CISCO Webex Contact Center User Guide

CISCO Webex Contact Center

Product Information

Specifications

• Product Name: Module Settings
• Confidentiality: Cisco Confidential

Product Usage Instructions

Module Access Settings

The Module Settings tab allows you to specify permissions to the  Management Portal modules. You can control access to the following  specific modules:

• Additional Supervisory Features
• Agent Desktop
• Call Monitoring
• Call Recording
• Sign Out Agents
• Multimedia
• Provisioning
• Recording Management

Additional Supervisory Features

This setting allows the administrator to manage additional supervisory features for the agents. To enable this setting, click the toggle button.

Agent Desktop

This setting allows the user to access the desktop. To enable this setting, click the toggle button.

Call Monitoring

This setting allows the user to silently monitor the quality of service delivered to customers across multisource contact centers. The user can silently monitor a selected queue, team, site, or agent if Call Monitoring is enabled for the user. To enable this setting, click the toggle button.

Call Recording

This setting allows the user to record any active Webex Contact  Center call. The user can select the call from a queue, team, site, or agent and specify the duration for recording. To enable thisV setting, click the toggle button.

Sign Out Agents

This setting provides an administrator or supervisor access to the Agent State Data – Realtime dashboard. The administrator or supervisor can select values in the Logout Agents drop-down list to  view agent status details of a team or site. Access rights to the  team or site are required. For more information, refer to the  Access Rights documentation.

Multimedia

This setting allows authorized users to choose a multimedia profile for the user, including voice, chat, email, and social media. If Multimedia is not enabled, the Multimedia Profile drop-down list will only display the default telephony profile. Users with the Flex 3.0 plan have access to additional features. Note that users with the Standard Agent user profile have access to Digital Channels only.

Provisioning

This setting provides the user access to the Provisioning module. The user can perform provisioning activities for the enterprise if Edit is selected in the Provisioning drop-down list.  Administrators can control access for provisioning activities for the enterprise.

Recording Management

This setting provides access to the Recording Management module, allowing the user to search for and play audio files recorded  through the Webex Contact Center Call Recording feature.  Permissions for the Recording Management module can be enabled or disabled.

Frequently Asked Questions (FAQ)

• Q: What is the purpose of Module Settings?
  A: Module Settings allow you to control access to specific modules in the Management Portal, such as Additional Supervisory Features, Agent Desktop, Call Monitoring, Call Recording, Sign Out  Agents, Multimedia, Provisioning, and Recording Management.

• Q: How can I enable or disable a specific module for a user?
  A: To enable or disable a specific module for a user, go to the  Module Settings tab, and click the toggle button next to the  desired module.

• Q: What are the permissions available in the Recording Management module?
  A: The Recording Management module allows the user to search for and play audio files recorded through the Webex Contact Center Call Recording feature. Permissions for this module can be enabled or disabled.

Module Settings

You can use user profiles to control access to Management Portal. The Module Settings tab allows you to specify permissions to the Management Portal modules. You can set module access when you create a new user profile, or edit or copy an existing user profile.

The Module Access has the following options:

• All: To provide the user access to all modules.
• Specific: To provide the user access to selected modules only. You can select the following values from the drop-down list of each module:
  • None: The user will not have access to view the module.
  • View: The user can view the module.
  • Edit: The user can edit the module and the additional settings for the module is displayed.

If you click All for Module Access, then the user profile can access all of the modules. Click Specific if you want to provide the user access to selected modules only.
You can specify access to the following specific modules.

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supervisory features for the agents.

To enable the following setting, click the toggle button:

•  Send Messages : Allows the supervisor to send a message to an agent from the Team Performance Details page.

•  Change Agent States : Allows the supervisor to change the agent state from the Team Performance Details page.

Agent Desktop| Allows the user to access the Desktop.
Setting| Description
---|---
Call Monitoring| Allows the user to silently monitor the quality of service that is delivered to customers across

multisource contact centers. The user can silently monitor a selected queue, team, site, or agent if you enable Call Monitoring for the user.

To enable the following settings, click the toggle button:

•  Whisper Coach : Allows the user who is monitoring the call to speak to the agent (who is handling the call), without the customer hearing the conversation.

•  Barge-In : Allows the user to join any call that the user is monitoring and participate in the conversation between the agent and the customer.

•  Mid-Call Monitor : Allows the user to monitor an ongoing call between an agent and a customer.

Using the JS SDK, developers can start, pause, resume, and end call monitoring. For more information, see the Javascript SDK and Modules section in the Cisco Webex Contact Center Desktop Developer Guide.

•  Restricted Monitor Only : Prevents the user from viewing and editing monitoring schedules that the user did not create.

