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 User Management

The User Management section collects a number of elements associated with a contact center user.

Sites can be managed in Automate. These are the physical location of the contact center.

As a part of the management, a Multimedia Profile Name can be associated to the new site. See: Webex Contact Center Desktop Experience.

These definitions group skill values, thresholds and a selected Skill Type, making it possible to assign skill requirements such as language fluency or product expertise to incoming calls so these are assigned to agents with a matching skills.

Skill profiles can be managed in Automate and comprise of a set of skills, each with an assigned value, that you can assign to a team or agent.

Skill definitions are assigned to a profile. For example, you can assign a high level of proficiency (Proficiency Value) in English to one skill profile and a lower level in another profile.

A skill profile can then be assigned to a Contact Center user - see: Webex App User Management.

Teams can be managed in Automate and can be assigned for specific functions. Agent Based (for a specific number of agents) and Capacity Based (no number assigned) team types are available.

A team can also be active or inactive and be assigned to a defined Site and Contact Center user - see: Webex App User Management.

User profiles can be managed in Automate and consist of a Profile Type (determines the determine the privilege level) with features accessible to a Contact Center user.

Module Settings allow for the specification of permissions to the Contact Center modules, while similar access settings are available for user profiles, entry points, sites, queues, teams and folders.

The profile can then be assigned to a Contact Center user - see: Webex App User Management.

