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:

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

For continuity, the grouping of functionality on the menus and dashboards 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: device/spark/CXAudioFile

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
ID			Unique identifier for the object.	Field Name: id Type: String
Name			Name of the object.	Field Name: name Type: String
Audio File Description			Description of the audio file.	Field Name: description Type: String
System Default			Audio file system default.	Field Name: systemDefault Type: Boolean
Blob ID			Unique identifier for the blob.	Field Name: blobId Type: String
Content Type			MIME type of the content.	Field Name: contentType Type: String
Created Time			Timestamp when the object was created.	Field Name: createdTime Type: String
Last Updated Time			Timestamp when the object was last updated.	Field Name: lastUpdatedTime Type: String
	References		references to Address Book entries	Field Name: references.[n] Type: Array
		Name	Name	Field Name: references.[n].name Type: String
		Reference Model Type	Type	Field Name: references.[n].type Type: String
		ID	ID	Field Name: references.[n].id Type: String

Model: device/spark/CXAudioFile

Channels

Webex Contact Center customer experience

Model Details: device/spark/CXAudioFile