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/CXSkillProfile

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 Multimedia Profile	Field Name: name Type: String
Description				Description of this Multimedia Profile	Field Name: description Type: String
ID				ID of this Multimedia Profile	Field Name: id Type: String
	Active ENUM Skills			Object containing active ENUM skills	Field Name: activeEnumSkills.[n] Type: Array
		ENUM Skill Name		Identifies a ENUM skill the agent has by name.	Field Name: activeEnumSkills.[n].enumSkillName Type: String
		ENUM Skill Id		Identifies a ENUM skill the agent has.	Field Name: activeEnumSkills.[n].enumSkillId Type: String
		id		ID of this resource.	Field Name: activeEnumSkills.[n].id Type: String
		ENUM Skill Value		Identifies a ENUM skill the agent value.	Field Name: activeEnumSkills.[n].enumSkillValue Type: String
		ENUM Skill Value ID		Identifies a ENUM skill the agent value ID.	Field Name: activeEnumSkills.[n].enumSkillValueId Type: String
	Active Skills			Object containing active skills	Field Name: activeSkills.[n] Type: Array
		Skill Name		Identifies a skill the agent has by name.	Field Name: activeSkills.[n].skillName Type: String
		Skill Id		Identifies a skill the agent has.	Field Name: activeSkills.[n].skillId Type: String
		id		ID of this resource.	Field Name: activeSkills.[n].id Type: String
		Agent Skill Text Value		A short textual description that represents a skill the agent has.	Field Name: activeSkills.[n].textValue Type: String
		Agent Has Skill Value		Indicates whether the agent has this skill (True) or does not have the skill (False).	Field Name: activeSkills.[n].booleanValue Type: Boolean
		Proficiency Value		(Optional) A number between 0 and 10 (inclusive) to indicate how proficient the agent is in this skill. The larger the number the more proficient the agent.	Field Name: activeSkills.[n].proficiencyValue Type: Integer Choices: ["0", "1", "2", "3", "4", "5", "6", "7", "2", "8", "9", "10"]
			Links	List of links	Field Name: links.[n] Type: Array
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/CXSkillProfile

Channels

Webex Contact Center User Management

Model Details: device/spark/CXSkillProfile