Property

Description and Code

page > useFlexLayout

Flex layout is a new web component. It doesn't change the existing widgets. The new flex layout uses the same layout configuration format in a simplified way. It's backward compatible and doesn't impact existing widgets. You need to configure the JSON layout. To configure the JSON layout, provide the height and width of the widget. The widget is rendered in the same sequence as it's configured inside the JSON layout. Widgets have a default margin of 8 px.

The JSON layout is based on the dimensions (width x height) and coordinates (X, Y, and Z) of the widgets.

The flexible layout supports capabilities such as individual widget resize, maximize widgets, and so on.

The height of individual widgets is measured in pixels. 1 unit of height = 40 pixels. The width of the widget depends on the number of columns in the container and the number of columns that change based on the container width.

Widgets are displayed from the left to the right. The advanced layout engine uses custom logic to apply both horizontal and vertical space adjustment of widgets. Initially, the layout loads horizontally. After loading horizontally, the widget loads vertically and ensures that space utilization is optimal.

Configure the widgets based on the screen size. You can either increase or decrease the width of the widgets, based on the screen size. This renders the widgets more readable and usable.

Flex layout provides standard breakpoints such as large, medium, small, and extra small.

Large widgets have a resolution of 1360 px or more. For large widgets, specify the column value as 12.

Medium widgets have a resolution of 1070 px to 1360 px. For medium widgets, specify the column value as 10.

Small widgets have a resolution of 850 px to 1070 px. For small widgets, specify the column value as 6.

Extra small widgets have a resolution of 500 px. For extra small widgets, specify the column value as 4.

These pixels might vary based on the operating system and the broswer.

"page": {
          "id": "landing",
          "useFlexLayout": true,
          "widgets": {
            "comp1": {
              "comp": "div",
              "width": 4,
              "height": 4,
              "textContent": "Widget 1",
              "attributes": {
                "style": "width: max-content; margin: 80px 240px; color: white;"
            "comp2": {
              "comp": "div",
              "width": 4,
              "height": 4,
              "textContent": "Widget 2",
              "attributes": {
                "style": "width: max-content; margin: 80px 240px;color: white;"
                                    
page > comp
                                    
Ensure you provide a unique custom component.
                                    
"comp": "page-title",
                                    
The page-title component represents level 2 heading <h2> of the custom HTML element.
                                    
page > pageHeader
                                    
Ensure to specify a title string that can be static, dynamic, or both. 
                                    
The page-title component represents level 2 heading <h2> in the custom HTML element.
                                            
Static string: For example, Hey, Welcome!
                                            
"comp": "page-title",
"attributes": {
    "pageTitle": "Hey, Welcome!"
                                            
Dynamic string: To fetch the value from the STORE. For example, Jane Doe.
"comp": "page-title",
"attributes": {
    "pageTitle": "$STORE.agent.agentName"
                                            
Both: The combination of static and dynamic strings. For example, Hey Jane Doe, Welcome!
                                            
"comp": "page-title",
"attributes": {
    "pageTitle": "Hey {$STORE.agent.agentName}, Welcome!"
                                            
You must enclose the dynamic part of the string within the closed curly brackets {} and prefix with the structure $. 
                                    
page > pageSubHeader
                                    
Ensure to add Sub Header that displays on the Desktop. The user can add Go to Analyzer in the Sub Header.
                                            
Code block for Sub Header
                                            
"useFlexLayout": true,
          "pageSubHeader": {
            "comp": "div",
            "attributes": {
              "style": "display: flex; float:right;margin:16px 0px 16px 16px"
            "children": [
                "comp": "div",
                "children": [
                    "comp": "md-label",
                    "textContent": "$I18N.pageSubHeader.queueName",
                    "attributes": {
                      "style": "margin-bottom:8px;"
                                            
Code block for Go to Analyzer in Sub Header
                "comp": "div",
                "children": [
                    "comp": "agentx-more-actions-wrapper",
                    "properties": {
                      "actionList": [
                          "comp": "agentx-wc-goto-analyzer"
            
Header Widgets

            
The header is used to display inline information, to add drop-down menus, and so on. As the header container has limited vertical space, the overall header height is only 64 pixels. For more information on the layout alignment, see the  layout property section. 
              Example:
            
"header":{
   "id":"header",
   "widgets":{
      "head1":{
         "comp":"header-widget-one",
         "script":"https://my-cdn.com/dynamic-widgets/header-widget-one.js",
      "head2":{
         "comp":"header-widget-two",
         "script":"https://my-cdn.com/dynamic-widgets/header-widget-two.js",
   "layout":{
      "areas":[[ "head1", "head2" ]], 
      "size": { "cols": [1, 1], "rows": [1] } 
            
To add a tooltip for a header widget, wrap the component with md-tooltip. Enter tooltip information in the message property.
              Example:
              
"header": {
    "id": "dw-header",
    "widgets": {
        "head1": {
            "comp": "md-tooltip",
            "attributes": {
                "message": "Netlify"
            "children": [{
                "comp": "agentx-wc-iframe",
                "attributes": {
                    "src": "https://keen-jackson-8d352f.netlify.app"
            
You must add the style attributes display and height to configure any widgets through iFrame in the customizable widget area in the header. The best fit value of the height attribute is 64 pixels.
            
Ensure that you add the style attributes to the existing header widgets for them to load as expected within the iFrame.
              Example:
              
"head1": {
    "comp": "agentx-wc-iframe",
    "attributes": {
        "src": "https://widget-kad.s3.amazonaws.com/Headers/Timer/Timer.htm",
        "style": "height:64px;display:flex;"
            
We recommend that you use only a single row with multiple columns for the header because the header height is only 64 pixels. For more information on the alignment, see the  layout property section.
          




    
Navigation (Custom Pages)

            
In this section, you can add pages that appear on the left navigation bar. You specify a navigation icon and a unique URL for the widget to appear on the navigation bar. We recommend using a specific prefix for the URL to avoid conflicts. For more details, see the  nav property section. 
            
You can also have a collection of widgets that can display on this page. The page can have a single widget that appears on the screen or a collection of widgets in a grid. For more details on grid arrangement, see the  layout property section.
            
You do not need to add a dynamic-area wrapper to the widget tree. This means that you can drag and drop and resize widgets on custom pages when you enable this option.
              Example:
    "nav": {
        "label": “Custom Page”,
        "icon": "stored-info",
        "iconType": "momentum",
        "navigateTo": "dynamic-tabs",
        "align": "top",
        "isDefaultLandingPage": true
    "page": {
        "id": “my - custom - page“,
        "useFlexLayout": true,
        "widgets": {
            comp1”: {
                "comp": "md-tabs",
                "children": [{
                        "comp": "md-tab",
                        "textContent": "Shift Timer",
                        "attributes": {
                            "slot": "tab"
                        "comp": "md-tab-panel",
                        "attributes": {
                            "slot": "panel"
                        "children": [{
                            "comp": “my - custom - timer”,
                            “source”: http: //my-cdn.com/my-custom-timer.js
                                "wrapper": {
                                    "title": "Shift Timer",
                                    "maximizeAreaName": "app-maximize-area"
                        "comp": "md-tab",
                        "textContent": "Stock Market",
                        "responsive": "false"
                        "attributes": {
                            "slot": "tab"
                        "comp": "md-tab-panel",
                        "attributes": {
                            "slot": "panel"
                        "children": [{
                            "comp": "agentx-wc-iframe",
                            "responsive": "false"
                            "attributes": {
                                "src": "https://widget-kad.s3.amazonaws.com/Trading.htm"
                            "wrapper": {
                                "title": "Stock Market",
                                "maximizeAreaName": "app-maximize-area"
                        "comp": "md-tab",
                        "textContent": "Widget3",
                        "attributes": {
                            "slot": "tab"
                        "comp": "md-tab-panel",
                        "textContent": "Three Content",
                        "attributes": {
                            "slot": "panel"
            “comp2”: {
                "comp": “my - google - maps - component“,
                “source”: "https://my-cdn.com/my-google.maps.js
                "wrapper": {
                    "title": "Google Map",
                    "maximizeAreaName": "app-maximize-area"
        "layout": {
            "areas": [
                ["left", "right"]
            "size": {
                "cols": [1, 1],
                "rows": [1]
            
The following table describes nav and page properties along with their child properties:
            
Table 12. nav Property Details

                                
Property
                                
Description and Code
                                
nav > label
                                
This property indicates the page navigation identifier. The screen reader reads this property and it appears in the tooltip.
                                
These parameters are necessary to display your custom page on the navigation bar. 
                                
type Navigation.Item = {
    label: string;
    iconType: "momentum" | "other";
    icon: string;
    align: "top" | "bottom";
    navigateTo: string;
    iconSize ? : number;
    isResponsive ? : boolean;
                                
The label property is the title of the custom page. 
                                
nav > iconType
                                
This property represents the type of icon that displays in the navigation bar for the custom page.
                                
 The following types of icons are available:
                                        
Momentum: You can choose any available icons in the collection:  https://momentum.design/icons. The advantage of using Momentum is that it provides a few icons with an “active” version.
                                        
Use case of an active version:
                                        
For example, if you choose a Momentum icon type announcement, you can see the default icon on the navigation bar. When you navigate to the custom page (linked to the icon), the icon changes to the announcement-active version automatically. Ensure that you verify whether it has an active version of this same icon in the icon library.
                                        
Other: You can provide a custom image URL (hosted on a CDN) that appears on the navigation bar. If you use a black or white custom icon, the icon isn't visible when you switch between light and dark modes.
                                
nav > icon
                                
This property represents the name of the icon in the Momentum library or the CDN URL.
                                
type Navigation.Item ={
   icon:“announcement”;
// OR //
type Navigation.Item ={
   icon:“https://my-cdn.com
   /my-navigation-icon.png”;
                                
nav > align
                                
This property helps you align the icon to the top or bottom of the navigation bar. 
                                    
Currently, the property allows top alignment only.
                                
nav > isDefaultLandingPage
                            
This property specifies the default landing page for the agents in Agent Desktop. Set this property to true to make the navigation bar page the default Landing page that appears for the agents after signing in to the Agent Desktop. If more than one navigation bar page has this property set to true, the system considers the first navigation bar page to become the default Landing page.
 
 If no navigation bar page has this property set to true, the Home page acts as the default Landing page.

 

                                    
You can't set Agent Performance Statistics reports as the default landing page.




    

                                
nav > navigateTo
                                
This property specifies the name of the custom page. This name appears in the address bar when the agent navigates. 
                                    
The navigateTo must not include the following values: images, fonts, css, build_info, help, app, i18n, icons, images-mfe-wc, and sounds.
                                
type Navigation.Item = {
    navigateTo: “my - custom - page”;
            
Table 13. page Property Details

                                
Property
                                
Description and Code
                                
page > id
                                
In page property, you specify the custom page (dynamic widget) object. 
                                
The id property represents a unique page identifier. For example, my-custom-page-1. Agent can’t see this identifier on the Desktop.
                                
type DynamicWidgets.Page = {
    id: string;
    widgets: Record < string,
    DynamicWidget.Options > ;
    layout: Layout;
                                
page > useFlexLayout
                                
Flex layout is a new web component. It doesn't change the existing widgets. The new flex layout uses the same layout configuration format in a simplified way. It's backward compatible and doesn't impact existing widgets. You need to configure the JSON layout. To configure the JSON layout, provide the height and width of the widget. The widget is rendered in the same sequence as it's configured inside the JSON layout. Widgets have a default margin of 8 px.
                                
The JSON layout is based on the dimensions (width x height) and coordinates (X, Y, and Z) of the widgets.
                                
The flexible layout supports capabilities such as individual widget resize, maximize widgets, and so on.
                                
The height of individual widgets is measured in pixels. 1 unit of height = 40 pixels. The width of the widget depends on the number of columns in the container and the number of columns that change based on the container width.
                                
Widgets are displayed from the left to the right. The advanced layout engine uses custom logic to apply both horizontal and vertical space adjustment of widgets. Initially, the layout loads horizontally. After loading horizontally, the widget loads vertically and ensures that space utilization is optimal.
                                
Configure the widgets based on the screen size. You can either increase or decrease the width of the widgets, based on the screen size. This renders the widgets more readable and usable. 
                                
Flex layout provides standard breakpoints such as large, medium, small, and extra small.
                                        
Large widgets have a resolution of 1360 px or more. For large widgets, specify the column value as 12.
                                        
 Medium widgets have a resolution of 1070 px to 1360 px. For medium widgets, specify the column value as 10.
                                        
 Small widgets have a resolution of 850 px to 1070 px. For small widgets, specify the column value as 6.
                                        
 Extra small widgets have a resolution of 500 px. For extra small widgets, specify the column value as 4.
                                    
These pixels might vary based on the operating system and the broswer.
                                
"page": {
          "id": "landing",
          "useFlexLayout": true,
          "widgets": {
            "comp1": {
              "comp": "div",
              "width": 4,
              "height": 4,
              "textContent": "Widget 1",
              "attributes": {
                "style": "width: max-content; margin: 80px 240px; color: white;"
            "comp2": {
              "comp": "div",
              "width": 4,
              "height": 4,
              "textContent": "Widget 2",
              "attributes": {
                "style": "width: max-content; margin: 80px 240px;color: white;"
                                
page > widgets
                                
page > comp
                                
Helps you define your custom widgets. To place multiple widgets, specify widget options in sequence. Ensure that you give each widget a unique area name. Use it in the layout section later.
                                
"widgets": {
    "comp1": {
    "comp2": {
                                
This property represents the name of the custom HTML element (known as a Web Component or any other element - if you want to use it as a wrapper). For more information, see  Sample Use Case Examples. Enter your custom element name here without angular brackets (“<” or “>”). For example, “my-custom-element.” 
                                
Each entry under the widgets section supports the following format:
                                
type Options = {
    comp: string;
    script ? : string;
    properties ? : Record < string,
    any > ;
    attributes ? : Record < string,
    string > ;
    children ? : Options[];
    textContent ? : string;
    style ? : Partial < CSSStyleDeclaration > ;
    wrapper ? : {
        title: string;
        maximizeAreaName: string;
                                
page > script
                                
(Optional) This property is required only when you load the widget or component from a remote location such as a CDN. 
                                
"comp1": {
    "comp": "widget-one",
    "script": "http:/my-cdn.com /
        dynamic - widgets / widget - one.js ",
                                    
Don’t change the script URL for the same component. If you need to change the script URL for the same component, do one of the following:
                                            
Notify the agent to clear the browser cache and reload the Agent Desktop.
                                            
Retain the existing URL. Dynamically import the new bundle URL using the javascript hosted in the existing URL.
                                            
Example:
                                            
(function() {
          var script = document.createElement("script");
              script.src = <Your JS Script URL>
              script.type = "text/javascript";
              script.async = true;
              document.getElementsByTagName ("head").item(0).appendchild(script);
            } ) ()
                                
page > properties
                                
You can specify properties that you must pass for the Web component. 
                                
"properties": {
    "user": "admin",
                                
page > responsive
                                
Determines whether a web component or an iFrame based widget that is added in the custom layout at the page level or the comp level is responsive. Responsive web components make your web page visually appealing on all devices and are easy to use. You must use responsive iFrame widgets. 
                                
Configure this property with one of the following values:
                                        
True: Enables responsiveness of the widget. By default, all widgets are responsive based on the progressive screen sizes, orientation, and viewing areas of the device in use. 
                                        
False: Disables responsiveness of the widget. If the widgets do not support viewing on different devices, mark them as nonresponsive.
    "comp": "md-tab",
    "responsive": true,
    "attributes": {
        "slot": "tab",
        "class": "widget-pane-tab"
    "children": [{
        "comp": "slot",
        "attributes": {
            "name": "SCREEN_POP_TAB"
    "visibility": "SCREEN_POP"
    "comp": "md-tab-panel",
    "responsive": false,
    "attributes": {
        "slot": "panel",
        "class": "widget-pane"
    "children": [{
        "comp": "slot",
        "attributes": {
            "name": "CALL_GUIDE"
    "visibility": "CALL_GUIDE"
                                    
Nonresponsive widgets cannot ensure the best user experience and are not displayed in the smaller view. The agent must increase the size of the browser window to view any widgets that are configured as nonresponsive.
                                
page > attributes
                                
You can specify the Web component attributes in this section. 
                                
"attributes": {
         "disabled": "false",
                                
page > visibility
                                
Specifies whether the Cisco-offered widgets added in the custom layout at the page level or the comp level are visible or not. 
                                
Cisco-offered widgets are Contact History, Cisco Webex Experience Management, IVR Transcript, Preview Campaign Call Guide, and Screen Pop. 
                                            
The visibility property values are built in and defined in the default JSON file of the Desktop Layout. The administrator cannot modify the visibility property values of the Cisco-offered widgets.
                                            
The visibility property value NOT_RESPONSIVE is deprecated. You can continue to use it only for backward compatibility. Any value set as NOT_RESPONSIVE previously doesn't require modification, as the functionality remains the same. 
                                            
To set a newly created widget as responsive or not responsive, you must use the responsive property. For more information, see  responsive property.
                                
page > children
                                
This property is the core part of the layout. In the children section, you can nest as many levels as required if the Web Component-based widget allows you to pass children. To make that possible, the developer must programmatically handle the slotted content. For more information, see  Cisco Webex Contact Center Desktop Developer Guide. 
                                
To know about passing STORE values as properties, see  Share Data from Desktop to Widgets. 
                                
"children": [{
        "comp": "div",
        "textContent": "Test"
        "comp": "div",
        "textContent": “Test”
        "comp": "div",
        "textContent": "Test"
        "comp": "div",
        "textContent": "Test"
        "comp": "div",
        "children": [{
                "comp": "div",
                "textContent": “Test”
                "comp": "div",
                "textContent": "Test"
                "comp": "div",
                "textContent": "Test"
                                
The advantage of the “children” array section is that you can use existing Web Components in your layout specification, which is already part of the Desktop bundle. A few of the Desktop bundle Web Components include:
                                        
agentx-wc-iframe: A widget that allows you to place any web page into an iFrame as a widget.
                                        
dynamic-area: A component that allows you to enable the drag-and-drop feature for Agents in a place other than custom pages. The custom pages can also have this capability if you enable drag-and-drop by default.
                                        
Any component in the momentum-ui-web-component library. For more information, see  GitHub. For example:
                                                
md-tabs: Tabs container wrapper
                                                
md-tab: Single tab header
                                                
md-tab-panel: Single tab content
                                
For more information on the attributes for the persistent tab, see  Attributes for Persistent Tabs.
                                
page > textContent
                                
Helps you to add your text content. 
                                
"textContent": "My Text Content",
                                
page > style
                                
Helps you to assign a particular CSS style to your component.
                                
"style": {
    "backgroundColor": "#CBD",
    "overflow": "scroll"
                                
page > wrapper
                                
Widget wrapper allows you to add a toolbar on top of your widget. The toolbar can contain a title and the  (Maximize) icon on top of the widget. When the widget has occupied a small space on the page, the maximize icon allows the agent to see the widget in full workspace.
                                
Ensure that you use the default value as "app-maximize-area". Currently, only the default value is available. 
                                
"wrapper": {
    "title": My Widget Title ",
    "maximizeAreaName": "app-maximize-area"
                                
page > wrapper> id
                                
(Optional) The web component widget wrapper allows you to update the dynamic widget title using a unique identifier. Enter the widget wrapper id property value as unique-id-to-update-title. 
                                
"wrapper": {
    "title": My Widget Title ",
    "id": "unique-id-to-update-title",
    "maximizeAreaName": "app-maximize-area"
                                    
Ensure that you use the same unique identifier for the JavaScript CustomEvent. For more information, see the Asynchronous Events section in the Agent Contact Module chapter of the  Cisco Webex Contact Center Desktop Developer.




    

                                
To update the iFrame-based widget title, use the iFrame content from the same domain. The following is a sample example:
script type = "text/javascript" >
    var title = "";
window.addEventListener("update-title-event", function(e) {
    title = e.detail.title;
document.querySelector('#customEvent').onclick = function() {
    const e = new CustomEvent("update-title-event", {
        bubbles: true,
        detail: {
            title: "new title"
    window.parent.dispatchEvent(e);
/script> <
button id = "customEvent" > New Title < /button> <
    iframe src = "https://blog.logrocket.com/the-ultimate-guide-to-iframes/" > < /iframe>
                                
page > agentx-wc-iframe
                                
Allows you to embed a web page in an iFrame that appears as a widget on the Desktop. You can use the iFrame widget called “agentx-wc-iframe”. 
                                
"comp1": {
    "comp": "agentx-wc-iframe",
    "attributes": {
        "src": "https://blog.logrocket.com /
            the - ultimate - guide - to - iframes / "
    "wrapper": {
        "title": "AgentX iFrame",
        "maximizeAreaName": "app-maximize-area"
                                
page > layout
                            
Allows you to arrange the widgets on a page. 
The following format represents a grid layout:
type Layout = {
    areas: string[][];
    size: {
        rows: number[];
        cols: number[];
};
Here you can define the grid with the area names that you defined in the  widgets section.
The following example shows how the layout of three rows and three columns is specified: 
"layout": {
    "areas": [
            "comp1",
            "comp1",
            "comp3"
            "comp2",
            "comp2",
            "comp3"
            "comp4",
            "comp4",
            "comp4"
    "size": {
        "cols": [1, 1, 1],
        "rows": [1, 1, 1]
}
In the size section, numbers represent the fraction of space that a widget can occupy, relative to the other widgets. All three columns occupy equal 1 fraction of space. With 100% as available width, each widget occupies 33.33% of horizontal space. 
Another use case example, if you set as "cols": [1, 2, 2], it means that overall space is divided by 5 (1+2+2) and the first widget occupies 20% of horizontal space. The second and third widgets take 40% each. For more information, see  Basic Concepts of Grid Layout.

                                
page > ROOT
                                
Nesting of layouts is called a sublayout. In case you have nested layouts in your layout configuration, you must have a single "ROOT" object as a parent for sublayouts. Otherwise, your layout configuration can be flat if no nesting is required.
                                
This sublayout provides more control over the layout resize behavior. The  page layout property must be of type Record<string, Layout>. The layout property allows you to arrange the widgets on a page.
    "id": "some-id",
    "widgets": {
        "c1": {
            "comp": "div",
            "textContent": "c1"
        "c2": {
            "comp": "div",
            "textContent": "c2"
        "c3": {
            "comp": "div",
            "textContent": "c3"
        "c4": {
            "comp": "div",
            "textContent": "c4"
        "c5": {
            "comp": "div",
            "textContent": "c5"
    "layout": {
        "ROOT": {
            "areas": [
                ["c1", "sub1"],
                ["c2", "sub2"],
            "size": {
                "cols": [1, 1],
                "rows": [1, 1]
        "sub1": {
            "areas": [
                ["c3", "c4"]
            "size": {
                "cols": [1, 1],
                "rows": [1]
        "sub2": {
            "areas": [
                ["c1"],
                ["c5"]
            "size": {
                "cols": [1],
                "rows": [1, 1]
                                
This setup creates a grid in the ROOT layout with two subgrids that you can resize independently.
                                

                                
Resizing a component affects the components within that sublayout. 
                                

                                    
Be aware of the following cases:
                                
Infinite loop: If you include ROOT layout as a sublayout of ROOT, it causes a "call stack exceeded" error and runs into an infinite loop.
    "layout": {
        "ROOT": {
            "areas": [
                ["c1", "c2"],
                ["c3", "ROOT"],
            "size": {
                "cols": [1, 1],
                "rows": [1, 1]
                                

                                
Same Sub-Layout (N) times: If you include the sublayout into your grid more than once with the same name, and if you resize one of them, all the sublayouts get resized automatically. 
                                
If this is not the desired behavior, rename each of the sublayouts with a unique name.
    "layout": {
        "ROOT": {
            "areas": [
                ["c1", "sub1"],
                ["c2", "sub1"],
            "size": {
                "cols": [1, 1],
                "rows": [1, 1]
        "sub1": {
            "areas": [
                ["c3", "c4"]
            "size": {
                "cols": [1, 1],
                "rows": [1]
                                

            
Attributes for Persistent Tabs
            
To set the tabs in the custom pages and custom widgets as persistent, enter the attributes for md-tabs in the custom layout.
            
Example: Set Tabs as Persistent
    "comp": "md-tabs",
    "attributes": {
        "persist-selection": true,
        "tabs-id": "unique-id for all the tabs together in the container"
                                
Property
                                
Description
                                
persist-selection
                                
To set md-tabs to be persistent. The default value is true.
                                
tabs-id
                                
Unique identification for all the tabs together in the container.
            
When you set md-tabs to be persistent (persist-selection: true), Agent Desktop retains the tab selection even if an agent switches between pages or widgets in the Desktop. 
                        
The persist-selection property is not applicable for the tabs in the Auxiliary Information pane and Agent Performance Statistics reports page, because the persistent tab behavior is already set in the Desktop.
                        
The tab selection is reset to the default tab when you sign out of the Desktop, reload/refresh the browser, or clear the browser cache. 
          
Persistent Widgets Configuration

            
You can configure any custom widget to be persistent. Persistent widgets display on all pages of the Desktop. Persistent widgets display as a new tab in the Auxiliary Information pane only when you have an active contact request or conversation. For example, Sample Persistent widget.
            
Persistent widgets do not display on the Home page in the way they display on the other pages. However, if you have an active interaction, the persistent widgets display in the Home page as part of the Auxiliary Information pane. For example, when you have answered a call, the Interaction Control pane displays, and the Sample Persistent widget displays as part of the Auxiliary Information pane.
              Example:
              
"area": {
    "persistent": [{
            "comp": "md-tab",
            "attributes": {
                "slot": "tab"
            "children": [{
                    "comp": "md-icon",
                    "attributes": {
                        "name": "emoticons_16"
                    "comp": "span",
                    "textContent": "Custom Page Widget"
            "comp": "md-tab-panel",
            "attributes": {
                "slot": "panel"
            "children": [{
                "comp": "dynamic-area",
                "properties": {
                    "area": {
                        "id": "dw-panel-two",
                        "widgets": {
                            "comp1": {
                                "comp": "agentx-wc-iframe",
                                "attributes": {
                                    "src": "https://blog.logrocket.com/the-ultimate-guide-to-iframes/"
                                "wrapper": {
                                    "title": "AgentX iFrame",
                                    "maximizeAreaName": "app-maximize-area"
                            "comp2": {
                                "comp": "uuip-widget-two",
                                "script": "./dynamic-widgets/widget-two.js",
                                "attributes": {
                                    "title": "WIDGET 2 content"
                                "wrapper": {
                                    "title": "Widget 2 title",
                                    "maximizeAreaName": "app-maximize-area"
                        "layout": {
                            "areas": [
                                ["comp1", "comp2"]
                            "size": {
                                "cols": [1, 1],
                                "rows": [1]
            
When you customize a widget, you can choose either one of the options:
                
Host an application on a web page that can be embedded within an iframe.
                
Build a custom widget.
            
The technical widget requirements are described in the  Desktop Widget Development Documentation. As a layout editor, ensure that you have these details:
                
What is the name of the custom HTML element (known as Web Component)?
                
What is the URL to the content delivery network (CDN) source that hosts the JavaScript bundle?
            Auxiliary Information Pane

            
The Auxiliary Information pane of the Desktop displays the tabs which include the Cisco-offered (default) widgets and custom widgets. The following Cisco-offered widgets appear in the predefined tabs: 
                
Contact History
                
IVR Transcript 
                
Customer Experience Journey
                
Screen Pop
            
You can use the Auxiliary Information pane to:
                
Add tabs
                
Change the tab order
                
Remove predefined tabs
                
Mark the custom tabs as draggable
                
Add tooltips to the custom tabs
                
Add the Reset Tab Order option
              Example:
            
"panel": {
    "comp": "md-tabs",
    "attributes": {
        "class": "widget-tabs"
    "children": [{
            "comp": "md-tab",
            "attributes": {
                "slot": "tab",
                "class": "widget-pane-tab"
            "children": [{
                "comp": "slot",
                "attributes": {
                    "name": "CONTACT_HISTORY_TAB"
            "comp": "md-tab-panel",
            "attributes": {
                "slot": "panel",
                "class": "widget-pane"
            "children": [{
                "comp": "slot",
                "attributes": {
                    "name": "CONTACT_HISTORY"
            "comp": "md-tab",
            "attributes": {
                "slot": "tab",
                "class": "widget-pane-tab"
            "children": [{
                    "comp": "md-icon",
                    "attributes": {
                        "name": "pop-out_16"
                    "comp": "span",
                    "textContent": "Screen Pop"
            "visibility": "SCREEN_POP"
            "comp": "md-tab-panel",
            "attributes": {
                "slot": "panel",
                "class": "widget-pane"
            "children": [{
                "comp": "#SCREEN_POP"
            "comp": "md-tab",
            "attributes": {
                "slot": "tab"
            "children": [{
                    "comp": "md-icon",
                    "attributes": {
                        "name": "emoticons_16"
                    "comp": "span",
                    "textContent": "Custom Widget"
            "comp": "md-tab-panel",
            "attributes": {
                "slot": "panel"
            "children": [{
                "comp": "dynamic-area",
                "properties": {
                    "area": {
                        "id": "dw-panel-two",
                        "widgets": {
                            "comp1": {
                                "comp": "agentx-wc-iframe",
                                "attributes": {
                                    "src": "https://blog.logrocket.com/the-ultimate-guide-to-iframes/"
                                "wrapper": {
                                    "title": "AgentX iFrame",
                                    "maximizeAreaName": "app-maximize-area"
                            "comp2": {
                                "comp": "widget-one",
                                "script": "https://my-cdn.com/dynamic-widgets/widget-one.js",
                                "wrapper": {
                                    "title": "Widget title",
                                    "maximizeAreaName": "app-maximize-area"
                        "layout": {
                            "areas": [
                                ["comp1"],
                                ["comp2"]
                            "size": {
                                "cols": [1],
                                "rows": [1, 1]
            
You can configure the Customer Experience Journey widget after you enable the Customer Experience Management Metrics on the Management Portal.
            
