Webex Contact Center customer experience#

Overview#

This collection of features provides a single view of customer-specific functionality and reflects the layout in the Webex Control Hub.

Channels#

Channels can be managed in Automate.

  • An Inbound or Outbound Entry Point Type is selected for a channel:

    • Inbound: initial landing place for a customer contact.

    • Outbound: the outdial point provisioned for outdial customer calls.

  • An endpoint Timezone can be selected for the channel.

  • A Channel Type: Telephony, Email, Chat or Social Channel is selected for the channel.

Queues#

Queues can be managed in Automate.

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#

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.

Audio prompts#

Audio prompts can only be imported but not created or edited in Automate.

These are audio files containing for example predefined chat responses and music on hold.

Flows#

Call flows can only be imported but not created or edited in Automate.

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.