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/CXTeam

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				Group Assigned by FDP	Field Name: General Type: Object
	Name			Name for the Team	Field Name: General.name Type: String
	Description				Field Name: General.description Type: String
	Site ID			Identifier for a site which is a physical contact center location under the control of your enterprise. Once specified, siteId should not be modified	Field Name: General.siteId Type: String
	Site Name				Field Name: General.siteName Type: String Target: device/spark/CXSite Target attr: name Format: uri
	Team Status			Status indicating whether the team is available to handle customer contacts	Field Name: General.teamStatus Type: String Choices: ["IN_SERVICE", "NOT_AVAILABLE"]
	Created Time			Creation time of this resource	Field Name: General.createdTime Type: String
	Last Updated Time			Time when this resource was last updated	Field Name: General.lastUpdatedTime Type: String
Team Settings				Group Assigned by FDP	Field Name: Team Settings Type: Object
	Team Type			Team type can be the following: AGENT: You assign a specific number of agents to the team. CAPACITY: You do not assign any specific number of agents to the team. You use capacity-based teams for voice mailboxes or agent groups that are not managed by the Webex Contact Center system. Once created, teamType cannot be modified	Field Name: Team Settings.teamType Type: String Choices: ["AGENT", "CAPACITY"]
	Dialed Number			Dial number where the system distributes the calls for this team. This setting is applicable only for capacity-based teams	Field Name: Team Settings.dialedNumber Type: String
	Capacity			Maximum number of simultaneous contacts that this team can handle. This setting is applicable only for capacity-based teams	Field Name: Team Settings.capacity Type: Integer
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/CXTeam

Channels

Webex Contact Center User Management

Model Details: device/spark/CXTeam