https desktop wxcc us1 cisco com

Outdial Automatic Number Identification (ANI), Cisco Webex Experience Management Post Call Survey. If a network interruption lasts longer than two minutes, instruct agents to close the current Desktop window, and then sign in using the primary URL. Url . This lab will give you a detailed understanding of the workflow logic. The status bar on the Desktop displays Not Responding and your phone does not ring. Access to Webex Contact Center . Open Windows Task Manager and end all browser processes. For more information, see Create a team. If the problem persists for several minutes, notify your system administrator. In this task, you will learn how to work with the HTTP Request node. The URLs for the Management Portal are specific to your region. Enable Customer Experience Journey Widget 3. If a network interruption occurs that lasts for less than two minutes, the Desktop display a Reconnecting message and then successfully reconnect. Produkt: Webex Contact Center Operativsystem: Chrome OS, macOS, Windows 10 Till: Partner Prenumerera 04 december 2022 | 117 visning (ar) | 0 personer tyckte att detta var till hjlp Nyheter i Webex Contact Center Se vad som r nytt fr de senaste uppdateringarna i Webex Contact Center. During sign in, the error message Invalid phone number appears after you click Go. - Less than If this does not help, end the process from the Windows Task Manager. Contribute to ciscolivelabs/wxcclabguides development by creating an account on GitHub. Close any remaining Webex Contact Center windows and log in again. This enterprise-grade platform is out-of-the-box ready, yet a fully customizable cloud contact center, from the contact center market leader. The Desktop Layout feature allows you to configure the Webex Contact Center Desktop as per your business requirements. - Not in The Management Portal does not display data for agents or calls, or shows that no agents are logged in. - Greater than or equals Administrator access to the Control Hub at https://admin.webex.com and the Webex Contact Center Management Portal. From the Navigation Apps drop-down list, select Reports. For the complete list of elements that you can customize, see Define a Custom Desktop Layout. Connect exit Branch1 with the second Queue Task. The Desktop users using the unmodified desktop layout receive the new layout-based features when they sign in or reload the browser. Log out and then log in again to see the changes. in after system restart. A call ends, but the monitoring screen indicates that the call is still in progress. out and log in again. Enter the email address for your Webex account. Change the agent team, by clicking on Profile Settings. 2022 Cisco Systems, Inc. and/or its affiliated entities, https://dcloud2.cisco.com/instantdemo/cisco-webex-contact-center-wxcc-v4-instant-demo, https://dcloud-cms.cisco.com/help/dcloud-collaboration-contacts, Support for Custom Verticals (Website, IVR Prompts and AI), Scenario 3: Webex Contact Center Management Portal. As a cloud-based subscription, Webex Contact Center enables rapid time to market and time to new revenue while minimizing upfront capital investment. The real-time report statistics are not displayed. Maximize the window to display the tooltip near the cursor. Connect None of the above exit with the first (existing) Queue Task. Before proceeding with the configuration task, you need to understand the flow logic. Enable wxmConfigured flag 2. Cisco Webex Contact Center 1.0 Setup and Administration Guide, View with Adobe Reader on a variety of devices. After you save a custom report, wait 10-15 seconds before logging out. The supported conditions are: You do not have the correct privileges to access these modules, entry points, or queues. Make sure you are not on mute. The Desktop users using the unmodified desktop layout receive the new layout-based features when they sign in or reload the browser. Too many abandoned calls are being reported. If you do not see a message indicating that The real-time reports are not refreshing on the Management Portal. Connect exit of the first Queue Task Queued with the HTTP Request. If you assign a new desktop layout when an agent is signed in, the agent must reload the page to see the new layout. If you experience a problem with the Desktop application, the following table may help you solve the problem. Check the DN (dial number), including the dialing prefix, and make sure it is correct. End this task. The Reserved state is transient. S Webex SMCrm . Check to see if the computer network cable has been disconnected or loosened. When Cisco adds a new feature to the Desktop Layout, the unmodified layout is updated automatically with the new features. Drug and drop the PIQ and