If a Cisco Webex service is added to Automate from the Webex Control Hub Access menu and the setting Contact Center Customer is enabled, Automate provides a range of features to manage a Webex Contact Center. In particular, this includes:

Automate also provides role-based access, a menu and dashboard to view and manage the Webex Contact Center:

For continuity, the grouping of functionality on the menus and dashboard follows the format and naming as seen on the Webex Control Hub interface.

Webex Contact Center customer experience

This collection of features provides a single view of customer-specific functionality and reflects the layout in the Webex Control Hub.

A Queue Type (Inbound, Outbound) and Channel Type (Telephony, Email, Chat or Social Channel) is selected for a queue.

For outbound queue types, the channel types defaults to TELEPHONY and the Queue Routing Type is the agent who has been available for the longest time in all teams assigned to the queue.

Business hours can be managed in Automate and are used to define one or more shifts containing for example regular work hours, peak hours, off-peak hours and required for the operation of a specific contact center.

These are defined by working hours, a selected holiday list and overrides to working hours.

For the management of holidays and overrides, see: Webex Contact Center Advanced.

These are audio files containing for example predefined chat responses and music on hold.

The flows are designed on the Webex Control Hub Flow Designer and allow for the routing of real-time calls through the system, how agents are assigned to calls and what occurs at each stage of the process. This is done by the configuration of activities and events.

Model Details: device/spark/CXBusinessHours

An asterisk * in the title indicates the field is mandatory.
If a field has a default value, it is shown in the Description column.
If the field type is an array, the Field Name has a .[n] suffix, where n is the array index placeholder.
Object and array field names are listed to provide context. If a field belongs to an object or an array, the full field name is shown in dot separated notation.

Title				Description	Details
Name				Name of this business hour	Field Name: name Type: String
Description				Description of this business hour	Field Name: description Type: String
ID				ID of this business hour	Field Name: id Type: String
Timezone				The time zone that you provision for your business hour.	Field Name: timezone Type: String
	Working Hours				Field Name: workingHours.[n] Type: Array
		Name		Name for the working hours.	Field Name: workingHours.[n].name Type: String
			Links	List of links	Field Name: days.[n] Type: Array
		Start Time		Start time	Field Name: workingHours.[n].startTime Type: String
		End Time		End time	Field Name: workingHours.[n].endTime Type: String
Holidays Name				Holidays Name	Field Name: holidaysName Type: String
Holidays ID				Holidays Id	Field Name: holidaysId Type: String
Overrides Name				Overrides Name	Field Name: overridesName Type: String
Overrides ID				Overrides ID	Field Name: overridesId Type: String
Created Time				Created Time	Field Name: createdTime Type: String
Last Updated Time				Last Updated Time	Field Name: lastUpdatedTime Type: String
	Links			Object containing links	Field Name: links.[n] Type: Array
		Relation			Field Name: links.[n].rel Type: String
		Link			Field Name: links.[n].href Type: String Format: link

Model: device/spark/CXBusinessHours

Channels

Webex Contact Center customer experience

Model Details: device/spark/CXBusinessHours