In the Auxiliary Information pane, add new tabs to place your custom widgets. No special rules apply here and the component nesting is as expected and described in the children section. For more information, see the  Children property of the page.
            
The following are the specific examples to customize your tab headers:
              Example to Place Icons and Labels in the Children Property
    "comp": "md-tab",
    "attributes": {
        "slot": "tab",
        "class": "widget-pane-tab"
    "children": [{
            "comp": "md-icon",
            "attributes": {
                "name": "transcript_16"
            "comp": "span",
            "textContent": “My Widget Tab”
              Example to Place Image (with CSS) and Labels in the Children Property
    "comp": "md-tab",
    "attributes": {
        "slot": "tab"
    "children": [{
        "comp": "span",
        "attributes": {
            "style": "align-items: center; display: flex;"
        "children": [{
                "comp": "img",
                "attributes": {
                    "src": “http: //my-cdn.com/icon.svg”,
                        "width": 16,
                    "height": 16,
                    "style": "margin-right: 0.5rem;"
                "comp": "span",
                "textContent": “My Widget Tab”
              
The More Tabs drop-down list appears automatically when the Auxiliary Information pane contains multiple tabs.
              
You must add a custom tab tooltip for readability and accessibility. To add a tooltip for a custom tab, wrap the component with md-tooltip. Enter the tooltip information in the message property and apply the style property values as shown in the following example.
              
"comp": "md-tooltip",
"attributes": {
    "class": "widget-tabs",
    "message": "Sample Tab 1",
    "style": "max-width: 252px; min-width: 110px; overflow: hidden; text-overflow: ellipsis; white-space: nowrap; display: inline-block; margin-bottom: -10px;"
                
For a custom tab, we recommend a maximum width of 252 pixels and a minimum width of 110 pixels.
              
To enable the drag-and-drop feature within the custom tab, add the following property within the attributes: 
              
"comp": "md-tabs",
"attributes": {
    "class": "widget-tabs",
    "draggable": true,
    "comp-unique-id": "sample-dynamic-custom-tabs"
                    
draggable: Set the draggable property value to true.
                    
comp-unique-id: Enter a unique value to identify the component.
                    
Example:
                    
"comp-unique-id": "sample-dynamic-custom-tabs"
              
If you enable drag-and-drop for a custom tab, the agent can drag and drop the tab to the required position within the Auxiliary Information pane. To reset the tabs to the default tab order, add the following property: 
              
"comp": "agentx-wc-more-actions-widget",
"attributes": {
    "slot": "settings",
    "class": "widget-pane",
    "tabs-unique-id": "sample-dynamic-custom-tabs"
                    
agentx-wc-more-actions-widget: Enter the component that is displayed as the More Actions () icon in the Auxiliary Information pane.
                    
slot="settings": Enter an attribute within the component that is displayed as the Reset Tab Order option in the More Actions drop-down list. Agents can reset the tabs in the Auxiliary Information pane to the default order by clicking the  > Reset Tab Order. 
                    
tabs-unique-id: Enter the same unique value defined for the comp-unique-id property to map and reset the md-tabs components.
              
The following sample code uses the More Actions and Reset Tab Order functions.
              
"comp": "agentx-wc-more-actions-widget",
"attributes": {
    "slot": "settings",
    "class": "widget-pane",
    "tabs-unique-id": "sample-dynamic-custom-tabs"
"children": [{
    "comp": "div",
    "attributes": {
        "textContent": "custom action",
        "slot": "custom-action"
    "children": [{
            "comp": "agentx-wc-notes-header-widget"
            "comp": "agentx-wc-menu-notification"
                
By default, the tooltip, ellipsis icon, and tab order reset for predefined tabs are defined.
              
The More Actions drop-down list can be extended to add additional custom components or widgets after the Reset Tab Order option. The following is a sample set of style property values that can be applied to additional components.
              
"comp": "md-tooltip",
"attributes": {
    "class": "widget-tabs",
    "message": "Sample Element",
    "style": "max-width: 252px; min-width: 110px; overflow: hidden; text-overflow: ellipsis; white-space: nowrap; display: inline-block; margin-bottom: -10px;"
                
The drag-and-drop feature is not supported for the additional custom components or widgets that are added to the More Actions drop-down list.
          




    
Headless Widgets

            
In the headless section, you can add widgets that are hidden and do not appear on the Agent Desktop. These widgets are used to execute logic in the background. This section is useful to trigger events that occur on the Desktop and execute widget-specific logic. For example, opening a custom CRM Screen Pop for an SMS on its arrival.
              Example:
            
"headless":{
   "id":"headless",
   "widgets":{
      "comp1":{
         "comp":"headless-widget-one",
         "script":"https://my-cdn.com/dynamic-widgets/headless-widget-one.js",
      "comp2":{
         "comp":"headless-widget-two",
         "script":"https://my-cdn.com/dynamic-widgets/headless-widget-two.js",
   "layout":{
      "areas":[[ "comp1", comp2" ]], 
      "size": { "cols": [1, 1], "rows": [1] } 
          
Share Data from Desktop to Widgets

            
To receive real-time data through properties or attributes inside a custom widget, assign appropriate STORE values in the layout JSON configuration. 
            
In addition, to access the data through JavaScript SDK subscribers, you can also pass the data through properties or attributes. If your component is built to react to property or attribute changes, you get real-time data updates from Agent Desktop, which is called a data provider. 
            
Currently, we have a single data provider under a key STORE. For more information, see the Data Provider—Widget Properties and Attributes section in the  Cisco Webex Contact Center Desktop Developer Guide.
          
Preview Campaign Call

            
The administrator creates campaigns, configures the dialing mode (preview), and assigns the campaigns to teams. If an agent is part of a team to which campaigns are assigned, then the agent can make an outbound preview campaign call. For more information, see the  Cisco Webex Contact Center Campaign Manager User Guide. 
            
The administrator configures the following in the custom layout to enable preview campaign contact for an agent.
                
 Campaign Contact
                
 Call Guide
              Campaign Contact 
            
The administrator adds the Campaign Contact widget in the header container of the custom layout. The campaign contact displays the customer's contact information based on the defined properties. For more information on the layout alignment, see the  layout property section.
              Example:
            
"header":{
   "id":"dw-header",
   "widgets":{
      "acqueon-component":{
         "comp": "agentx-preview-campaign",
         "properties":{
            "isCampaignManagementEnabled": "$STORE.agent.isCampaignManagementEnabled",
            "agentDbId": "$STORE.agent.acqueonAgentId",
            "lcmUrl": "$STORE.agent.lcmUrl",
            "isCallInProgress": "$STORE.agentContact.isActiveCall",
            "outdialEntryPointId": "$STORE.agent.outDialEp",
            "teamId": "$STORE.agent.getAcqueonTeamId",
            "campaignManagerAdditionalInfo": "$STORE.agent.campaignManagerAdditionalInfo",
            "orgId": "$STORE.agent.orgId",
            "dialerProxyHost": "$STORE.envVaribles.serviceUrls.dialerProxyHost",
            "isProgressiveCampaignEnabled": "$STORE.app.featureFlags.isProgressiveCampaignEnabled"
   "layout":{
      "areas":[
            "acqueon-component"
      "size":{
          "cols":[1], "rows":[1]
              Call Guide 
            
The Call Guide widget displays in the Auxiliary Information pane on the Desktop. The call guide displays the questions and answers at the campaign level. The agent is prompted to read through the set of questions in the call guide and submit the responses.
              Example:
            
"panel":{
   "comp":"md-tabs",
   "attributes":{
      "class":"widget-tabs"
   "children":[
         "comp":"md-tab",
         "attributes":{
            "slot":"tab",
            "class":"widget-pane-tab"
         "children":[
               "comp":"md-icon",
               "attributes":{ "name":"icon-note_16"
               "comp":"span", "textContent":"Call Guide"
         "visibility":"CALL_GUIDE"
         "comp":"md-tab-panel",
         "attributes":{
            "slot":"panel", "class":"widget-pane"
         "children":[
               "comp": "acqueon-call-guide",
               "script": "http://localhost:5555//index.js", // include CDN link here
               "wrapper":{
                  "title":"Call Guide", "maximizeAreaName":"app-maximize-area"
               "properties":{
                  "lcmKey":"$STORE.agentContact.getCallGuideProps.LCMKey",
                  "agentDbId":"$STORE.agent.acqueonAgentId",
                  "lcmUrl":"$STORE.agent.lcmUrl",
                  "campaignManagerAdditionalInfo":"$STORE.agent.campaignManagerAdditionalInfo"
                  "orgId": "$STORE.agent.orgId",
                  "dialerProxyHost": "$STORE.envVaribles.serviceUrls.dialerProxyHost",
                  "isProgressiveCampaignEnabled": "$STORE.app.featureFlags.isProgressiveCampaignEnabled"
         "visibility":"CALL_GUIDE"
               
The following comp property references have changed. agentx in the property value is replaced with acqueon: 
                     
agentx-preview-campaign is renamed to acqueon-preview-campaign
                     
agentx-call-guide is renamed to acqueon-call-guide
               
You must host List and Campaign Manager (LCM) on a CDN and then specify the URL in the script property. 
          




    
Screen Pop

            
In the Desktop Layout, you can configure Screen Pop in one of the following ways:
                    
As a custom page
                    
As one of the widgets in the custom page
                    
As a tab in the Auxiliary Information pane
            
The Screen Pop is displayed on the Desktop based on the following factors:
            
For the Voice channel:
                    
The configuration defined in the Desktop Layout
                    
The Screen Pop activity defined in the Flow Designer
            
For the New Digital Channels:
                    
The configuration defined in the Desktop Layout
                    
The Screen Pop node defined in the Connect Flow Builder
            
For more information on configuring Screen Pop, see  Screen Pop.
            
Configuring Screen Pop in the Navigation Bar
            
You can configure Screen Pop as a custom page, or as one of the widgets in a custom page. To access the Screen Pop custom page, click the Screen Pop icon on the Navigation bar. To access the Screen Pop widget in the custom page, click the custom icon on the Navigation bar. For more information on nav properties, see  Navigation (Custom Pages).
            
Example: Screen Pop as a Custom Page
    "nav": {
        "label": "Screen Pop",
        "icon": "pop-out",
        "iconType": "momentum",
        "navigateTo": "/screenpop",
        "align": "top"
    "page": {
        "id": "agentx-wc-screen-pop",
        "widgets": {
            "comp1": {
                "comp": "agentx-wc-screen-pop",
                "properties": {
                    "screenPopUrl": "$STORE.session.screenpop.screenPopSelector"
        "layout": {
            "areas": [
                ["comp1"]
            "size": {
                "cols": [1],
                "rows": [1]
    "visibility": "SCREEN_POP"
            
Example: Screen Pop as a Widget in the Custom Page
"comp1": {
    "comp": "agentx-wc-screen-pop",
    "properties": {
        "screenPopUrl": "$STORE.session.screenpop.screenPopSelector"
                
If the Screen Pop is not configured in the Flow Designer, the custom page appears blank. For more information on configuring Screen Pop in the Flow Designer, see  Screen Pop.
			
Configuring Screen Pop in the Auxiliary Information Pane
			
You can configure Screen Pop to appear as a tab in the Auxiliary Information pane. 
				
By default, Screen Pop appears as a new sub tab in the Screen Pop tab of the Auxiliary Information pane if Screen Pop is configured to be displayed as Inside Desktop in the Flow Designer. 
			
Add the following attribute in the panel section to include Screen Pop as a tab in the Auxiliary Information pane. For more information on panel details, see  Auxiliary Information Pane.
			
Example: Screen Pop as a tab in the Auxiliary Information Pane
         "comp":"md-tab",
         "attributes":{
            "slot":"tab",
            "class":"widget-pane-tab"
         "children":[
            { "comp": "md-icon", "attributes": { "name": "pop-out_16" }},
            { "comp": "span", "textContent": "Screen Pop" }], 
          "visibility": "SCREEN_POP" 
          "comp": "md-tab-panel", 
          "attributes": { "slot": "panel", "class": "widget-pane" }, 
          "children": [{ "comp": "#SCREEN_POP"
                
The Screen Pop display option defined in the Flow Designer takes precedence over the configuration defined in the Desktop Layout. 
                
For example, consider you have configured the following Screen Pop settings:
                        
Flow Designer—Display settings as In the new browser tab
                        
Desktop Layout—As a tab in the Auxiliary Information pane
                
When the event for which screen pop is configured occurs, the Screen Pop is displayed outside the Desktop - that is, in a new browser tab.
          
Sample Use Case Examples

            
The following sections provide a few examples for your reference: 

                    
 Configure and Access Customer Experience Management Metrics Widget From the Navigation Bar
                    
 Using Tabs on the Custom Page
                    
 Default Auxiliary Information Pane with Contact History, and Screen Pop
                    
 Auxiliary Information Pane with Customer Experience Journey Widget 
                
Configure and Access Customer Experience Management Metrics Widget From the Navigation Bar
                
Example:
    "nav": {
        "label": "Customer Experience Management Metrics",
        "icon": "/app/images/wxm.bcd45cc3.svg",
        "iconType": "other",
        "navigateTo": "wxm-metrics",
        "align": "top"
    "page": {
        "id": "wxm-metrics",
        "widgets": {
            "comp1": {
                "comp": "agentx-wc-cloudcherry-widget",
                "attributes": {
                    "metrics": true
                "properties": {
                    "userModel": "$STORE.app.userModel",
                    "spaceId": "",
                    "metricsId": "",
                    "teamId": "$STORE.agent.teamName",
                    "ani": "$STORE.agentContact.taskSelected.ani",
                    "isDarkMode": "$STORE.app.darkMode"
                "wrapper": {
                    "title": "Customer Experience Journey",
                    "maximizeAreaName": "app-maximize-area"
        "layout": {
            "areas": [
                ["comp1"]
            "size": {
                "cols": [1],
                "rows": [1]
                    
To get the spaceId and metricsId, see the  Webex Experience Management documentation.
                
Using Tabs on the Custom Page
                
Example:
    "nav": {
        "label": "Dynamic Tabs",
        "icon": "stored-info",
        "iconType": "momentum",
        "navigateTo": "dynamic-tabs",
        "align": "top"
    "page": {
        "id": "page-id-tabs",
        "widgets": {
            "comp1": {
                "comp": "md-tabs",
                "children": [{
                        "comp": "md-tab",
                        "textContent": "One",
                        "attributes": {
                            "slot": "tab"
                        "comp": "md-tab-panel",
                        "attributes": {
                            "slot": "panel"
                        "children": [{
                            "comp": "widget-two",
                            "script": "http:/my-cdn.com/dynamic-widgets/widget-two.js"
                        "comp": "md-tab",
                        "textContent": "Two",
                        "attributes": {
                            "slot": "tab"
                        "comp": "md-tab-panel",
                        "textContent": "Two Content",
                        "attributes": {
                            "slot": "panel"
            "comp2": {
                "comp": "widget-two",
                "script": " http:/my-cdn.com/dynamic-widgets/widget-two.js"
        "layout": {
            "areas": [
                ["comp1", "comp2"]
            "size": {
                "cols": [1, 1],
                "rows": [1]
                
Default Auxiliary Information Pane with Contact History and Screen Pop
                
Example:
                
"panel": {
    "comp": "md-tabs",
    "attributes": {
        "class": "widget-tabs"
    "children": [{
            "comp": "md-tab",
            "attributes": {
                "slot": "tab",
                "class": "widget-pane-tab"
            "children": [{
                "comp": "slot",
                "attributes": {
                    "name": "CONTACT_HISTORY_TAB"
            "comp": "md-tab-panel",
            "attributes": {
                "slot": "panel",
                "class": "widget-pane"
            "children": [{
                "comp": "slot",
                "attributes": {
                    "name": "CONTACT_HISTORY"
    "comp": "md-tab",
    "attributes": {
        "slot": "tab",
        "class": "widget-pane-tab"
        "comp": "md-tab",
        "attributes": {
            "slot": "tab",
            "class": "widget-pane-tab"
        "children": [{
            "comp": "slot",
            "attributes": {
                "name": "SCREEN_POP_TAB"
        "visibility": "SCREEN_POP"
        "comp": "md-tab-panel",
        "attributes": {
            "slot": "panel",
            "class": "widget-pane"
        "children": [{
            "comp": "slot",
            "attributes": {
                "name": "SCREEN_POP"
        "visibility": "SCREEN_POP"
                
Auxiliary Information Pane with Customer Experience Journey Widget 
                
Example:
                
"panel": {
    "comp": "md-tabs",
    "attributes": {
        "class": "widget-tabs"
    "children": [{
                "comp": "md-tab",
                "attributes": {
                    "slot": "tab"
                "children": [{
                    "comp": "slot",
                    "attributes": {
                        "name": "WXM_JOURNEY_TAB"
                "visibility": "WXM_JOURNEY"
                "comp": "md-tab-panel",
                "attributes": {
                    "slot": "panel",
                    "class": "widget-pane"
                "children": [{
                    "comp": "agentx-wc-cloudcherry-widget",
                    "properties": {
                        "userModel": "$STORE.app.userModel",
                        "spaceId": "",
                        "metricsId": "",
                        "teamId": "$STORE.agent.teamName",
                        "ani": "$STORE.agentContact.taskSelected.ani",
                        "isDarkMode": "$STORE.app.darkMode"
                    "wrapper": {
                        "title": "Customer Experience Journey",
                        "maximizeAreaName": "app-maximize-area"
                    "comp": "md-tab",
                    "attributes": {
                        "slot": "tab",
                        "class": "widget-pane-tab"
                    "children": {
                        "comp": "md-tab",
                        "attributes": {
                            "slot": "tab",
                            "class": "widget-pane-tab"
                        "children": [{
                            "comp": "slot",
                            "attributes": {
                                "name": "CONTACT_HISTORY_TAB"
                        "comp": "md-tab-panel",
                        "attributes": {
                            "slot": "panel",
                            "class": "widget-pane"
                        "children": [{
                            "comp": "slot",
                            "attributes": {
                                "name": "CONTACT_HISTORY"
                        "comp": "md-tab",
                        "attributes": {
                            "slot": "tab",
                            "class": "widget-pane-tab"
                        "children": [{
                            "comp": "slot",
                            "attributes": {
                                "name": "SCREEN_POP_TAB"
                        "visibility": "SCREEN_POP"
                        "comp": "md-tab-panel",
                        "attributes": {
                            "slot": "panel",
                            "class": "widget-pane"
                        "children": [{
                            "comp": "slot",
                            "attributes": {
                                "name": "SCREEN_POP"
                        "visibility": "SCREEN_POP"
                    "visibility": "SCREEN_POP"
          




    
Keyboard Shortcuts

            
Keyboard shortcuts define an alternative way to perform a specific action on the desktop. For more information on the system-defined keyboard shortcuts, see the Access Keyboard Shortcuts section in the Introduction chapter of the  Cisco Webex Contact Center Agent Desktop User Guide.
                
The order of the shortcut key number in the Agent Desktop navigation bar is based on the order in which the related widget or custom page is configured in the Desktop Layout. For example, if the Cisco Webex Experience Management icon is the third item in your navigation bar, the Ctrl + Alt + 3 opens the Cisco Webex Experience Management page.
            
The developer can register the keyboard shortcuts for custom widgets using the Shortcut Key module. For more information, see  Cisco Webex Contact Center Desktop Developer Guide.
            
Keyboard Shortcut Conflicts
            
Keyboard shortcut conflicts occur if multiple widgets use the same keyboard shortcut. This causes the keyboard shortcut to be disabled until the conflict is resolved.
            
Keyboard shortcut conflicts can occur in the following scenarios:
            
Scenario

                                
Resolution
                                
Conflicts can occur when two widgets (custom widget or Cisco-provided desktop widget) have the same keyboard shortcut, and both are on the same page.
                                
Move one of the widgets (custom widget) to another page. The resolution is applicable for all non-page-level widgets.
                                
Conflicts can occur when the keyboard shortcut is the same for a custom widget and a page-level widget.
                                
This conflict cannot be resolved by the Agent Desktop administrator.
                        
When there are multiple instances of the same widget with the same keyboard shortcut, the system ignores the duplicate key registration for the widget. When the keyboard shortcut is used, all instances of the widget are triggered.
                        
The administrator cannot create new keyboard shortcuts or modify the existing (out-of-the-box) keyboard shortcuts.
                        
Any conflict of the Agent Desktop keyboard shortcuts with the browser or operating system keyboard shortcuts cannot be resolved. The behavior depends on the browser or the operating system. When the conflicting keyboard shortcut is used, both the Agent Desktop functionality and the browser or operating system functionality might be executed.
          
Localization

            
The Desktop
            UI supports localization in 29 languages. 
The following are the supported languages: 
Bulgarian, Catalan, Chinese (China), Chinese (Taiwan), Croatian, Czech, Danish, Dutch, English (UK), English (US), Finnish, French, German, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese (Brazil), Portuguese (Portugal), Romanian, Russian, Serbian, Slovak, Slovenian, Spanish, Swedish, and Turkish.
            
The Desktop UI language is based on the language preference settings on your browser. For example, let us consider that you have selected the preferred language as French on the Firefox browser. When you launch the Desktop in the Firefox browser, the Desktop UI appears in Français (French). However, the horizontal header, navigation bar, and other components added in the Desktop Layout are not localized based on the language preference settings on your browser. 
            
Localize Desktop Components
            
To localize desktop components,
                    
Use the existing localization keys set in the app.json file. If the localization keys are not set, the default language English (US) is used. You can submit a service request to Cisco Support to add a localization key to the app.json file.
                    
Example: Localization Key 
    "common": {
        "buttonTitle": "Stop Timer"
                    
Enter the following case-sensitive property in the Desktop Layout JSON file to localize a component:
                    
"textContent": "$I18N.<key>",
                    
where <key> refers to the corresponding localization key in the app.json file.
            
Example: Localize Header Component 
            
"header": {
    "id": "header",
    "widgets": {
        "head1": {
            "comp": "md-button",
            "attributes": {
                "slot": "menu-trigger",
                "style": "height: 64px"
            "children": [{
                    "comp": "span",
                    "textContent": "$I18N.common.buttonTitle",
            
Example: Localize Tab Component in the Auxiliary Information Pane
            
"panel": {
    "comp": "md-tab",
    "attributes": {
        "slot": "tab"
    "children": [{
        "comp": "span",
        "textContent": "$I18N.panelTwo.screenPopTitle"
          
View a Desktop Layout
To view a desktop layout:

              From the Management Portal navigation bar, choose 
              Provisioning > Desktop Layout.

            
Select the ellipsis icon next to the Desktop Layout name that you need to view, and click View.
            
View the following details:
                                        
Setting
                                        
Description
                                        
Shows the name of the layout.
                                        
Description
                                    
Shows the description for the layout.

                                        
Shows the team name that is assigned to this layout.
                                    
JSON File
Shows the JSON file that is used for this layout.
        
Edit a Desktop Layout
You can edit the Global Layout or a custom desktop layout. To edit a desktop layout:

              From the Management Portal navigation bar, choose 
              Provisioning > Desktop Layout.

            
Select the ellipsis icon next to the Desktop Layout that you need to edit, and click Edit.
            
Edit the following details:
                                        
Setting
                                        
Description
                                        
Enter a name that identifies the purpose of the layout.
                                        
Description
                                    
Enter a description.

                                        
Choose a team name from the drop-down list.
                                                    
If a custom layout is already assigned to a team, then that team name doesn’t appear in this drop-down list. For more information on the Team settings, see  Create a team.
                                                    
If you assign a custom layout on this page, you overwrite the global layout, which is the default layout for all teams.
                                    
JSON File
Click to download the Default Desktop Layout.json file and customize the layout as described in  Define a Custom Desktop Layout. 

 

                                            
If you use the unmodified layout, the new layout-based features appear automatically on the Desktop. The Desktop users can view the new layout-based features when they sign in or reload the browser.
            
Once you've customized the file, click Upload to upload the customized JSON file. 
                                
The system validates the JSON file for errors and an appropriate message appears. 
                                
The system enables the Save button when the validation is complete.
                                
To integrate Webex Experience Management widgets, see the  Webex Experience Management documentation.
            
Select the ellipsis icon next to the Desktop Layout that you need to copy, and click Copy.
                        
When you copy a desktop layout, the Team field is not copied. Ensure that you configure the Team field.
            
Edit the following details:
                                        
Setting
                                        
Description
                                        
Enter a name that identifies the purpose of the layout.
                                        
Description
                                    




    
Enter a description.

                                        
Choose a team name from the drop-down list.
                                                    
If a custom layout is already assigned to a team, then that team name doesn’t appear in this drop-down list. For more information on the Team settings, see  Create a team.
                                                    
If you assign a custom layout on this page, you overwrite the global layout, which is the default layout for all teams.
                                    
JSON File
Click to download the Default Desktop Layout.json file and customize the layout as described in  Define a Custom Desktop Layout. 

 

                                            
If you use the unmodified layout, the new layout-based features appear automatically on the Desktop. The Desktop users can view the new layout-based features when they sign in or reload the browser.
            
Once you've customized the JSON file locally, click Upload to upload the file. The Webex Contact Center system starts to validate the JSON file. 
                                
The system validates the JSON file for errors and an appropriate message appears. 
                                
The system enables the Save button when the validation is complete.
                                
To integrate Webex Experience Management widgets, see the  Webex Experience Management documentation.
        
Deactivate a Desktop Layout

            
You cannot deactivate a desktop layout if the layout is assigned to a team. When you try to deactivate such a layout, a message informs you that you cannot deactivate the desktop layout. You can click the information icon in the message to view the list of entities that you have associated with this desktop layout.
            
After you deactivate a desktop layout, you can still see it in the desktop layout page as Not Active. 
            
To deactivate a Desktop Layout:
              From the Management Portal navigation bar, choose 
              Provisioning > Desktop Layout.

            
Click the ellipsis icon beside the desktop layout you want to deactivate, and click Mark Inactive.
            
Click Yes to confirm.
            
The status of the desktop layout changes to Not Active.

 

                        
Once the object is marked inactive, it can be permanently deleted. For more information, see  Delete inactive objects permanently.
        
Activate a Desktop Layout

              From the Management Portal navigation bar, choose 
              Provisioning > Desktop Layout.

            
Click the ellipsis icon beside the desktop layout that you want to activate and click Restore. 
            
Click Yes to confirm.
            
The status of the desktop layout changes to Active.
  
Skill Definitions

      
Skills-based routing is an optional Webex Contact Center feature that enables you to assign skill requirements, such as language fluency or product expertise, to incoming calls so they can be distributed to agents with a matching set of skills.
      
The Skill Definitions page provides an interface for viewing, creating, and editing the skills that can be assigned to calls and to skill profiles, which can then be assigned to teams or individual agents. For more information, see see  About Skills-based Routing and
             Skill Profiles.
      
The maximum number of active skills that you can create is determined by the Maximum Skills and Maximum Text Skills values provisioned for your enterprise. For more information, see  Tenant Settings.
    
Create a Skill Definition

            
On the Portal navigation bar, choose Provisioning > Skills > Skill Definition.
            
On the Skill Definitions page, click + New Skill Definition.
            
Specify the skill settings as described in this table.
                                        
Setting
                                        
Description
                                        
Enter a name for the skill.
                                        
Description
                                        
Optionally, enter a description of the skill.
                                        
Service Level Threshold
                                        
Specify how many seconds a customer call can be in queue for this skill before being flagged as outside the service level. If a call is completed within this time interval, it is considered to have been handled within service level for this skill.
                                        
If you are creating a new skill, specify the skill type:
                                                
Text: A free-form text skill that must be matched exactly. For example, you might define a skill named Extension that will let you route a call to a specific agent’s extension number based on digits entered by the caller in response to a prompt. The text value can include up to 40 characters, including spaces.
                                                
Proficiency: Can have a value ranging from 0 to 10 that represents the agent’s level of expertise in the skill. For example, you might define a skill for each language that your agents speak.
                                                
Boolean: Can have the value of True or False to indicate whether or not the agent has the skill. For example, you might define a skill named PremierService to ensure that your most valuable customers get the best service. Your most experienced agents can be assigned a value of True, and your least experienced agents can be assigned a value of False
                                                
Enum: A named set of predefined values. For example, a skill named Line of Business might have a set of three values: Sales, Service, and Billing. Each value can include up to 20 characters, including spaces.
                                            
You can't change the skill type later.
                                        
Status
                                        
Select Active or Not Active. You can't inactivate a skill, if it is used in a skill profile or a routing strategy.
            