EWT node from the Node Palette to the main canvas. Sign In Need help signing in? Connect onError node outcome with the Close Conversation . If using a softphone, check the Microsoft Windows and softphone settings. Sign in again. You have successfully compleated the Lab1 and Lab2 (Email Configuration). https://admin.webex.com Webex . Not just a contact center. In this task, you will be checking Cisco Live text in the Subject. - Not equals This layout generates the agent experience on the desktop for all agents who sign in as part of that team. You accidentally closed the browser window while on a call. If you close the browser window while on a call, you cannot sign in again until you complete the call. They allow you to programmatically access and manage Smartsheet data especially read and update sheets. If a monitoring request is made for a team and if multiple queues use the same team for routing, any of the queue's calls This is because a comma separates the day The Desktop Layout feature allows you to configure the Webex Contact Center Desktop as per your business requirements. The node has three types of output flow branches. Identify the API key from WxM 2. You are not able to sign in to the Desktop. You can customize elements such as logo, title, and widgets. If you assign a new desktop layout when an agent is signed in, the agent must reload the page to see the new layout. Check to make sure that you enetered the correct user name and password. - Less than or equals Integration with Smartsheet using smartsheet APIs, BONUS TASK - Integration with Webex Teams (Alarm notification), https://app.smartsheet.com/sheets/mGxggWGV8qcxmxvgcvRmfjxqfhcCFwGg4RHmQP71?view=grid, https://api.smartsheet.com/2.0/sheets/6430831221729156/rows, Bearer MzAzYzk4ZWMtZWY4ZS00OTg1LTk3NmYtN2U3MWNlYTA0MzA1OTg2N2I1MWEtYzg1_PF84_1eb65fdf-9643-417f-9974-ad72cae0e10f, You will have to set the Queue ID in the PIQ node. Freshdesk (JSON) https://github.com/CiscoDevNet/webex-contact-center-crm-integrations/tree/main/Freshdesk . an intermittent network interruption or server issue. In the default workflow, auto-reply is already configured for all new tasks. Escalate to Customer Support. there has been a network problem, escalate to Customer Support. Copy the existing flow Flow2 and edit the copied flow - name it Flow3; Edit the flow to go into flow designer. : https://portal.wxcc-us1.cisco.com : https://portal.wxcc-eu1.cisco.com : https://portal.wxcc-eu2.cisco.com APJC: https://portal.wxcc-anz1.cisco.com application center sign in. The Desktop occasionally signs out agents following a network interruption. #CiscoLiveAPJC 2020 Cisco and/or its affiliates. Skill Based Routing Support for Custom Verticals (Website, IVR Prompts and AI) Scenarios Scenario 1: User Provisioning Scenario 2: Cisco Webex Control Hub Scenario 3: Webex Contact Center Management Portal Scenario 4: Agent Desktop Scenario 5: Recording Management Scenario 6: Reporting and Analytics Scenario 7: Web-Based Mobile App In this step, we will improve the answer by changing the message and adding the PIQ variable. Url . Click on the EDIT button in the upper right corner. Sign in as the agent in "Team1" and make the agent Available. Complete the Agent configuration Part 3: Enable WxM widgets in Desktop Layout 1. Reporting Agent Desktop Issues to Customer Support When you escalate an Agent Desktop issue to Cisco Webex Contact Center Customer Support, make sure to provide the following information: Ask the agent to provide a screen capture of the Agent Desktop screen. The goal is to get several emails in queue. URL URL . While you view a chart in a report or on a monitoring page, you see the following message Communication Interruption on at . Make sure that the agent is in IDLE state in the Agent Desktop. - Greater than Schedule this demo and get the lab guide: Access all available Cisco dCloud content. When exported to CSV format, data in the Agent View of a current snapshot agent report displays incorrectly. The Desktop status bar displays Re-connecting. https://admin.webex.com Webex . Minimize the Desktop, and then restore it from the taskbar. If the sign in fails with the primary URL, instruct agents to use the backup If the network to the primary application center is down, Management Portal users cannot view any statistics. You can collect, analyze, and present the data from various surveys as widgets on the Webex Contact Center Agent Desktop. As an example, we are going to make the integration with the external product through smartsheet APIs. Here we give you the task without a step-by-step explanation the result will be the message from the Webex bot in our Cisco Live space. If it is not there, the task will be routed to another queue