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Please submit the form below with your Attendee ID in 3 digits long format (e.g. if your attendee ID is 51, please enter 051) and click Save. All configuration items in the lab guide will be renamed with that prefix.



Lab Pre-Requisites

Welcome to the AI-Powered Agents Pre-requisites lab!

Part 1 focuses on the fundamentals of the Webex Contact Center Agent Desktop, including how to make a test call. Additionally, optional troubleshooting tips are provided to help resolve any WebRTC calling issues that may arise.

Part 2, we will examine the Webex Contact Center Flow Experience by creating a flow from scratch  

Table of Contents

Topic Type Dificulty Time
Part 1: Agent Experience Exploration EASY 5 mins
1.1: Agent Desktop Overview Exploration EASY
1.2: Make an Incoming Call Activity EASY
1.3: (Optional) Troubleshooting Tips for WebRTC Exploration EASY
Part 2: Flow Experience Exploration EASY 10mins
2.1: Building a Flow from Scratch Experience Exploration EASY

Part 1: Agent Experience

Lab Objectives

  • We will create Chrome profiles so that you can login the Administrators, Agents and Supervisors using the same Browser

  • The initial section of the lab is a walkthrough, the Desktop has been configured for you. This ensures you can experience a fully configured Agent desktop. The Password sent through the email is the same for Agent and Admin login

  • Explore the Agent Experience on the Webex Contact Center by logging into the Agent Desktop application and navigating its out-of-the-box capabilities.

  • Familiarize yourself with the complete Agent Desktop interface and its functions

Create Chrome Profiles

  • For the lab, create new Chrome profiles so that you can login the Administrator and Agent using the same Browser.

  • Select Profiles on Chrome

  • Select Add Profile
  • Select continue without an account
  • Give it a name .i.e Admin
  • Click done
  • Create 1 more profile for Agent




Quick Links

For this lab, you'll only require access to two web portals:

Links

Control Hub Administration: https://admin.webex.com

Contact Center Desktop: https://desktop.wxcc-us1.cisco.com

Lab Configuration

The following Administration entities have been configured for you via Webex Control Hub

Please note, that to proceed to the next section, you will need to use the accounts shown in the top 3 rows.

Entity Name
Agent wxcclabs+agent_IDattendeeID@gmail.com
Administrator wxcclabs+admin_IDattendeeID@gmail.com
EPDN:
PW:
Desktop Profile attendeeID_desktopProfile
Entry Point attendeeID_EP
Queue attendeeID_Q
Team attendeeID_team1
Inbound Flow WebexOne_Inboundflow
Multimedia Profile attendeeID_MMP

1.1: Desktop Login Process

Lab Objective

In this section, we will go through the agent desktop login process and explore agent states and idle codes. Please keep your agent ID and password handy. Please use Google Chrome as the browser to take advantage of the all new WebRTC Voice Option

  • To Login to the Agent Desktop, launch Google Chrome and navigate to the URL: https://desktop.wxcc-us1.cisco.com

  • Once you're in the login page, enter the agent credentials (username and password) that are sent to your email

  • This is the station Login Screen. Agents may input the number where they need to receive incoming and outdial calls.

  • Notice that the voice option defaults to "Desktop".

  • Check the Remember My Credentials box to save your credentials for future sign-ins.

  • Click Sign in to be connected to telephony and complete the login process.




Note

Agents cannot access the Agent Desktop from multiple browsers or multiple tabs of the same browser window. In that case, a warning message will be displayed.




Explore Agent State and Idle codes

The header section of the agent desktop contains the State change toggle where the agent can make themselves available.

This also has the section where you can view the Idle codes.

agent-desktop-State-Idle

Note: The Idle codes are customizable and configured under Webex Control Hub > Contact Center Settings > Idle / Wrap up Codes These Idle codes can indeed be customized per Desktop Profile, on a per user level. Desktop Profiles can also be segmented on a Tenant or Site, or even Team level - i.e one Profile per Team

1.2: Make an Incoming Call

Lab Objective

In this section, you will will interact as an agent and test an Incoming call. Please keep the Dial Number assigned to the you handy to place the incoming call.

README

Before place call to you are logged in and available on agent desktop

  • Log into Control Hub with your Administrator User - wxcclabs+admin_IDattendeeID@gmail.com using the Admin Chrome Profile created in the previous step




  • Verify that an entry point named attendeeID_EP exists in the system, where attendeeID is your attendeeID. Make sure to take a note of the support Number assigned to your entry point. This will the number you dial in to make test call.