Model Details: device/spark/CXUserProfile

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			Group Assigned by FDP	Field Name: General Type: Object
	Name *		Name of this User Profile	Field Name: General.name Type: String
	Description		Description of this User Profile	Field Name: General.description Type: String
	Active		Specify whether the User profile is active or not. Default: True	Field Name: General.active Type: Boolean Default: True
	System Default		Indicates whether the created resource is system created or not.	Field Name: General.systemDefault Type: Boolean
	Profile Type *		The type determines the privileges applicable for a profile.	Field Name: General.profileType Type: String Choices: ["STANDARD_AGENT", "PREMIUM_AGENT", "SUPERVISOR", "ADMINISTRATOR", "ADMINISTRATOR_ONLY"]
	Access All Modules		This can be used to allow users of this profile access to specific or all the Webex Contact Center modules. Default: ALL	Field Name: General.accessAllModules Type: String Default: ALL Choices: ["ALL", "SPECIFIC"]
	Access All Entry Points		Allow users of this profile access to specific or all the entry points for an organization. Default: ALL	Field Name: General.accessAllEntryPoints Type: String Default: ALL Choices: ["ALL", "SPECIFIC"]
		Entry Points		Field Name: entryPoints.[n] Type: Array
	Access All Sites		Allow users of this profile access to specific or all the sites for an organization. Default: ALL	Field Name: General.accessAllSites Type: String Default: ALL Choices: ["ALL", "SPECIFIC"]
		Sites		Field Name: sites.[n] Type: Array
	Access All Queues		Allow users of this profile access to specific or all the contact center queues for an organization. Default: ALL	Field Name: General.accessAllQueues Type: String Default: ALL Choices: ["ALL", "SPECIFIC"]
		Queues		Field Name: queues.[n] Type: Array
	Access All Teams		Allow users of this profile access to specific or all the contact center teams for an organization. Default: ALL	Field Name: General.accessAllTeams Type: String Default: ALL Choices: ["ALL", "SPECIFIC"]
		Teams		Field Name: teams.[n] Type: Array
	Created Time		Creation time (in epoch millis) of this resource.	Field Name: General.createdTime Type: String
	Last Updated Time		Time (in epoch millis) when this resource was last updated.	Field Name: General.lastUpdatedTime Type: String
Provisioning			Group Assigned by FDP	Field Name: Provisioning Type: Object
	Provisioning Access		Default: NONE	Field Name: Provisioning.m_provisioning Type: String Default: NONE Choices: ["VIEW", "EDIT", "NONE"]
	User Profile App Modules			Field Name: userProfileAppModules Type: Object
		Provisioning Access	Default: NONE	Field Name: Provisioning.userProfileAppModules.m_provisioning Type: String Default: NONE Choices: ["VIEW", "EDIT", "NONE"]
		Address Books		Field Name: Provisioning.userProfileAppModules.f_manage_address_book Type: Boolean
		Audit Trail		Field Name: Provisioning.userProfileAppModules.f_audit_trail Type: Boolean
		Auxiliary Codes		Field Name: Provisioning.userProfileAppModules.f_manage_auxiliary_code Type: Boolean
		Portal Branding		Field Name: Provisioning.userProfileAppModules.f_portal_branding Type: Boolean
		Business Hours - Holidays		Field Name: Provisioning.userProfileAppModules.f_manage_business_hours Type: Boolean
		Business Hours - Overrides		Field Name: Provisioning.userProfileAppModules.f_manage_overrides Type: Boolean
		Global Variables		Field Name: Provisioning.userProfileAppModules.f_manage_global_variables Type: Boolean
		Desktop Layouts		Field Name: Provisioning.userProfileAppModules.f_manage_desktop_layout Type: Boolean
		Desktop Profiles		Field Name: Provisioning.userProfileAppModules.f_manage_agent_profile Type: Boolean
		Dial Plans		Field Name: Provisioning.userProfileAppModules.f_manage_dial_plans Type: Boolean
		Entry Point Mappings		Field Name: Provisioning.userProfileAppModules.f_dn_mappings Type: Boolean
		Entry Point/Queues		Field Name: Provisioning.userProfileAppModules.f_manage_entrypt_queue Type: Boolean
		Manage Tenants		Field Name: Provisioning.userProfileAppModules.f_manage_tenants Type: Boolean
		Multimedia Profiles		Field Name: Provisioning.userProfileAppModules.f_manage_multimedia_profile Type: Boolean
		Outdial ANIs		Field Name: Provisioning.userProfileAppModules.f_manage_outdial_ani Type: Boolean