Email_Q2. https://admin.webex.com Webex . - Starts with After reconnecting to the system following a network interruption, you are suddenly signed out. In a real-time agent report, the wrap-up count and number of entered wrap-up codes do not match. Instead, agent reports This section has the bonus category where we can check how you understand this topic. : https://portal.wxcc-us1.cisco.com : https://portal.wxcc-eu1.cisco.com EU: https://portal.wxcc-eu2.cisco.com The Time Value displays in two cells instead of one when exported to CSV format. Open Google Chrome and navigate to the page where the issue occurs. - Contains ignore case You are talking to a customer, but the Desktop status bar displays Reserved. All rights reserved. Webex. Close both the Desktop and the browser after you sign out of the system. All rights reserved. Launch pages and graphs do not display properly. Click the EDIT button in the upper right corner. You can configure multiple branches within a single node. Do not open more than one Desktop application at a time on the desktop. Re-launching the Desktop while you are signed in may create problems. If you are using the Default Desktop Layout.json file without any modification, then it is considered an unmodified layout. The Agent Desktop provides a single browser-based application that enables agents to interact with customers using voice, chat, or email. You can customize elements such as logo, title, and widgets. And Columns ID were collected through API (we will need it for the API request when we will be adding a new row). You can create a desktop layout and assign it to a team. Webex . Webex Experience Management Account Setup Create a Webex Experience Management Connector Create Feedback Activity in the Flow Designer View Agent Desktop Widgets Webex Experience Management Account Setup If the problem occurred in the Monitoring module, the number that the supervisor was attempting to call and a call session In the Team section, choose the Team2from the Team drop-down list and click Save Team Selection. After resolving the problem, click one of the buttons on the message to change your state to Available or Idle . Publish your workflow by clicking SAVE and MAKE LIVE. You cannot access a module from the Management Portal, or you cannot see some entry points or queues. only the hours and minutes, and not the seconds. Check the phone settings. - Regular expression (RegEx) When you refresh the Desktop window, you are signed out and the sign-in screen displays. You can create a custom layout for one or more teams. Engage your entire team of experts Webex messaging, video, and calling tools let agents and subject-matter experts work together to optimize every customer engagement. During a blind transfer, call details do not display on the Desktop of the receiving agent while that agent is in the Reserved state. The documentation set for this product strives to use bias-free language. Check to make sure that your PC is not also running other software that For more information, see Create a team. However, you can double-click in the cell to see the data in hh:mm:ss You cannot log in to the Management Portal. This discrepancy occurs when an agent logs out while still in the Wrap-up state without selecting a wrap-up code. Log out of the current Webex Contact Center session. Go to your personal email account or ask the proctor to send 1 email without the Cisco Live subject. Drag the Branch node from the nodes palette to the main canvas. uses audio. Step 1: Open the Agent Desktop interface from a web browser using the URL provided by your Organization Administrator. Learn more about how Cisco is using Inclusive Language. Troubleshooting Management Portal Problems, Reporting Management Portal Issues to Customer Support, Reporting Agent Desktop Issues to Customer Support. Copy the Queue ID from the, Go back to Webex Connect and double click on the, The smartsheet API key has been generated according to the. - In Instruct Open the Portal > Routing Strategy > Flow page. Make sure that you entered the correct DN. Access to Webex Contact Center . Please ask the proctor to grand the access. In the Historical Reports module, occasionally the parameters for a customized default report are not saved after you log The row with the email details has to appear: https://app.smartsheet.com/sheets/mGxggWGV8qcxmxvgcvRmfjxqfhcCFwGg4RHmQP71?view=grid. Include the time that the issue was first observed. When you escalate an Agent Desktop issue to Cisco Webex Contact Center Customer Support, make sure to provide the following information: Ask the agent to provide a screen capture of the Agent Desktop screen. Configure WxM connector in Control hub Part 2: Onboarding CH Agent as WxM User 1. Depending on the