Click Save.
            
To reset the settings in all fields, click Reset.
      
Edit a Skill Definition

                
To view and edit a skill definition:
                
To view and edit a skill definition:
            
 On the Management Portal navigation bar, choose Provisioning > Skills > Skill Definition.
            
Click the ellipsis icon beside the skill that you want to edit and click Edit.
            
Edit the skill settings as described in this table.
                                        
Setting
                                        
Description
                                        
Displays the name of the skill. You can't edit the name of the skill.
                                        
Description
                                        
Optionally, enter a description of the skill.
                                        
Service Level Threshold
                                        
Specify how many seconds a customer call can be in the queue for this skill before being flagged as outside the service level. If a call is completed within this time interval, it is considered to have been handled within the service level for this skill.
                                        
Displays the skill type. You can't edit the skill type.
                                        
List Values
                                        
This field is displayed only if the skill type is enum. Specify the values that can be associated with this skill. For example, for an enum skill named Operating System, you might define three values: Windows, Linux, and Unix. Each value is limited to a maximum length of 20 characters, including spaces.
                                                
To add a value, type the value name in the List Value field and then press Enter. Repeat for each value you want to add.
                                                
To delete a value, click x on the value entry.
                                        
Status
                                        
Select Active or Not Active. You can't inactivate a skill, if it is used in a skill profile or a routing strategy.
            
Click Save.
      
Deactivate a Skill Definition

            
On the Management Portal navigation bar, choose Provisioning > Skills > Skill Definition.
            
Click the ellipsis icon besides the skill that you want to delete and click Mark Inactive.
            
Click Yes to confirm.
                        
Once the object is marked inactive, it can be permanently deleted. For more information, see  Delete inactive objects permanently.
            
 On the Management Portal navigation bar, choose Provisioning > Skills > Skill Definition. 
            
Click the ellipsis icon beside a skill with the status Not Active and click Restore.
            
Click Yes to confirm.
            
The status of the skill changes to Active.
  
Skill Profiles

      
A skill profile is a set of skills, each with an assigned value, that you assign to an agent-based team or to an individual agent. For example, you can assign a skill of English a high level of proficiency in one skill profile and a lower level in another profile.
      
If you assign a skill profile to a team, all agents that are logged in to that team are associated with that skill profile unless an agent is assigned a specific skill profile.
                    
As an administrator, you can update the skill profile of agents. These changes are applied to all relevant agents without the need for these agents to sign out and sign back in to the Agent Desktop.
                    
The number of agents who share the same skill profile is limited to 500 to ensure effective performance of the system. You can assign the skill profile to the agent directly or to a team (Choose Provisioning > Skills > Skill Profiles). When you add an agent to a team, the agent is assigned the team’s skill profile.
    




    
Create a Skill Profile

            
On the Management Portal navigation bar, choose Provisioning > Skills > Skill Profiles.
            
On the Skill Profiles page, click + New Skill Profile.
            
Enter the name of the skill profile and description.
            
Select the active skills you want to assign from the Active skills list.
            
Provide the appropriate skill value. For more information, see  Skill definitions.
            
Click Save to save the skill profile.
            
 (Optional) Click Reset to reset the values in all fields.
      
Edit a Skill Profile

            
On the Management Portal navigation bar, choose Provisioning > Skills > Skill Profiles.
            
Click the ellipsis icon beside the skill profile and click Edit.
            
Edit the name, description, and active skills.
            
Click Save to save the skill profile.
      
Copy a Skill Profile

            
On the Management Portal navigation bar, choose Provisioning > Skills > Skill Profiles.
            
Click the ellipsis icon beside a skill profile and click Copy.
            
Edit the necessary details.
            
Click Save to save the skill profile.
      
Delete a Skill Profile
 On the Management Portal navigation bar, choose Provisioning > Skills > Skill Profiles.
Click the ellipsis icon beside the skill profile that you want to delete and choose Delete.
Click Yes to confirm.
Threshold Rules

      
If your enterprise uses the Threshold Alerts feature, authorized users can create threshold rules to monitor agent and call data.
    
Call Metrics

        
You can configure threshold rules for call metrics. For each rule, specify a value that triggers the alert. Configure call metrics as described in this table.
        
Table 14. Call Metrics

                            
Metric
                            
Entity Type
                            
Trigger Value Type
                            
Abandoned Calls
                            
Queue
                            
Count
      
Agent Metrics

        
You can configure threshold rules for agent metrics. For each rule, specify a value that triggers the alert. Configure agent metrics as described in this table.
        
Table 15. Agent Metrics

                            
Metric
                            
Entity Type
                            
Trigger Value Type
                            
Available Agents
                            
Site or Team
                            
Count
        
By default, the maximum number of threshold rules that are allowed for a tenant is 50. To increase this to a higher limit, contact Cisco Support.
      
Create a Threshold Rule

            
A threshold alert is displayed in the Agent Peformance Statistics report on the Agent Desktop if you set Agent Viewable to Yes for the threshold rule and select the threshold alert in the desktop profile. For more information, see  Desktop Profiles.
            
From the Management Portal navigation bar, choose  Provisioning  > Threshold Rules.
            
On the Threshold Rules page: 
                            
Click + New Threshold Rule.
                            
To delete a threshold rule, click the ellipsis button beside a listed rule and click Delete. In the confirmation dialog box, click OK.
            
Specify or change the settings for the rule. You can specify or change the following settings in the General Settings area:
                                        
Setting
                                        
Description
                                        
Enter a name for the rule.
                                        
Description
                                        
Enter a short description for the rule.
                                        
Entity Type
                    
You can specify or change the following settings in the Entity Information area:
                                        
Setting
                                        
Description
                                        
Metric Type
                                        
Specify whether this is an Agent Threshold or a Call Threshold.
                                        
Entity
                                        
Choose the entry point, queue, site, or team to which the rule is applicable. This setting is not applicable if the entity type is Agent.
            
You can specify or change the following settings in the Threshold Information area:

                                        
Setting
                                        
Description
                                        
Threshold Metric
                                        
Choose a value from the drop-down list. The list displays only those metrics that are applicable to the selected entity type.
                                        
Operand
                                        
Choose a value from the drop-down list:
                                                
> (greater than) 
                                                
>= (greater than or equal to) 
                                                
 < (less than) 
                                                
<= (less than or equal to) 
                                                
= (equal to)
                                        
Trigger Value
                                        
Specify the value that triggers a threshold alert. The value type (duration, count, or percentage) is based on the metric selected.
                                        
The trigger value must be greater than 0.
                                        
Trigger Interval 
                                        
Specify the interval, in seconds, during which the system generates only one alert for the threshold rule check.
                                    
You can specify or change the following settings in the Email Information area:

                                        
Setting
                                        
Description
                                        
Notification Receivers
                                        
If you want an individual to receive an email alert in the HTML format when the threshold is triggered, enter the email address in the Notification Receivers field and press Enter. Repeat for each address that you want to add.
                                        
To remove an address, click x on the left side of the listed address.
                                        
Text Notification Receivers
                                        
If you want an individual to receive an email alert in the text format when the threshold is triggered, enter the email address in the Text Notification Receivers field and press Enter. Repeat for each address that you want to add.
                                        
To remove an address, click x on the left side of the listed address.
            
Click Save.
        
Copy a Threshold Rule

            
From the Management Portal navigation bar, choose  Provisioning  > Threshold Rules.
            
On the Threshold Rules page, click the ellipsis button beside a listed rule and click Copy.
            
Specify or change the settings for the rule. You can specify or change the following settings in the General Settings area:
                                        
Setting
                                        
Description
                                        
Enter a name for the rule.
                                        
Description
                                        
Enter a short description for the rule.
                                        
Entity Type
                                        
Choose the entity type to which the threshold rule is applicable: Entry Point, Queue, Site, Team, or Agent (if your enterprise uses the Agent Threshold Alerts feature).
            
You can specify or change the following settings in the Entity Information area:
                                        
Setting
                                        
Description
                                        
Metric Type
                                        
Specify whether this is an Agent Threshold or a Call Threshold.
                                        
Entity
                                        
Choose the entry point, queue, site, or team to which the rule is applicable. This setting is not applicable if the entity type is Agent.
            
You can specify or change the following settings in the Threshold Information area:
                                        
Setting
                                        
Description
                                        
Threshold Metric
                                        
Choose a value from the drop-down list. The list displays only those metrics that are applicable to the selected entity type.
                                        
Operand
                                        
Choose a value from the drop-down list:
                                                
> (greater than) 
                                                
>= (greater than or equal to) 
                                                
 < (less than) 
                                                
<= (less than or equal to) 
                                                
= (equal to)
                                        
Trigger Value
                                        
Specify the value that triggers a threshold alert. The value type (duration, count, or percentage) is based on the metric selected.
                                        
The trigger value must be greater than 0 for all metrics.
                                        
Trigger Interval 
                                        
Specify the interval, in seconds, during which the system generates only one alert for the threshold rule check.
            
You can specify or change the following settings in the Email Information area:
                                        
Setting
                                        
Description
                                        
Notification Receivers
                                        
If you want an individual to receive an email alert in the HTML format when the threshold is triggered, enter the email address in the Notification Receivers field and press Enter. Repeat for each address that you want to add.
                                        
To remove an address, click x on the left side of the listed address.
                                        
Text Notification Receivers
                                        
If you want an individual to receive an email alert in the text format when the threshold is triggered, enter the email address in the Text Notification Receivers field and press Enter. Repeat for each address that you want to add.
                                        
To remove an address, click x on the left side of the listed address.
            
Click Save.
      




    
Edit a Threshold Rule

            
From the Management Portal navigation bar, choose  Provisioning  > Threshold Rules.
            
On the Threshold Rules page:
                            
To edit the settings for a threshold rule, click the ellipsis icon beside a listed rule and click Edit.
                            

 
After you create the Entity Information while creating a Threshold Rule, you cannot edit Metric Type and Entity options in this field.
            
Specify or change the settings for the rule. You can specify or change the following settings in the General Settings area:
                                        
Setting
                                        
Description
                                        
Enter a name for the rule.
                                        
Description
                                        
Enter a short description for the rule.
                                        
Entity Type
                                        
Choose the entity type to which the threshold rule is applicable: Entry Point, Queue, Site, Team, or Agent (if your enterprise uses the Agent Threshold Alerts feature).
            
You can specify or change the following settings in the Threshold Information area:
                                        
Setting
                                        
Description
                                        
Threshold Metric
                                        
Choose a value from the drop-down list. The list displays only those metrics that are applicable to the selected entity type.
                                        
Operand
                                        
Choose a value from the drop-down list:
                                                
> (greater than) 
                                                
>= (greater than or equal to) 
                                                
 < (less than) 
                                                
<= (less than or equal to) 
                                                
= (equal to)
                                        
Trigger Value
                                        
Specify the value that triggers a threshold alert. The value type (duration, count, or percentage) is based on the metric selected.
                                        
The trigger value must be greater than 0 for all metrics.
                                        
Trigger Interval 
                                        
Specify the interval, in seconds, during which the system generates only one alert for the threshold rule check.
            
You can specify or change the following settings in the Email Information area:
                                        
Setting
                                        
Description
                                        
Notification Receivers
                                        
If you want an individual to receive an email alert in the HTML format when the threshold is triggered, enter the email address in the Notification Receivers field and press Enter. Repeat for each address that you want to add.
                                        
To remove an address, click x on the left side of the listed address.
                                        
Text Notification Receivers
                                        
If you want an individual to receive an email alert in the text format when the threshold is triggered, enter the email address in the Text Notification Receivers field and press Enter. Repeat for each address that you want to add.
                                        
To remove an address, click x on the left side of the listed address.
            
Click Save.
      
Deactivate a Threshold Rule
Before you begin
              From the Management Portal navigation bar, choose 
                    Provisioning > Threshold Rules. 
Click the ellipsis icon beside the threshold rule that you want to deactivate and click Mark Inactive.
Click Yes to confirm.
The status of the threshold rule changes to Not Active.

 

                        
Once the object is marked inactive, it can be permanently deleted. For more information, see  Delete inactive objects permanently.
        
Activate a Threshold Rule

            
 On the Management Portal navigation bar, choose Provisioning > Threshold Rules. 
            
Click the ellipsis icon beside a threshold rule with the status Not Active and click Restore.
            
Click Yes to confirm.
            
The status of the threshold rule changes to Active.
  
Entry Point Mappings

      
The Entry Point Mappings page is an interface for managing the mappings between entry points and the following:
                
Dial Numbers (DN)
                        
Webex Contact Center PSTN
                        
Voice POP bridge
                        
Webex Calling
                
Social Messaging
      
By default, all the DN to entry point mappings are listed. If required, you can filter the list by selecting an entry from the Select Entry Point drop-down list. The list displays DN, Entry Point, Number Type, and ID. 
            
If an incoming Entry Point DN is not in the correct format, the call fails to connect. For example, if the Entry Point DN is in the format (xxx xxx xxx) and the incoming Entry Point DN format is (+1 xxx xxx xxx), the call fails to connect. 
            
The following points apply if you've a Cisco PSTN add-on:
                    
 The Number Type column displays if the number is a toll number or toll-free number.
                    
If your tenant contains any DN that is recognized as toll-free and you do not have Cisco Bundle 2: Inbound toll-free number access add-on, then a banner appears saying "Some mappings need to be deleted". Remove the toll-free numbers as the entitlement does not exist.
                    
If you forward or redirect the DN from a service provider to Cisco PSTN, the delay in media path between agents and callers increases, thereby impacting the agent and caller experience.
      
To use an entry point, you must map a dial number to the entry point. 
    
Map an Entry Point

      
To map an entry point:
            
On the Management Portal navigation bar, click Provisioning > Entry Point Mappings.
            
Click Entry Point Mappings and choose the appropriate mapping list:DN to Entry Point Mappings.
            
Dialed Numbers: Map dialed numbers to entry points.
 Social Messaging: Map social channel connectors to entry points.
            
Click + New DN to EP Mapping.
            
Enter the following fields:
            
For DN mapping: 

                      
Setting
                      
Description
                      
Location (Only for Webex Calling)
                      
Choose a location from the drop-down list. The list of locations appears as configured on Webex Calling. 
                        
Ensure that you've created a location in Webex Calling and added the required numbers. For more details on adding numbers in Webex Calling, see the article  Manage Numbers in Locations.
                      
Available Numbers / DN
                          
For Webex Calling:
                      
Select the number that you want to map to this entry point.
                            
The Webex Calling location main number doesn’t appear in this list. If you need to use that main number for mapping, change the main number. For details on managing numbers, see the article  Manage Numbers in Locations.
                            
A toll-free number cannot be used for Entry Point mapping without the appropriate entitlement. If the Telephony type is Cisco PSTN and you do not have Cisco Bundle 2: Inbound toll-free number access add-on, use a toll number to map an entry point.
                      
Choose the entry point to which you want to map the DN. 
                    
PSTN Region

                      
Choose a region in which you want to enable regional voice media services. The dial number (DN) must be configured in the selected region to accept incoming calls. The entry point is mapped to the dial number that belongs to the selected region. Mapping the dialed number to a region keeps the voice media local to that region. 
                      
If you don’t choose a region, the Default region is selected. The default region is the data center corresponding to the country of operation that is configured on Control Hub when you provision the contact center tenant.
                    
Example 1: For home region you can select a local location and, for PSTN region you can select default.
For an organization in Japan you can select the location as Tokyo or Osaka and select a number within that location as an entry point and PSTN region must be default.

 

                  
To use the Outdial Transfer to Queue feature, map the Outdial Transfer to Queue entry point to a DN.
            
(Only for SMS) After you choose the Entry Point, a Webhook URL gets populated on the page. Copy the Webhook URL and configure  MessageBird. This configuration helps exchange SMS messages with MessageBird. 
            
Click Save.
        
Edit Dial Number to Entry Point Mappings
To edit the mapping of a dial number or social messaging channel to an entry point: 
From the Management Portal navigation bar, click Provisioning > Entry Point Mappings.
Choose the appropriate list:
Dialed Numbers
Social Messaging
For dial numbers, you can do the following: 
In the Select Entry Point drop-down list, search for the dial number that you have mapped to an entry point.
From the Select Entry Point drop-down list, choose Not Mapped. All of dial numbers that are not mapped to entry points display. You can then map a dial number to an entry point as required.
(Optional) To export the dial numbers and the related entry points as a CSV file, click Export as CSV.
To edit a mapping, click the ellipsis icon beside a dial number or social messaging channel, and click Edit. 
Make the edits and click Save.
You cannot edit a Dial Number to Entry Point mapping if the dial number is the default outdial ANI of the tenant. For more information on default outdial ANI, see  Settings.
Delete Dial Number to Entry Point Mappings
To delete the mapping of a dial number or social messaging channel to an entry point: 
From the Management Portal navigation bar, click Provisioning > Entry Point Mappings.
Choose the appropriate list:
Dialed Numbers
Social Messaging
Click DN to Entry Point Mappings.
Click the ellipsis icon beside the entry that you want to delete and click Delete.
Click Yes to confirm.
You can't delete a Dial Number to Entry Point mapping if the dial number is the default outdial ANI of the tenant and if its not the only remaining Dial Number to Entry Point mapping. For more information on default outdial ANI, see  Settings.
You can't delete a mapping if the dial number is referenced by any other entities (for example, Outdial ANI List Entry).
Click the  (Information) icon in the error message to view the list of entities associated with the selected dial number. You can delete the Dial Number to Entry Point mapping only if the associated entities are deleted.
Reports for the Provisioned Items

      
Use the Management Portal to generate reports about the active resources that the Webex Contact Center administrator provisions for your enterprise.You can view the following reports:
              
Report 
              
Description
              
Site Report
              
The details of the sites for your enterprise.
              
For more information, see  About Sites, Teams, Entry Points, and Queues
              
The details of the skills that are available for your enterprise.
              
This report is available if your enterprise uses the Skill-Based Routing.
              
For more information on how to define the skills for your enterprise, see  Skill Definitions.
                
Currently we do not support Skill-Based Routing.
              
The details of the mapping of the skills and the corresponding profiles.
              
This report is available if your enterprise uses the Skill-Based Routing.
              
For more information on how to define the profiles for the skills, see  Skill Profiles.
              
The details about the mapping of the routing strategies with the entry points, queues, and teams.
              
For more information on how to define routing strategies, see  About Contact Routing.
              
The details about the agents and their corresponding skills.
              
This report is available if your enterprise uses the Skill-Based Routing.
              
For more information on how to define the skills for your enterprise and Desktop Profiles, see  Skill Definitions and  Desktop Profiles.
              
Note: Currently we do not support Skill-Based Routing.
    




    
Manage Reports for the Provisioned Items

      
To email the report or download the report for any provisioned item:
            
From the Management Portal navigation bar, choose Provisioning > Reports.
            
Select the required type of report. 
          
For more information on the types of the reports, see  Reports for the Provisioned Items.
            
Download the report as either an Excel sheet or PDF.
            
For the Routing Report, you have to select the type of the routing strategy for which you want to generate the report. The options are:
                
Current
                
Active
  
Delete inactive objects permanently

            
Webex Contact Center allows administrators to permanently delete configuration objects that have been marked inactive. This helps customers remove unwanted configurations, keep a lightweight configuration footprint, and improve application performance. Before deleting a configuration object permanently, you will need to mark it inactive. You can also periodically delete inactive objects using an automatic purge tenant level setting. 
            
You can permanently delete the following configuration object types:
                    
Users
                    
User Profiles
                    
Desktop Profiles
                    
Work Types
                    
Auxiliary Codes
                    
Threshold Rules
                    
Skill Profile 
                    
Teams
                    
Sites
                    
Entry Points
                    
Outdial Entry Points
                    
Queues
                    
Outdial Queues
                    
Desktop Layouts
                    
Global Variables
                    
Multimedia Profiles
                    
Skill Definitions
            
The maximum number of inactive users is 5000. The maximum inactive objects for all other object types is 100. If this limit is reached, you must delete inactive objects to be able to deactivate more objects. If the configuration object has associated objects, you must inactivate all the referenced objects.
          
From the Management Portal navigation bar, choose Provisioning. 
          
Select an entity.
          
To permanently delete a configuration object manually, on the entity page, click the ellipsis icon beside the object. Select Delete.
          
On the dialog box that informs you that the object will be permanently deleted and can't be recovered, click Yes. A message appears that the object is permanently deleted.
                        
To configure an automatic purge of inactive objects for permanent deletion, see the article  Configure auto-purge of inactive entities.
  
About Business Rules Engine

      
The Business Rules Engine (BRE) provides a means for tenants to incorporate their data
            into the Webex Contact Center environment for custom routing as well as for
            general implementation. Administrators can use the BRE solution with Webex Contact
            Center to leverage business data for their organization in flows.
  
Configure BRE

      
Before you begin
Contact Cisco Professional Services Group to set up the BRE and BRE DataSync accounts.
          
From the Management Portal navigation bar, choose Business Rules to launch the Business Rules Engine utility.
                    
You must create rules in the BRE utility. For more information on how to configure the rules in the BRE utility, see the Creating a Set of Rules section in the  Cisco Webex Contact Center Business Rules Engine User Guide.
          
Configure the BRE DataSync utility for every dataset that the Rules Engine uses to make decisions.
                    
For more information, see the Configuring a BRE DataSync Instance section in the  Cisco Webex Contact Center Business Rules Engine User Guide.
          
Create and configure a flow with the  BRE Request activity.
  
About Contact Routing

            
The Routing Strategy module provides a flexible environment for routing contacts to the best resource, regardless of location. Each incoming contact arrives at an entry point, from where it’s sent to queue for distribution among teams at contact center sites according to scheduled routing strategies, scheduled team capacity strategies, and queue precedence settings specified in the Routing Strategy module.
            
In addition, if your enterprise uses the outdial feature, each outdial call passes through an outdial entry point and outdial queue according to routing strategies in the Routing Strategy module.
                
Although the examples in the following sections refer to phone contacts, the same contact routing options are available to other media types.
            
Each contact arrives at an entry point, where a routing strategy applies business logic. Based on the evaluated criteria in the routing strategy, the system selects an appropriate queue to distribute the contact to one of the available teams.
    
About Skills-based Routing

      
Skills-based Routing (SBR) is an optional feature that matches the needs of contacts with agents who have the skills to best meet those needs. SBR is available for voice contacts as well as digital channel contacts. When calls arrive at an entry point, SBR classifies the calls into subsets. You can route the calls in each subset to agents who possess a required set of skills, such as language fluency or product expertise.
      
SBR assigns skill requirements to calls in a flow. Based on the assigned skill requirements, the calls enter a queue for distribution to agents who have matching skills. You can configure SBR in a way that removes or reduces the skill requirements of agents if an agent is not available within a time interval that is specified in the queue. For more information, see  Skill Definitions. To remove or reduce the skill requirements, specify the skill relaxations in the  Queue Contact activity.
      
SBR matches all skill requirements of contacts with the skills of agents. If one of the skill requirements of a contact is invalid because skill values are not properly defined in the flow, SBR cannot find a matching agent. In such cases, the call is routed to the longest available agent.
      
SBR provides the following capabilities:
          
Match skill requirements of contacts with agents who have those specific skills.
          
Add skill requirements to contacts and route contacts with the same skill requirements to a single queue. For more information, see  Queue Contact activity.
          
Configure different agent teams with a set of agents to serve a queue. For more information, see  Create a Queue and an Outdial Queue.
          
Map various skills to the profiles of these agents. For more information, see  Agent Profiles.
      
In the preceding example, contact C1 requires skill A and contact C2 requires both skill A and skill B. When C2 enters the queue, it requires agents with both skill A and skill B. For best customer service, map C2 to the team that has both skill A and skill B. Do not map C2 to a team that has only skill A or skill B. If you map C2 to a team that has only skill A or skill B, C2 becomes the longest contact in the parked state.
Skills-based Routing Types

      
SBR routes contacts to agents based on the contact’s skill requirements that are configured in the flow. For more information, see  About Skills-based Routing. 
      
You can enable SBR in the Queue Routing Type settings when creating a queue. For more information, see  Create a Queue and an Outdial Queue. SBR routes contacts to agents in one of the following ways when more than one agent with the required skill set is available:
          
Longest Available Agent
          
Best Available Agent
      
Longest Available Agent: SBR routes contacts to the agent who has been available for the longest duration.
      
Best Available Agent: SBR routes contacts to the agent who has the highest level of proficiency in the skill. To route contacts to the best available agent:
          
Configure the contact’s skill requirements with the necessary condition so that the contact is always routed to an agent with the highest level of proficiency:
              
If you choose <= condition for the contact’s skill requirements, a lower value indicates a better match with the contact's requirement.
              
If you choose >= condition for the contact’s skill requirements, a higher value indicates a better match with the contact's requirement.
              
If you choose IS condition for the contact’s skill requirements, a higher value indicates a better match with the contact's requirement.
          
 For more information, see Skill Requirements in  Queue Contact activity.
          
Assign the proficiency level to an agent when creating  Skill Definitions and  Agent Profiles.
      
For example, you can route contacts to agents with English speaking skill as a language proficiency. Consider two agents: Agent 1 with an English language proficiency level of 3 and Agent 2 with an English language proficiency level of 6. Both agents are available in the queue.
          
If you configure the contact’s skill requirement with <= condition in the flow, Agent 1 with an English language proficiency level of 3 is the best available agent in the queue to connect to the contact.
          
If you configure the contact’s skill requirement with >= condition in the flow, Agent 2 with an English language proficiency level of 6 is the best available agent in the queue to connect to the contact.
        




    
Longest Available Agent (LAA)

          
Contacts are routed to the agents who have been available for the longest time since handling their last contact in all teams that are assigned to the queue in the Call Distribution section. In Webex Contact Center, the Longest Available algorithm ensures a fair way to distribute contacts to the longest available agent across all media channels such as voice and digital (WhatsApp, Facebook Messenger, Livechat, Email, and SMS).
          
Agents lose their LAA positions across all channels when they are offered a contact of any media-type, that means after an agent handles a contact, the next contact of any media type queued will be assigned to the next longest available agent.
          
In the above diagram, Agent 1 logged in first at T0 and by virtue of it Agent 1 is the longest available agent. Similarly, Agent 2 and Agent 3 log in at T1 and T2, so their LAA positions are 2 and 3 respectively.
          
Let's consider a scenario where Contact 1 (a voice contact) is put in Queue 1 at T0, Contact 2 (a Chat contact) is put in Queue 2 at T1, and Contact 3 (again a voice contact) is put in Queue 3 at T2. Here, Agent 1 handles Contact 1, Agent 2 handles Contact 2, and Agent 3 handles Contact3.
          
By virtue of Agent 1 being offered Contact 1, Agent 1 loses the LAA position. This ensures a fair distribution of contacts in LAA queues across all media types such as voice and non-voice contacts.
          

 
There is a possibility that a single longest available agent can get multiple contacts when contacts matching this agent are queued at the same time.
        
Advanced Queue Information

            
The Advanced Queue Information feature allows you to assess if the skills of the logged in and available agents in a queue match the contact's skill requirement without queueing the contacts for a long duration. The GetQueueInfo activity provides the number of agents that are logged on and available. However, this activity doesn't provide information about any logged in agents who have specific skills that match the requirement of a specific contact. For more information about the GetQueueInfo activity, see  Get Queue Info.
            
At some time of the day, there may be no agents who are adequately skilled to match the skill requirement of a specific contact. The administrator needs information about such agents before and after queuing a contact to initiate alternative action such as playing a message, providing a callback option, or escalating to a different queue.
            
The administrator can do the following:
                    
If this activity is invoked before queuing the contact, the flow uses the skill requirements that are configured in the  and the teams from the last call distribution group. This determines the number of logged in and available agents and populates the LoggedOnAgentsAll and AvailableAgentsAll output variables. The system sets the output variable CurrentGroup to –1.
                        
A value of -1 for the CurrentGroup indicates that the contact isn't yet queued when the activity is invoked. Flow designers can use the output variable CurrentGroup and determine if the contact isn't queued.
                    
If this activity is invoked after queuing the contact, the system considers the current skills of the contact. The skills in the current skill relaxation cycle and the teams from the current call distribution group will be used to calculate the available and logged in agents. These values are populated in the LoggedOnAgentsCurrent and AvailableAgentsCurrent output variables. The system uses skills from the current skill relaxation cycle and the last call distribution group to calculate logged in and available agents and stores these values in the LoggedOnAgentsAll and AvailableAgentsAll output variables. The system also stores values in the PIQ, CurrentGroup, and TotalGroups output variables.
                
You can invoke this activity for LAA-based queues. However, skill requirements that are configured for this activity aren't applicable for LAA-based queues. You can use this activity in a loop. The Flow Designer invokes the Advanced Queue Information activity when executing the flow.
                
In the Flow Designer, you can create flows using the Advanced Queue Information activity only if the feature flag is enabled for this feature. You can't work with flows that have the Advanced Queue Information activity in the Flow Designer, if the feature flag is disabled. Ensure that the feature flag is enabled for the Advanced Queue Information activity.
                
