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 Advanced

Define holiday lists for your organization and associate to working hours. Use holidays to define the non working days based on business requirements.

Define overrides for your organization and associate it to working hours. Use an override to define exceptions to shifts or working hours, based on your business requirements.

Associate an override to a working hours schedule to map the duration that can be exempt from the defined business hours, such as emergency hours.

Model Details: device/spark/CXOverrides

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 Override	Field Name: name Type: String
Description			Description of this Override	Field Name: description Type: String
ID			ID of this Override	Field Name: id Type: String
Timezone			The time zone that you provision for your Override.	Field Name: timezone Type: String
	Overrides			Field Name: overrides.[n] Type: Array
		Name	Name for the override.	Field Name: overrides.[n].name Type: String
		Start Date Time	Start time	Field Name: overrides.[n].startDateTime Type: String
		End Date Time	End time	Field Name: overrides.[n].endDateTime Type: String
		Working Hours	End time	Field Name: overrides.[n].workingHours Type: Boolean
	Latest Override			Field Name: latestOverride.[n] Type: Array
		Name	Name for the latest override.	Field Name: latestOverride.[n].name Type: String
		Start Date Time	Start time	Field Name: latestOverride.[n].startDateTime Type: String
		End Date Time	End time	Field Name: latestOverride.[n].endDateTime Type: String
		Working Hours	End time	Field Name: latestOverride.[n].workingHours Type: Boolean
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/CXOverrides

Channels

Webex Contact Center Advanced

Model Details: device/spark/CXOverrides