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 Desktop Experience

The settings in this category allow you to set up or manage the agent desktop experience. Settings include multimedia inactivity timeouts and system settings.

A multimedia profile for the user, that includes enable and timeout settings for all types of media.

The Outdial Automatic Number Identification (ANI) is only synced from the Webex Control Hub and instances can then be selected in Automate. The number allows an agent to select a phone number as the caller ID for an outdial call.

The dial plan is only synced from the Webex Control Hub and instances can then be selected in Automate. The dial plan allows you to define validation criteria for the Dial Number (DN) that an agent uses to sign in to the Agent Desktop, as well as the DN used to dial out. DNs are validated against the syntax rules that are defined in one or more dial plans.

Address books can be managed in Automate. These contain entries with phone numbers that agents can use, and are associated with a selected Parent Type and Contact Center Site - as available from the Sites list under the User Management group - see: Webex Contact Center User Management.

Desktop profiles can be managed in Automate. These are a group of permissions and desktop behaviors that can be assigned to an agents.

Idle and wrap-up codes can be managed in Automate. These contain entries that agents have available in their Desktop Profiles and use to indicate their unavailability or status of the customer contacts.

The codes are also associated with available Work Types that are synced from the Webex Control Hub or managed in Automate. See: Webex Contact Center Advanced.

