Webex Contact Center user management#
Overview#
The User Management section collects a number of elements associated with a contact center user.
Sites#
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.
Skill definitions#
Skill definitions can be managed in Automate.
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.
These definition are then also selected to be a part of a Skill Profile.
Skill profiles#
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: Cisco Webex App users.
Teams#
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: Cisco Webex App users.
User profiles#
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: Cisco Webex App users.