configuration of your agent profile by the Cisco Webex Contact Center administrator, you can communicate with customers through one, two, or all the three channels.. Make sure you are in the Available state and are signed in to the correct team. Escalate all network interruptions; report the time that the problem occurred and the number of agents affected. Signed in agents cannot see changes made to Skill profile. Global Layout: This layout is a system-generated layout that gets assigned by default when you create a team. Smartsheet APIs are used as an example. This lab includes multiple script customizations and shows how to create an HTTP Request which is needed for integration with external HTTP services (as an example it uses smartsheet and Webex APIs). window while the call is on hold, the system automatically takes the call off hold. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Custom Layout: A layout that provides a customized desktop experience. North America: https://portal.wxcc-us1.cisco.com UK: https://portal.wxcc-eu1.cisco.com EU: https://portal.wxcc-eu2.cisco.com If you are using the Default Desktop Layout.json file without any modification, then it is considered an unmodified layout. You answer a call, but the call disconnects after 30 seconds. Contribute to ciscolivelabs/wxcclabguides-1 development by creating an account on GitHub. Make sure that the privacy setting for Internet Explorer is set to Medium. Sign in to the Desktop again. North America: https://portal.wxcc-us1.cisco.com UK: https://portal.wxcc-eu1.cisco.com EU: https://portal.wxcc-eu2.cisco.com The system has been unable to refresh the data in the chart since the time indicated in the message, typically because of Select the right variable from the Input Variables in the right panel. Administrator access to the Control Hub at https://admin.webex.com and the Webex Contact Center Management Portal. The steps below were preconfigured for you. This is transient for teams that log in for the first time. In Salesforce, click App Launcher on top left and then choose Webex Contact Center. The idea is to show that you can integrate the Flow with Webex Teams and this can be used as the notifications for supervisors based on the specific criteria. Include the time that the issue was first observed. Desktop-APIs: Agenten-Anmeldung: signiert den Agenten auf seinem Desktop und verhindert die doppelte Anmeldung, wenn bereits eine aktive Sitzung vorhanden ist. agents to always go into the Idle state and then click the Log Out button to log out rather than closing the browser while logged in. step 2. : https://portal.wxcc-us1.cisco.com : https://portal.wxcc-eu1.cisco.com EU: https://portal.wxcc-eu2.cisco.com - Contains You are available but no calls are sent to you. Cisco Public 3 WCC in 60 Seconds For a new team, data in the agent interval report displays in half-hour intervals from the time an agent on the team logs If you are unable to sign in, escalate to Customer Support. Note: Your PIQ node ID can be different from the example above. - Ends with You can create a custom layout for one or more teams. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. display the previous code names before they were edited or N/A for a new code. The updated desktop layout is automatically available to the existing teams that use the unmodified desktop layout. Use case: As a supervisor, I want to get the notifications in the Webex Teams if there are more then 3 email in queue (PIQ > 3). Note: PIQ/EWT node can currently be used only after the Queue Task Node. Webex https://admin.webex.com Webex Contact Center Management Portal Url https://portal.wxcc-us1.cisco.com https://portal.wxcc-eu1.cisco.com EU https://portal.wxcc-eu2.cisco.com APJC https://portal.wxcc-anz1.cisco.com URL https://desktop.wxcc-us1.cisco.com The URLs for the Management Portal are specific to your region. Administrator access to the Control Hub at https://admin.webex.com and the Webex Contact Center Management Portal. North America: https://portal.wxcc-us1.cisco.com UK: https://portal.wxcc-eu1.cisco.com EU: https://portal.wxcc-eu2.cisco.com 2. Go to the Services - My First Service and open the Email Inbound Flow. The Desktop status bar displays a connected state while the phone is ringing. Enhance the existing flow with an authentication piece Make sure you entered the correct DN and prefix. Create new Agent in CH 2. When you escalate a Management Portal issue to Cisco Webex Contact Center Customer Support, make sure to provide the following information: The login and user name of the person experiencing the problem. Note: You cannot change your team if you have active tasks, interactions, or incoming task requests. Sign in as the agent in Team1 and make the agent