As part of the Advanced Queue Information when a contact is parked in a queue and you use the Advanced Queue Information to query another queue stack, this will not be supported and will result in an error. For more information on the error response code, see  Advanced Queue Information.
        
Escalate Call Distribution Group

            
The application uses the  in the post queuing loop to quickly move to the next call distribution group or the last. Typically, administrators use this activity to identify the contacts that are parked against escalation groups. These escalation groups have at least one logged in agent who has matching skills or no logged in agents.
            
The application uses the QueueContact activity and calls the advanced GetQueueInfo activity to determine if there are any agents logged in to a specific call distribution group. If no agents are logged in to a specific call distribution group, the flow designer uses the EscalateCallDistribution activity to move ahead to either the next or the last call distribution group in the series. If an agent is available in the escalated group, Webex Contact Center routes the contact to that agent. If not, Webex Contact Center parks the contact immediately in that call distribution group.
            
For more information about the QueueContact activity, see  Queue Contact.
            
A customer use case is a queue that has many call distribution groups. If an agent is not available in the first call distribution group to answer a call, the flow designer redirects the call to another call distribution group within the queue. At each level, the number of agents in the call distribution group increases so that there is a greater chance of the call getting answered. At certain times of the day, agents from this group or other groups might not be available. 
            
For SBR and LAA-based queues, if you invoke the EscalateCallDistribution activity on a contact that is not yet queued, it results in an error and exits the error path in the flow activity. 
                
Escalate Call Distribution Group is an independent activity. You can use this activity along with the AdvancedQueueInformation and the GetQueueInformation activities to escalate the call distribution group on a queue. The CheckAgentAvailability parameter in the QueueContact activity results in escalation of call distribution groups. Don't use the EscalateCallDistributionGroup activity along with the CheckAgentAvailability parameter in the QueueContact activity.
                
In the Flow Designer, you can create flows using the EscalateCallDistributionGroup activity only if the feature flag is enabled for this feature. You can't work with flows that have the EscalateCallDistributionGroup activity in the Flow Designer, if the feature flag is disabled. Ensure that the feature flag is enabled for the EscalateCallDistributionGroup activity.
        
Routing of Parked Contacts

        
SBR parks contacts in a queue until an agent connects with the contacts.
        
When agents become available, SBR routes contacts by using one of the following selection methods:
                
Skills-based Contact Selection
                
First In, First Out (FIFO) based Contact Selection
            
By default, Skills-based contact selection is enabled for your organization.
            
Skills-based Contact Selection
            
In skills-based contact selection, contacts are selected based on the exact match between the skill requirements of the contact and the skills of the agent. Skills-based contact selection does not assign contacts to agents on FIFO basis. If the contact's skill requirements match exactly with the agent's skill, the contact connects to the agent irrespective of its position in the queue. If there are many such contacts with the same skill requirements, skills-based contact selection filters contacts in the queue and assigns them to the agent in the following order:
                    
Priority
                    
Timestamp (oldest to newest)
            
For example, consider that contact C1 which requires an agent with skill A and contact C2 which requires an agent with skill B are waiting in the queue to connect to an agent. Contact C3 which requires an agent with skill C also enters the queue. If an agent with skill C becomes available, C3 does not wait for C1 and C2 to connect to agents, as the skill requirements of C3 match exactly with the agent who has skill C.
            
First In, First Out (FIFO) based Contact Selection
            
 The first contact that enters the queue has the highest priority to connect to an agent. The first contact connects to an agent when an agent with matching skills becomes available. If the agent’s skill does not match the skill requirement of the first contact that is parked in the queue, the agent does not connect to the first contact. Even though the agent’s skill matches the skill requirements of other contacts in the queue, the contacts remain parked until the first contact finds an agent.
            
For example, consider two contacts: C1 is the first contact to enter the queue which requires an agent with skill A and C2 is the second contact to enter the queue which requires an agent with skill B. When an agent with skill B becomes available, C2 does not connect to skill B. Since C1 is the first contact to enter the queue, SBR waits for an agent with skill A to be available to connect to C1 first. C2 connects to skill B only after C1 finds an agent.
                
To enable FIFO-based contact selection for your organization, contact Cisco Support.
      
Set Up Skills-Based Routing

            
Define the skills. For more information, see  Skill Definitions.
            
Define the skill profiles. For more information, see  Skill Profiles.
            
Assign the skill profiles to teams or agents. You can assign a skill profile to each agent-based team. All agents logged in to the team are associated with that skill profile. However, you can also assign a skill profile to an individual agent, which overrides the skill profile of the team.
            
For more information, see  Create a team and.  View the Details of a User
            
Assign the skill profiles to agents. You can assign a skill profile to an individual agent or a team. For more information, see  View the Details of a User.
            
Create  Entry Points and Queues.
            
Create a queue with a channel type as Telephony and Queue Routing Type as Skills-Based. 
            
Create or upload a call control script that defines how to treat the call. For more information, see  Working with Call Control Scripts.
            
Create a flow that defines how to treat the call. For more information, see  Create and Manage Flows.
            
Add a Queue Contact activity and select the queue for which Skills-Based Routing is configured. For more information, see  Queue Contact.
            
Create an entry point and queue routing strategy. In the entry point routing strategy, you assign skill requirements to calls during call treatment defined in the call control script. For more information, see  Assigning Skill Requirements to Incoming Calls. The calls are then distributed to the specified queue where they wait for an agent with the required skills.
                    
In the queue routing strategy, you specify options for identifying agents to service the incoming calls. If an agent with the required skills doesn't become available within a specified time interval, you can remove or reduce the skill requirement.
                    
For more information, see  Create a Desktop Profile.
            
Create an entry point routing strategy and select the flow that you created. For more information, see  Create a routing strategy.
      
Agent-based Routing

        
Agent-based Routing is an optional feature that routes or queues a contact to the preferred agent directly. An agent lookup with agent's email address or agent's ID routes a contact to the preferred agent. The Queue To Agent activity in the flow helps to achieve Agent-based Routing. For more information, see the section  Queue To Agent activity.
        
A contact can have one or more preferred agents. The mapping between the contacts and their preferred agents is managed in an external application outside Webex Contact Center. The preferred agent lookup for any contact is performed using the HTTP Request activity in the flow. The HTTP Request activity retrieves the mapping from the external application. To route or park the contact against that preferred agent, you can configure the Queue To Agent activity in the flow. The Queue To Agent activity allows you to specify the agent by their Webex Contact Center agent ID or email address. You can also park the contact against a preferred agent if that preferred agent isn't immediately available.
        
You can consider chaining an activity within the flow to route or queue contacts.
        
For example, you can chain one Queue To Agent activity to another Queue To Agent activity to queue a contact to multiple preferred agents. You can chain a  Queue Contact activity to the Queue To Agent activity to route a contact if none of the preferred agents are available for that contact.
        
Agent-based Routing is useful in the following scenarios:
                
Preferred agent routing: The customer can assign contacts to dedicated agents or relationship executives. In such scenarios, the Agent-based Routing routes the contacts directly to that preferred agent.
                
Last agent routing: When a contact calls back the contact center multiple times to interact with an agent, Agent-based Routing can route the contact to the last agent who handled that contact.
        
In both use cases, the details of the contact and the agent mapping are stored outside the Webex Contact Center. The HTTP activity retrieves the data. The Queue To Agent activity routes the contact to the preferred agent or the last agent.
        
In case of Blended Real-time or Exclusive Multimedia Profiles, if Preferred Agent is already handling one real-time channel, the agent will be considered busy, and the call won't be routed to the preferred agent immediately.
        
To set up Agent-based Routing:
          Before you begin:
        
You must export the Webex Contact Center agent ID and agent email address from Webex Contact Center to an external application. Webex Contact Center doesn't store the mapping between the agent and its contacts.
                
Retrieve the mapping between the agent and the contact from the external application using the HTTP Request activity in the Flow Designer (From the Management Portal navigation bar, choose Routing Strategy > Flow and click New to create a new flow). For more information, see the section  HTTP Request.
                
Configure the Queue To Agent Activity in the Flow Designer. You can provide the general settings and the contact handling details to route the contact. For more information, see the section  Queue To Agent activity.
      




    
About global routing overrides

        
A global routing override is a routing strategy that applies to one or more Telephony entry points. When a call arrives at an entry point, the routing engine checks whether a Global Routing Override exists for that entry point. If a Global Routing Override exists, it becomes the current routing strategy for the entry point, overriding any standard routing strategies associated with that entry point. 
        
Creating a global routing override enables you to change the routing strategies quickly and easily for many entry points simultaneously in urgent situations, rather than changing each routing strategy individually.
        
Global routing overrides operate in the Tenant time zone.
  
Configure Multimedia Profiles

      
If your enterprise uses social channels, chat, and email routing in addition to voice, then Multimedia profiles are enabled. You can associate sites and agents with multimedia profiles.
          
Define the multimedia profiles. If your enterprise subscribes to the Multimedia feature, each agent is associated with a multimedia profile, which specifies how many contacts of each media type the agent can handle concurrently. For more information, see  Multimedia Profiles.
          
Assign multimedia profiles to sites, teams, or agents. When Multimedia
          is enabled, every site is associated with a multimedia profile. Each agent-based team at a
          given site is associated with the profile assigned to that site unless the team is
          assigned a different multimedia profile. Similarly, each agent logged in to a team is
          associated with the team's profile unless the agent is assigned a different multimedia
          profile. For more information, see  Sites,  Create a team, and  Users.
          
Create separate entry points and queues for each media type. For more information, see  Create an Entry Point.
          
Work with Webex Contact Center Operations to create routing strategies configured to use a specialized call control script.
          
Work with your specific CRM vendor to configure the multimedia interaction at the agent level.
          
Alternately you can configure the queue routing strategy to assign multimedia contacts (Chat, Email, Social Channels) to your agents.
  
Working with Resource Files

      
To view the resources, choose Routing Strategy from the Management Portal navigation bar.
      
You can choose to see the audio files, predefined emails, or predefined chat responses.
    
Upload an Audio Resource File

            
Webex Contact Center supports uploading .wav audio files with the following specifications:
                    
Channels: 1
                    
Sample Rate: 8000
                    
Sample Encoding: 8-bit u-law
                    
Mono Recording (for combined, caller, or agent recording)
                            
Channels: 1
                            
Sample Rate: 8000
                            
Precision: 16-bit
                            
Sample Encoding: GSM
                            
Maximum Recording Duration: 2 Hours
                    
Stereo Recording (for combined recording)
                            
Channels: 2
                            
Sample Rate: 8000
                            
Precision: 13-bit
                            
Sample Encoding: 4-bit IMA ADPCM
                            
Maximum Recording Duration: 2 Hours
                
By default, only mono recording is enabled for all tenants.
              From the Management Portal navigation bar, choose 
              Routing Strategy.

            
From the Routing Strategy page, choose Resources > Audio Files. 
            
Click New.
            
On the Upload Resource page, click Browse.
            
Navigate to the file in your system, and click Open.
                    
The File field displays the path and file name of the uploaded file, and the Resource Name field displays the file name.
            
Click Save.
        
Edit an Audio Resource File

                
Do not update resources that are currently used by the system.
              From the Management Portal navigation bar, choose 
              Routing Strategy.

            
From the Routing Strategy page, choose Resources > Audio Files. 
            
Click the Ellipsis button beside the resource name and click Edit.
            
On the Overwrite Resource page, click Browse.
            
Navigate to the file in your system, and click Open.
                    
The File field displays the path and file name of the uploaded file, and the Resource Name field displays the file name.
                    
For audio file specifications, see  Upload an Audio Resource File.
            
Click Save.
            
Click Yes to confirm overwriting the audio file.
        
Play or Download a .wav File

              From the Management Portal navigation bar, choose 
              Routing Strategy.
From the Routing Strategy page, choose Resources > Audio Files. 
Click the ellipsis button beside the file name and click Play.
In the dialog box that opens, specify whether you want to open or save the file. When you click Open, the media player installed on your computer opens and plays the file. If a compatible media player is not installed, a dialog box opens and prompts you to download a player.
Update a Resource File

              From the Management Portal navigation bar, choose 
              Routing Strategy.

            
From the Routing Strategy page, choose Resources > Audio Files. 
            
Click the ellipsis button beside the file name and click Edit.
            
Make the necessary changes to the resource.
            
Click Save.
      
Copy a Resource File

            
The copy function enables you to create backup copies of prompts and other resource files. Only files with the .wav extension can be copied.
              From the Management Portal navigation bar, choose 
              Routing Strategy.

            
From the Routing Strategy page, choose Resources > Audio Files. 
            
Click the ellipsis button beside the file name and click Copy.
            
On the page that appears, enter a name for the copied file or leave the default name (Copy_ is prepended to the original name).
            
Click Save.
        
Export References to a Media File

            
You can view or export a list showing the name of each routing strategy that references a specified media file along with the name of the associated entry point or queue. In the case of a global routing strategy, the list shows 0 instead of the name of an entry point or queue.
            
To view or export the references to a media file:
              From the Management Portal navigation bar, choose 
              Routing Strategy.

            
From the Routing Strategy page, choose Resources > Audio Files. 
            
Click the ellipsis button beside the file name and click Excel or CSV.
            
In the dialog box that opens, specify whether to open or save the file.
        
Create a Predefined Email Template

            
You can predefine the email template that agents use to communicate with customers. An organization can have a single predefined template for email.
            
To edit or delete the template, click the ellipsis button beside the template in the Predefined Emails page. 
                
You cannot use the predefined email templates for quick-reply emails.
            
To create an email template:
              From the Management Portal navigation bar, choose 
              Routing Strategy.

            
From the Routing Strategy page, choose Resources > Predefined Emails. 
            
Click New.
                        
The New button is disabled if your organization already has a predefined email template. 
            
In the New Predefined Email dialog box, do the following:
                
Enter a name for the email template.
                
Set the status for the template.
                            
Set the status as Active to use it as a default template for all email communications between agents and customers.
                            
Set the status to Not Active to save it as draft. You can later change the status to Active to use it.
                
Enter the email body. You can use the formatting tools to draft the email body.
                
(Optional) Add macros to the email body.
                            
You can use the macro to add variables for Customer Name or Agent Name to the email. You can set a default value for the variable type you choose. You can use the macros multiple times in the template as per your requirement.
                                    
To add the macro variables, place the cursor where you want the variable. Choose the type of macro you want to add and click the Insert to Text Editor button. 
                                    
To set a default value for a macro, enter the default value in the field Default Value before you insert the macro to the text editor.
                
Click Save to save the email template.
        




    
Configure a Predefined Chat Template

        
Before you begin
Ensure that you create an entry point before you configure a chat template.
Entry points are the initial landing place for all channel types in Webex Contact Center. The system sends the contact to an agent based on the routing strategy that is set for an entry point.
You can configure one chat template for each entry point. For more information, see  Entry Points and Queues.

 

                
Only customers whose organization is provisioned on an existing Webex Calling Integrated Platform can configure a chat template for their contact center.
            
Log in to the customer organization at  https://admin.webex.com.
            
From the navigation pane on the left, in the Services section, click Contact Center > Features.
            
Choose one of the following options:
            
To create a new chat template, click New > Chat Template.
To edit an existing chat template, double-click the card.
                    
The system displays the Chat Template wizard.
            
In the Define Template page:
                            
Enter a unique name that identifies the purpose of your template.
                            
Choose a preconfigured entry point from the drop-down list.
                            
Choose the following customization options and click Next. You can choose multiple options depending on what you want your customers to see when they chat with your organization. 
                                    
Proactive Prompt: The message that appears in the chat box when the customer opens the website of your organization. You can customize this message. You can configure the time to prompt the message to the customer. You can also change the title and the default welcome message.
                                    
Off-Hours: The non-business hours of your organization. You can set the availability of the chat support by configuring the business hours and time zone of your organization. You can also add an away message for customers.
                                    
Virtual Agent: The preconfigured chatbot that starts the conversation with the customer. You can choose from the available virtual agents and add a welcome message.
                                    
Configure the customer information form, the visual display of the agents, and the status messages for the chat window. For more information, see  Configure a Virtual Agent for Webex Contact Center. 
                                    
Feedback: The feedback form that appears after the chat ends. You can add a message inviting customers to give their feedback about their chat experience. 
                                
Based on the selected options, the subsequent steps appear in the wizard.
                            
In the Proactive Prompt section, enter the wait time, title, and message for the prompt.
                            
In the Off-Hours section, enter the message for the prompt, and choose the business hours and time zone from the drop-down list.
                            
Click Next.
                        
The Proactive Prompt doesn’t pop up during the off-hours or when agents aren’t available to assist.
            
In the Customer Information page, click each of the fields in the Preview card and modify the attributes. The customer uses these attributes to fill the form.
                        
It's mandatory to enter at least one category in the Type Attributes section for customers to choose the category from the drop-down list.
            
In the Virtual Agent page:
                            
Choose a preconfigured Virtual Agent (that can provide initial automated support in your customer chat experience) from the drop-down list and enter a message.
                            
Enter a welcome message and click Next.
            
In the Branding and Identity, Status Messages page:
                            
In the Branding and Identity section, choose one of the following Profile Type:
                                    
Organization: Use a single profile to represent all agents in your organization. For example, the name of the organization.
                                    
Virtual Agent or Agents: Use unique profiles to represent different agents in your organization.
                                    
Choose one of the following options:
                                            
Show agent's display name: Displays the agent's full name.
                                            
Show agent's alias: Displays the agent's alias name.
                            
In the Status Messages section, enter the messages (that appear to the customer) and then click Next.
            
In the Feedback page, enter Label and Hint Text in the Attributes card to receive customer feedback.
            
In the Done page, click Finish.
                        
After you successfully configure the chat template, a code snippet appears. To use the newly configured chat template in your organization's website, you can copy and paste the code snippet within the <head> or <body> HTML tag of your webpage's source file.
                        
You can close the code snippet and download it later from the Contact Center > Features page.
      
Create a Predefined Chat Response
You can define a set of chat responses that your agents can use to communicate with the customers. You can configure the chat responses for a specific queue or for all the queues. We support the following languages:

                    
US English
                    
Japanese
                    
Italian
                    
French
                    
German
                    
Spanish
                
You can configure 50 responses per language, per queue, for a total of 300 responses per queue. Agents can see the responses in their queue based on the language settings in their local browser. Thus, agents can see only 50 responses at a time.
              From the Management Portal navigation bar, choose 
              Routing Strategy.

            
From the Routing Strategy page, choose Resources > Predefined Chat Responses. 
            
Click New.
            
Enter the following details:
                                        
Setting
                                        
Description
                                        
Response Name
                                        
Contains the name of the predefined chat response. You can enter a name of maximum 40 characters.
                                        
Status
                                        
Contains the status of the predefined chat response. Deactivate the status to hide it from the agents in Agent Desktop.
                                        
Language
                                        
Choose the language of the predefined chat response from the drop-down list.
                                        
You cannot edit the language of the chat reponse.
                                        
Queue
                                        
Choose the queue for which you want to define the chat response. If you select All from the drop-down list, all agents in all the queues in your organization can use the chat response. 
                                        
However, if any queue has reached the capacity of 50 messages, the system displays an error message with the names of the queues that have reached the limit. The system disables the queues that have reached the limit and you cannot choose them. 
                                        
Content
                                        
Contains the text for the chat response. You can enter a maximum of 150 characters.
            
Click Save.
  
Configure Routing Resources

      
You can choose either a routing resource or a flow. If you choose a routing resource, you can't customize flow control configurations such as Customize ANI, Screen pop, Global variable and so on, as part of the outdial experience. We recommend that you use flows instead of routing resources to avail any advanced configurations such as Screen pop, Customize ANI and so on. For more information, see  Create a Flow.
                        
Routing strategies will be obsolete in the future. It is recommended to use flows configured with business hours and outdial entry points.
      
If you want to proceed with routing strategies, consider the following aspects. For each entry point and queue, you should create a set of default routing strategies that cover all time intervals. In addition, you can schedule an alternate strategy beyond the default strategy for any time interval. For example, Queue 1 could have a BusyHourStrategy for the normal day shift and an OffHoursStrategy for non-business hours.
      
Flag the normal daily schedule as the default strategy. You can create a non-default strategy, such as a holiday schedule for a time interval that overlaps the default strategy. A strategy that is not flagged as default overrides a default strategy and is used as an exception to the default schedule. This means that the system first checks for a strategy that is not flagged as default, and if none exists, the system uses the default strategy.
      
When the default strategy is the current strategy (that is, the strategy that is currently running), the system checks every three minutes for a non-default strategy and if one is found, it becomes the current strategy.
      
If no strategy is specified for a time interval, and there is no default strategy for the time interval, the last strategy used by the system may continue as the current strategy even though it has expired. In this case, the system checks every minute for a valid strategy and as soon as it finds one, that strategy becomes the current strategy.
    
About Team Types

        
When you create or modify a queue routing strategy, the following options appear:
                
Agent-Based teams have a known number of agents assigned to teams. Authorized users assign a desktop profile to one or more teams. These agents use the Agent Desktop to interface with the Webex Contact Center system.
                
Capacity-Based teams don’t have specific agents assigned to them, and the agents don’t use the Agent Desktop. For example, an outsourcer could have teams that use a PBX or an ACD to handle calls. You can use a capacity-based team to represent a voicemail box or an agent group, which Webex Contact Center doesn’t manage.
                
The capacity of these teams is based on the provisioned team capacity setting, which can override the team capacity strategies. For more information, see  Scheduling Team Capacity. If the team's actual capacity is higher or lower than the value currently used by the system, the result is either not enough or too many calls for agents to handle. This makes strategy design more challenging.
            
When you use the getNumAgentsLoggedIn API, the response includes the number of agents logged in along with the number of capacity-based teams that are considered as active.
        
When you create a routing strategy, you can mix team types. Remember that the accuracy of call routing to capacity-based teams depends on the capacity number specified.
            
Limitations of Capacity Based Teams when using Classic platform
            
Webex Contact Center assigns calls to the capacity-based team by transferring the call to a Dial Number (DN). After the call transfers to a DN, Webex Contact Center disconnects from the call. Webex Contact Center is not aware of the call status; that is, whether the capacity-based team answers, handles, or rejects the call.
            
This limitation causes the following behaviors:
                    
Tracking the contact after the call transfer is not possible.
                    
Detecting RONA or call failures is not possible
                    
Recording the call is not possible.
                    
Getting the Connect Time and Handled Time values is not possible. Call report shows the value as zero (0).
                    
Setting the capacity is not applicable, hence more calls could go to the capacity-based team.
        
When using Next Generation media platform, Webex Contact Center assigns calls to the capacity-based teams, wherein the Webex Contact Center: 
                
Handles the call status and determines whether the call routed to capacity-based team is answered, handled, or rejected. 
                
Monitors the overall status of calls, including call termination, and decides when to update the consumption value of the capacity-based team. For example, if the call is terminated, capacity must be increased and vice versa.
                
Obtain the Connect Time and Handled Time values.
            
When a static load-balancing strategy includes both agent-based and capacity-based teams, the system distributes the calls to either agent-based teams or capacity-based teams, in the order that they are configured. Once the capacity of the capacity-based teams reaches the maximum limit, calls are routed to agent-based teams, if agents are available. If the call is in queue, it can be routed to either agent-based or capacity-based teams, depending on which team has resources available. If no team has capacity, calls are queued until capacity becomes available. This load-balancing strategy ensures that calls are handled efficiently and that no team is overloaded.
      




    
View routing strategies for an entry point or queue

      
To view all routing strategies for an entry point or queue:
              From the Management Portal navigation bar, choose 
              Routing Strategy.

            
Choose an entry point or queue from the Select Entry Point drop-down list to display the routing strategies for that entry point or queue.
          
For more information on the parameters that display on the Routing Strategy page, see  Routing strategy parameters.
          
 The upper section of the list view displays a table that lists all routing strategies available for the selected entry point or queue.
            
(Optional) Use the sort button at the end of the table to chronologically sort the strategies.
            
To see details for a strategy, click the ellipsis beside the routing strategy and click Edit.
          
The lower section of the Routing Strategy page displays the Routing Strategy Mapping Details table, which:
              
lists destination queues and entry points, which are based on the active routing strategies that you define for the selected entry point.
              
lists the teams to which the system routes calls, chats, or emails, which are based on the active routing strategies that you define for the selected queue. Mapping details aren't provided for a queue routing strategy that simply redirects the call to another entry point or queue.
                
Your access privileges determine what you see in the Mapping Details table. For example, if the system routes calls for the Sales queue to Teams A and B, and you have access rights only to Team A, the mapping table shows only Team A as the destination for incoming calls.
        
Routing strategy parameters

            
The following table describes the parameters that appear on the Routing Strategy page.
                                
Column
                                
Description
                                
Displays the name you assign to the strategy. You can't change the strategy name after you create it.
                                
Displays the system-assigned number of the strategy.
                                
Status
                                
Indicates the status of the strategy.
                                        
Current (appears in Red) means this is a snapshot of the currently running strategy. You can't copy the current strategy, but you can modify any setting that does not affect execution time or date. Changes to the strategy don't affect the recurring scheduled version of the strategy.
                                            
You can delete the current strategy, but don't delete it before you create a different strategy for the same time interval. If you delete a strategy without having another one in place, the last strategy used by the system becomes the default strategy although the start and end times and dates have expired. If this occurs, either create a new strategy for the current time period, or copy the default strategy and correct the time settings.
                                        
Active means that the strategy is in effect at the specified start time on the specified start date. This is the default status.
                                        
Not Active means the strategy isn't in effect regardless of the specified start time and date. This status lets you save a strategy for future use or as a draft to continue with later.
                                
Default
                                
Indicates whether the strategy is the default. A strategy not flagged as the default overrides a default strategy and potentially replaces the default schedule.
                                
Chat Template
                                
Identifies the chat template used for the routing strategy.
                                
Repetition
                                
Specifies whether the strategy repeats daily or only on specific days of the week.
                                
Start Date
                                
Displays the date on which the strategy starts.
                                
End Date
                                
Displays the date on which the strategy ends.
                                
Start Time
                                
Displays the time at which the strategy starts (in 24-hour format) for any given day in the specified date range.
                                
End Time
                                
Displays the time at which the strategy ends (in 24-hour format) for any given day in the specified date range.
                                
Time Zone 
                                
Displays the time zone if you enable the Multiple Time Zone feature when you create the entry point or queue.
                                
Lists the associated call flows when a routing strategy is executing.
        
View the current routing strategies

      
You can view a list of currently deployed routing strategies for multiple entry points or queues.
              From the Management Portal navigation bar, choose 
              Routing Strategy.

            
From the Routing Strategy page, choose Current Routing Strategies. 
            
Choose All from the drop-down list to view current strategies for all entry points or queues.
            
Click Apply.
          
 table provides details about the current routing strategies for the selected entry points or queues. The Control Script column displays the names of the call control scripts that are associated with the listed entry points or queues.
          
 table provides details about the current routing strategies for the selected entry points or queues. The Flow column displays the names of the call flows associated with the listed entry points or queues.
        
View routing strategies by time zone

            
If you enable the Multiple Time Zone feature for your enterprise, you can configure entry points and queues with time zones. Time values that are used in the routing strategies are based on the time zone you configure for the entry point or queue. If you don't configure time zones with entry points and queues, the system uses the time zone that you configure for your enterprise (typically headquarters).
            
When you click your name button on the upper-right side of the Routing Strategy page, any time zones you configure for entry points or queues appear in a drop-down list.
            
If you do not enable the Multiple Time Zone feature for your enterprise, time values in routing strategies are based on the time zone you configure for your enterprise.
            
If the time zone observes daylight-saving time, the time adjusts automatically when the daylight-saving time changes.
            
On the Management Portal, click the gears icon in the upper-right corner to view the three or four Tab keyed settings panel.
            
Click the gears icon. Select a time zone from the Time Zone drop-down list. 
            
Click Apply.
              From the Management Portal navigation bar, choose 
              Routing Strategy to view the routing strategies based on the selected time zone.

        
Create a routing strategy

            
Use this procedure to create new routing strategies. You can also create a new strategy by editing an existing strategy and changing the parameters in accordance with the requirements.
            
Before you create new strategies:
                    
Always create an active strategy for every time interval. If you don't specify an active strategy for a time interval, the system uses the default. If there’s no default strategy, the last strategy that the system used may continue as the current strategy although it has expired.
                    
You can easily create a new strategy from an existing strategy, change some settings, and save it as a new strategy.
                    
You can have only one routing strategy for each chat or email entry point. 
                        
You can't have a global routing strategy for Chat and Email entry points.
                    
You can't save changes to an active strategy when the scheduled dates or times conflict with an existing active strategy.
        
Before you begin
            
You must  Create a Chat Template before you create a Chat Routing Strategy.
              From the Management Portal navigation bar, choose 
              Routing Strategy.

            
At the Routing Strategy page, choose Routing > Routing Strategies. 
            
Choose an entry point from the Select Entry Point drop-down list.
            
Do one of the following in the list view:
                        
Click New Strategy.
                            
Global Routing Overrides only apply to Telephony channel type.




    

                        
- OR -
                        
Click the ellipsis button beside an existing routing strategy with Active status and click Copy.
            