		Revoke API Key		Field Name: Provisioning.userProfileAppModules.f_revoke_api_key Type: Boolean
		Sites		Field Name: Provisioning.userProfileAppModules.f_manage_sites Type: Boolean
		Skill Profiles		Field Name: Provisioning.userProfileAppModules.f_manage_skill_profile Type: Boolean
		Skills		Field Name: Provisioning.userProfileAppModules.f_manage_skill Type: Boolean
		Teams		Field Name: Provisioning.userProfileAppModules.f_manage_teams Type: Boolean
		Threshold Rules		Field Name: Provisioning.userProfileAppModules.f_manage_threshold_rule Type: Boolean
		User Profiles		Field Name: Provisioning.userProfileAppModules.f_manage_user_profiles Type: Boolean
		Users		Field Name: Provisioning.userProfileAppModules.f_manage_users Type: Boolean
		Work Types		Field Name: Provisioning.userProfileAppModules.f_manage_worktype Type: Boolean
		Tenant Settings	Default: NONE	Field Name: Provisioning.userProfileAppModules.m_manage_tenant_settings Type: String Default: NONE Choices: ["VIEW", "EDIT", "NONE"]
	Address Books			Field Name: Provisioning.f_manage_address_book Type: Boolean
	Audit Trail			Field Name: Provisioning.f_audit_trail Type: Boolean
	Auxiliary Codes			Field Name: Provisioning.f_manage_auxiliary_code Type: Boolean
	Portal Branding			Field Name: Provisioning.f_portal_branding Type: Boolean
	Business Hours - Holidays			Field Name: Provisioning.f_manage_business_hours Type: Boolean
	Business Hours - Overrides			Field Name: Provisioning.f_manage_overrides Type: Boolean
	Global Variables			Field Name: Provisioning.f_manage_global_variables Type: Boolean
	Desktop Layouts			Field Name: Provisioning.f_manage_desktop_layout Type: Boolean
	Desktop Profiles			Field Name: Provisioning.f_manage_agent_profile Type: Boolean
	Dial Plans			Field Name: Provisioning.f_manage_dial_plans Type: Boolean
	Entry Point Mappings			Field Name: Provisioning.f_dn_mappings Type: Boolean
	Entry Point/Queues			Field Name: Provisioning.f_manage_entrypt_queue Type: Boolean
	Manage Tenants			Field Name: Provisioning.f_manage_tenants Type: Boolean
	Multimedia Profiles			Field Name: Provisioning.f_manage_multimedia_profile Type: Boolean
	Outdial ANIs			Field Name: Provisioning.f_manage_outdial_ani Type: Boolean
	Revoke API Key			Field Name: Provisioning.f_revoke_api_key Type: Boolean
	Sites			Field Name: Provisioning.f_manage_sites Type: Boolean
	Skill Profiles			Field Name: Provisioning.f_manage_skill_profile Type: Boolean
	Skills			Field Name: Provisioning.f_manage_skill Type: Boolean
	Teams			Field Name: Provisioning.f_manage_teams Type: Boolean
	Threshold Rules			Field Name: Provisioning.f_manage_threshold_rule Type: Boolean
	User Profiles			Field Name: Provisioning.f_manage_user_profiles Type: Boolean
	Users			Field Name: Provisioning.f_manage_users Type: Boolean
	Work Types			Field Name: Provisioning.f_manage_worktype Type: Boolean
	Tenant Settings		Default: NONE	Field Name: Provisioning.m_manage_tenant_settings Type: String Default: NONE Choices: ["VIEW", "EDIT", "NONE"]
Customer Experience			Group Assigned by FDP	Field Name: Customer Experience Type: Object
	Agent Greetings		Default: NONE	Field Name: Customer Experience.m_agent_personal_greetings Type: String Default: NONE Choices: ["VIEW", "EDIT", "NONE"]
	User Profile App Modules			Field Name: userProfileAppModules Type: Object
		Agent Greetings	Default: NONE	Field Name: Customer Experience.userProfileAppModules.m_agent_personal_greetings Type: String Default: NONE Choices: ["VIEW", "EDIT", "NONE"]
		Call Routing	Default: NONE	Field Name: Customer Experience.userProfileAppModules.m_routing_strategy Type: String Default: NONE Choices: ["VIEW", "EDIT", "NONE"]
		Audio Prompts		Field Name: Customer Experience.userProfileAppModules.f_manage_media_files Type: Boolean
		Flows		Field Name: Customer Experience.userProfileAppModules.f_manage_call_flow_scripts Type: Boolean
		Manage Digital Settings	Default: NONE	Field Name: Customer Experience.userProfileAppModules.m_manage_digital_settings Type: String Default: NONE Choices: ["VIEW", "EDIT", "NONE"]
	Call Routing		Default: NONE	Field Name: Customer Experience.m_routing_strategy Type: String Default: NONE Choices: ["VIEW", "EDIT", "NONE"]
	Audio Prompts			Field Name: Customer Experience.f_manage_media_files Type: Boolean
	Flows			Field Name: Customer Experience.f_manage_call_flow_scripts Type: Boolean
