Introduction to Webex Contact Center#

Important

The Webex Organization setting, Contact Center Customer, must be enabled in order to manage a Webex Contact Center in Automate.

If a Cisco Webex service is added to Automate from Webex Organization and the setting Contact Center Customer is enabled, Automate provides a range of features to manage a Webex Contact Center. In particular, this includes:

  • Agent and associated configuration management

    • Agents, Users, Agent Profiles, Teams, Sites

    • Skills, skill profiles

    • Holidays, business hours

    • Address book

    • Contact Service Queue, Entry points, overrides

    • Auxiliary codes

    • Multimedia Profiles

  • Integration into Webex User management in Automate

    • Quick Add User

Automate also provides role-based access, menus, and dashboards to view and manage the Webex Contact Center

../../_images/webex-cc-dashboard.png

For continuity, the grouping of functionality on the menus and dashboards follows the format and naming as seen on the Webex Control Hub interface.

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