Enter or modify the settings as described in the following tables.
                        
You can create more than one strategy for a Telephony or Social channel.
                                        
Enter a name for the strategy, such as US Holiday or Weekends. You can’t edit this field after you save the strategy.
                                        
Enterprise Name
                                        
Shows the tenant name.
                                        
Status
                                        
Click Active  if you want the strategy to become effective on the start date that you specify in the Start Date field.
                                        
Click Not Active if you want to save the strategy for future use or as a draft to work on later.
                                        
The status is always Active for chat and email routing strategies as you can configure only one routing strategy for each entry point or queue.
                                        
Call Distribution (only applicable to queues)
                                        
Add Group
                                        
If this is an inbound queue routing strategy, specify the teams that you must associate with this strategy and organize them into groups. See  Specifying Call Distribution Settings for details. In addition, do the following (as described in  Assigning Teams and Skill-Relaxation Settings to Groups):
                                                
If the routing type is Load Balance, assign percentage spreads or capacities to each team in Group 1. You can add more groups, but you can’t assign percentage spreads or capacities to the teams in those additional groups.
                                                
If the routing type is Priority, assign priorities. Assign a specific priority to only one team within the strategy (for example, only one team can have a priority of 1 assigned to it).
                                                
If the routing type is Skills Based, specify skill relaxation settings if appropriate.
                                        
If this is a routing strategy for an outdial queue, you must specify a team in the Call Distribution section. The specified team is only a placeholder and not used. In addition, be sure to create only one group for an outdial queue routing strategy.
                    
Table 2. Settings applicable in routing strategy for Telephony and Social Channel Entry Point

                                        
Setting
                                        
Description
                                        
Entry Point
                                        
This field shows the entry point for which you’re creating the strategy. Select the entry points or queues that are associated with this routing strategy.
                                        
Queue
                                        
This field shows the queue for which you’re creating the strategy. Select the entry points or queues that are associated with this routing strategy.
                                        
Time Settings
                                        
Start Date

                                        
End Date
                                        
Click in each of these fields and use the calendar controls to specify the start date (the date strategy becomes effective) and the end date (the date strategy expires).
                                        
Start Time

                                        
End Time
                                        
Enter in 24-hour format (0000–2400) the time of day you want the strategy to start and end.
                                        
Day of Week
                                        
From the drop-down list: 
                                                
Choose All Days if you want to schedule the strategy to run every day.
                                                
Choose Weekdays if you want to schedule the strategy to run from Monday through Friday only.
                                                
Choose Specific Days, and click on the icons representing weekdays if you want to schedule the strategy to run on specific days of the week.
                                        
Advanced Settings
                                        
Music on Hold
                                        
Select the name of the audio (.wav) file to play for calls when they arrive or are waiting in a queue. This isn’t applicable for email and chat routing strategies.
                                        
Maximum Time in Queue
                                        
For a standard Webex Contact Center queue routing strategy, specify the duration in seconds before a queued call routes to the overflow destination number provisioned for the queue. Cisco recommends setting this to 1800 (30 minutes) or to three times the average queue length during busy hours.
                                        
If this is an email routing strategy, set this to a high value to avoid overflow.
                                        
By default, this field adopts the value that is configured for the queue.
                                            
The cumulative specified queue time for all groups in the Call Distribution section of the routing strategy mustn’t be greater than the value specified here. See  Specifying Call Distribution Settings for more information.
                                        
Retries within the Cisco Webex Teams
                                        
For a standard Webex Contact Center queue routing strategy, specify the maximum number of times to attempt sending a call to a team before the call gets routed to the next available team. The system makes no further attempts to send the call to that team again.
                                        
Exceptions:
                                                
This setting doesn’t apply to Skills Based routing strategies. For Skills Based routing, if the call is in the last group, the call overflows if the system finds no matching agent.
                                                
In a load balance strategy using percentage allocation, the system doesn't route a call to a second team when the first team is unavailable. Instead, the system retries the first team's DN according to the specified number of times for the strategy and then overflows the call.
                                        
Flag as Default Routing Strategy
                                        
Update as Default Routing Strategy
                                        
This setting is available only if you’re creating a new strategy or copying an existing one.
                                        
Set to Yes if you want this to be the default routing strategy for the specified time interval for this entry point or queue.
                                        
Set to No if you’re creating an exception to the default schedule, such as a holiday. A strategy that has no default flag overrides the default strategy. That is, the system checks first for a strategy that has no default flag, and if none exists, the system uses the default strategy.
                                        
Call Control
                                        
Virtual Agent
                                        
If a Virtual Agent is not active, you can use the  Control Script.
                                        
If a Virtual Agent is active, all interactions begin with an automated conversational IVR in place of Control Scripts. 
                                            
Before enabling the Virtual Agent feature, ensure that you have configured at least one Virtual Agent or chat template on the  Cisco Webex Control Hub. To configure a Virtual Agent or chat template on the Control Hub, see the articles:
                                                 Configure Cisco Webex Contact Center Virtual Agent
                                                 Cisco Webex Contact Center Chat Template.

                                        
Perform the following steps:
                                                
Select a Virtual Agent from the drop-down list.
                                                
Default Queue: Choose a default queue to escalate when self-service fails. 
                                                
Exit Intent Mapping: Map the intents from Dialogflow virtual agents to queues. If the last intent causes the customer to exit the conversational IVR, then escalate the interaction (Telephony or Social Channel) to the specified queue. There’s a limit of 100 exit intents rules.
                                                        
IF intent is: Select the intents that are defined in the Dialog flow.
                                                        
THEN queue to: Select the queue to escalate.
                                                        
The Add Condition option provides an OR logic when you add new intents.
                                            
This is applicable also for Social Channel (Facebook Messenger and SMS) routing rules.
                                        
Control Script
                                        
Select a call control script in the drop-down list. Every strategy must have an associated control script, which defines how the system handles calls. If appropriate, change the script's default parameters in the fields displayed. For more information, see  Assigning Call Control Scripts and Parameters.
                                            
When you create an Inbound Queue and select a Control Script, then the Music in Queue setting gets reset.
                                            
If you’re editing an existing strategy, selecting a different call control script can significantly change how the system handles calls. It’s important that you’re clear on what you want to do before changing scripts or script parameters.
                                            
If this is an entry point strategy for Skills-Based routing, assign skills requirements as described in  Assigning Skill Requirements to Incoming Calls.
                                        
Call Distribution 
                                        
Business Metrics & Queue Escalation (applicable only to cross-ACD entry points)
                                        
If this routing strategy is for a cross-ACD entry point, organize the queues that the entry point serves into one or more groups and specify the call routing algorithm and applicable parameters as described in  Specifying Call Distribution Settings.
                    
Table 3. Settings applicable in routing strategy for Telephony Queue

                                        
Setting
                                        
Description
                                        
Queue
                                        
Select the queue that you plan to associate with this routing strategy.
                                        
Routing Type
                                        
This option is not available for proxy queues:
                                                
Longest Available Agent: The system routes calls to the agent who has been available for the longest time among all the agents on all the teams assigned to the strategy in the Call Distribution section.
                                                
Load Balance: The system routes calls to agents based on load-balancing conditions that you set in the Mode and Type fields and in the settings you specified in the Call Distribution section.
                                                        
Mode: If you specified Load Balance in the Routing Type field, select one of the following values to specify how to handle the call load:
                                                                
Percentage: The system routes calls to selected teams based on a percentage allocation that you specify for each team in the Call Distribution section. The percentage spread total must equal 100 across all teams selected for Group 1. For more information, see  Specifying Call Distribution Settings.
                                                                
Number: The system routes calls to selected teams based on the value you specify for each team in the Call Distribution section. This value reflects the call capacity for that team. After the system sends the specified number of calls to a particular team, it sends no additional calls to that team. In other words, this strategy allows you to specify an upper limit on the total number of calls the system sends to a particular team. This allows you to meet any contractual obligations not to exceed certain targets.
                                                        
Type: If you specified Load Balance in the Routing Type field, select one of the following values in the Type field:
                                                                    Dynamic: Calls routed dynamically result in a single virtual queue. The system queues callers for the longest available agent across all associated teams instead of routing them immediately at the time of call arrival to a team specified in the load balance strategy (based on active call conditions).

                                                                    Static: The system routes calls to specific teams on the basis of a predefined percentage or numeric allocation at the time of call arrival. In static routing, the system assigns calls to a team based on the allowable number of calls specified for that team in the Call Distribution section (either a percentage or number of calls). In dynamic routing, the system assigns calls to a team based on the current allocation of calls among the teams based on the day's tally.

                                                
Priority Based: The system routes calls to agent teams based on a priority scheme that you set in the Call Distribution section.
                                                
Skills Based: The system routes calls to agents based on skill requirements that are specified in the Call Distribution section of the routing strategy for the entry point that sends calls to this queue. The Skills Based routing type is available only if your enterprise has the optional Skills-Based Routing feature provisioned.




    

                                                
When you select Skills Based as the routing type, two more settings appear for you to specify how to route a call when more than one agent has the required skill set:
                                                        
Longest Available Agent: The system routes the call to the agent who has been available the longest.
                                                        
Best Available Agent: When you select this setting, a Skill drop-down list appears. The system routes the call to the agent with the highest proficiency in the skill you select from the drop-down list.
                                        
Time Settings (These are read-only for proxy queues.)
                                        
Start Date

                                        
End Date
                                        
Click in each of these fields and use the calendar controls to specify the start date (the date the strategy becomes effective) and end date (the date the strategy expires).
                                        
Start Time

                                        
End Time
                                        
Enter in 24-hour format (0000–2400) the time of day you want the strategy to start and end.
                                        
Day of Week
                                        
From the drop-down list, select All Days if you want to schedule the strategy for every day or Weekdays if you want to schedule the strategy for Monday through Friday only.
                                        
Select each icon that represents a day on which you want to schedule the strategy.
                                        
Advanced Settings
                                        
Music on Hold
                                        
Select the name of the audio (.wav) file to play for calls when they arrive or are waiting in a queue. This isn’t applicable for email and chat routing strategies.
                                        
Maximum Time in Queue
                                        
If this is a standard Webex Contact Center queue routing strategy, enter the length of time to wait, in seconds, before the system routes a queued call to the overflow destination number provisioned for the queue. Cisco recommends setting this to 1800 (30 minutes) or to three times the average queue length during busy hours.
                                        
If this is an email routing strategy, set this parameter to a value high enough to avoid overflow.
                                        
By default, this field adopts the value provisioned for the queue.
                                            
The cumulative total queue time configured for all groups in the Call Distribution section of the routing strategy mustn’t exceed the value specified here. See  Specifying Call Distribution Settings for more information.
                                        
Retries within the Team
                                        
If this is a standard Webex Contact Center queue routing strategy, specify the maximum number of attempts the system makes to send a call to a team before it routes the call to the next available team. The system makes no further attempts to send the call to that team again.
                                        
Exceptions:
                                                
This setting doesn’t apply to Skills-Based routing strategies. For Skills Based routing, if the call is in the last group, the call overflows if the system finds no matching agent. If the call is in any other group, and if it’s sent to an agent who doesn’t answer, the system continues to try matching other available agents any number of times, without regard to this setting.
                                                
In a load balance strategy using percentage allocation, the system does not route a call to a second team when the first team is unavailable. Instead, the system retries the first team's DN for the number of times that are specified for the strategy, and then overflows the call.
                                        
Flag as Default Routing Strategy
                                        
Update as Default Routing Strategy
                                        
This setting is available only if you’re creating a new strategy or copying an existing one.
                                        
Set to Yes if you want this to be the default routing strategy for the specified time interval for this entry point or queue.
                                        
Set to No if you’re creating an exception to the default schedule, such as a holiday. A strategy that isn’t configured as default overrides the default strategy. That is, the system first checks for a strategy that isn’t flagged as default, and if none exists, the default strategy is used.
                                        
Call Control
                                        
Control Script
                                        
Select a call control script from the drop-down list. Every strategy must have a control script associated with it, which defines how calls are handled. If appropriate, change the script's default parameters in the fields displayed. For more information, see  Assigning Call Control Scripts and Parameters.
                                            
When you create an Inbound Queue, if a Control Script is selected, then the Music in Queue setting gets reset.
                                            
If you’re editing an existing strategy, selecting a different call control script can significantly change how calls are handled. It’s important that you’re clear on what you want to do before changing scripts or script parameters.
                                            
If this is an entry point strategy for Skills-Based routing, assign skills requirements as described in  Assigning Skill Requirements to Incoming Calls.
                    
Table 4. General settings applicable in routing strategy

                                        
Setting
                                        
Description
                                        
General Settings
                                        
Enter a name for the strategy, such as US Holiday or Weekends. You can’t edit this field after you save the strategy.
                                        
Enterprise Name
                                        
Shows the tenant name.
                                        
Status
                                        
Click Active  if you want the strategy to become effective on the start date that you specify in the Start Date field.
                                        
Click Not Active if you want to save the strategy for future use or as a draft to work on later.
                                        
The status is always Active for chat and email routing strategies as you can configure only one routing strategy for each entry point or queue.
                    
Table 5. Settings applicable in routing strategy for Telephony

                                        
Setting
                                        
Description
                                        
Time Settings (These are read-only for proxy queues.)
                                        
Start Date

                                        
End Date
                                        
Click in each of these fields and use the calendar controls to specify the start date (the date that the strategy becomes effective) and the end date (the date that the strategy expires).
                                        
Start Time

                                        
End Time
                                        
Enter in 24-hour format (0000–2400) the time of day that you want the strategy to start and end.
                                        
Day of Week
                                        
From the drop-down list, choose All Days if you want to schedule the strategy for every day or Weekdays if you want to schedule the strategy for Monday through Friday only.
                                        
Click each icon that represents a day on which you want to schedule the strategy.
                                        
Advanced Settings
                                        
Music on Hold
                                        
Select the name of the audio (.wav) file to play for calls when an agent puts a call on hold. Music in Queue (MIQ) is handled from Flow. When a contact is queued and if no agent is available, the customer is engaged with MIQ. 
                                        
Call Control
                                        
Flag as Default Routing Strategy
                                        
Update as Default Routing Strategy
                                        
Choose the Routing Strategy. This setting is available only if you create a new strategy or copy an existing one.
                                        
Set to Yes if you want this routing strategy to be the default routing strategy for the specified time interval for this entry point or queue.
                                        
Set to No to create an exception to the default schedule, such as a holiday. This strategy overrides the default strategy. That is, the system first checks for a strategy that isn’t flagged as default, and if none exists, the system uses the default strategy.
                                            
Various routing strategies may be configured for a given time interval, but only one can be considered the current routing strategy. Webex Contact Center uses the following order of preference to decide the current routing strategy at any given time:
                                            
1. Global Routing Overrides
                                            
2. Default Global Routing Overrides
                                            
3. Routing Strategy
                                            
4. Default Routing Strategy
                                        
Select the flow from the drop-down list.
                                        
Email Account 
                                        
You can add only one email account for each entry point. You can edit or delete the email account using the icons beside the email account name.
                                        
Add Email Account
                                        
Click the Add Email Account button to open the Add Email Account dialog box. Enter the following details:
                                        
Email Address:
Enter the email address to contact your organization.
Inbound Server Settings:
Enter the following server details for incoming emails: 

                                                            
Incoming Protocol
                                                            
Incoming Host
                                                            
Inbound Encryption
                                                            
Inbound Port Number
                                                        
Outbound Server Settings:
Enter the following server details for outgoing emails: 

                                                            
SMTP Server
                                                            
Outbound Encryption
                                                            
Outbound Port Number
                                                        
Server Authentication:
Enter the username and password to connect to the email account.

 

                                                        
Ensure you use only secure access to mail servers, such as:
                                                                
SMTP, IMAP, or POP over SSL
                                                                
SMTP, IMAP, or POP over TLS
                                                        
Mandatory steps to use a Gmail account for an email channel are as follows:
                                                                
Enable the IMAP option if you provide IMAP server to fetch mails in the server in the Gmail settings.
                                                                
Enable the Less Secure Apps flag in the Gmail account settings. 
                                                                
Disable the captcha by logging into  https://g.co/allowaccess.
                                                                
Update the credentials in the routing strategy and click Save.
                                                
Advanced Email Account Settings:
Enter the following advanced settings for the email account: 

                                                            
Maximum Attachment Size
                                                            
Number of Attachment Limit
                                                            
Mail Delay
                                                            
Maximum Messages/Cycle
                                        
Email Routing Rules
                                        
You can add up to 20 email routing rules. Use the icon beside the rule to edit or delete the rule.
                                        
Routing Rule
                                        
Click the Add Routing Rule button to open the Add Routing Rule dialog box. Enter the following details to add a rule:
                                        
Routing Rule Name:
Enter the name for the rule.
IF Email Subject Contains:
Enter the text in the email subject to set the condition for the rule. You can add up to 10 conditions using the AND or OR operators. However, you can mix the AND and OR operators in a rule.
Then:
Select the email queue to which the email is queued if it satisfies any condition.
                                            
The email can remain in a queue for a maximum of 240 days. After 240 days, the system removes the email from Webex Contact Center.
                                        
Default Routing Rule
                                        
Select an email queue for the default routing rule in case none of the defined rules satisfy the criteria.
                    
Table 7. Settings applicable in routing strategy for Chat

                                        
Setting
                                        
Description
                                        
Chat Routing Experience
                                        
Chat Template
                                    
Shows that the name of the Chat Template used. To edit, you must log in to Control Hub.

                                        
Chat Reason Mapping Details
                                        
 Associate the preconfigured chat reasons. For more information, see  Create a Chat+Callback Template.
        




    
Modify a Routing Strategy

            
Before you modify a routing strategy, be aware of the following:
                    
Although you cannot copy the current strategy, you can modify any of its settings except those that affect execution time or date. These changes have no effect on the recurring scheduled version of the strategy.
                    
When you modify the current strategy, your changes take effect immediately for new calls and remain in effect until the current strategy ends. If there are calls in the queue when the modifications are made, the existing queued calls follow the original strategy unless you check the Apply changes to current calls in queue check box to the right of the Save button.
                        
Changes made to the current Email or Chat entry point routing strategy are also applied to the corresponding active routing strategies.
                    
When you modify a strategy that is not the current strategy, your changes take effect according to the scheduled times specified in the strategy.
              From the Management Portal navigation bar, choose 
              Routing Strategy.

            
On the Routing Strategy page, choose an entry point or queue from the Select Entry Point/Queue drop-down list.
            
Click the ellipsis button beside the strategy that you want to modify and choose Edit.
            
If you are modifying a global routing strategy:
                
Click the Routing button on the menu bar, select Global Routing Strategies, select the Entry Point or Queue button on the upper-left side page.
                
If you are modifying a strategy for cross-ACD entry points or for proxy queues, set the CC-one ACD field to False.
                
Click the horizontal ellipsis button to the left of a the strategy you want to modify and select Edit.
            
Make your changes. For information about each setting, see the setting descriptions table in  Create a routing strategy.
            
If you modify the current strategy and want the changes to apply to calls currently in queue, check the Apply changes to current calls in queue check box on the lower right side of the page. If you don't check this check box, the changes only apply to new calls.
            
Click Save to save your changes.
        
Routing Strategies Deletion and Restoration

        
When you delete a routing strategy, the system moves the strategy to the
        Deleted Routing Strategies or Deleted Global Routing
          Overrides page where it can be restored or permanently deleted within 30
      days. After 30 days, the system permanently deletes the routing strategy.
            
When you delete a current strategy, the system activates the next strategy scheduled for that time period. Do not delete a current strategy unless an alternate strategy is available.
      
Delete a Standard Routing Strategy

                From the Management Portal navigation bar, choose 
                Routing Strategy.
On the Routing Strategy page, choose an entry point or queue from the Select Entry Point/Queue drop-down list.
Click the ellipsis button beside the routing strategy that you want to delete and click Delete. 
Click Yes to confirm.
The system moves the strategy to the Deleted Routing Strategies page where it can be restored or permanently deleted (see  Restore or Permanently Delete a Routing Strategy).
Restore or Permanently Delete a Routing Strategy

                From the Management Portal navigation bar, choose 
                Routing Strategy.
On the Routing Strategy page, click Deleted Strategies.
Choose an entry point or queue from the Select Entry Point/Queue drop-down list.
Click the ellipsis button beside the strategy that you want to either restore or permanently delete and do one of the following:
To permanently delete the strategy, click Delete. Click Yes to confirm.
- OR -
To restore the strategy, click Restore.
If you are restoring a strategy, modify the settings as required, and click Restore.
You cannot restore a deleted Chat Entry Point Routing Strategy, if a Routing Strategy is assigned to the Entry Point.
If any settings conflict with an existing routing strategy, a message informs you. In this case, you must modify the settings before you can restore the strategy.
Audio on Hold

        
When a call is queued on the network, an audio file continues to play until the call is distributed to a team with available capacity. If the call is queued for longer than the length of the audio content, the audio file loops back and restarts from the beginning.
        
We recommend that the audio file include a brief delay message followed by music. The message should announce the name of the associated queue, instruct the caller to hold for the next available agent, and include a warning that calls may be monitored.
        
You can record one audio file for each strategy, so the message can vary by time of day, day of week, holiday schedule, and other factors.
  
Working with Global Routing Overrides

      
A global routing override is a routing strategy that applies to one or more Telephony
            entry points. When a call arrives at an entry point, the routing engine checks whether a
            Global Routing Override exists for that entry point. If a Global Routing Override
            exists, it becomes the current routing strategy for the entry point, overriding any
            standard routing strategies associated with that entry point.
      
Creating a global routing override enables you to change the routing strategies quickly
            and easily for many entry points simultaneously in urgent situations, rather than
            changing each routing strategy individually.
      
Global routing overrides operate in the Tenant time zone.
    
View global routing overrides

      
Use this procedure to view a list of global routing overrides.
    
Before you begin
      
You require Administrator access privileges to perform this procedure.
            
From the Management Portal navigation bar, choose Routing Strategy.
          
The Routing Strategy page opens.
            
From the menu bar, choose Routing > Global Routing Overrides.
          
The Global Routing
              Overrides page opens to display the Global Routing Overrides List. This
            page displays all existing global routing overrides. You can use the
              Search function at the top-right of the List area to find your
            target. See  Global routing override parameters for a description of the parameters
            that are visible on the page.
            
(Optional) To export the list of global routing overrides for data analysis, click the
          ellipsis button near the top-right side of the page and click Excel or CSV.
            
(Optional) To display the details of a routing overrides or to edit it, click the
          ellipsis button at the left of the listed overrides and then click
            Edit. See  Edit a global routing override for further detail on editing a routing override.
        
Create global routing overrides

        
You can change the contact handling flow for multiple telephony entry points at the same
      time, such as for a holiday or emergency situation. Preconfigure one or more flows that you
      can apply quickly as an override when needed. When it becomes active, the global routing
      override only applies to new calls, while active calls follow the current entry point routing
      strategies.
      
By default, you create global routing overrides in the Tenant time zone. All the data that
        are displayed on the Global Routing
          Overrides page or dashboard are based on the Tenant time zone.
        
You can choose between two methods to create a global routing override:
        
 Create a global routing override
        
 Create a global routing override from a copy
      
Create a global routing override

            
Use this procedure to create a global routing override.
        
Before you begin
            
You require Administrator access privileges to perform this procedure.
                    From the Management Portal navigation bar, choose Routing Strategy.

                    
The Routing Strategy page opens.
              
From the menu bar, choose Routing > Global Routing
                            Overrides. 
                    
The Global Routing
                            Overrides page opens to display the Global Routing Overrides
                            List. This page shows all existing global routing overrides.
              
From the Global Routing
                        Overrides page, click + New Override.
                    
The Create Global Routing
                            Override page opens. 
              
Configure the new global routing override as described in  Global routing override parameters.
              
Click Save or Cancel.
          
Create a global routing override from a copy

            
Use this procedure to create a global routing override from a copy of an existing
                override.
        
Before you begin
            
You require Administrator access privileges to perform this procedure.
                    From the Management Portal navigation bar, choose Routing Strategy.

                    
The Routing Strategy page opens.
              
From the menu bar, choose Routing > Global Routing
                            Overrides. 
                    
The Global Routing
                            Overrides page opens to display the Global Routing Overrides
                            List. This page shows all existing global routing overrides.
              
Locate the global routing override you want to copy to create a new override.
                    You can use the Search function at the top-right of the
                        Global Routing Overrides
                        List area to find your target.
              
Click the ellipsis button to the left of a listed override, and then click
                        Copy.
                    
The Copy Global Routing
                            Override page opens. 
              
Change the settings as required, and in accordance with instructions provided in  Global routing override parameters.
              
Click Save or Cancel.
          




    
Edit a global routing override

            
Use this procedure to edit an existing global routing override.
        
Before you begin
            
You require Administrator access privileges to perform this procedure.
            
 From the Management Portal navigation bar, choose Routing Strategy. 
                    
The Routing Strategy page opens.
            
From the menu bar, choose Routing  > Global Routing
                            Overrides.
                    
The Global Routing
                            Overrides page opens to display the Global Routing Overrides
                            List. This page shows all existing global routing
                        overrides.
            
Locate the global routing override you want to edit. You can use the
                        Search function at the top-right of the Global Routing Overrides
                        List area to find your target.
            
Click the ellipsis button at the left of the entry point you want to modify,
                    and then click Edit.
                    
The Overwrite Global
                            Routing Override page opens.
            
Edit the routing override parameters in accordance with the information
                    provided in  Global routing override parameters.
            
Click Save or Cancel.
        
Global routing override parameters
The following sections describe the parameters you see on the various pages that
        constitute the global routing override user interface.

            
Parameters for Global Routing Overrides page
            
The following table lists and describes the parameters you see in the Global Routing Overrides List
                area on the Global Routing
                    Overrides page.
                                
Column
                                
Description
                                
Displays the name you assign to the override.
                                    You can't change the override name after you create it.
                                
Displays the system-assigned number of the
                                    override.
                                
Status
                                
Indicates the status of the override.
                                        
Current (appears
                                            in Red) means this is a snapshot of the currently
                                            running override. You can't copy the current override,
                                            but you can modify any setting that doesn't affect
                                            execution time or date. Changes to the override don't
                                            affect the recurring scheduled version of the
                                            override.
                                            
You can delete the current override,
                                                but don't delete it before you create a different
                                                override for the same time interval. If you delete
                                                an override without having another one in place, the
                                                last override used by the system becomes the default
                                                override although the start and end times and dates
                                                have expired. If this occurs, either create a new
                                                override for the current time period, or copy the
                                                default override and correct the time settings.
                                        
Active means
                                            that the override is in effect at the specified start
                                            time on the specified start date. This is the default
                                            status.
                                        
Not Active means
                                            the override isn't in effect regardless of the specified
                                            start time and date. This status lets you save an
                                            override for future use or as a draft to continue with
                                            later.
                                
Default
                                
Indicates whether the global routing override is
                                    the default routing strategy (Yes) or isn't the default
                                    routing strategy (No).
                                
Repetition
                                
Specifies whether the override repeats daily or
                                    only on specific days of the week.
                                
Start Date
                                
Displays the date on which the override
                                    starts.
                                
End Date
                                
Displays the date on which the override
                                    ends.
                                
Start Time
                                
Displays the time at which the override starts
                                    (in 24-hour format) for any given day in the specified date
                                    range.
                                
End Time
                                
Displays the time at which the override ends (in
                                    24-hour format) for any given day in the specified date
                                    range.
                                
Time Zone 
                                
Displays the Tenant time zone.
                                
Global routing overrides operate in the Tenant time zone.
                                
Lists the associated call flows when a routing override is
                                    executing.
            
Parameters for Create, Overwrite, Copy, and Restore Gobal Routing Override
                pages
            
The following table lists and describes the parameters that you see on the:
                    
Create Global Routing
                            Override page
                    
Overwrite Global Routing
                            Override page
                    
Copy Global Routing
                            Override page
                    
Restore Global Routing
                            Override page
            
Use this information to configure new or copied overrides and edit existing ones.
            
Parameter

                                
Description
                                
General Settings
                                
Enter the name for the global routing override. You can't change
                                    the name after it's created. 
                                
If you copy an override, you can change the name of the copy.
                                
Enterprise Name
                                
Displays the name of the Tenant.
                                
Channel Type
                                
Displays the only valid channel type: Telephony
                                
Entry Points or Queues
                                
This field appears only if you are creating or copying a global
                                    routing override.
                                
Choose the entry points or queues to which the global routing override
                                    applies. 
                                
