• Current Usage Card - Agent & IVR on Control Hub's Contact Center Landing Page

The newly improved License Current Usage Card on Control Hub's Contact Center Landing Page is now available across all Webex Contact Center data center regions: ANZ, CA, EU, JP, UK, SG, and US.

This enhanced card enables Administrators and users with access to the Contact Center Landing Page to view the usage of Premium and Standard Agent Licenses, as well as IVR licenses, within their subscription during the current billing cycle. The card displays key information, including the current billing cycle, the number of licenses purchased, and whether the usage is over or under the allowed amount.

Additionally, the Agent and IVR usage cards provide access to the Daily Detail reconciliation view, which facilitates viewing and downloading daily usage data from the current and previous billing cycles.

We are pleased to announce that we have achieved usage data and billing parity across all seven Webex Contact Center regions.

• Agent Interaction Duration in Team Performance Details

You can keep track of how long your agents spend with customers using the new Interaction Duration column in the Team Performance Details table on the Supervisor Desktop. This shows the time agents spend in all statuses except wrap-up.

By monitoring the Interaction Duration column, you'll quickly see if an agent is spending too much time with customers. This is especially useful for newer agents who might need extra help. You'll get a complete view of how an agent handles a customer, which is crucial for making decisions about mid-call monitoring. This ensures agents are efficient and get help when needed, keeping productivity high and supporting your team effectively.

For more information, see the Team Performance Details section in the Supervise your agents and teams article.

• Rank Queues

Webex Contact Center provides an ability to rank queues for each team. The queue ranking feature allows administrators and supervisors to rank the queues so that contacts from the queues are offered to agents in ranked order.

For more information, see Rank queues.

• Topic Analytics

This AI feature, powered by large language models (LLMs), is now accessible to all customers on Flex 3. With Topic Analytics, you can:

1. Identify the primary reasons your end customers are calling the contact center.

2. Filter interactions by specific topics.

3. Access detailed interaction information, including transcripts, call recordings, and contact details.

For more information, see here.

• Customer Journey Data Service (CJDS) APIs and Customer Journey Widget (Version 10)

These powerful tools are designed to elevate your customer journey management capabilities to the next level.

What is CJDS?

CJDS is an innovative platform that empowers organisations to convert data into actionable insights, enhancing customer experiences across all interaction points. With CJDS APIs, you can:

• Listen: Integrate seamlessly with any data source or third-party applications to capture and analyse diverse data streams.

•Identify: Create dynamic customer profiles by identifying and capturing key propensity drivers.

•Analyse: Utilise aggregation techniques to extract meaningful insights from all collected customer data.

•Act: Implement these insights to dynamically adjust Webex Contact Center workflows and personalise customer experiences at a granular level. Additionally, real-time actions can also be triggered using our rule-based mechanism.

What is Customer Journey Widget (Version 10)?

The Customer Journey Widget is a groundbreaking tool that provides your agents with a comprehensive view of each customer's journey. This widget equips your agents with the insights they need to deliver personalised, efficient, and informed customer service, supported by a deep understanding of each customer's history.

Get Started with CJDS APIs and Customer Journey Widget (version 10)

For more information on these features and how to get started, refer to the following resources:

• CJDS Overview Vidcast

• Customer Journey Widget Overview

• Journey - Getting Started

• Journey - API documentation

• API Deep Dive Webinar

• How to integrate journey widget with your agent desktop?

• Use Case Vidcast (Personalized Customer Experience)

• Use Case Vidcast (Digital Channels & Webpage Use Case)

• GitHub Link for API Samples.

• Webex Contact Center CRM Connector for ServiceNow's Xanadu Edition

Enhance your contact center operations with the Webex Contact Center CRM Connector for ServiceNow's Xanadu Edition. Easily integrate your Webex Contact Center data into ServiceNow, providing your agents with a unified view of customer interactions. Simplify processes, improve efficiency, and deliver exceptional customer service.

For more information, see the Integrate Webex Contact Center with ServiceNow article.

• View consult session recordings in Supervisor Desktop

With this feature, you can access recordings of consult call sessions, including consult to agent, consult to queue, consult to dial number, and consult to entry point. The consult session recordings have a separate playback option within the main call recording in Supervisor Desktop. This allows supervisors to review and analyse the details of the consult call sessions, and identify areas for training, coaching, and efficiency improvements.

For more information, see the Supervise your agents and teams article.

• Enhancing historical email contexts

Agents working on email channel will now have a better contextual history when handling email tasks. As part of this enhancement,

• When an agent replies to or forwards an email, the composer loads the quoted reply and allows agents to edit content as they would with any standard email client.

• Each reply or forward will have a message-level subject prefix ( RE: or FW: ) based on the action performed.

• In addition, Cisco has increased the maximum character limit of an email from 25,000 to 500,000 characters (a combination of historical emails and current replies) to support this feature.

For more information, see Manage-email-conversations.

• Ability to delete digital channel assets with or without active conversations

Administrators can now delete digital channel assets within Webex Connect with active or closed conversations created against them. However, after deleting the asset, you must manually clean up the stale entry point.

• Support for Dynamic Queues within Queue Task node in Webex Connect

Contact center flow developers working on digital channels can now configure the queue as a dynamic variable within the Queue Task node in Webex Connect. This enhancement allows developers to use a single node with a dynamic queue variable instead of multiple Queue Task nodes to route interactions into different queues.

For more information, see Queue task.