Available. Drug a second Queue Task node from the Node Palette to the main canvas. By default, Excel displays the data in hh:mm format. This node provides the callers current Position in Queue (PIQ) and the Estimated Wait Time (EWT). Your agent softphone is not ringing, but the Desktop status bar displays Not Responding. - Equals 2) Here is the example of the Postman request. The URLs for the Management Portal are specific to your region. format. The agent needs to sign in again to view the changes. Copy out the flow and configure the advanced flow 2. Occasionally the message Please Refresh the Page appears in the Real-Time Reports module. The Webex Contact Center offers Self Service functionality to handle the customer requests without involving human agents. Make sure that you have an access to the smartsheet table. Open the Developer Tools (right-click anywhere on the browser and choose inspect ). from the date and time in the Login Time field. Contact your Webex Contact Center administrator. If you close the browser Webex S5/3 . Wait for 1 minute and check the auto response, you should see your PIQ. Step 3. Check to make sure that cookies are enabled in Internet Explorer. Webex. Designed and built from its foundation as a Software-as-a-Service (SaaS) cloud solution, Webex Contact Centers best-of-breed platform architecture brings your business the innovation, flexibility, scalability, and agility of the cloud without sacrificing security (Figure 1). The Team option is disabled. Monitoring session left open for an hour or longer displays a blank page or unexpected behavior. We checked that we are able to add a row through the postman acording to the. From the Internet Explorer Tools menu, disable pop-up blockers. You cannot delete this layout. If Not Responding displays in the Desktop status bar, change to the Available state and wait for the next call. They has to be done only once. Make sure the agent is logged into the agent interface https://desktop.wxcc-us1.cisco.com/ Make the agent Available by selecting the appropriate state in the upper left corner. Administrator access to the Control Hub at https://admin.webex.com and the Webex Contact Center Management Portal. -Url . Outdial Automatic Number Identification (ANI), Cisco Webex Experience Management Post Call Survey. The time that the issue was first observed. In our logic, if the emails subject does not contain Cisco Live we will be adding a new row to the smartsheet with the email details (Sender Name, From Address and Subject). https://admin.webex.com Webex . You cannot delete this layout. The flow developer can use these variables with flow logic to determine agent availability in a queue and route elsewhere when needed. Self Service uses the Interactive Voice Response (IVR) system in the call flow. This can happen when you leave the Desktop open for long periods of time. This layout generates the agent experience on the desktop for all agents who sign in as part of that team. https://desktop.wxcc-anz1.cisco.com *.freshdesk.com Freshdesk https://freshdesk.com/ . for that team can be monitored. Changes to the names of existing idle and wrap-up codes do not appear immediately in agent reports. To see all the existing reports, click All Reports. Go to the agent desktop https://desktop.wxcc-us1.cisco.com. In the Team section, choose the Team2 from the Team drop-down list and click Save Team Selection. Note: There is a default call activity report that installs with Cisco Webex . WebexCC Salesforce Desktop Report View. We will use the Branch node which allows you to split your flow based on conditional statements without the need to write any custom code. However, if you download the Default Desktop Layout.json file and upload it again, it is considered a modified layout even if the file content or filename is not modified. Smartsheet Table: smartsheet table With that, you will be able to improve the script and do a more advanced configuration. Supervisor phone rings even when the monitoring request is for a different queue. Desktop Layout Create a Desktop Layout View Layout Experience on Desktop Define a Custom Desktop Layout Before You Begin Desktop Layout Overview JSON Layout Top-Level Properties Header Widgets Navigation (Custom Pages) Persistent Widgets Auxiliary Information Pane Headless Widgets Share Data from Desktop to Widgets Preview Campaign Call Screen Pop Go to your personal email account or ask the proctor to send 2 emails with different subjects to the configured email address. 