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/CXContactServiceQueue

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 Settings						Group Assigned by FDP	Field Name: General Settings Type: Object
	Queue Name					Name of the queue.	Field Name: General Settings.name Type: String
	Queue Description					Description of the queue.	Field Name: General Settings.description Type: String
	Queue Type *					Type of the queue.	Field Name: General Settings.queueType Type: String Choices: ["Inbound", "Outbound"]
	Channel Type *					The type of channel for the queue.	Field Name: General Settings.channelType Type: String Choices: ["Chat", "Email", "Social Channel", "Telephony"]
	Active Status					Indicates if the queue is active.	Field Name: General Settings.active Type: Boolean
	Created Time					Timestamp when the queue was created.	Field Name: General Settings.createdTime Type: String
	Last Updated Time					Timestamp when the queue was last updated.	Field Name: General Settings.lastUpdatedTime Type: String
Contact Routing Settings						Group Assigned by FDP	Field Name: Contact Routing Settings Type: Object
	Outdial Campaign					Outdial Campaign will enable you to set-up your Contact Center for Outdial Calls.	Field Name: Contact Routing Settings.outdialCampaignEnabled Type: Boolean
	Queue Routing Type *					Routing strategy for the queue.	Field Name: Contact Routing Settings.routingType Type: String Choices: ["Longest Available Agent", "Skills Based"]
	Skill-Based Routing Type					Type of skill-based routing.	Field Name: Contact Routing Settings.skillBasedRoutingType Type: String Choices: ["Best Available Agent", "Longest Available Agent"]
		Call Distribution				Groups for call distribution within the queue.	Field Name: callDistributionGroups.[n] Type: Array
				Agent Groups		List of agent groups in the call distribution group.	Field Name: agentGroups.[n] Type: Array
					Team ID *	Identifier for the team.	Field Name: Contact Routing Settings.callDistributionGroups.[n].agentGroups.[n].teamId Type: String Target: device/spark/CXTeam Target attr: name Format: uri
			Duration *			Duration for this group in seconds.	Field Name: Contact Routing Settings.callDistributionGroups.[n].duration Type: Integer
			Order *			Order of the call distribution group.	Field Name: Contact Routing Settings.callDistributionGroups.[n].order Type: Integer Minimum: 1
Advanced Settings						Group Assigned by FDP	Field Name: Advanced Settings Type: Object
	Monitoring Permitted					Indicates if monitoring is permitted.	Field Name: Advanced Settings.monitoringPermitted Type: Boolean
	Recording Permitted					Indicates if recording is permitted.	Field Name: Advanced Settings.recordingPermitted Type: Boolean
	Record All Calls Permitted					Indicates if recording all calls is permitted.	Field Name: Advanced Settings.recordingAllCallsPermitted Type: Boolean
	Pause Recording Permitted					Indicates if pausing recording is permitted.	Field Name: Advanced Settings.pauseRecordingPermitted Type: Boolean
	Recording Pause Duration					Maximum pause duration for recordings in seconds.	Field Name: Advanced Settings.recordingPauseDuration Type: Integer
	Service Level Threshold					Service level threshold in hours if Channel Type is EMAIL else it is seconds.	Field Name: Advanced Settings.serviceLevelThreshold Type: Integer
	Maximum Time in Queue *					Maximum time a contact can spend in the queue in hours if Channel Type is EMAIL else it is seconds.	Field Name: Advanced Settings.maxTimeInQueue Type: Integer
	Music In Queue Media File Id					Music In Queue Media File Id.	Field Name: Advanced Settings.defaultMusicInQueueMediaFileId Type: String Target: device/spark/CXAudioFile Target attr: name Format: uri
	Timezone					Timezone of the queue.	Field Name: Advanced Settings.timezone Type: String
Other Settings						Group Assigned by FDP	Field Name: Other Settings Type: Object
	Parking Permitted					Indicates if parking is permitted.	Field Name: Other Settings.parkingPermitted Type: Boolean
	IVR Requeue URL					URL for IVR requeue.	Field Name: Other Settings.ivrRequeueUrl Type: String
	Control Flow Script URL					URL for the control flow script.	Field Name: Other Settings.controlFlowScriptUrl Type: String
	Overflow Number					Overflow phone number in E.164 format.	Field Name: Other Settings.overflowNumber Type: String Pattern: ^\+\d{10,15}$
	Check Agent Availability					Whether to check agent availability.	Field Name: Other Settings.checkAgentAvailability Type: Boolean
	Maximum Active Contacts					Maximum number of active contacts allowed in the queue.	Field Name: Other Settings.maxActiveContacts Type: Integer
	Social Channel Type					Type of social channel.	Field Name: Other Settings.socialChannelType Type: String Choices: ["MessageBird", "Messenger", "WhatsApp"]
References						Group Assigned by FDP	Field Name: References Type: Object
		References				references to Address Book entries	Field Name: references.[n] Type: Array
			Name			Name	Field Name: References.references.[n].name Type: String
			Reference Model Type			Type	Field Name: References.references.[n].type Type: String

Model: device/spark/CXContactServiceQueue

Channels

Webex Contact Center customer experience

Model Details: device/spark/CXContactServiceQueue