Webex Contact Center Desktop Experience#
Overview#
The settings in this category allow you to set up or manage the agent desktop experience. Settings include multimedia inactivity timeouts and system settings.
Multimedia profiles#
A multimedia profile for the user, that includes enable and timeout settings for all types of media.
Outdial ANI#
The Outdial Automatic Number Identification (ANI) is only synced from the Webex Control Hub and instances can then be selected in Automate. The number allows an agent to select a phone number as the caller ID for an outdial call.
Dial plans#
The dial plan is only synced from the Webex Control Hub and instances can then be selected in Automate. The dial plan allows you to define validation criteria for the Dial Number (DN) that an agent uses to sign in to the Agent Desktop, as well as the DN used to dial out. DNs are validated against the syntax rules that are defined in one or more dial plans.
Address books#
Address books can be managed in Automate. These contain entries with phone numbers that agents can use, and are associated with a selected Parent Type and Contact Center Site - as available from the Sites list under the User Management group - see: Webex Contact Center user management.
Desktop profiles#
Desktop profiles can be managed in Automate. These are a group of permissions and desktop behaviors that can be assigned to an agents.
The following permissions and settings are available:
Queue Transfer
Agent Consult and Transfer
Wrap-up and Idle Codes
Wrap-up Timeout Values
Agent Auto Available
Dialing Capabilities
Dial Number Capabilities
Access to the agent personal statistics
Auto Answer
Idle/Wrap-Up Codes#
Idle and wrap-up codes can be managed in Automate. These contain entries that agents have available in their Desktop Profiles and use to indicate their unavailability or status of the customer contacts.
The codes are also associated with available Work Types that are synced from the Webex Control Hub or managed in Automate. See: Webex Contact Center Advanced.