	Manage Digital Settings		Default: NONE	Field Name: Customer Experience.m_manage_digital_settings Type: String Default: NONE Choices: ["VIEW", "EDIT", "NONE"]
Desktop Experience			Group Assigned by FDP	Field Name: Desktop Experience Type: Object
	Additional Supervisory		Default: NONE	Field Name: Desktop Experience.m_additional_supervisory_features Type: String Default: NONE Choices: ["EDIT", "NONE"]
	User Profile App Modules			Field Name: userProfileAppModules Type: Object
		Additional Supervisory	Default: NONE	Field Name: Desktop Experience.userProfileAppModules.m_additional_supervisory_features Type: String Default: NONE Choices: ["EDIT", "NONE"]
		Change Agent States		Field Name: Desktop Experience.userProfileAppModules.f_change_agent_states Type: Boolean
		Send Messages		Field Name: Desktop Experience.userProfileAppModules.f_send_messages Type: Boolean
		Sign Out Agents		Field Name: Desktop Experience.userProfileAppModules.f_sign_out_agents Type: Boolean
		Agent Desktop	Default: NONE	Field Name: Desktop Experience.userProfileAppModules.m_agent_desktop Type: String Default: NONE Choices: ["EDIT", "NONE"]
		AI Assistant - Generate Summaries	Default: NONE	Field Name: Desktop Experience.userProfileAppModules.m_generated_summaries Type: String Default: NONE Choices: ["VIEW", "EDIT", "NONE"]
		AI Assistant - Agent Wellbeing	Default: NONE	Field Name: Desktop Experience.userProfileAppModules.m_agent_wellbeing Type: String Default: NONE Choices: ["VIEW", "EDIT", "NONE"]
		Call Monitoring	Default: NONE	Field Name: Desktop Experience.userProfileAppModules.m_call_monitoring Type: String Default: NONE Choices: ["VIEW", "EDIT", "NONE"]
		Barge-in		Field Name: Desktop Experience.userProfileAppModules.f_barge_in Type: Boolean
		Mid-Call Monitor		Field Name: Desktop Experience.userProfileAppModules.f_mid_call_monitor Type: Boolean
		Restricted Monitor Only		Field Name: Desktop Experience.userProfileAppModules.f_restricted_monitor_only Type: Boolean
		View Blind Monitor Requests		Field Name: Desktop Experience.userProfileAppModules.f_view_blind_monitor_requests Type: Boolean
		Whisper Coach		Field Name: Desktop Experience.userProfileAppModules.f_whisper_coach Type: Boolean
		Call Recording	Default: NONE	Field Name: Desktop Experience.userProfileAppModules.m_call_recording Type: String Default: NONE Choices: ["VIEW", "EDIT", "NONE"]
		Multimedia	Default: NONE	Field Name: Desktop Experience.userProfileAppModules.m_multimedia Type: String Default: NONE Choices: ["VIEW", "EDIT", "NONE"]
		Basic Digital		Field Name: Desktop Experience.userProfileAppModules.f_mm_basic_digital Type: Boolean
		MM Agent Desktop		Field Name: Desktop Experience.userProfileAppModules.f_mm_agent_desktop Type: Boolean
		MM Provisioning		Field Name: Desktop Experience.userProfileAppModules.f_mm_provisioning Type: Boolean
		Social Channel		Field Name: Desktop Experience.userProfileAppModules.f_mm_social_channel Type: Boolean
		Recording Management	Default: NONE	Field Name: Desktop Experience.userProfileAppModules.m_recording_management Type: String Default: NONE Choices: ["VIEW", "EDIT", "NONE"]
		Recordings		Field Name: Desktop Experience.userProfileAppModules.f_manage_recordings Type: Boolean
		Security Keys		Field Name: Desktop Experience.userProfileAppModules.f_security_keys Type: Boolean
		Tags		Field Name: Desktop Experience.userProfileAppModules.f_tags Type: Boolean
		Reporting and Analytics	Default: NONE	Field Name: Desktop Experience.userProfileAppModules.m_reporting_analytics Type: String Default: NONE Choices: ["VIEW", "EDIT", "NONE"]
		Analyzer Data Exchange		Field Name: Desktop Experience.userProfileAppModules.f_analyzer_data_exchange Type: Boolean
		Business Rules		Field Name: Desktop Experience.userProfileAppModules.f_business_rules Type: Boolean
	Change Agent States			Field Name: Desktop Experience.f_change_agent_states Type: Boolean
	Send Messages			Field Name: Desktop Experience.f_send_messages Type: Boolean
	Sign Out Agents			Field Name: Desktop Experience.f_sign_out_agents Type: Boolean
	Agent Desktop		Default: NONE	Field Name: Desktop Experience.m_agent_desktop Type: String Default: NONE Choices: ["EDIT", "NONE"]
	AI Assistant - Generate Summaries		Default: NONE	Field Name: Desktop Experience.m_generated_summaries Type: String Default: NONE Choices: ["VIEW", "EDIT", "NONE"]
	AI Assistant - Agent Wellbeing		Default: NONE	Field Name: Desktop Experience.m_agent_wellbeing Type: String Default: NONE Choices: ["VIEW", "EDIT", "NONE"]