Model Details: device/spark/CXDesktopProfile

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
General Settings				Group Assigned by FDP	Field Name: General Settings Type: Object
	Name			Name of the Desktop Profile	Field Name: General Settings.name Type: String
	Description			A brief explanation of the Desktop Profile	Field Name: General Settings.description Type: String
	Parent Type *			Type of the parent entity	Field Name: General Settings.parentType Type: String Choices: ["Tenant", "Site"]
	Site ID			ID of the site	Field Name: General Settings.siteId Type: String Target: device/spark/CXSite Target attr: name Format: uri
	Screen Popup			Indicates if screen popup is enabled	Field Name: General Settings.screenPopup Type: Boolean
	Last Agent Routing			Indicates if last agent routing is enabled	Field Name: General Settings.lastAgentRouting Type: Boolean
	Auto Answer			Indicates if auto answer is enabled	Field Name: General Settings.autoAnswer Type: Boolean
	Active			Indicates whether the Desktop Profile is active	Field Name: General Settings.active Type: Boolean
	Created Time			Creation time (in epoch millis) of this resource	Field Name: General Settings.createdTime Type: String
	Last Updated Time			Time (in epoch millis) when this resource was last updated	Field Name: General Settings.lastUpdatedTime Type: String
		Threshold Rules		The Agent Thresholds page appears only if your enterprise uses the Threshold Alerts feature. If your enterprise uses the Agent Threshold Alerts feature, the page also provides settings to specify the thresholds associated with the agent.	Field Name: thresholdRules.[n] Type: Array
Idle/Wrap-Up Codes				Group Assigned by FDP	Field Name: Idle/Wrap-Up Codes Type: Object
	Auto Wrap-Up			Indicates if auto wrap-up is enabled	Field Name: Idle/Wrap-Up Codes.autoWrapUp Type: Boolean
	Auto Wrap After Seconds			Time in seconds after which auto wrap-up is triggered	Field Name: Idle/Wrap-Up Codes.autoWrapAfterSeconds Type: Integer
	Allow Auto Wrap-Up Extension			Indicates if auto wrap-up extension is allowed	Field Name: Idle/Wrap-Up Codes.allowAutoWrapUpExtension Type: Boolean
	Agent Available After Outdial			Indicates if the agent is available after an outdial	Field Name: Idle/Wrap-Up Codes.agentAvailableAfterOutdial Type: Boolean
	Access Wrap-Up Code *			Access level for wrap-up codes, if Specific is selected the list must contain a default wrap-up code	Field Name: Idle/Wrap-Up Codes.accessWrapUpCode Type: String Choices: ["All", "Specific"]
		Wrap-Up Codes		List of wrap-up codes associated with the Desktop Profile, the list must contain a default wrap-up code	Field Name: wrapUpCodes.[n] Type: Array
	Access Idle Code *			Access level for idle codes, if Specific is selected the list must contain a default idle code	Field Name: Idle/Wrap-Up Codes.accessIdleCode Type: String Choices: ["All", "Specific"]
		Idle Codes		List of idle codes associated with the Desktop Profile, the list must contain a default idle code	Field Name: idleCodes.[n] Type: Array
Collaboration				Group Assigned by FDP	Field Name: Collaboration Type: Object
	Entry Point transfer targets *			Access level for entry points and queues	Field Name: Collaboration.accessEntryPoint Type: String Choices: ["All", "None", "Specific"]
		Select Entry Points		List of entry points	Field Name: entryPoints.[n] Type: Array
	Queue transfer targets *			Access level for queues	Field Name: Collaboration.accessQueue Type: String Choices: ["All", "None", "Specific"]
		Select Queues		List of queues	Field Name: queues.[n] Type: Array
	Consult to Queue			Indicates if consult to queue is enabled	Field Name: Collaboration.consultToQueue Type: Boolean
	Buddy Teams *			Access level for buddy teams	Field Name: Collaboration.accessBuddyTeam Type: String Choices: ["All", "None", "Specific"]
		Select Teams		List of buddy teams	Field Name: buddyTeams.[n] Type: Array
	Show User Details MS			Indicates if user details for MS are shown	Field Name: Collaboration.showUserDetailsMS Type: Boolean
	State Synchronization MS			Indicates if state synchronization for MS is enabled	Field Name: Collaboration.stateSynchronizationMS Type: Boolean
	Show User Details Webex			Indicates if user details for Webex are shown	Field Name: Collaboration.showUserDetailsWebex Type: Boolean
	State Synchronization Webex			Indicates if state synchronization for Webex is enabled	Field Name: Collaboration.stateSynchronizationWebex Type: Boolean
Dial Plans				Group Assigned by FDP	Field Name: Dial Plans Type: Object
	Outdial Enabled			Indicates if outdial is enabled	Field Name: Dial Plans.outdialEnabled Type: Boolean
	Outdial Entry Point ID			ID for outdial entry point	Field Name: Dial Plans.outdialEntryPointId Type: String
	Outdial ANI ID			ID for outdial ANI	Field Name: Dial Plans.outdialANIId Type: String Target: device/spark/CXOutdialANI Target attr: name Format: uri
	Address Book ID			ID of the address book	Field Name: Dial Plans.addressBookId Type: String Target: device/spark/CXAddressBook Target attr: name Format: uri
	Dial Plan Enabled			Indicates if the dial plan is enabled	Field Name: Dial Plans.dialPlanEnabled Type: Boolean
		Dial Plans		List of dial plans	Field Name: dialPlans.[n] Type: Array
Voice Channel options				Group Assigned by FDP	Field Name: Voice Channel options Type: Object
		Login Voice Options		List of login voice options	Field Name: loginVoiceOptions.[n] Type: Array
	Agent DN Validation *			Validation level for agent DN	Field Name: Voice Channel options.agentDNValidation Type: String Choices: ["Unrestricted", "Provisioned Directory Number", "Validate using Dial Plans"]
	Select Dial Plans			Criteria for agent DN validation	Field Name: Voice Channel options.agentDNValidationCriteria Type: String Choices: ["All", "Specific"]
		Dial Plans		List of validation criterions for agent DN	Field Name: agentDNValidationCriterions.[n] Type: Array
Agent Statistics				Group Assigned by FDP	Field Name: Agent Statistics Type: Object
	Agent Stats			Indicates if agent statistics are viewable	Field Name: Agent Statistics.agentStats Type: Boolean
	Viewable Statistics				Field Name: viewableStatistics Type: Object
		Agent Stats		Indicates if agent statistics are viewable	Field Name: Agent Statistics.viewableStatistics.agentStats Type: Boolean
		Access Queue Stats *		Access level for queue statistics	Field Name: Agent Statistics.viewableStatistics.accessQueueStats Type: String Choices: ["All", "None", "Specific"]
			Contact Service Queues	List of contact service queues	Field Name: contactServiceQueues.[n] Type: Array
		Logged-In Team Stats		Indicates if logged-in team statistics are viewable	Field Name: Agent Statistics.viewableStatistics.loggedInTeamStats Type: Boolean
		Access Team Stats *		Access level for team statistics	Field Name: Agent Statistics.viewableStatistics.accessTeamStats Type: String Choices: ["All", "None", "Specific"]
			Teams	List of teams for statistics	Field Name: teams.[n] Type: Array
	Access Queue Stats *			Access level for queue statistics	Field Name: Agent Statistics.accessQueueStats Type: String Choices: ["All", "None", "Specific"]
		Contact Service Queues		List of contact service queues	Field Name: contactServiceQueues.[n] Type: Array
	Logged-In Team Stats			Indicates if logged-in team statistics are viewable	Field Name: Agent Statistics.loggedInTeamStats Type: Boolean
	Access Team Stats *			Access level for team statistics	Field Name: Agent Statistics.accessTeamStats Type: String Choices: ["All", "None", "Specific"]
		Teams		List of teams for statistics	Field Name: teams.[n] Type: Array
Desktop Timeout				Group Assigned by FDP	Field Name: Desktop Timeout Type: Object
	Desktop Inactivity Custom Enabled			Indicates if custom timeout for desktop inactivity is enabled	Field Name: Desktop Timeout.timeoutDesktopInactivityCustomEnabled Type: Boolean
	Desktop Inactivity Minutes			Custom timeout duration for desktop inactivity in minutes	Field Name: Desktop Timeout.timeoutDesktopInactivityMins Type: Integer

Model: device/spark/CXDesktopProfile

Channels

Webex Contact Center Desktop Experience

Model Details: device/spark/CXDesktopProfile