Now place it's time to test the incoming call

  • Login the Agent Desktop with your Agent 1 user

  • Move to Available state

  • When the call arrives - you will be able to see an incoming popover when the Agent is offered the contact. It will have an Accept and Decline button since it is a Browser powered softphone.

Agent Popover

Click on the Answer Button to take the call

CH-Desktop-Call-In

1.3: (Optional Section) Troubleshooting Tips for WebRTC

README

This optional section provides different settings that you can review to ensure your WebRTC is set up correctly.

Verify Notification Settings

Click the agent avatar. Under user settings, click Notification Settings. These settings allow you to Enable/Disable the Notifications, Enable Silent Notifications, or Enable/Disable Sound Notifications. You can also adjust the volume of the Chime played for the incoming contact.

note

Note: These settings persist as long as the browser cache is retained for the user.

agent-desktop-Notification-Pane

View Desktop Mic & Speaker Options

Click the agent avatar. Under user settings, click Speaker and Microphone. This setting is enabled for all Agents signed in with the Desktop (WebRTC) telephony option. You can use this to test your speaker and microphone selections. This can be useful for troubleshooting audio-related issues.

agent-desktop-Mic-Speaker

Test Your Network

This is specifically for the Desktop Voice option. Agents can also test their local network connectivity for latency and bandwidth requirements on the Agent Desktop for diagnostics.

agent-desktop-Test-Network

Part 2. Flow Experience

Lab Objective

Exploring the flow: The objective of this lab is to familiarize you with the Flow Builder in Webex Contact Center. We will explore the flow that ensured that the call reached the agent in the previous step.

Lab Configuration

Entity Name
Administrator wxcclabs+admin_IDattendeeID@gmail.com

Admin Login Process

  • Sign into Admin Portal using Admin Credentials sent though email

flow-debug

Navigating to the Flow

  • Click on Contact Center
  • Click on Flows
  • Search for flow in WebexOne_Inboundflow in the search bar
  • Open the flow in Read-Only mode

Exploring the flow

Explore the flow and use the Debug function in the flow to step through the nodes and outputs from them. If you have any further questions, please reach out to your lab proctor

flow-debug

Break down of the flow configuration

  1. Flow variable - AttendeeEmail that has a default value assigned as wxcclabs+agent_ID
  2. Collect Digits Activity Settings - Configured with the Cisco TTS Cisco Cloud Text-to-Speech for announce a message to collect the attendee ID. The attendeeID is captured in the AttendeeID.DigitsEntered output variable
  3. SetVariable - is set with value {{AttendeeEmail}}{{AttendeeID.DigitsEntered}}@gmail.com. With the inputs from the previous two steps the Attendee Email is constructed. Example Attendee ID entered in Step 2 is 050 wxcclabs+agent_ID050@gmail.com is constructed
  4. QueueToAgent - is configured to perform an Agent Lookup Type as Email and uses the AttendeeEmail output from the previous which is the email ID of the attendee to queue the call to the agent

Part 2.1: Building Flow From Scratch

Lab Objective

Creating a flow: The objective of this lab is to familiarize you with the Flow Builder in Webex Contact Center by creating a flow from the start. This step does not require you to map it to an entry point to test the flow.

Navigating to the Flow Builder

  • Sign into Admin Portal using Admin Credentials
  • Click on Contact Center
  • Click on Flows
  • On the top right click on Manage Flows
  • Select Create Flow
  • Click on Start Fresh
  • Enter a name Wx1_Flow1_<ID>

Example:

If your attendee ID is 101:

Wx1_Flow1_101




Create Your First Flow

  • Drag and Drop Play Mesasge Activity from the Activity Library
  • Drag and Drop Disconnect Contact Activity from the Activity Library
  • Connect to output of the NewPhonecontact node to the PlayMesasge Node
  • Connect to output of the PlayMesasge node to the Disconnect Contact Node
  • Click on PlayMesasge on the right side select default_music_on_hold as the Audio File




Validate Your First Flow

  • At the bottom right toggle Validation to on
  • Click on Publish Flow and Add Live version label and click on **Publish Flow **




Congratulations, you have officially completed the Pre-Requisites lab 🎉🎉