Routing Type
                                
This option is available only for queues. It is not available for proxy queues.
                                        
Longest Available Agent: The system routes calls to the agent who has been available for the longest time among all the agents on all the teams assigned to the strategy in the Call Distribution section.
                                        
Load Balance: The system routes calls to agents based on load-balancing conditions that you set in the Mode and Type fields and in the settings you specified in the Call Distribution section.
                                                
Mode: If you specified Load Balance in the Routing Type field, select one of the following values to specify how to handle the call load:
                                                        
Percentage: The system routes calls to selected teams based on a percentage allocation that you specify for each team in the Call Distribution section. The percentage spread total must equal 100 across all teams selected for Group 1. For more information, see  Specifying Call Distribution Settings.
                                                        
Number: The system routes calls to selected teams based on the value you specify for each team in the Call Distribution section. This value reflects the call capacity for that team. After the system sends the specified number of calls to a particular team, it sends no additional calls to that team. In other words, this strategy allows you to specify an upper limit on the total number of calls the system sends to a particular team. This allows you to meet any contractual obligations not to exceed certain targets.
                                                
Type: If you specified Load Balance in the Routing Type field, select one of the following values in the Type field:
                                                            Dynamic: Calls routed dynamically result in a single virtual queue. The system queues callers for the longest available agent across all associated teams instead of routing them immediately at the time of call arrival to a team specified in the load balance strategy (based on active call conditions).

                                                            Static: The system routes calls to specific teams on the basis of a predefined percentage or numeric allocation at the time of call arrival. In static routing, the system assigns calls to a team based on the allowable number of calls specified for that team in the Call Distribution section (either a percentage or number of calls). In dynamic routing, the system assigns calls to a team based on the current allocation of calls among the teams based on the day's tally.

                                        
Priority Based: The system routes calls to agent teams based on a priority scheme that you set in the Call Distribution section.
                                        
Skills Based: The system routes calls to agents based on skill requirements that are specified in the Call Distribution section of the routing strategy for the entry point that sends calls to this queue. The Skills Based routing type is available only if your enterprise has the optional Skills-Based Routing feature provisioned.
                                        
When you select Skills Based as the routing type, two more settings appear for you to specify how to route a call when more than one agent has the required skill set:
                                                
Longest Available Agent: The system routes the call to the agent who has been available the longest.
                                                
Best Available Agent: When you select this setting, a Skill drop-down list appears. The system routes the call to the agent with the highest proficiency in the skill you select from the drop-down list.
                                
Status
                                
Click the Status toggle button to set the
                                    status of the global routing override  to either
                                        Active or Not
                                        Active.
                                
When set to Active, the routing override
                                    activates and deactivates on the dates and at the times
                                    specified in the related Start and End Date and Start and End
                                    Time fields.
                                
Time Settings
                                
Time zone
                                
Displays the Tenant time zone.
                                
Global routing overrides operate in the Tenant time zone.
                                
Start Date
                                
End Date
                                
Click in each of these fields and use the calendar controls to
                                    specify the start date (the date the global routing override
                                    becomes effective) and end date (the date the global routing
                                    override expires).
                                
Start Time
                                
End Time
                                
Enter in 24-hour format (0000–2400) the time of day you want the
                                    global routing override to start and end.
                                
Day of Week
                                
From the drop-down list: 
                                        
Choose All Days
                                            if you want to schedule the global routing override to
                                            run every day.
                                        
Choose Weekdays if you want to
                                            schedule the global routing override to run from Monday
                                            through Friday only.
                                        
Choose Specific Days, and click
                                            the icons representing weekdays if you want to schedule
                                            the global routing override to run on specific days of
                                            the week.
                                
Advanced Settings
                                
Music on Hold
                                
From the drop-down list, choose the name of the audio (.wav) file to play for calls when an agent puts a call on hold. Music in Queue (MIQ) is handled from Flow. When a contact is queued and if no agent is available, the customer is engaged with MIQ.
                                
Maximum Time in Queue
                                
If this is a standard Webex Contact Center queue routing strategy, enter the length of time to wait, in seconds, before the system routes a queued call to the overflow destination number provisioned for the queue. Cisco recommends setting this to 1800 (30 minutes) or to three times the average queue length during busy hours.
                                
If this is an email routing strategy, set this parameter to a value high enough to avoid overflow.
                                
By default, this field adopts the value provisioned for the queue.
                                    
The cumulative total queue time configured for all groups in the Call Distribution section of the routing strategy mustn’t exceed the value specified here. See  Specifying Call Distribution Settings for more information.
                                
Retries within the Team
                                
If this is a standard Webex Contact Center queue routing strategy, specify the maximum number of attempts the system makes to send a call to a team before it routes the call to the next available team. The system makes no further attempts to send the call to that team again.
                                
Exceptions:
                                        
This setting doesn’t apply to Skills-Based routing strategies. For Skills Based routing, if the call is in the last group, the call overflows if the system finds no matching agent. If the call is in any other group, and if it’s sent to an agent who doesn’t answer, the system continues to try matching other available agents any number of times, without regard to this setting.
                                        
In a load balance strategy using percentage allocation, the system does not route a call to a second team when the first team is unavailable. Instead, the system retries the first team's DN for the number of times that are specified for the strategy, and then overflows the call.
                                
Flag as Default Routing Strategy
                                
This setting is available only if you create a new override or
                                    copy an existing one.
                                
Set to Yes if you want this global routing
                                    override to be the default global routing override for the
                                    specified time interval for this entry point or queue.
                                
Set to No to create an exception to the
                                    default schedule, such as a holiday. This override overrides the
                                    default override. That is, the system first checks for a
                                    override that isn’t flagged as default, and if none exists, the
                                    system uses the default override.
                                    
You can configure different routing strategies for a given time interval. However, Webex Contact Center prioritizes only one routing strategy. Webex Contact Center uses the following order of prioritization to decide the current routing strategy at any given time:
                                    
1. Global Routing Overrides
                                    
2. Default Global Routing Overrides
                                    
3. Routing Strategy
                                    
4. Default Routing Strategy
                                
Call Control
                                
Control Script
                                
Select a call control script from the drop-down list. Every strategy must have a control script associated with it, which defines how calls are handled. If appropriate, change the script's default parameters in the fields displayed. For more information, see  Assigning Call Control Scripts and Parameters.
                                    
When you create an Inbound Queue, if a Control Script is selected, then the Music in Queue setting gets reset.
                                    
If you’re editing an existing strategy, selecting a different call control script can significantly change how calls are handled. It’s important that you’re clear on what you want to do before changing scripts or script parameters.
                                    
If this is an entry point strategy for Skills-Based routing, assign skills requirements as described in  Assigning Skill Requirements to Incoming Calls.
                                
Choose a flow to override the contact handling behavior for the selected entry points during the configured time period.
                                
Call Distribution
                                
This parameter applies to queues only. It does not apply to proxy queues.
                                
If this is a standard queue routing strategy, specify which teams you want to associate with this strategy and organize them into groups. See  “Specifying Call Distribution Settings” on page 166 for details. In addition, do the following (as described in  “Assigning Teams and Skill-Relaxation Settings to Groups” beginning on page 168):
                                
• If the routing type is Load Balance, assign percentage spreads or capacities to each team in Group 1. You can add additional groups, but you cannot assign percentage spreads or capacities to the teams in those additional groups.
                                
• If the routing type is Priority, assign priorities. Note that a specific priority can be assigned to only one team within the strategy (for example, only one team can have a priority of 1 assigned to it).
                                
• If the routing type is Skills Based, specify skill relaxation settings if appropriate.
                                
If this is a routing strategy for an outdial queue, you must specify a team in the Call Distribution section. The specified team is only a placeholder and is not used. In addition, be sure to create only one group for an outdial queue routing strategy.
      
Delete a global routing override

      
Use this procedure to delete a global routing strategy.
    
Before you begin




    
You require Administrator access privileges to complete this procedure.
From the Management Portal navigation bar, choose Routing Strategy.
The Routing Strategy page opens.
From the menu bar, choose Routing > Global Routing Overrides.
The Global Routing
              Overrides page opens to display the Global Routing Overrides List. This
            page shows all existing global routing overrides. See  Global routing override parameters for a description of the elements that
            are visible on the page.
Locate the global routing override you want to edit. You can use the
            Search function at the top-right of the Global Routing Overrides List area to
          find your target.
Click the ellipsis button to the left of the routing override you want
          to delete, then click Delete. In the confirmation
          dialog box that opens, click OK.
The routing override moves to the Deleted Global Routing Overrides
            page where it awaits restoration or permanent deletion. For more information, see  Restore or Permanently Delete a Routing Strategy.
Restore or permanently delete a global routing override

            
Use this procedure to restore or permanently delete a global routing
                override.
        
Before you begin
You require Administrator access privileges to perform this procedure.
From the Management Portal navigation bar, choose Routing Strategy.
The Routing Strategy page opens.
From the menu bar, choose Routing > Global Routing
                            Override.
The Global Routing
                            Overrides page opens to display the Global Routing Overrides
                            List. This page shows all existing global routing overrides.
                        See  Global routing override parameters for a description of the
                        parameters that are visible on the page.
Click the Deleted Global Routing Overrides button at the top-right side
                    of the page.
The Deleted Global Routing
                            Overrides page opens displaying a list of deleted routing
                        overrides, if any exist.
In the Deleted Global Routing Overrides List view, locate the
                    routing override you want to either restore or permanently delete. You can use
                    the Search function at the far-right of the page to
                    locate your target. 
Click the ellipsis button to the left of the routing override
                    you want to either restore or permanently delete and do one of the
                    following:
(Optional) To permanently delete the override, click the Delete icon. Click Yes in the confirmation dialog box to
                            commit.
The Deleted Global
                                    Routing Overrides page immediately refreshes,
                                excluding the deleted routing override.
(Optional) To restore the override, click the Restore icon. Click Yes in the confirmation dialog box to
                            commit.
The Restore Global Routing
                                    Override page appears, displaying the settings for
                                the routing override.
You can change some of the settings in accordance with the
                                information that is provided in  Global routing override parameters.
Click Restore to save changes
                                and confirm reactivation of the override.
If any settings conflict with an existing
                                    routing override, a message informs you. In this case, you must
                                    modify the settings before the override restores.
The Deleted Global
                                    Routing Overrides page immediately refreshes,
                                excluding the restored routing override.
Flow Designer Overview

      
Flow Designer provides an interface to create real-time flows to meet your organizational requirements. Pre-defined activities related to call handling and flow control serve as building blocks for flow creation. The drag-and-drop interface of the Flow Designer provides easy configuration of the flow components. You can set the properties of each activity that influences flow execution. You can also configure variables and expressions to define flow logic.
  
Getting Started

      
Before you use Flow Designer, you must provision several entities from the Webex Contact Center Management Portal and the Control Hub. You can use these entities directly, as part of Flow Designer (for example, Queues and Audio Files), or indirectly to enable contact routing (for example, Call Distribution in Queue Routing Strategies).
      
You must configure the following items before you build flows in Flow Designer: 
                
Entry Points
                
Queue
                
Agents
                
User Profile
                
Desktop Profile
                
Teams
                
Virtual Agent
                
Audio Files
  
Key Terminology

      
The following terms are referenced in this chapter:
                
Activity​: A single step of a flow, as represented by a node in the Flow Designer interface. For example, play a message or make an HTTP request. This is the element that is dragged and dropped by the user into a flow.
                
For activity properties which are drop-down based, search filter is enabled by default. If there’s a higher number of options available in a drop-down list that is beyond the default limit, you can enter a keyword to search and choose the desired option from the autopopulated result.
                
Event​: An internal or external stimulus to the system which may cause a flow or flow path to be executed. These may be Kafka messages, external HTTP requests, user actions, etc.​ Flow Designer is an event-driven application that executes flows in response to events. If and when certain events are triggered, flows are automatically executed as configured.
                
Flow​: A user-defined sequence of activities that are executed in response to an event.
                
Link: A link is the arrow that connects one activity to another. It indicates the direction of the flow and dependency between events. To delete a link and break the connection between two activities, click on the link to reveal the delete icon, and proceed to delete the line.
  
Access the Flow Designer Application

            
Flow Designer uses Single Sign-on (SSO) using Cisco Common Identity. If you are already logged in to the Cisco Webex Control Hub or the Cisco Webex Contact Center Management Portal and when you attempt to access Flow Designer, you will automatically gain access to the application. If not, the system prompts you to enter your SSO credentials in the standard login screen.
        
Before you begin




    

            
To access the Flow Designer application, you must have a Premium Agent License and a user profile that has rights to edit the Routing Strategies module.
          
From the Management Portal navigation bar, choose Routing Strategies > Routing Strategies > Flow > Create New Flow.
  
Flow Designer Browser Requirements

      
The following table lists the supported browsers. 
                            
Browser
                            
Microsoft Windows 10 
                            
Microsoft Windows 11 
                            
Mac OS X
                            
Chromebook
                            
Google Chrome
                            
76.0.3809
                            
103.0.5060.114
                            
76.0.3809 or higher
                            
76.0.3809 or higher
  
Flow Designer Layout
Activity Library

        
The Activity Library comprises the list of activities associated with Flow Designer. The user can drag and drop the activities to the Main Flow or Event Flows canvases to design their flows. The Activity Library has the following sections:
                
CALL HANDLING: You use Call Handling activities to build flows that handle voice interactions in the contact center. They are specific to the use case of handling calls through Interactive Voice Response (IVR) and virtual or human agents.
                
FLOW CONTROL: Flow Control activities are agnostic to Flow Type, and you use them to control the logic in the flow regardless of the use case.
        
You can hide and expand the Activity Library as desired to increase working space on the canvas between configurations.
      
Canvas, Main Flow, and Event Flows

        
The Canvas is the gray working space on which you drop the activities. You use the controls in the bottom-left side of the screen to move around the canvas and zoom in and zoom out. There are no constraints on the flow size or canvas usage.
        
Flow Designer has two tabs that allow extra canvas space:
                
 Main Flow
                
 Event Flows
        
These tabs logically separate different paths of your flow and create a more organized workspace.
            
Main Flow
            
Use the Main Flow tab to script the primary flow based on the Trigger Event defined in the Start Flow activity. In the Main Flow tab, you configure the end-to-end experience for a caller, starting from the Cisco Unified IP Interactive Voice Response (IVR) menu, until opting out or wrapping up the call. The flow contains predictable steps that the system executes in a sequence.
            
Event Flows
            
At any point during the execution of the Main Flow, the system triggers events that interrupt the Main Flow. For example, when an agent answers a phone call, the caller’s experience in the queue is interrupted. If you want to define unique behavior for when these events are triggered, you can script optional Event Flows. Event Flows are asynchronous to the Main Flow. You can’t predict if or when an Event Flow will be triggered. For this reason, Event Flows are optional and are intended to extend the Main Flow functionality.
                
You can configure multiple event handling flows in the Event Flows canvas. Each event flow must have a unique start and end, with no shared activities.
            
For more information on event handlers, see  Events.
            
Zoom Toolbar
            
The zoom toolbar in Flow Designer has Global Properties, zoom-in, and zoom-out buttons to display the Global Properties pane, and minimize or maximize the contents in the canvas.
                    
Global Properties: Click the  icon to open the Global Properties  pane. For more information, see  Properties Pane.
                    
Zoom-in: Click the  icon on the toolbar. When you reach the maximum limit, the button is disabled. 
                    
Zoom-out: Click the  icon on the toolbar. When you reach the maximum limit, the button is disabled. 
                    
Copy and paste activities: Click the  icon on the toolbar to copy and paste selected activities on the canvas. For more information, see  Copy and Paste Activities.
      
Properties Pane

        
Flow Designer has a Properties pane that appears on the right of the application. You set the parameters for either the flow (Global Properties) or for a selected activity. You can hide and expand the pane to increase working space on the canvas between configurations.
        
The Global Properties pane displays by default when the Flow loads. Click the  icon to open the Global Properties pane. The  icon helps you to open and close the Properties Pane when you work on flows. You can also click anywhere on the empty canvas to return to the Global Properties pane view. The Global Properties pane is not visible when you select an activity. 
        
 The following configurations are contained in the Global Properties pane:
                
(Optional) Provide a flow description.
                
Manage custom and predefined variables. For more information about flow variables, see  Set Variable.
            
View Flow History information, including the owner, last edited date, and Flow Version number.
             Click the  icon to close the Global Properties pane.
                    
There is currently no version control feature. The Flow Version is the number of times that the flow has been published.
      
Header Pane

        
The Header pane displays the name of your flow, which dynamically updates when you edit the flow name from the Global Properties pane. The header panel has a Sign Out button. Flow Designer allows you to save an existing flow draft if you wish to return and continue working later.
        
To save your drafts of the flows or to close the application, click Save Flow and Sign Out in the top-right corner of the application.
      
Footer Pane

        
The Footer Pane has the following:
                
Autosave Enabled: The left of the Footer pane indicates that Autosave is enabled. Flows are saved to avoid data loss, and an error notification appears if autosave is suspended.
                    
There is a scenario in which data could be lost if you close the browser window while data is autosaving. We recommend you wait a few seconds after you make changes to your flow before you close the browser.
                
Application Version: The left of the Footer pane displays the version of the Flow Designer application. You can use the version for troubleshooting errors in the Flow Designer.
                
Flow Validation: Flow Validation checks if there are errors in a flow’s
                    structure that will prevent the flow from working. You can enable the validation
                    toggle on the right of the Footer Pane at any time. By default, validation is
                    not running on the back end, so no errors display in the window. When the toggle
                    is enabled, the backend validation commences and any errors in the flow are
                    surfaced to the UI. For more information about Flow Validation, see  Validate a Flow.
                
Flow Publishing: Before you can publish a flow, you must validate the flow
                    and resolve any errors. The Publish button is disabled if the Validation
                    toggle is off. Once validation is enabled, the Publish button remains disabled
                    if there are any active errors in the flow. For more information about Flow
                    Publishing, see  Publish a Flow.
  
Flow Designer Activities and Events

    
Activities in Call Handling

           Play Music
           Feedback
           Play Message
           Screen Pop
           Collect Digits
           Blind Transfer
           Virtual Agent
           Callback
           Get Queue Info
           Advanced Queue Information
           Disconnect Contact
           Queue Contact
           Escalate Call Distribution Group
           Queue To Agent
           Set Caller ID
           Recording Control
           Record activity
      




    
Play Music

          
The Play Music activity plays music when a call arrives or is in a queue. You can choose an audio file to play, when you place a caller on hold. 
            
You can configure an error-handling path (Undefined Error) to handle system errors that may occur during flow execution. For more information, see  Error Handling.
          
The following sections enable you to configure the Play Music activity:
                
 General Settings
                
 Music Settings
            
General Settings
                                
Parameter
                                
Description
                                
Activity Label
                                
Enter a name for the activity.
                                
Activity Description
                                
 (Optional) Enter a description for the activity.
            
Music Settings
                
If any of the ordered list inputs is empty, the system throws a Flow Error. Resolve these errors before publishing the flow.
                                
Parameter
                                
Description
                            

            
                    
            
                    
            
                    
            
            
                
                            
                
                            
                            
                            
                                
                            
  
Static Audio File
Choose this option if you wish to configure the static audio to be played from the Resources page in the Management Portal. 
Choose the name of the audio (.wav) file from the Music File drop-down list. 
For more information, see  Upload an Audio Resource File.
Dynamic Audio File

                                
Choose this option if you wish to configure the audio to be played dynamically within a single flow. For example, you can configure this variable to play the audio prompt in multiple languages based on the customer's preference during the interaction.
                                
To configure the dynamic audio file, enter the audio variable value in the form of a pebble expression. For more information, see  Pebble Template Syntax. 
                                    
The variable value must match the name of the .wav file that is uploaded to the Management Portal.
                                
Start Offset
                                
Set the duration in seconds for the music file to play. 
                                
For example, assume that your music file is 60 seconds long. If the Start Offset is set as 45 seconds and the music duration is 30 seconds, the file plays the last 15 seconds and loops back to the start and plays the first 15 seconds. 0 is the start time.
                                
You can enter the start offset as a static number (example: 20) or an expression (example: {{MusicLength + 20}}). 
                                
Ensure that your input has numeric values.
                                
Music Duration
                                
Specify the duration in seconds for the selected music file. (For example, 30 seconds).
                                
You can enter the music duration as a static number (example: 20) or an expression (example: {{MusicLength + 20}}). 
                                
Ensure that your input has numeric values. If the Start Offset and the Music Duration are longer than the file length, the music loops back to the start and continues to play.
                
When you include the Play Music activity before the  HTTP
                            Request activity in a call flow, the HTTP request executes
                    only after the audio is played fully. 
        
Feedback

            
Configure the Feedback activity to initiate post-call surveys (powered by Webex Experience Management) to collect feedback from callers. The following types of surveys are available:
                    
IVR Post Call Surveys: Configure the Feedback activity in the Event Flows canvas in the Flow Designer, after theAgentDisconnected event. Depending on the setup in Webex Experience Management, the contact center plays an IVR survey to the callers.
                    
The caller uses the keypad to answer the survey. If the caller partially answers the survey by not responding within the configured timeout duration or by providing invalid input, the contact center sends partial survey responses to Webex Experience Management.
                        
Ensure that you use the Disconnect Contact activity after the Feedback activity to end the IVR call.
                    
Email or SMS Post Call Surveys: Configure the Feedback activity in the Event Flows tab in the Flow Designer after the PhoneContactEnded event. Depending on the dispatch policy rules set up in Webex Experience Management, the contact center sends a survey to callers over email or SMS.
                        
When you design a flow, a Consult interaction can't include a Post Call Survey Feedback activity.
                
You can configure an error-handling path (Undefined Error) to handle system errors that may occur during flow execution. For more information, see Event Flows.
            
The following sections enable you to configure the Feedback activity:
                    
 General Settings
                    
 Survey
                    
 Language Settings
                    
 Customer Information
                    
 Variable Passing
                    
 Advanced Settings
            
General Settings
                                
Parameter
                                
Description
                                
Activity Label
                                
Enter the name for the activity.
                                
Activity Description
                                
(Optional) Enter a description for the activity.
            
Survey
            
To administer a survey to the customer, select from a list of questionnaires for Voice, or dispatches for Email or SMS surveys. The questionnaires and invitations that are configured in Webex Experience Management are available in the list.
            
Table 1. Survey Methods
Parameter 
                            
Description 
                                
Voice Based
                                
To play an inline survey to the customer, do the following:
                                        
Choose the Voice Based radio button.
                                        
Choose the voice-based survey from the drop-down list.
                                
Email/SMS Based
                                
To provide an offline Email/SMS survey to the customer, do the following:
                                        
Choose the Email/SMS Based radio button.
                                        
Choose the Email or SMS-based survey from the drop-down list.
            
Language Settings
            
Manage the language in which the customer experiences the survey. If the language is not supported in Webex Experience Management, the fallback language is English (US). For more information, see  Webex Experience Management Language Support.
            
Table 2. Language Settings
Parameter 
                            
Description 
                                
Override Language Settings
                                
Enable the Override Language Settings toggle button to set any custom language for Webex Experience Management. 
                                        
Set Language: Select the preferred language from the drop-down list. The drop-down list displays the languages that Webex Experience Management supports. 
                                
If the Override Language Settings toggle button is not enabled, the Global_Language variable is used to define the default Webex Experience Management settings. For more information, see  Global Variables in Flow Designer.
            
Customer Information
            
Specify the customer information to be passed along with the prefills that Webex Experience Management sends to capture the survey response. Depending on the dispatch configurations set in Webex Experience Management, the contact center sends the prefill information.
            
Table 3. Customer Information
Parameter 
                            
Description 
                                
Customer ID
                            
(Optional) Select a unique identifier for the customer from the drop-down list.

                                
Email
                            
(Optional) Select the email of the customer from the drop-down list.

                                
Phone Number
                            
(Optional) Select the phone number of the customer from the drop-down list.
            
Variable Passing
            
Specify the additional variables as custom prefills that are passed (in addition to survey responses) from Webex Contact Center to Webex Experience Management.
            
Table 4. Key-Value Parameters

                                
Parameter
                                
Description
                                
Key-Value
                            
Indicates the optional variable parameters that the contact center passes to Webex Experience Management. 
The Key and Value columns allow you to enter a variable name and the associated value. The variable value can be either a string, an integer, or an expression with double curly braces syntax (in case of flow variable). For more information, see  Custom Flow Variables.
To add a variable parameter, click Add New. This adds a row where you can enter the respective key-value pair.

                                        
To pass any custom variable from contact center, the administrator must create a custom prefill question in Webex Experience Management.
                                        
For more information on configuring a survey questionnaire, see  Questionnaires in Webex Experience Management Documentation.
                                        
The Key parameter in the variable and the Display Name of the prefill question created in Webex Experience Management must be the same. 
                                        
If the Key parameter does not match the Display Name of the prefill question, the contact center doesn't send the Key-Value parameters to Webex Experience Management.
                                        
If the variable includes personal information, make sure to enable the Mark as Personally Identifiable Information (PII) toggle for that Question in Webex Experience Management.
                                        
 For more information on PII, see  PII Handling in Experience Management in Webex Experience Management Documentation.
                                    
For more information about custom prefills, see  Setup Custom Prefills for Post-Call Feedback Surveys in Webex Experience Management Documentation.




    

            
Advanced Settings
            
The Feedback activity has the following settings to help validate the expected DTMF responses from the customers.
            
Table 5. Advanced Settings 

                                
Parameter
                                
Description
                                
Timeout
                                
Indicates the maximum duration for which the activity waits for response from the customer. The default value is 3 seconds. 
                
You can configure the maximum number of retry attempts in case of invalid or no DTMF input, as well as audio notification messages (for invalid input, timeout, and maximum retries exceeded) for questionnaires by using Webex Experience Management. 
                
For more information, see  Retry And Timeout Settings In Post Call IVR Survey in Webex Experience Management documentation.
        
Play Message

          
The Play Message activity plays an uninterruptible message to the caller. You can use the Play Message activity with or without the Text-to-Speech capability enabled. The configuration options change accordingly. 
                    
You can configure an error-handling path (Undefined Error) to handle system
                        errors that may occur during flow execution. For more information, see  Error Handling.
                
The Play Message activity is uninterruptible for DTMF inputs.
The Play Message activity is interruptible due to agent's availability to answer
                    the call, if included after the  Queue Contact activity in a call
                    flow.
          
The following sections enable you to configure the Play Message activity:
                
 General Settings
                
 Prompt
            
General Settings
                                
Parameter 
                                
Description
                                
Activity Label
                                
Enter a name for the activity.
                                
Activity Description 
                                
(Optional) Enter a description for the activity.
            
Prompt
            
 If you don't wish to use the Text-to-Speech capability in your prompt, disable the Text‐to‐Speech toggle button. By default, Text-to-Speech is not enabled.
            
You can configure up to five audio prompts (audio files and audio prompt variables combined). The full prompt is played to the caller in the configured order, alternating between the audio files and audio prompt variables.
                
If any of the ordered list inputs is empty, the system responds with a flow error. Resolve these errors before publishing the flow.
            
Table 6. Prompt Configuration without Text-to-Speech Enabled

                                
Parameter
                                
Description
                                
Add Audio Files
                                
To configure the prompt without Text-to-Speech, add at least one prerecorded audio file. Choose the desired audio file from the drop-down list that is labeled as 1.
                                
To add more audio files, click Add New. The files play to the caller in the order in which they appear. 
                                
To remove an audio file from the sequence, click the Delete icon that appears next to each drop-down list.
                                
Add Audio Variable
                                
Use this option to configure the audio prompt to be played dynamically to the customers. For example, you can configure this variable to play the audio prompt in multiple languages based on the customer's preference during the interaction.
                                
To configure the audio variable, click Add Audio Variable. Enter the variable value in the form of a pebble expression.
                                
For more information, see  Pebble Template Syntax. 
                                    
The variable value must match the name of the .wav file that is uploaded to the Management Portal.
            
To use the Text-to-Speech capability in your prompt, enable the Text‐to‐Speech toggle button. You can configure up to a total of five audio prompts (Text-to-Speech messages, audio files, and audio prompt variables combined). The full prompt is played to the caller in the configured order, alternating between the Text-to-Speech messages, audio files, and audio prompt variables.
            
Table 7. Prompt configuration with Text-to-Speech enabled

                                
Parameter
                                
Description
                                
Connector 
                                
Indicates the connector to authenticate the Text‐to‐Speech service. The drop-down list displays the name of all Google connectors in the Control Hub. Only the active connectors are displayed. Select the connector from the drop‐down list.
                                
Override Default Language & Voice Settings
                                
Use this toggle button to override the voice settings configured in the Global Voicename variable. This parameter is enabled by default.
                                
Output Voice
                                
Indicates the output voice name. This field appears only if you enable the Override Default Language & Voice Settings toggle button. Select the output voice name from the drop-down list.
                                    
If the output voice name that is supported by Google isn't available in the Output Voice  drop-down list, disable the Override Default Language & Voice Settings toggle button. Include the  Set Variable activity before the Play Message activity in the flow. 
                                    
Configure the Set Variable activity as follows:
                                            
Set the variable to Global_VoiceName.
                                            
Set the variable value to the required output voice name code (for example, en-US-Standard-D). For more information on the supported voices and languages, see the Google  Supported voices and languages page.
                            
Add Audio File 

                                
To alternate Text-to-Speech messages with prerecorded audio files, click Add Audio File. This adds a new row to the configuration where you can choose the desired audio file from the drop-down list.
                                
To remove an item from the sequence, click the Delete icon that appears next to the corresponding input or drop-down list.
                            
Add Text-to-Speech Message

                                
To build the prompt, use Text-to-Speech or a mix of prerecorded audio files and Text-to-Speech messages. 
                                