8. Part 1: WxM Connector setup 1. Webex Contact Center bietet nun eine reihe von Agent Desktop-APIs, mit denen Partner und kunden ihre eigenen Agent Desktop mit unserem aktuellen Portfolio einrichten knnen. Please follow the diagram below and call the proctor if you have any questions. Double-click the second Queue Task node and set the following options: Go to your personal email account or ask the proctor to send 2 emails with and without the Cisco Live subject. The URLs for the Management Portal are specific to your region. Look for a round Record button () in the upper-left corner of the Network tab; red indicates record in is progress and grey indicates it is disabled. Step 4. Custom Layout: A layout that provides a customized desktop experience. 1) The Webex API token is generated for you. Cisco Webex Contact Center is a next-generation cloud contact center solution inspired by customers and architected for business. - Between. Publish your workflow by clicking the SAVE and MAKE LIVE. When you resize the Agent view of a real-time agent report, tooltips for idle and wrap-up codes are sometimes displayed in Enhancing Routing based on a Subject, Step 5. North America: https://portal.wxcc-us1.cisco.com UK: https://portal.wxcc-eu1.cisco.com EU: https://portal.wxcc-eu2.cisco.com Ensure that you enter the correct user name and password in the sign-in screen. Call details display when the second agent answers the call. Access to Webex Contact Center . Check the format of the DN that you entered and make sure that the number is valid. If not, escalate to Customer Support. Drug and drop the HTTP Request node from the Node Palette to the main canvas. Note: If Reports is not listed, click Edit > Add More Items and add the Reports. Change the agent team, by clicking on Profile Settings. When Cisco adds a new feature to the Desktop Layout, the unmodified layout is updated automatically with the new features. Portal: https://portal.wxcc-us1.cisco.com/portal After 1 minute check the smartsheet table. 2022 Cisco and/or its affiliates. ID, if available. Go to the agent desktop https://desktop.wxcc-us1.cisco.com. The updated desktop layout is automatically available to the existing teams that use the unmodified desktop layout. You should get only 1 email without Cisco Live subject. However, if you download the Default Desktop Layout.json file and upload it again, it is considered a modified layout even if the file content or filename is not modified. Connect: https://cl1pod.imiconnect.io/ (where is your POD number). Bad connectivity, probably due to a network problem. If you experience a problem with the Management Portal, the following table may help you solve the problem. These branches get triggered based on return status and values of EWT and PIQ. Access to Webex Contact Center . the graph area instead of near the cursor. Step 2: Enter your username and password, and then click Login. You can create a desktop layout and assign it to a team. The Agent Desktop user interface is divided into three sections. Navigate to https://portal.wxcc-us1.cisco.com/portal in a new browser tab (Private mode) Enter the Username and Password of the Supervisor created in the first lab. Callback report API needed which will return processed (success/ failed) callback request from system. Normally, data displays in half-hour intervals from midnight. 2022 Webex CC Lab repository, All right reserved. Desktop: https://desktop.wxcc-us1.cisco.com\ Steps 1. When you create a team, the Global Layout is automatically set as the desktop layout for the team. Check the volume setting on the phone and make sure that the ringer is set to high. In this task, we will use the predefined node PIQ and EWT. Agent Desktop: https://desktop.wxcc-us1.cisco.com - Equals ignore case The smartsheet grid was created. Cisco Webex Experience Management Post Call Survey Troubleshooting Report Parameters Desktop Layout The Desktop Layout feature allows you to configure the Webex Contact Center Desktopas per your business requirements. You should get only 1 email without "Cisco Live" subject. Avoid refreshing the window while signed in. If you experience audio problems with the Desktop, the following table may help to resolve the problems. This IVR includes basic activities such as Play Message, Collect Digits, and Menu. Make sure that in Internet Explorer, the Show Pictures option is selected in the Advanced tab of the Internet Options dialog box. When you export historical report data to Microsoft Excel that includes date and time in the hh:mm:ss format, Excel displays Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. Global Layout: This layout is a system-generated layout that gets assigned by default when you create a team. You can customize elements such as logo, title, and widgets. Ensure that you use the correct DN and prefix. For the complete list of elements that you can customize, see Define a Custom Desktop Layout. 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