Overview
Cloud contact centre solution that lets your customers connect through chat, text, social, email or call. AI-powered voice and chat allows virtual agents to give customers options for fast and easy 24/7 self-service with a seamless option to pass to a live agent if required. Features include Finesse Desktop for agents and supervisors, Cisco Unified Intelligence Centre and more.
Administrator overview
This guide acts offers administrators a clear path through Webex Contact Centre setup and management.
Getting started
Webex Contact Centre Enterprise setup and administration guide.
Reporting with Cisco Unified Intelligence Centre
Cisco Unified Intelligence Centre is a reporting platform for users of Cisco Contact Centre products. It is a web-based application that provides historical, real-time, and live data reporting and dashboards.
Contact Routing
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.
Further guides
This guide acts gives administrators a clear path through Webex Contact Centre setup and management.
Adding agents to Webex Contact Centre
Webex Contact Centre adding Agents tutorial.