Click Add Text-to-Speech Message to add a new text input field to the prompt creation section. In this field, type the message to be played to the caller in the selected Language and Voice. The field accepts two types of input—raw text (plaintext) or Speech Synthesis Markup Language (SSML)‐formatted data. You can also use variables as part of the message to read the dynamic content. 
                                
Add Audio Variable
                                
Use this option to configure the audio prompt to be played dynamically to the customers. For example, you can configure this variable to play the audio prompt in multiple languages based on the customer's preference during the interaction.
                                
To configure the audio variable, click Add Audio Variable. Enter the variable value in the form of a pebble expression. 
                                
For more information, see  Pebble Template Syntax. 
                                    
The variable value must match the name of the .wav file that is uploaded to the Management Portal.
            
Text-to-speech settings
            
The text-to-speech settings include the following settings that are used to validate the expected DTMF input from the caller.
            
Table 8. Text-to-speech settings

                                
Parameter
                                
Description
                                
Speaking Rate
                                
Indicates the rate of speech. Increase or decrease the numeric input to maintain the ideal rate of speech and control the output speaking rate.
                                
Valid values for the numeric input are in the range of 0.25 to 4.0 words per minute (wpm). The default value is 1.0 wpm.
                                
Volume Gain
                                
Indicates the increase or decrease in volume output. Increase or decrease the numeric input to maintain the ideal volume of output speech.
                                
Valid entries for the numeric input are in the range of –96.0 decibels to 16.0 decibels (dB). The default value is 0.0 dB.
                        
When you include the Play Message activity before the  HTTP
                                    Request activity in a call flow, the HTTP request
                            executes only after the audio is played fully.
        
Screen Pop

          
A Screen Pop is a window or a dialog box that appears in an agent’s Desktop when the agent answers a customer call. The agent gets more information about the caller to proceed further with a conversation. For more information, see the section about Agent Desktop in the  Cisco Webex Contact Center Agent Desktop User Guide.
          
The Screen Pop activity becomes relevant only after an agent involves in an interaction. It typically uses the AgentAnswered event and the PhoneContactEnded event.
          
When you use this activity in the Main Flow, you expose a set of events in the Event Flows tab. For more information on these events, see  Events.
          
You can build a single event handling flow for each event. For example, when an agent accepts an inbound call, a Screen Pop displays. The Screen Pop activity contains information that is based on the flow variables. The Screen Pop integrates Webex Contact Center with other business applications such as CRM (Salesforce), ticketing tools, and order entry system. 
          
 Complete this configuration in the Event Flows tab in Flow Designer. To define different Screen Pop behaviors that are based on Main Flow criteria, use a Condition or Case activity. You can define one Screen Pop for each flow.
      
You can configure an error-handling path (Undefined Error) to handle system errors that may
        occur during flow execution. For more information, see  Event Flows.
      
Screen Pop for new digital channels must be configured in the Connect Flow Builder. For more information, see  https://help.imiconnect.io/docs/wxcc-overview.
          
The following sections enable you to configure the Screen Pop activity:
        
 General Settings
        
 URL Settings
        
 Display Settings
      
General Settings
                
Parameter
                
Description
                
Activity Label
                
Enter a name for the activity.
                
Activity Description
                
(Optional) Enter a description for the activity.
      
URL Settings
      
Use the URL settings option to define a URL for Screen Pop configurations. To type a variable, use the syntax {{variables}}. 
      
For example, {{NewPhoneContact.ANI}}.
      
Table 9. URL Settings

                
Parameter
                
Description
                
Screen Pop URL
                
Enter the URL of the intended website, such as  http://www.salesforce.com. After the agent answers a call, the configured URL populates the Screen Pop in the Desktop.




    

                
Query Parameters
                
Enter the various variables in the payload.
                
To add a new query parameter, click Add New. Enter the attribute–value details in the KEY and VALUE fields respectively.
                
Screen Pop Desktop Label
                
Enter a short and intuitive custom display text that replaces the Screen Pop URL on the Agent Desktop. 
                
After the agent answers or ends a call, this label appears as a hyperlink in the Screen Pop notification on the Agent Desktop.
                
For example, if the Screen Pop URL is  http://www.salesforce.com and the Screen Pop Desktop Label is Salesforce, the system displays the hyperlink as  
                    Salesforce
                   in the Screen Pop notification.
                
This label also appears in the Screen Pop tab. If the screen pop label is missing, the system displays the default label Screen Pop.
      
Display Settings
      
Table 10. Display Settings

                
Parameter
                
Description
                
New browser tab
                
The Screen Pop displays in a new browser tab every time without affecting the existing Screen Pop. 
                
Existing Screen Pop tab
                
The Screen Pop displays inside the existing browser tab replacing the previous Screen Pop.
                
Inside Desktop 
                
The Screen Pop displays as a tab in the Auxiliary Information pane in the Desktop. 
                
If the Screen Pop display option is Inside Desktop, the Screen Pop displays in the Auxiliary Information pane for the duration of the call. The Screen Pop is retained even when you select a task from another channel type in the Task List pane.
      
If the Screen Pop display option is Inside Desktop or Existing browser tab, data being entered in the Screen Pop for a call is lost if the agent accepts a new call. To prevent the loss of data, configure the display option as New browser tab.
      
For example, consider that the Screen Pop display option is Inside Desktop. If the agent accepts a new inbound call while entering data in the Screen Pop for a previous call, the data being entered for the previous call is lost when the Screen Pop for the new call pops up.
        
Collect Digits

          
The Collect Digits activity prompts the caller to enter a Dual-Tone Multi-Frequency (DTMF) input such as an account number. Similar to the Play Message and Menu activities, the Collect Digits activity can use audio files, text-to-speech messages, or a combination of both.
          
This activity accepts DTMF input digits from 0 through 9. The caller can enter # or * as a termination symbol to indicate the end of DTMF input. 
                    
The caller cannot use the termination symbols for any other scenarios as part of Collect Digit activity such as confirming the amount or customer ID.
                    
By default, Next Generation media platform supports only RFC2833 type DTMF for both inbound and outbound calls.
                    
Next Generation media platform supports in-band DTMF.
                    
This feature is available only if the corresponding feature flag is enabled.
                    
You can also hear in-band DTMF tones during recording and in conference with other parties.
          
You can configure these error-handling paths to handle flow execution errors:
          
Table 11. Activity execution errors

                            
Description
                            
Entry Timeout
                            
Indicates the error output path that the flow takes after the entry timeout duration has elapsed. Configuring this path ensures that the caller doesn’t go idle for too long. Modify the entry timeout duration in the Advanced Settings section of the Properties pane. Consider playing a message to clarify what is expected from the caller, and then loop back to the start of the activity.
                            
Indicates the error output path that the flow takes if the caller enters a DTMF input that is not configured in the Custom Menu Links section. Configuring this path ensures that the caller is allowed to restart the activity and try again. Consider playing a message to clarify what is expected from the caller, and then loop back to the start of the activity.
            
Prompt settings without text-to-speech enabled
            
By default, text-to-speech is not enabled. To configure the prompt without text-to-speech, add at least one prerecorded audio file. Choose the audio file from the drop-down list. You can configure up to a total of five audio prompts (audio files and audio prompt variables combined). The full prompt is played to the caller in the configured order, alternating between the audio files and audio prompt variables. 
                
If any of the ordered list inputs is empty, the system displays a Flow Error. Resolve these errors before publishing the flow.
            
Table 12. Prompt settings without text-to-speech enabled

                                
Parameter
                                
Description
                                
Add Audio File(s)
                                
To add more audio files, click Add New. The files are played to the caller in the sequence that they are configured.
                                
To remove an audio file from the sequence, click the Delete icon that appears beside each drop-down list. The Delete icon doesn’t appear when only one drop-down list is available because you need at least one audio file for the prompt.
                                    
To manage audio files, see  Upload an Audio Resource File.
                                
Add Audio Variable
                                
Use this option to configure the audio prompt to be played dynamically to the customers. For example, you can configure this variable to play the audio prompt in multiple languages based on the customer's preference during the interaction.
                                
To configure the audio variable, click Add Audio Variable. Enter the variable value in the form of a pebble expression. 
                                
For more information, see  Pebble Template Syntax. 
                                    
The variable value must match the name of the .wav file that is uploaded to the Management Portal.
                                
Make Prompt Interruptible
                                
The Make Prompt Interruptible check box allows you to indicate if the configured prompt can be interrupted by the caller's input or event. By default, prompts can't be interrupted. If the prompt is important for the caller to hear, don’t allow it to be interruptible.
                                    
For the organizations that are provisioned with the new Next Generation platform, the system configures the prompt interruptible by default, irrespective of whether the Make Prompts Interruptible check box is checked or unchecked by the flow developers. 
            
Prompt settings with text-to-speech enabled
            
By default, text-to-speech isn’t enabled. To use text-to-speech in your prompts, enable the Text-to-Speech toggle button. You can configure up to a total of five audio prompts (text-to-speech messages, audio files, and audio prompt variables combined). The full prompt is played to the caller in the configured order, alternating between the text-to-speech messages, audio files, and audio prompt variables configured.
            
Table 13. Prompt configuration with text-to-speech enabled

                                
Parameter
                                
Description
                                
Connector
                                
The Language and Voice options change based on the selected connector. The selection dictates the language, gender, and tone that the system uses to read text-to-speech messages to the caller.
                                
If you’re using Google TTS, you can preview the various options on the  Google Text to Speech page.
                                
Override Default Language & Voice Settings
                                
Use this toggle to override the voice settings configured in the Global Voicename variable. This parameter is enabled by default.
                                
Output Voice
                                
Indicates the output voice name. This field appears only if you enable the Override Default Language & Voice Settings toggle button. Select the output voice name from the drop-down list.
                                    
If the output voice name that is supported by Google isn’t available in the Output Voice  drop-down list, disable the Override Default Language & Voice Settings toggle button. Include the  Set Variable activity before the Collect Digits activity in the flow. 
                                    
Configure the Set Variable activity as follows:
                                            
Set the variable to Global_VoiceName.
                                            
Set the variable value to the required output voice name code (for example, en-US-Standard-D). For more information on the supported voices and languages, see the Google  Supported voices and languages page.
                                
Add Text to Speech Message
                                
When you build your prompt, you can use text-to-speech or a mix of prerecorded audio files and text-to-speech messages. Click Add Text-to-Speech Message to add a new text input field to the Prompt section. Here, you can type the message that is read to the caller with the selected language and voice. The field accepts two types of input: raw text (plaintext) or SSML-formatted data. You can use variables also as part of the message to read the dynamic content. 
                                
To specify a variable, use this syntax: {{variable}}. For example, {{NewPhoneContact.ANI}}.
                                
Add Audio File
                                
To alternate text-to-speech messages with prerecorded audio files, click Add Audio File. This adds a new row to the configuration where you can select an audio file from a drop-down list. 
                                
 To remove an item from the sequence, click the Delete icon next to that item. The Delete icon isn’t visible when only one field is configured, because at least one message or audio file is required.
                                
Add Audio Variable
                                
Use this option to configure the audio prompt to be played dynamically to the customers. For example, you can configure this variable to play the audio prompt in multiple languages based on the customer's preference during the interaction.
                                
To configure the audio variable, click Add Audio Variable. Enter the variable value in the form of a pebble expression. 
                                
For more information, see  Pebble Template Syntax. 
                                    
The variable value must match the name of the .wav file that is uploaded to the Management Portal.
                                
Make Prompt Interruptible
                                
The Make Prompt Interruptible check box allows you to indicate if the configured prompt can be interrupted by the caller's input or event. By default, prompts can't be interrupted. If the prompt is important for the caller to hear, don’t allow it to be interruptible.
                                    
For the organizations that are provisioned with the new Next Generation platform, the system configures the prompt interruptible by default, irrespective of whether the Make Prompts Interruptible check box is checked or unchecked by the flow developers. 
            
Text-to-speech settings
            
The text-to-speech settings include the following settings that are used to validate the expected DTMF input from the caller.
            
Table 14. Text-to-speech settings

                                
Parameter
                                
Description
                                
Speaking Rate
                                
Indicates the rate of speech. Increase or decrease the numeric input to maintain the ideal rate of speech and control the output speaking rate.
                                
Valid values for the numeric input are in the range of 0.25 to 4.0 words per minute (wpm). The default value is 1.0 wpm.
                                
Volume Gain
                                
Indicates the increase or decrease in volume output. Increase or decrease the numeric input to maintain the ideal volume of output speech.
                                
Valid entries for the numeric input are in the range of –96.0 decibels to 16.0 decibels (dB). The default value is 0.0 dB.




    

            
Advanced Settings
            
The Collect Digits activity includes the following advanced settings that are used to validate the expected DTMF input from the caller.
            
Table 15. Advanced Settings 

                                
Parameter
                                
Description
                                
No-Input Timeout
                                
Indicates the maximum duration that the Collect Digits activity waits for input, before proceeding to the Entry Timeout path. The default value is 3 seconds.
                                
Inter-Digit Timeout
                                
Indicates the maximum duration for which the Collect Digits activity waits between digits, before continuing in the flow. This occurs only after at least one digit is entered. The caller can enter the terminator symbol to indicate that the entry is completed, so that the call proceeds without waiting for the Inter-Digit Timeout.
                                    
Inter-Digit Timeout isn’t applicable for customers using the Voice Services Platform. By default, this parameter isn’t disabled for customers using the Voice Services Platform.
                                
Minimum Digits
                                
Indicates the minimum number of digits that the caller must enter. The default value is 1. If the caller enters the input that is less than this value, the flow follows the Unmatched Entry path that is configured in the Error Handling section.
                                
Maximum Digits
                                
Indicates the maximum number of digits that the caller can enter. The default value is 10. If the caller enters the input that is more than this value, the flow follows the Unmatched Entry path that is configured in the Error Handling section.
                                
Terminator Symbol
                                
Indicates the character that the caller can enter to specify the end of input. The Terminator Symbol can be either # or * depending on the configuration.
                                
By default, the Terminator Symbol is #.
            
Output Variables
            
The Collect Digits activity includes the {{CollectDigits.DigitsEntered}} output variable. When the flow is executed, this variable stores the DTMF input that the caller entered during their interaction with the activity. Use this variable in later activities to control the flow sequence. The variable name dynamically changes based on the label that is associated with the Collect Digits activity. The system must capture multiple variable values if the flow uses more than one Collect Digits activity in the flow. For more information, see  Event Output Variables.
          
The Menu activity allows you to build an Interactive Voice Response (IVR) experience in your flow. The activity plays a prompt that allows the caller to enter a DTMF digit. Based on the digit that the caller enters, the flow can take a different path.
          
 A Menu can have 1–10 branches that are represented by digits 0–9.
          
You can use the Menu activity with or without text-to-speech enabled. The configuration options change accordingly.
          
You can configure these error-handling paths to handle flow execution errors:
          
Table 16. Activity execution errors

                            
Description
                            
Entry Timeout
                            
Indicates the error output path that the flow takes after the entry timeout duration has elapsed. Configuring this path ensures that the caller doesn’t go idle for too long. Modify the entry timeout duration in the Advanced Settings section of the Properties pane. Consider playing a message to clarify what is expected from the caller, and then loop back to the start of the activity.
                            
Indicates the error output path that the flow takes if the caller enters a DTMF input that is not configured in the Custom Menu Links section. Configuring this path ensures that the caller is allowed to restart the activity and try again. Consider playing a message to clarify what is expected from the caller, and then loop back to the start of the activity.
          
The following sections enable you to configure the Menu activity:
                
 General Settings
                
 Prompt
                
 Custom Menu Links
                
 Text-to-Speech settings
                
 Output Variable
            
General Settings
                                
Parameter
                                
Description
                                
Activity Label
                                
Enter a name for the activity.
                                
Activity Description
                                
(Optional) Enter a description for the activity.
            
Prompt
            
Prompt settings without text-to-speech
            
By default, text-to-speech is not enabled. To use text-to-speech in your prompt, enable the Text-to-Speech toggle button. Choose the audio file from the drop-down list. You can configure up to a total of five audio prompts (audio files and audio prompt variables combined). The activity plays the full prompt to the caller in the configured order, alternating between the audio files, and audio prompt variables configured.
                
If any of the ordered list inputs is empty, the system throws a Flow Error. Resolve these errors before publishing the flow.
            
Table 17. Prompt settings without text-to-speech enabled

                                
Parameter
                                
Description
                                
Add Audio Files
                                
To configure the prompt without text-to-speech, add at least one pre‐recorded audio file. Choose the file from the drop‐down field labeled 1. To add more audio files, click Add New.
                                
To remove an audio file from the sequence, click the Delete icon that appears beside the drop‐down list. Because at least one audio file is required, the Delete icon is not visible if only one drop‐down field is visible.
                                    
Manage Audio Files from the Webex Contact Center Routing Strategies module. Navigate to the Resources tab and choose Audio Files. The audio files appear in a drop-down list. For more information, see  Upload an Audio Resource File.
                                
Add Audio Variable
                                
Use this option to configure the audio prompt to be played dynamically to the customers. For example, you can configure this variable to play the audio prompt in multiple languages based on the customer's preference during the interaction.
                                
To configure the audio variable, click Add Audio Variable. Enter the variable value in the form of a pebble expression.
                                
For more information, see  Pebble Template Syntax.
                                    
The variable value must match the name of the .wav file that is uploaded to the Management Portal.
                                
Make Prompt Interruptible
                                
This option allows you to indicate if the configured prompt can be interrupted by the caller's input or event. By default, Make Prompt Interruptible is not checked for the Menu activity. If you want the caller to be able to interrupt the menu when they enter their DTMF input, consider making the message interruptible.
                                    
For organizations that are provisioned with the new Next Generation platform, the system configures the prompt interruptible by default, regardless of whether the flow developers have checked or unchecked the Make Prompt Interruptible check box.
            
Prompt settings with text-to-speech
            
To use text-to-speech in your prompt, enable the Text-to-Speech toggle button. You can configure up to a total of five audio prompts (Text-to-Speech messages, audio files, and audio prompt variables combined). The activity plays the full prompt to the caller in the configured order, alternating between the Text-to-Speech messages, audio files, and audio prompt variables.
            
Table 18. Prompt Settings with Text-to-Speech Enabled

                                
Parameter 
                                
Description 
                                
Connector 
                                
Choose a connector to authenticate the text-to-speech service. The drop‐down list displays the names of the Google connectors that are configured in the Control Hub.
                                
Override Default Language & Voice Settings
                                
Use this toggle button to override the voice settings configured in the Global Voicename variable. This parameter is enabled by default.
                                
Output Voice
                                
Select the output voice name from the drop-down list.
                                    
If the output voice name that Google supports is not available in the Output Voice drop-down list, disable the Override Default Language & Voice Settings toggle button. Include the  Set Variable activity before the Menu activity in the flow.
                                    
Configure the Set Variable activity as follows:
                                            
Set the variable to Global_VoiceName.
                                            
Set the variable value to the required output voice name code (for example, en-US-Standard-D). For more information on the supported voices and languages, see the Google  Supported voices and languages page.
                                
Add Audio File(s)
                                
To alternate text-to-speech messages with prerecorded audio files, click Add Audio File. This adds a new row to the configuration where you can choose an audio file from a drop‐down list.
                                
To remove an item from the sequence, click the Delete icon near that item. Because at least one message or audio file is required, the Delete icon is not visible when only one field is configured.
                                
Add Text to Speech Message
                                
When you build your prompt, you can exclusively use text-to-speech or you can use a mix of prerecorded audio files and text-to-speech messages. Click Add Text-to-Speech Message  to add a new text input field to the prompt creation section.
                                
You can type the message that should be read to the caller using the selected Language and Voice. The field accepts two types of input: raw text (plain text) or Speech Synthesis Markup Language (SSML)‐formatted data. You can also use variables as part of the message to read the dynamic content. If typing a variable, use this syntax: {{variable}}. For instance, {{NewPhoneContact.ANI}} uses valid variable syntax.
                                
Add Audio Variable
                                
Use this option to configure the audio prompt to be played dynamically to the customers. For example, you can configure this variable to play the audio prompt in multiple languages based on the customer's preference during the interaction.
                                
To configure the audio variable, click Add Audio Variable. Enter the variable value in the form of a pebble expression.
                                
For more information, see  Pebble Template Syntax.
                                    
The variable value must match the name of the .wav file that is uploaded to the Management Portal.
                                
Make Prompt Interruptible
                                
This option allows you to indicate if the configured prompt can be interrupted by the caller's input or event. By default, Make Prompt Interruptible is not checked for the Menu activity. If you want the caller to be able to interrupt the menu when they enter their DTMF input, consider making the message interruptible.
                                    
For organizations that are provisioned with the new Next Generation platform, the system configures the prompt interruptible by default, regardless of whether the flow developers have checked or unchecked the Make Prompt Interruptible check box.
            
Custom Menu Links
            
The Custom Menu Links option allows you to configure one or more menu links based on the organizational requirements.
            
This capability helps one or more users to select different branches in the flow based on the selected digit.
                
You can configure up to ten Custom Menu Links.
            
Table 19. General settings

                                
Parameter
                                
Description
                                
DIGIT 
                                
Choose a number from the drop‐down list. DIGIT corresponds to the DTMF input that the caller enters to indicate which path of the flow to follow. Digits 0‐9 are available for selection, and you can select each option only once.
                                
LINK DESCRIPTION
                                
Add a description to indicate what path of the flow the digit corresponds to.
                                
For example, if pressing 1 leads the caller to a queue that can help with a sales question, type Sales in the link description. LINK DESCRIPTION has no impact on the call itself, but can help with tracking how the Menu is constructed.
                                
Add New
                                
Click Add New to add more menu links. You can add a digit and link description for each row. You can add up to ten links.
                
You can configure menu links in both the Properties pane and in the activity itself. This allows for different configuration options that are based on the preference of the user. The system updates the content in real‐time in both locations when an edit is made. 
            
Text-to-Speech settings
            
The text-to-speech settings include the following settings that are used to validate the expected DTMF input from the caller.
                                
Parameter
                                
Description
                                
Speaking Rate
                                
Indicates the rate of speech. Increase or decrease the numeric input to maintain the ideal rate of speech and control the output speaking rate.
                                
Valid values for the numeric input are in the range of 0.25 to 4.0 words per minute (wpm). The default value is 1.0 wpm.
                                
Volume Gain
                                
Indicates the increase or decrease in volume output. Increase or decrease the numeric input to maintain the ideal volume of output speech.
                                
Valid entries for the numeric input are in the range of –96.0 decibels to 16.0 decibels (dB). The default value is 0.0 dB.
                                
Entry Timeout
                                
Specifies the maximum time that the activity waits for input before proceeding down the Entry Timeout path. The default value is 3 seconds.
            
Output Variable
            
The Menu activity employs the {{Menu.OptionEntered}} output variable. When the system executes the flow, this variable stores the DTMF input that the caller entered during their interaction with the Menu.
            
You can use the {{Menu.OptionEntered}} output variable in later activities to control the flow sequence. The variable name dynamically changes based on the label that is associated with the Menu activity. The system can capture multiple variable values when the flow uses more than one Menu activity. For more information about this variable type, see  Activity Output Variables.
        
Blind Transfer

          
Transferring a voice call to either an external or third-party Dial Number (DN) through Interactive Voice Response (IVR) without agent intervention triggers the Blind Transfer activity.
          
The Blind Transfer activity applies when a call should be transferred to an external or third-party DN based on a flow criteria set. The transfer can also be initiated to an external bridge. The configured criteria set triggers the activity.
          
In case of blind transfer, the previous skill limitations will be retained when a call is transferred to a skill based queue. This is because skill limitations are calculated when a flow is executed. However, since the flow is not executed in case of blind transfer, the previous skill limitations are retained.
            
You can configure an error-handling path (Undefined Error) to handle system errors
                that may occur during flow execution. For more information, see  Event Flows.
          
The following sections enable you to configure the Blind Transfer activity.
                
 General Settings
                
 Transfer Dial Number
            
When you design a flow, a Consult interaction can't include a Blind Transfer activity.
You can't add a Blind Transfer activity within the event flows in Flow Control.
            
General Settings
                                
Parameter
                                
Description
                                
Activity Label
                                
Enter a name for the activity.
                                
Activity Description
                                
(Optional) Enter a description for the activity.
            
Transfer Dial Number
            
The Transfer Dial Number section indicates the DN that a call is transferred to. You can enter the number manually or select a dynamic number through a variable. 
            
The background noise removal feature is enabled by default for your organization.
                In situations where the agent wants to hear background noise from the customer,
                contact Customer Support to disable the feature flag.
Table 20. Transfer Dial Number Settings

                                
Parameter
                                
Description
                                
Transfer Dial Number
                                
Enter the DN to which a call should be transferred. This can be a specific number that is manually entered, or a dynamic number that is indicated through a flow variable. 
                                
Specific Dial Number
                                
Enter the number to which the call must be transferred.
                                
Variable Dial Number
                                
Choose the flow variable from the drop-down list. The variable stores the number to which the call should be transferred. 
        
Bridged Transfer

          
The Bridged Transfer activity allows a call to be temporarily transferred with a flow to an external destination while retaining control of the call. The external destination can be an external bridge or an Interactive Voice Response service (IVR).
          
When the third-party ends the call, the call flow continues for further re-engagement as required, like queuing it to an agent.
          
The following sections guide you on how to configure the Bridged Transfer activity.
        
 General Settings
        
 Transfer Dial Number
               Transfer Timeout Settings
               Output Variables
      
General Settings
                
Parameter
                
Description
                
Activity Label
                
Enter a name for the activity.
                
Activity Description
                
(Optional) Enter a description for the activity.
      
Transfer Dial Number
      
The Transfer Dial Number section indicates the DN to which a call is transferred. Enter the number manually or select a dynamic number through a variable. 
      
Table 21. Transfer Dial Number Settings

                
Parameter
                
Description
                
Transfer Dial Number
                
Enter the DN to which a call should be transferred. This can be a specific number that is manually entered, or a dynamic number that is indicated through a flow variable. 
                
Specific Dial Number
                
Enter the number to which the call must be transferred.
                
Variable Dial Number
                
Choose the flow variable from the drop-down list. The variable stores the number to which the call should be transferred. 
      
Transfer Timeout Settings
      
The Transfer Timeout Settings section allows you to configure the behavior of a Bridged Transfer activity when the transferred call is not answered within a specified time.
      
Table 22. Transfer Timeout Settings

                
Parameter
                
Description
                
Timeout
                
This is how long the system waits for the transferred party to pick up the call. If the recipient does not pick up within this time, the system terminates the call. 
                
The duration should be in the range of 1 to 120 seconds. The default value is 10 seconds.
      
Output Variables
      
This is where you capture information on the outcome of the transfer.
      
Table 23. Output Variables

                
Parameter
                
Description
              
BridgedTransfer_dxm.FailureCode

                
This parameter records error or status codes corresponding to failed attempts at performing a Bridged transfer using the Digital Extension Module (DXM).
              
BridgedTransfer_dxm.FailureDescription
This parameter stores the description of the failure encountered during an attempted Bridged transfer using the (DXM).
      
The following table summarizes the Bridged transfer activity output failure codes.
                
Failure Code
                
Failure Description
              
Explanation
1

                
Invalid_Number
              
The dialed external directory number (DN) is invalid.
2
Busy
The external DN is either engaged or has rejected the incoming call.
3
No answer
The external DN failed to answer the call within the preset timeout duration.
48
Unsupported flow activity
The flow can't execute the Bridged Transfer activity post-queueing or once an once an agent has been assigned to the call.
5
Unsupported_DN
You cannot use the external DN, if it is designated as an EP-DN within the system portal, or if it matches the logged in agent's DN on the Agent Desktop.
6
System_Error
This code represents miscellaneous errors that do not fall into the above defined categories.
          

 
Bridged Transfer is available on Next Generation platforms (VPOP and Webex Calling) only.




    

      
Unsupported Flow Configurations
        
You can't add the Bridged Transfer activity to the Queue Contact activity.
For contacts that are parked, queued, or assigned to an agent, do not introduce a Bridged Transfer activity later in the flow. This may lead to an unsupported flow error.
You can't use the Bridged Transfer activity in outbound call flows.
You can't add a Bridged Transfer activity within the event flows in Flow Control.
        
Virtual Agent

          
The Virtual Agent activity provides a real-time conversational experience for your contact center customers. You can add a Virtual Agent to the call flow to handle customer queries in the conversational format. The Virtual Agent is powered by Google’s Dialogflow capabilities. When a customer speaks, the Dialogflow matches the customer conversation to the best intent in the Virtual Agent. Further, it assists the customer as part of the Interactive Voice Response (IVR) experience. 
Before you use a Virtual Agent:

                    
Set up a Dialogflow agent. For more information on building a Dialogflow agent in the Google Cloud, see  Build an agent.
                        
Include Hello as a training phrase in the preferred language for the Dialogflow agent to start a conversation with the caller. You can add this training phrase in the default welcome intent or in any other intent of the Dialogflow agent. For more information, see  Intents. 
                    
Depending on the way you set up the Dialogflow agent, you can use the Virtual Agent activity to handle different kinds of use cases.
                    
Configure a Virtual Agent in Control Hub. For more information, see  Configure a Virtual Agent for Webex Contact Center.
                
