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/CXFlow

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
Flow Type				Type of the flow	Field Name: flowType Type: String
Organization ID				ID of the organization	Field Name: orgId Type: String
Name				Name of the flow	Field Name: name Type: String
Description				Description of the flow	Field Name: description Type: String
	Assigned RS			List of assigned RS IDs	Field Name: assignedRS.[n] Type: Array
Status				Status of the flow	Field Name: status Type: String
Version				Version number of the flow	Field Name: version Type: Integer
Tag Histories				History of tags associated with the flow	Field Name: tagHistories Type: Object
		Tags			Field Name: Latest.[n] Type: Array
			Flow Version Name	Name of the flow version	Field Name: tagHistories.Latest.[n].fvName Type: String
			Flow Version ID	ID of the flow version	Field Name: tagHistories.Latest.[n].fvId Type: String
			Fork From	ID of the flow version from which this version was forked	Field Name: tagHistories.Latest.[n].forkFrom Type: String
	Tags			List of tags associated with the flow	Field Name: tags.[n] Type: Array
		Display Name		Display name of the tag	Field Name: tags.[n].displayName Type: String
		Default		Indicates if the tag is the default tag	Field Name: tags.[n].default Type: Boolean
		Flow Version ID		ID of the flow version associated with the tag	Field Name: tags.[n].flowVersionId Type: String
		ID		ID of the tag	Field Name: tags.[n].id Type: String
		Version Number		Version number of the tag	Field Name: tags.[n].versionNumber Type: Integer
ID				Unique identifier for the flow	Field Name: id Type: String
Created By				Email of the user who created the flow	Field Name: createdBy Type: String
Last Modified By				Email of the user who last modified the flow	Field Name: lastModifiedBy Type: String
Locked By				Email of the user who locked the flow	Field Name: lockedBy Type: String
Locked At				Date and time when the flow was locked	Field Name: lockedAt Type: String Format: date-time
Created Date				Date and time when the flow was created	Field Name: createdDate Type: String Format: date-time
Last Modified Date				Date and time when the flow was last modified	Field Name: lastModifiedDate Type: String Format: date-time

Model: device/spark/CXFlow

Channels

Webex Contact Center customer experience

Model Details: device/spark/CXFlow