Contact Center Management (Webex)#

In addition to the value add workflows listed below (where we’ve built templates to improve the management experience) the base PowerShell integration allows the easy expansion of use cases or custom integration to meet your solution needs.

Customer Experience#

The customer experience tools allow the configuration of customer access to the contact center. Automate hierarchy management provides data segregation where required

Channels and Queues#

  • This provides management of channels and queues that can be used to manage channels to contact customers and queues to handle those contacts

Business Hours#

  • This provides a device model to manage business hours definitions that can be used in flows to create TOD aware contact handling behaviour

Audio Files#

  • Provides visibility of available audio files uploaded directly to the Control Hub

Flows#

  • Provides visibility of the flows created in the Control Hub’s flow designer

Desktop Experience#

The desktop experience tools allow the configuration of the agent desktop behavior. Automate hierarchy management provides data segregation where required

Multimedia profiles#

  • This provides a device model to manage the capacity of agents across various multimedia channels

Outdial ANI and Dial Plans#

  • Provides visibility of numbers which can be used as a caller ID and allowed outbound number ranges by agents handling outbound telephony contacts

Address Books#

  • This provides a device model to manage address books containing frequently used numbers

Desktop Profiles#

  • This provides a device model to manage the various profiles and dialplans in a form that can simply be assigned to users

User Management#

User management provides a set of tools to manage agents and their settings. Automate hierarchy management provides data segregation where required

Sites#

  • Manage logical sites which provide linkage to resources such as address books and multimedia profiles

Teams#

  • Manage Teams to which agents belong

Skill definitions and profiles#

  • Manage agent skills to ensure that customer contacts are routed to appropriate agents

User Profiles#

  • Configure agents via profiles

Users#

  • List and manage users and agents

Agent onboarding#

  • Allows onboarding of webex users with agent capabilities in a single step process

Advanced#

Provides access to additional features

Holidays#

  • Manage holidays when scheduling contact center availability. Used with Business hours management.

Over-rides#

  • Manage contact center availability by over-riding business hours settings

Auxiliary codes and work types#

  • Manage the codes available to agents which describe the agent or contact status