You can configure an error-handling path (Undefined Error) to handle system
                    errors that may occur during flow execution. For more information, see  Event Flows.
          
The following sections enable you to configure the Virtual Agent activity:
                
 General Settings
                
 Conversational Experience
                
 Variable Passing
                
 Advanced Settings
                
 Output Variables
            
General Settings
                                
Parameter 
                                
Description 
                                
Activity Label 
                                
Enter a name for the activity. 
                                
Activity Description
                                
 (Optional) Enter a description for the activity.
            
Conversational Experience 
                                
Parameter
                                
Description
                            




    
Virtual Agent
Choose a Virtual Agent in Control Hub. 
The Virtual Agent powers the natural language conversation as part of the IVR experience with the caller.

                                
Make Prompts Interruptible
                                
Enables the customers to interrupt the Virtual Agent to make new requests or end the call. 
                                
Override Default Language & Voice Settings
                                
Use this toggle button to override the language and voice settings that are configured in Global_Language and Global_VoiceName variables. This parameter is enabled by default. 
                                

 
For a flow to work, you need to set the global variables in the flow to configure the default input language and output voice for virtual agent. For more information about how to add global variables in the flow, see  Global Variables.
                                
Input Language
                                
Indicates the language that the customer uses while speaking to the Virtual Agent. This field appears only if you enable the Override Default Language & Voice Settings toggle button.
                                    
If the input language that Google supports is not available in the Input Language drop-down list, disable the Override Default Language & Voice Settings toggle button. Include the  Set Variable activity before the Virtual Agent activity in the flow. 
                                    
Configure the Set Variable activity as follows:
                                            
Set the variable to Global_language.
                                            
Set the variable value to the required language code (for example, fr-CA). For more information on the languages, see the Google  Language reference page.
                                
Virtual Agent voice deployments in Webex Contact Center support only languages with the recognition model as an enhanced phone call(see  Supported voices and languages that are available with Dialogflow Essentials (ES) (see  Language reference).
                                
Output Voice
                                
The default value is Automatic. When the value is Automatic, the Dialogflow chooses the voice name for a given language. Ensure that the voice name configured is as per the chosen language.
                                    
If the output voice name that Google supports is not available in the Output Voice drop-down list, disable the Override Default Language & Voice Settings toggle button. Include the  Set Variable activity before the Virtual Agent activity in the flow. 
                                    
Configure the Set Variable activity as follows:
                                            
Set the variable to Global_VoiceName.
                                            
Set the variable value to the required output voice name code (for example, en-US-Standard-D). For more information on the supported voices and languages, see the Google  Supported voices and languages page.
            
For more information on Text to Speech voices, see  Supported voices and languages.
            
Variable Passing
            
The optional parameters in the Virtual Agent activity can contain personally identifiable information (PII). Webex Contact Center sends these parameters to the Google Dialogflow as variables to implement advanced conversational logic with the bot.
            
Table 24. Optional Parameters

                                
Parameter
                                
Description
                                
Key-Value
                            
The Key-Value parameter allows you to enter a variable name and the associated value. You can enter variable values by using the double curly braces syntax.
For example, if you want to return the account balance of a customer based on the ANI, the key and value can be:
Key: ANI 
Value: {{NewPhoneContact.ANI}}
                                
 To add a variable parameter, click Add New. This adds a row where you can enter the respective key-value pair.
The contact center sends these parameter values to the Google Dialogflow as a JSON value in the request.query_param.payload object. The system parses and handles this JSON in the fulfillment application. The system reaches this application through the webhook that is configured in the Dialogflow. For more information, see  Fulfillment.
            
Advanced Settings 
            
Table 25. Advanced Settings
Parameter 
                                
Description 
                                
No-Input Timeout
                                
Indicates the amount of time that the Virtual Agent waits for customer input (voice or DTMF).
                                
The default value is 5 seconds. The value can range from 1 to 30
                                    seconds.
                                
Max No-Input Attempts
                            
Indicates the number of times the Virtual Agent waits for
                                    customer input (voice or DTMF).
 The default value is 3.
                                    The value can range from 0 to 9.
When the maximum number of
                                attempts elapse, the Virtual Agent exits, with the output variable
                                     ErrorCode set to the value
                                    max_no_input.

                                
Inter-digit Timeout
                                
The amount of time that the Virtual Agent waits for the next DTMF input from the customer before the Virtual Agent moves on in the conversation flow. 
                                
The default value is 3 seconds. The value can range from 0 to 30
                                    seconds. 
                                
Terminator Symbol
                                
The character that the customer can enter to indicate the end of input. The Terminator Symbol can be either # or * depending on the configuration. 
                                
Termination Delay 
                                
Enables the Virtual Agent to complete the last message before the activity stops and moves on to the next step in flow.
                                
 For example, if you want the Virtual Agent to indicate something
                                    to the caller before the system escalates the call to an agent,
                                    consider the time it takes to complete the final message before
                                    escalation. The value can range from 1 to 30 seconds. 
                                

 
If you configure the Termination
                                        Delay value as 0, the system does not play the last
                                    audio message to the caller.
                                
Speaking Rate
                                
Indicates the rate of speech. Increase or decrease the numeric input to maintain the ideal rate of speech and control the output speaking rate.
                                
Valid values for the numeric input are in the range of 0.25 to 4.0 words per minute (wpm). The default value is 1.0 wpm.
                                
Volume Gain
                                
Indicates the increase or decrease in volume output. Increase or decrease the numeric input to maintain the ideal volume of output speech.
                                
Valid entries for the numeric input are in the range of –96.0 decibels to 16.0 decibels (dB). The default value is 0.0 dB.
                                
Enable Conversation Transcript
                                
Enables the Desktop to display the transcript of the conversation between the Virtual Agent and the customer. The raw transcript is also available through a dynamic URL. You can use this URL to extract specific sections from the transcript using an HTTP request. 
            
Output Variables 
            
These variables store the output status of the event that occurs during the conversation between the Virtual Agent and the customer.
            
Table 26. Output Variables

                                
Output Variable
                                
Description
                                
VVA.LastIntent 
                                
Stores the last intent that is triggered by the Virtual Agent before moving to the Escalation or Handled intent. 
                                
VVA.TranscriptURL
                                
Stores the URL that points to the transcript of the conversation between the Virtual Agent and the customer. 
                                    
Use the  Parse activity to extract the parameters from the Virtual Agent transcript.
                                
VVA.ErrorCode
                                
Stores the status code whose value depends on the outcome of the conversation between the Virtual Agent and the customer. This variable holds one of the following values:
                                        
no_error: Indicates that the Handled and Escalated outputs had no errors.
                                        
max_no_input: Indicates that the customer didn't have any input errors within the specified Max No-Input Attempts.
                                        
term_char_without_input: Indicates that the customer pressed the termination key without any input (spoken or by key press). The terminator symbol can be either # or * depending on the configuration.
                                        
system_error: Indicates any other error in the system. For example, Dialogflow error, network issue, and so on.
                                    
To play a custom audio message to notify customers of an error, flow developers must include a Play Message activity (before disconnecting the call) in the flow. For more information on the Play Message activity, see  Play Message. 
            
Outcomes
            
Indicates the output paths for the Virtual Agent that occurs based on the outcome of the conversation between the Virtual Agent and the customer.
                    
Handled: The Dialogflow takes this path if the system triggers the Handled intent.
                    
Escalated: The Dialogflow takes this path if the system triggers the Escalation intent.
            
For more information on the intents in the Dialogflow, see  Intents.
            
Error Handling
            
Indicates the output path of the Virtual Agent that is based on the error that occurs during the conversation between the Virtual Agent and the customer.
            
Error: The flow takes this path in any error scenarios.
            
If there is an error, the contact center does not play any audio message to notify
                the customer of the error, by default. The flow developer can configure a Play
                Message activity either generically or based on the error code as described in the
                     Output Variables section. 
                
The functionality of the output paths depends on the configuration and the flow that is defined by the administrator.
        
Callback

          
The Callback activity is available only if the preferred queue and the Callback feature are enabled for the enterprise. By default, the Callback activity creates a Courtesy Callback task in the same queue that the call was originally placed. If preferred, you can configure a different queue. If you use the same queue, the task retains its position in the queue until the next agent is available.
          

 
When you design a flow, a Consult interaction can't include a Courtesy Callback activity.




    

          
If a new queue is preferred, place the task at the bottom of the preferred queue. As an agent accepts the task, the Callback is initiated. If the caller doesn’t answer, the Callback isn’t retried.
            
You can configure an error-handling path (Undefined Error) to handle system errors
                that may occur during flow execution. For more information, see  Event Flows.
          
The following sections enable you to configure the Callback activity:
               General settings
               Callback settings
               Output variables
               Error codes
          
Table 27. General Settings

                            
Parameter
                            
Description
                            
Activity Label
                            
Enter a name for the activity.
            Callback Settings
          
The Callback Settings section defines the Callback Dial Number and the queue in which the caller must be placed for the Callback request. The system reserves the caller's place in the queue until the next agent is available.
          
Table 28. Callback Settings

                            
Parameter
                            
Description
                            
Callback Dial Number
                            
Enter the dial number at which the caller is to receive the Callback. Choose the variable from the drop-down list that contains the Callback number, such as the ANI that is associated with the call. The variable can be a number that is collected in a Collect Digits activity in the call flow. If no selection is made, the caller's ANI is used. The Callback number is stored in the NewPhoneContact.ANI event output variable.
                            
By default, the toggle button for Register callback to different destination? is set to off. The callback is registered on the same queued destination. If the preferred agent is busy and isn't available, set the toggle button on to select a new callback destination. The destination changes from agent to queue. You can't change the destination directly to another agent, but only to a queue which contains agents.
                            
Choose one of the available Callback Queue options from the drop-down list:
                                    
Variable Queue: Allows the administrator to indicate a Callback Queue based on the conditions in the flow. The default is set to the queue in which the caller is placed, as captured in the contact parked. QueueName output variable is associated with the Queue Contact activity. If needed, choose a different variable from the drop‐down list. Ensure that the variable yields a valid queue selection.
                                    
When you configure a flow for callback to preferred agent, place the Queue to Agent activity before the Callback activity in the flow.
                                    
Static Queue: Choose a static queue in which all Callback requests are placed. Tasks are placed at the bottom of this queue. Manage queues from the Management Portal.
                            
Enables callback ANI configuration for customers when they receive a callback. Courtesy callback ANI configuration is not mandatory. Choose one of the available options:
                                    
Static ANI: Choose a callback number from the drop-down list. These dial numbers map to entry points that are configured in the Management Portal. If you don't choose a callback number, Webex Contact Center uses the number that is mapped to the entry point for which you have requested the callback.
                                    
Variable ANI (optional) : Choose a variable from the drop-down list. Ensure the variable provides a valid 10 digit number prefixed with country code. This code must be mapped to an entry point which initiates the callback. For using valid ANI formats, refer to the customized ANI validation table available in this section. If you don't choose a variable, Webex Contact Center considers the number that is mapped to the entry point for which you have requested the callback.
            
You must use a Disconnect Contact activity to terminate a flow branch that uses a Callback activity. Otherwise, the call doesn’t end when a Callback request is placed. 
          
Flow administrators should test the feature in a non-production environment to make sure that the ANI configured as part of Variable ANI is correct or not. If the ANI provided is incorrect, then the callback switches to the default system ANI. 
          
These are the scenarios where the customized ANI is configured and validated for Tenant Management and Flow Control. Based on the stack that you use, you can see validations that are applicable to that stack only.
          
Table 29. Customized ANI validation

                            
Description
                            
Tenant Management–ANI input
                            
PreDial/Courtesy callback–ANI input (Flow Control)
                            
Validation
                            
ANI without country code
                            
Without country code. For example, 2567312213
                            
Without country code. For example: 2567312213
                            
Valid ANI. Same ANI is used.
                            
Tenant Management ANI input is with country code and Flow Control ANI input is without country code configured.
                            
With country code. For example, +1-2567312213
                            
Without country code. For example, 2567312213
                            
Invalid ANI. DNIS is used
                            
Tenant Management ANI input is without country code and Flow Control ANI input is with country code configured
                            
Without country code. For example, 2567312213
                            
With country code. For example, +1-2567312213
                            
Invalid ANI. DNIS is used.
                            
Tenant Management ANI input does not have space in between and Flow Control ANI input has space in between.
                            
No space in between the number. For example, +1-2567312213
                            
Space in between the number. For example, +1-256 7312213
                            
Valid ANI. Same ANI is used.
                            
Tenant Management ANI input does not have hyphens in between and Flow Control ANI input has hyphens in between.
                            
No hyphens in between the number. For example, +1-2567312213
                            
Hyphens in between the number. For example, +1-256-731-2213
                            
Valid ANI. Same ANI is used.
            
Output Variables
            
When Callback triggers, the following variables update:
            
Table 30. Output Variables

                                
Output Variable
                                
Description
                                
FailureCode
                                
Stores the failure code. The system sets this value only when the activity fails.
                                
FailureDescription
                                
Stores the failure details. The system sets this value only when the activity fails.
            
Error Codes
            
The following are the error codes and descriptions for the Callback activity:
            
Table 31. Callback Failure Code Description

                                
Failure Code
                                
Failure Code Value
                                
Failure Description
                                
INVALID_REQUEST
                                
An invalid request was made in the activity.
                                
CALLBACK_NOT_SUPPORTED_ON_CHILD_INTERACTION
                                
Callback isn’t allowed on a child contact.
                                
INVALID_QUEUE
                                
An invalid queue was specified in the activity.
                                
INVALID_DESTINATION
                                
The destination number for the callback is invalid.
                                
FEATURE_NOT_ENABLED
                                
Feature isn’t enabled in the Webex Contact Center application.
                                
SYSTEM_ERROR
                                
The system encountered an internal error.
        
Get Queue Info

          
The Get Queue Info activity provides the caller's current Position in Queue (PIQ) and the Estimated Wait Time (EWT) along with other Activity output variables. You can use these variables to determine agent availability in a queue, and to route calls elsewhere when needed.
          

 
If your organisation uses skill-based call selection, the output variable EWT always has the value of -1.
          
The following sections of the Flow Designer enable you to configure the Get Queue Info activity:
                
 General Settings
                
 Queue Information and Lookback Time
                
 Output Variables
                
 Error Codes
            
General Settings
                                
Parameter 
                                
Description 
                                
Activity Label
                                
Enter a name for the activity.
                                
Activity Description 
                                
 (Optional) Enter a description for the activity.
            
Queue Information and Lookback Time
                                
Parameter
                                
Description
                                
Queue Information
                                
Choose the name of the queue for which you must retrieve a caller's estimated wait time and current position in the queue.
                                
You can manage the queues using the Management Portal.
                                
Lookback Time 
                                
Specify the Lookback Time used to calculate the EWT after Get Queue Info triggers.
                                
Specify the duration in minutes only. Ensure that your input has numeric values only.
                                
The accepted value range is 5–240 minutes.
            
The Get Queue Info activity has three types of output flow branches. These branches trigger based on the return status and values of EWT, PIQ, and the real-time statistics for other output variables.
                    
Success: This branch triggers when both the EWT and PIQ API return positive variable values. In this flow, you can retrieve and access valid EWT and PIQ variable values.
                    
Insufficient Information Flow: This branch triggers when the PIQ API returns a valid variable value, and EWT has the value of –1. In this flow, you can retrieve and access the PIQ value, but the EWT API fails because of insufficient data to calculate the EWT value.
                    
Failure: This branch triggers when PIQ API, EWT API, or one or more of the real-time statistics APIs fail or return invalid values. The EWT API fails because of reasons other than insufficient data to calculate the EWT value.
            
Output Variables
            
When Get Queue Info triggers, the following variables update:
                                
Output Variable
                                
Description
                                
Position In Queue (PIQ)
                                
Stores the value for the caller's current position in the queue for the selected queue. If the contact isn't queued when the flow invokes this activity, the PIQ value is set to the number of contacts that are currently waiting in the queue + 1. This identifies the position of the contact in the queue, if the contact is queued after executing the GetQueueInfo activity.




    

                                
EstimatedWaitTime (EWT)
                                
Stores the approximate amount of time a task has to wait in a queue before being answered by an agent. EWT is calculated for each Queue and is based on the average time that previous calls in the same queue waited for an agent. EWT uses the Lookback Time parameter entry and is reported in milliseconds (ms).
                                
LoggedOnAgentsCurrent
                                
Stores the number of agents in the current Call Distribution Group, for the selected queue, signed in to the desktop. If the activity is used before queueing, the stats for agents in current Call Distribution Group cycle will be returned based on the first Call Distribution Group cycle.
                                
LoggedOnAgentsAll
                                
Stores the total number of agents in all the Call Distribution Groups, for the selected queue, who are signed in to the desktop. This value may change as the Call Distribution Groups change over time in the queue.
                                
AvailableAgentsCurrent
                                
Stores the number of agents in the current Call Distribution Group, for the selected queue, who are available to accept the contact. If the activity is used before queueing, the stats for agents in current Call Distribution Group cycle will be returned based on the first Call Distribution Group cycle.
                                
AvailableAgentsAll
                                
Stores the total number of agents in all the Call Distribution Groups, for the selected queue, who are available to accept the call. This value may change as the Call Distribution Groups change over time in the queue.
                                
CallsQueuedNow
                                
Stores the total number of calls in the selected queue.
                                
OldestCallTime
                                
Stores the number of seconds that the oldest call has been in the selected queue.
                                
FailureCode
                                
Stores the failure code. The system sets this value only when the activity fails.
                                
FailureDescription
                                
Stores the failure details. The system sets this value only when the activity fails.
            
Estimated Wait Time Calculation
            
The Estimated Wait Time (EWT) is reported in ms.
            
To calculate EWT, the application collects all statistically valid samples (a sample is the average of wait times for tasks that successfully connected to an agent in a one-minute interval) for the last XX minutes specified by the user-defined Lookback Time. The average value of the samples collected is used as the EWT.
            
Statistically valid samples are those samples collected, for which the maximum value for CoV (Coefficient of Variance of the wait times for those tasks that got connected to an agent in each one minute interval) falls below 40 percent.
            
If the percentage of valid samples collected for the user-defined Lookback Time falls below 40 percent, the EWT isn’t computed.
            
Error Codes
            
The following are the error codes and descriptions for the Get Queue Info activity:
            
Table 32. Get Queue Info Failure Code Description

                                
Failure Code
                                
Failure Code Value
                                
Failure Description
                                
SYSTEM_ERROR
                                
The system encountered an internal error.
                                
STALE_DATA
                                
The data returned is not up-to-date.
                                
INSUFFICIENT_DATA
                                
The data returned by the activity is not complete.
                                
INVALID_QUEUE
                                
An invalid queue was specified in the activity.
        
Advanced Queue Information

          
The Advanced Queue Information activity returns the real-time count of agents who are in the Available state in a queue and are logged in for a specific set of skills, along with other queue information. Flow developers use the Advanced Queue Information activity to program the flow. Flow designers make decisions based on the Advanced Queue Information activity.
            
You can configure an error-handling path (Undefined Error) to handle system errors that may occur during flow execution. For more information, see  Events.
          
The following sections of the Flow Designer enable you to configure the Advanced Queue Information activity:
                
 General Settings
                
 Output Variables
                
 Error Codes
            
General Settings
                                
Parameter
                                
Description
                                
Activity Label
                                
Enter a name for the activity.
                                
Activity Description 
                                
 (Optional) Enter a description for the activity.
            
Output Variables 
            
When the Advanced Queue Information activity is triggered, the following variables are updated:
                                
Output Variable
                                
Description
                                
Position In Queue (PIQ)
                                
Stores the value for the caller's current position in the selected queue. If the contact isn't queued when the flow invokes this activity, the PIQ value is set to the number of contacts that are currently waiting in the queue + 1. This identifies the position of the contact in the queue if the contact is queued after executing the AdvancedQueueInformation activity.
                                
LoggedOnAgentsCurrent
                                
Stores the number of agents in the current Call Distribution Group for the selected queue logged in to the desktop. The stats for agents in current Call Distribution Group will return -1 after considering the current Call Distribution Group as N/A before queueing.
                                
LoggedOnAgentsAll
                                
Stores the total number of agents in all the Call Distribution Groups for the selected queue, who are logged in to the desktop. This value may change as the Call Distribution Groups change over time in the queue.
                                
AvailableAgentsCurrent
                                
Stores the number of agents in the current Call Distribution Group for the selected queue, who are available to accept the contact. The stats for agents in current Call Distribution Group will return -1 after considering the current Call Distribution Group as N/A before queueing.
                                
AvailableAgentsAll
                                
Stores the total number of agents in all the Call Distribution Groups for the selected queue, who are available to accept the call. This value may change as the Call Distribution Groups change over time in the queue.
                                
CurrentGroup
                                
Stores the value of the current call distribution group where the contact is parked in a particular queue.
                                
TotalGroups
                                
Stores the value of the total number of call distribution groups in the queue for the contact.
                                
FailureCode
                                
Stores the failure code. The system sets this value only when the activity fails.
                                
FailureDescription
                                
Stores the failure details. The system sets this value only when the activity fails.
            
Error Codes
            
The following are the error codes and descriptions for the Advanced Queue Information activity:
            
Table 33. Advance Queue Information Failure Code Description

                                
Failure Code
                                
Failure Code Value
                                
Failure Description
                                
INVALID_REQUEST
                                
An invalid request was made in the activity.
                                
QUEUE_NOT_FOUND
                                
The queue selected in the activity is not found.
                                
FEATURE_NOT_ENABLED
                                
Feature isn’t enabled in the Webex Contact Center application.
                                
DATABASE_OPERATION_FAILURE
                                
Database operation is failed during the activity execution.
                                
INVALID_QUEUE
                                
An invalid queue was specified in the activity.
        
Disconnect Contact 

          
Use this terminating activity to disconnect an active leg of a call. This activity is required if no agents join the call to manually disconnect. 
          
For instance, use this activity before a call is queued or after scripting an opt-out of the queue experience. You can use as many Disconnect Contact activities as desired when you construct your flow to ensure that the call is terminated no matter which flow path it takes.
          
You have the option of giving each activity a unique label and description, but no other configuration is required.
            
You can configure an error-handling path (Undefined Error) to handle system errors that may occur during flow execution. For more information, see  Event Flows.
          
Table 34. General Settings

                            
Parameter
                            
Description
                            
Activity Label 
                            
Enter a name for the activity. 
          
This activity has no Output Variables available.
        
Queue Contact

          
The Queue Contact activity places a contact in a queue. When you use this activity in the Main Flow, you expose a set of events in the Event Flows tab. For more information on these events, see  Events.
            
You can configure an error-handling path (Undefined Error) to handle system errors that may occur during flow execution. For more information, see  Events.
          
The following sections enable you to configure the Queue Contact activity:
                
 General Settings
                
 Contact Handling
                
 Skill Requirements
                
 Skill Relaxation
                
 Output Variables
                
 Error Codes
            
General Settings
                                
Parameter 
                                
Description 
                                
Activity Label 
                                
Enter a name for the activity. 
                                
Activity Description 
                                
 (Optional) Enter a description for the activity.
                
If you don't see the fields such as Static Queue, Variable Queue, Variable Priority, Variable Skill Value, Set Contact Priority, and Variable Agent Availability Check, contact Cisco Support to enable the corresponding feature flag.
            
Contact Handling
            
Use the Contact Handling section to choose if all contacts should go to a single queue, or if queue selection should change based on the value of a flow variable.
            
Table 35. Contact Handling
Parameter 
                            
Description 
                                
Static Queue
                                
Click the Static Queue radio button to route contacts to the single queue chosen in the Queue drop-down list. All contacts coming from the Entry Point associated with the configured workflow route to the chosen queue.
                                
Queue 
                                
Choose a queue from the Queue drop-down list to route the contacts coming from the Entry Point associated to the workflow.
                                    
You can manage queues in the Management Portal.
                                
Variable Queue 
                                
Click the Variable Queue radio button to use a Queue Variable to dynamically select a queue to route contacts. You can also choose a Fallback Queue in case the Queue Variable fails during the flow execution.
                                
Queue Variable
                                
Choose a flow variable from the Queue Variable drop-down list that yields a valid Queue ID.
                                
The flow variable indicates which queue should be dynamically selected during the flow execution. The Fallback queue is used only if the Queue Variable fails to return a valid Queue ID.
                                
This field appears when you click the Variable Queue radio button.
                                
Fallback Queue
                                
Choose the Queue ID from the Fallback Queue drop-down list. In case the Queue Variable returns an invalid Queue ID, the contacts are queued to the selected Fallback Queue.
                                
If you click the Variable Queue radio button, you can’t input the skill requirements for the queue that uses skill-based routing. In such case, the contacts are routed to the Longest Available Agent overriding the selected queue routing algorithm.
                                
This field appears only when you click the Variable Queue radio button.
                                
Check Agent Availability
                                
Enable the Check Agent Availability toggle button to exclude teams with no available agents from routing as time in the queue progresses. The Call Distribution Group of the selected queue may skip to find an agent sooner. 
                                
By default, this toggle button is disabled.
                                
Always Check Agent Availability
                                
Click the Always Check Agent Availability radio button to enable agent availability checking. By default, the radio button is enabled.
                                
This option appears only if you enable the Check Agent Availability toggle button.
                                
Variable Agent Availability Check
                                
Click the Variable Check Agent Availability radio button to select a flow variable from the Check Agent Availability Variable drop-down list that returns a Boolean. The Boolean determines whether to check the agent availability in the variable queue. 
                                
This option appears only if you enable the Check Agent Availability toggle button.
                                
Set Contact Priority
                                
Enable the Set Contact Priority toggle button if you want to assign a priority to queued contacts. By default, this toggle button is disabled. The highest priority contact across all queues (voice and digital) is assigned to the next available agent who is:
                                
logged in to a team that is in the current call distribution group of the contact
eligible to pick this contact based on the routing algorithm
                                
The contacts are handled as follows:
                                        
If no priority is assigned to the contact, then the default priority is 10.
                                        
Contacts with higher priority are handled first.
                                        
If two contacts have the same priority, then the contact waiting in the queue for the longest duration is handled first.
                                        
If the agent transfers the call to an entry point, the contact priority changes to the priority assigned to a Queue Contact activity in the new flow. For more information, see  Transfer a Call to an Entry Point.
                                
Static Priority
                                
Set the Static Priority if you want to assign a priority before publishing the flow. You can see this field only when the Set Contact Priority toggle button is enabled.
                                
Choose a priority from the Static Priority Level drop-down list. You can set a priority from P1 to P9, where P1 is the highest and P9 is the lowest.
                                
Variable Priority
                                
Choose Variable Priority if the contact priority should change dynamically with each flow execution. This field appears only when the Set Contact Priority toggle button is enabled. 
                                
Choose a flow variable which returns an Integer with priority from 1 through 9 from the Contact Priority Variable drop-down list. If the priority isn’t in the range 1–9, then the default priority is 10.
            
Skill Requirements
            
If the selected queue uses Skill-based Routing, another sections display to configure skill requirements and skill relaxation. 
            
You can add one or more skill requirements to assign to a contact in this queue based on the selected queue.
                
If you don’t specify any skills, all the available agents in the selected queue are eligible to receive contacts.
            
Table 36. Skill Settings

                                
Parameter
                                
Description
                                
Skill
                                
Choose the desired skill from the drop-down list. You configure the skill definitions in the Management Portal.
                                
Condition
                                
Choose the desired condition from the drop-down list. The condition options are based on the chosen skill type.
                                    
Skill types such as, Boolean and Enum don’t need a Condition. 
                                
The available conditions are: IS, IS NOT, >= , <=
                                
Value
                                
Click the Static Skill Value radio button to select the static skill values specified in the Skill Value field. 
                                
Click the Variable Skill Value radio button to select the skill value from a flow variable listed in the Variable drop-down list. 
                                
If the skill value is invalid, all skill requirements and relaxations that are associated with the contact that came through the QueueContactActivity are dropped.
            
Skill Relaxation
            
Use the Skill-relaxation settings to reduce or remove the assigned skill requirements to a flow in response to excessive customer wait times. This setting enables you to expand the pool of agents available to serve contacts.
                
Use common time intervals to align Skill Relaxation with queue logic in the flow and with Call Distribution settings configured for teams in the queue.
            
To configure skill relaxation:
                    
Enable the Enable Skill Relaxation toggle button to configure skill relaxation. 
                    
Enable this toggle button to copy and display the initial Skill Requirements by default. This allows you to configure the skill relaxation with an ideal set of skills.
                    
Set the After waiting in the queue for field to the duration in seconds that must exceed before the skill relaxation applies in the queue. The default wait time is 60 seconds.
                    
You can add, edit, or delete the skill relaxation requirements.
                            
Click Add Skill Requirement to add a new skill relaxation requirement.
                            
Click Delete to delete the skill relaxation requirement.
                            
Click Edit to edit the skill relaxation requirement.
                    
Click Add Skill Relaxation Step to add a new skill relaxation group.
                    
The default skill requirements that appear in step 1 make it easier to set the skill relaxation requirements. 
            
Output Variables
            
When Queue Contact triggers, the following variables update:
            
Table 37. Output Variables