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 User Management

The User Management section collects a number of elements associated with a contact center user.

Sites can be managed in Automate. These are the physical location of the contact center.

As a part of the management, a Multimedia Profile Name can be associated to the new site. See: Webex Contact Center Desktop Experience.

These definitions group skill values, thresholds and a selected Skill Type, making it possible to assign skill requirements such as language fluency or product expertise to incoming calls so these are assigned to agents with a matching skills.

Skill profiles can be managed in Automate and comprise of a set of skills, each with an assigned value, that you can assign to a team or agent.

Skill definitions are assigned to a profile. For example, you can assign a high level of proficiency (Proficiency Value) in English to one skill profile and a lower level in another profile.

A skill profile can then be assigned to a Contact Center user - see: Webex App User Management.

Teams can be managed in Automate and can be assigned for specific functions. Agent Based (for a specific number of agents) and Capacity Based (no number assigned) team types are available.

A team can also be active or inactive and be assigned to a defined Site and Contact Center user - see: Webex App User Management.

User profiles can be managed in Automate and consist of a Profile Type (determines the determine the privilege level) with features accessible to a Contact Center user.

Module Settings allow for the specification of permissions to the Contact Center modules, while similar access settings are available for user profiles, entry points, sites, queues, teams and folders.

The profile can then be assigned to a Contact Center user - see: Webex App User Management.

Model Details: device/spark/CXSkill

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
Name			Name of this Skill	Field Name: name Type: String
Description			Description of this Skill	Field Name: description Type: String
ID			ID of this Resource	Field Name: id Type: String
Active			ID of this Resource	Field Name: active Type: Boolean
Skill Type *			Allows to set the time that a customer request can be in a queue before the system flags it as outside the service level.	Field Name: skillType Type: String Choices: ["BOOLEAN", "ENUM", "PROFICIENCY", "TEXT"]
	ENUM Skill Values		Array containing skills	Field Name: enumSkillValues.[n] Type: Array
		Name	Indicates the name of the enumSkillValue.	Field Name: enumSkillValues.[n].name Type: String
		Id	ID of this contact center resource. It should not be specified when creating a new resource. However, it is mandatory when updating a resource.	Field Name: enumSkillValues.[n].id Type: String
		Skill Id	Represents the skillId of the enumSkillValue.	Field Name: enumSkillValues.[n].skillId Type: String
Service Level Threshold			Allows to set the time that a customer request can be in a queue before the system flags it as outside the service level.	Field Name: serviceLevelThreshold Type: Integer
Created Time			Creation time (in epoch millis) of this resource.	Field Name: createdTime Type: String
Last Updated Time			Time (in epoch millis) when this resource 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/CXSkill

Channels

Webex Contact Center User Management

Model Details: device/spark/CXSkill