	Call Monitoring		Default: NONE	Field Name: Desktop Experience.m_call_monitoring Type: String Default: NONE Choices: ["VIEW", "EDIT", "NONE"]
	Barge-in			Field Name: Desktop Experience.f_barge_in Type: Boolean
	Mid-Call Monitor			Field Name: Desktop Experience.f_mid_call_monitor Type: Boolean
	Restricted Monitor Only			Field Name: Desktop Experience.f_restricted_monitor_only Type: Boolean
	View Blind Monitor Requests			Field Name: Desktop Experience.f_view_blind_monitor_requests Type: Boolean
	Whisper Coach			Field Name: Desktop Experience.f_whisper_coach Type: Boolean
	Call Recording		Default: NONE	Field Name: Desktop Experience.m_call_recording Type: String Default: NONE Choices: ["VIEW", "EDIT", "NONE"]
	Multimedia		Default: NONE	Field Name: Desktop Experience.m_multimedia Type: String Default: NONE Choices: ["VIEW", "EDIT", "NONE"]
	Basic Digital			Field Name: Desktop Experience.f_mm_basic_digital Type: Boolean
	MM Agent Desktop			Field Name: Desktop Experience.f_mm_agent_desktop Type: Boolean
	MM Provisioning			Field Name: Desktop Experience.f_mm_provisioning Type: Boolean
	Social Channel			Field Name: Desktop Experience.f_mm_social_channel Type: Boolean
	Recording Management		Default: NONE	Field Name: Desktop Experience.m_recording_management Type: String Default: NONE Choices: ["VIEW", "EDIT", "NONE"]
	Recordings			Field Name: Desktop Experience.f_manage_recordings Type: Boolean
	Security Keys			Field Name: Desktop Experience.f_security_keys Type: Boolean
	Tags			Field Name: Desktop Experience.f_tags Type: Boolean
	Reporting and Analytics		Default: NONE	Field Name: Desktop Experience.m_reporting_analytics Type: String Default: NONE Choices: ["VIEW", "EDIT", "NONE"]
	Analyzer Data Exchange			Field Name: Desktop Experience.f_analyzer_data_exchange Type: Boolean
	Business Rules			Field Name: Desktop Experience.f_business_rules Type: Boolean
System Level			Group Assigned by FDP	Field Name: System Level Type: Object
	Manage Agent States			Field Name: System Level.m_manage_agent_states Type: String Choices: ["VIEW", "EDIT", "NONE"]
	User Profile App Modules			Field Name: userProfileAppModules Type: Object
		Manage Agent States		Field Name: System Level.userProfileAppModules.m_manage_agent_states Type: String Choices: ["VIEW", "EDIT", "NONE"]
		Sign Out Agent		Field Name: System Level.userProfileAppModules.f_sign_out_agent Type: Boolean
		Change Agent State		Field Name: System Level.userProfileAppModules.f_change_agent_state Type: Boolean
		Logout Agents		Field Name: System Level.userProfileAppModules.m_logout_agents Type: String Choices: ["VIEW", "EDIT", "NONE"]
		Auto Customer Satisfaction	Default: NONE	Field Name: System Level.userProfileAppModules.m_auto_csat Type: String Default: NONE Choices: ["VIEW", "EDIT", "NONE"]
		Real Time Reports		Field Name: System Level.userProfileAppModules.m_real_time_reports Type: String Choices: ["VIEW", "EDIT", "NONE"]
		Agent State Change		Field Name: System Level.userProfileAppModules.f_agent_state_change Type: Boolean
		Real-time Threshold Alerts		Field Name: System Level.userProfileAppModules.f_realtime_threshold_alerts Type: Boolean
		Summary View		Field Name: System Level.userProfileAppModules.f_summary_view Type: Boolean
		Web Callback Report		Field Name: System Level.userProfileAppModules.f_web_callback_report Type: Boolean
	Sign Out Agent			Field Name: System Level.f_sign_out_agent Type: Boolean
	Change Agent State			Field Name: System Level.f_change_agent_state Type: Boolean
	Logout Agents			Field Name: System Level.m_logout_agents Type: String Choices: ["VIEW", "EDIT", "NONE"]
	Auto Customer Satisfaction		Default: NONE	Field Name: System Level.m_auto_csat Type: String Default: NONE Choices: ["VIEW", "EDIT", "NONE"]
	Real Time Reports			Field Name: System Level.m_real_time_reports Type: String Choices: ["VIEW", "EDIT", "NONE"]
	Agent State Change			Field Name: System Level.f_agent_state_change Type: Boolean
	Real-time Threshold Alerts			Field Name: System Level.f_realtime_threshold_alerts Type: Boolean
	Summary View			Field Name: System Level.f_summary_view Type: Boolean
	Web Callback Report			Field Name: System Level.f_web_callback_report Type: Boolean

Model: device/spark/CXUserProfile

Channels

Webex Contact Center User Management

Model Details: device/spark/CXUserProfile