•  View Blind Monitor Requests : Allows the user to view blind monitoring requests of other users.

Call Recording| Allows the user to record any active Webex Contact Center call. The user can select the call from a queue, team, site, or agent, and specify the duration for which to record the call.
Setting| Description
---|---
Sign Out Agents| Provides an administrator or supervisor access to the Agent State Data – Realtime dashboard.

You can select the following values in the Logout Agents drop-down list:

•  None: The user will not have access to view the Agent State Data – Realtime dashboard.

•  View: The user can view the Agent State Data

–  Realtime dashboard.

•  Edit: The user can view the Agent State Data

–  Realtime dashboard and sign out agents who are in the Available or Idle state across all media channels.

•  Edit: The user can view the Agent State Data

–  Realtime dashboard and sign out agents who are in the Available, Idle, or Not Responding state across all media channels.

Note To view the agent status details of a team or site, the administrator or supervisor must have access rights to the team or site. For more information, see Access Rights.

For more information about viewing the Agent State Data – Realtime dashboard and signing out agents, see About Dashboards.

Multimedia| Allows authorized users to choose a multimedia profile for the user, that includes all types of media such as voice, chat, email, and social. If Multimedia is not enabled, when you edit the user’s details via Provisioning > Users, the Multimedia Profile drop-down list displays only the default telephony profile.

Users who have subscribed to Flex 3.0 plan can access the following:

•  Digital Channels – Access to chat and email only

•  Social Channels – Access to social integrations

Note Users with Standard Agent user profile have access to Digital Channels only.

which allows the user to search for and play audio files recorded through the Webex Contact Center Call Recording feature. You can enable the following permissions to the Recording Management module:

•  Tags: Allows the user to access the Tags

tab to view, create, and edit tags that can be assigned to audio files. You can use these tags as search criteria.

•  Custom Attributes: Allows the user to access the Custom Attributes tab to create and modify custom attributes whose values can

be saved with the recordings and can be later searched for.

•  Security Keys: Allows the user to access the Security Keys tab to view and change the schedule for generating security key pairs.

This setting allows Supervisors to access Quality|
Management widget through Desktop.|
Reporting and Analytics| Provides access to the Reporting and Analytics module. The Reporting and Analytics module allows the user to segment, profile, and visualize the data in contact center systems. This module also helps to identify the key variables that impact productivity and desired business outcomes. Users can configure and modify the Analyzer schemas using this module.

You can provide the user access to Business Rules if you have enabled View or Edit permissions for the Reporting and Analytics module. Business Rules enable the user to incorporate customer data into the Webex Contact Center environment for custom routing and other generic implementation.

managing and configuring call handling strategies.

You can create and schedule global call routing and team capacity strategies and alter them in real-time in response to changes in business dynamics.

You can enable the following permissions to the Routing Strategy module:

•  Manage Call Flow Scripts: Allows you to upload and update call control scripts. A

control script defines how calls are handled.

•  Manage Flows: Allows you to create and manage flows. A flow defines how you handle the calls.

•  Manage Audio Files: Allows you to upload and update media resources such as audio- on-hold files for use in routing strategies. Resource files with .wav, .ulaw, .au, .php, and .xml extensions are supported along with other formats, depending on how the tenant’s system is configured.

module based on the option selected such as None , View , and Edit. You can provide the user access to Manage Call Flow Scripts and Manage Audio MediaMedia Files if you have enabled the View or Edit permission for the Routing Strategy module.

•  View: If you set Routing Strategy to View , the portal provides only the Open option in the flows table.

Note When this configuration is set to View , the Copy and Delete options are not provided in the Flows tab even when you set the Manage Call Flow Scripts toggle to On.

•  Edit: If you set Routing Strategy to Edit , you can configure the following settings:

•  Manage Call Flow Scripts: Using this toggle, you can either enable or disable access to the Flow Control module.

If you disable the Manage Call Flow Scripts permission in the portal for a user, then the portal blocks the Flow Control module to load by stating- “Flow access denied – You do not have permission to edit flows for your organization”.

If you enable the Manage Call Flow Scripts permission in the portal for a user, then the portal allows such user to work with the Flow Control module.

•  Manage Audio Media Media Files: Allows you to upload and update media resources such as audio-on-hold files for use in routing strategies. Resource

files with .wav, .ulaw, .au, .php, and .xml extensions are supported along with other formats, depending on how the tenant’s system is configured.

features to manage human resources. Supervisors can proactively analyze and manage resources for optimizing service levels.

Note The availability of workforce optimization features depends on your license.

References

• developer.webex-cx.com/documentation/guides/desktop/#javascript-sdk-and-modules

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