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: relation/WebexCXChannel

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
End Point				Group Assigned by FDP	Field Name: End Point Type: Object
	Plan Name			Name of the plan	Field Name: End Point.name Type: String
	Description			Description of the plan	Field Name: End Point.description Type: String
	Entry Point Type *			Type of the entry point	Field Name: End Point.entryPointType Type: String Choices: ["Inbound", "Outbound"]
	Channel Type *			The type of channel for the queue.	Field Name: End Point.channelType Type: String Choices: ["Chat", "Email", "Social Channel", "Telephony"]
	Asset ID			Unique identifier for the asset	Field Name: End Point.assetId Type: String
	Outdial Transfer To Queue Enabled			Indicates if outdial transfer to queue is enabled	Field Name: End Point.outdialTransferToQueueEnabled Type: Boolean
	Active Status			Indicates if the schema is active	Field Name: End Point.active Type: Boolean
	Created Time			Timestamp when the schema was created	Field Name: End Point.createdTime Type: String
	Last Updated Time			Timestamp when the schema was last updated	Field Name: End Point.lastUpdatedTime Type: String
End Point Settings				Group Assigned by FDP	Field Name: End Point Settings Type: Object
	Social Channel Type			Type of social channel.	Field Name: End Point Settings.socialChannelType Type: String Choices: ["MessageBird", "Messenger"]
	Service Level Threshold			Service level threshold	Field Name: End Point Settings.serviceLevelThreshold Type: Integer
	Maximum Active Contacts			Maximum number of active contacts	Field Name: End Point Settings.maximumActiveContacts Type: Integer
	Control Flow Script URL			URL for the control flow script	Field Name: End Point Settings.controlFlowScriptUrl Type: String
	Overflow Number			Overflow phone number	Field Name: End Point Settings.overflowNumber Type: String
	Timezone			Timezone of the plan	Field Name: End Point Settings.timezone Type: String
	Subscription ID			Unique identifier for the subscription	Field Name: End Point Settings.subscriptionId Type: String
	Route Point ID			Unique identifier for the route point	Field Name: End Point Settings.routePointId Type: String
	Flow ID			ID of the flow	Field Name: End Point Settings.flowId Type: String Target: device/spark/CXFlow Target attr: name Format: uri
	Flow Tag ID			ID of the flow tag	Field Name: End Point Settings.flowTagId Type: String
	Music On Hold ID			Unique identifier for the music on hold	Field Name: End Point Settings.musicOnHoldId Type: String Target: device/spark/CXAudioFile Target attr: name Format: uri
	Outdial Queue ID			Unique identifier for the outdial queue	Field Name: End Point Settings.outdialQueueId Type: String
	System Default			Indicates if the plan is a system default	Field Name: End Point Settings.systemDefault Type: Boolean
	DN EP Mapping Count			Number of DN EP mappings	Field Name: End Point Settings.dnEpMappingCount Type: Integer
Support Number				Group Assigned by FDP	Field Name: Support Number Type: Object
		Dial Number			Field Name: dialNumber.[n] Type: Array
			Webex Calling location	Unique identifier for the location	Field Name: Support Number.dialNumber.[n].location Type: String
			Support Number	Dialled phone number	Field Name: Support Number.dialNumber.[n].dialledNumber Type: String
			PSTN Region	Unique identifier for the region	Field Name: Support Number.dialNumber.[n].regionId Type: String
			Default ANI	Indicates if the default ANI is used	Field Name: Support Number.dialNumber.[n].defaultAni Type: Boolean

Model: relation/WebexCXChannel

Channels

Webex Contact Center customer experience

Model Details: relation/WebexCXChannel