How do I attach a file to a Messenger conversation?

• A queue is where active contacts are kept and distributed to agents, while contacts wait to be responded by an agent.

• Your administrator configures the idle reasons that are appropriate for your enterprise. The idle state indicates that you are signed in but not ready to accept any routed requests. For example, Lunch Break.

The following table lists the supported browsers.

Operating System

Browser Version

Windows 10

• Google Chrome V76.0.3809 and later

• Firefox Extended Support Release (ESR) V68 and later

• Edge Chromium (MS Edge V79 and later)

Windows 11

• Google Chrome V103.0.5060.114 and later

• Firefox Extended Support Release (ESR) V102.0 and later

• Edge Chromium (MS Edge V103.0.1264.44 and later)

macOS

• Google Chrome V76.0.3809 and later

• Firefox Extended Support Release (ESR) V68 and later

• Edge Chromium (MS Edge V79 and later)

Chrome OS

• Chromium V73 and later

• Google Chrome V76.0.3809 and later

The following browser options must be configured:

• Cookies and site data is enabled.

• Security level is set to Medium.

• Image option is enabled.

• Pop-up blocker is disabled.

• JavaScript is enabled.

Cisco Webex Contact Center supports the following agent devices for calling:

• Webex Calling Desk Phone

• Webex Calling Desktop App (PC Audio)

• Webex Mobile App on the cell phone

• Webex App that is integrated with Webex Calling (PC Audio)

If you are using a calling device, enter the calling extension that is configured by your administrator in the Station Credentials dialog box (Station Credentials > Extension) when you sign in. For more information, see Sign In to the Agent Desktop.

Webex App as Client

The Webex App downloaded on your system (personal device) refers to the Webex Client. For more information, see Download the App.

The Webex Client can be used as an endpoint device when it is integrated with Webex Calling. To receive or make a voice call you must sign in to the Agent Desktop using the extension (Station Credentials > Extension).

If you are using the extension, you can answer a voice call from the Webex Client. If you do not answer the call within the maximum available time, the call is returned to the queue and the system changes your state to RONA.

The Webex App can also be accessed within the Agent Desktop to collaborate with other agents, supervisors, and subject matter experts (SMEs) of your organization without navigating away from the Agent Desktop. However, call control is not available. To receive and make calls, you still require the external, non-embedded Webex App. For more information, see Calling Apps.

For more information on how to access Webex App within the Agent Desktop, see Webex App.

Note

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If you are using Webex Client and Webex App within the Agent Desktop, the notifications appear for an incoming call as follows:

• When the Task List pane on the Agent Desktop is expanded, and you have an incoming call from a customer, the Webex Client notification and the Agent Desktop popover appear.

• When the Webex Client and the Agent Desktop are inactive:

  • For an incoming call from a customer on the Webex Client, you will receive a browser toaster notification and a Webex Client notification.

  • For incoming calls from a customer on the Webex Client and a colleague on Webex at the same time, you will receive notifications from the browser, Webex Client, and Webex.

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Agent Desktop UI

The Agent 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 Agent 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 Google Chrome browser. When you launch the Agent Desktop in the Google Chrome browser, the Agent Desktop UI appears in Français (French).

Agent Desktop User Guide

The horizontal header is the area which runs along the top of the Agent Desktop interface. The following options are available on the horizontal header:

• Title and logo: Displays the Cisco Webex Contact Center logo and name (default) at the top-left corner of your screen. Your administrator can customize the title and logo based on the desktop layout settings.

• Availability State—Displays your availability status to receive and accept contacts across all communication channels (voice call, chat, email, or social messaging conversation). When you sign in to the Agent Desktop, your state is set to Idle by default. For more information, see Agent Availability States.

• Webex App: Displays an option to collaborate with other agents, supervisors, and subject matter experts (SMEs) of your organization without navigating away from the Agent Desktop. For more information, see Webex App.

• Outdial Call: Displays an option to make an outdial call. The Outdial Call icon is displayed based on your agent profile configuration. For more information, see Make an Outdial Call.

• Notification Center: Displays the number of new messages you have received. When you click the Notification Center icon, the dialog box displays the desktop alerts and notifications. For more information, see Access Notification Center.

  You can also access earlier screen pop using the screen pop URL. For more information, see Access Screen Pop.

• User Profile: Displays your information and settings. For more information, see User Profile.

The Navigation bar is displayed at the left side of the Agent Desktop interface.

The following icons are available to access the main features:

• Home (

  
  ): Displays the agent dashboard where you can access your completed or assigned contacts that require your attention. You can perform actions such as communicating with customers across various channels, and viewing customer information. The icon displays a badge indicating the number of requests that you have not accepted across various channels. For example,
  
  .

• Agent Performance Statistics (

  
  ): Displays the Agent Performance Statistics widget which details the historical and real-time statistics of an agent. If your profile is configured for statistics reporting, the Agent Performance Statistics icon is displayed in the Navigation bar. For information about the statistics reports, see Agent Performance Statistics Reports.

• Reload (

  
  ): If you are accessing the Agent Desktop in an iFrame, click Reload to refresh the Agent Desktop web page. An iFrame is an HTML element that lets you nest one web page in another web page.
  
  Note

  ---

  The Reload icon is displayed only when you access the Agent Desktop in an iFrame.

  ---

• Feedback (

  
  ): Displays the Feedback page in the new browser tab. You can share feedback about your desktop experience.

• Help (

  
  ): Displays the Help topics in the Help Center dialog box. To view the PDF format of the Help topics, click View as PDF.

The Task List pane is displayed at the top-left corner of the Agent Desktop interface.

When a request is routed to your queue and you are available, a new request appears in your Task List pane. You must accept the request to start communicating with the customer. By default, the Task List pane is expanded. If the Task List pane is collapsed, you can see a popover at the bottom-right corner of the desktop to accept the request. For more information, see Popover.

If you have multiple requests, the latest request is displayed at the top of the Task List pane, and the order is calls, chats, social messaging conversations, and emails.

The request displays the following details:

• Calls: Displays a label and icon indicating the call type, phone number of the customer, DNIS (Dialed Number Identification Service), name of the queue that routed the call to you, and a timer indicating the time elapsed since you received the call. The status of the incoming call is displayed as Ringing.

  The following table lists the call types, icons, and the corresponding labels:

  Call Type

  Label

  Icon

  Incoming Voice Call

  Incoming Call

  

  Callback

  Callback

  

  Outbound Preview Campaign Call

  Campaign Call

  

  Outdial Call

  Outdial Call

  

• Chats: Displays the

  
  (Chat) icon, the name of the customer or unique id, the email address, the queue that routed the chat to you, and a timer indicating how long the chat has been awaiting your acceptance.

• Social Messaging Conversations: The following details are displayed:

  • Facebook Messenger: The request displays the

    
    (Messenger) icon, the queue that routed the chat request to you, unique id of the Facebook business page, and a timer indicating the time that has elapsed since you received the chat request.
    
    Note

    ---

    The customer name is displayed in the desktop only if the customer's profile information on Facebook Messenger is set as public.

    ---

  • SMS: The request displays the

    
    (SMS) icon, the phone number of the customer, the queue that routed the SMS chat request to you, the source number (DN) and a timer indicating the time that has elapsed since you received the chat request.

• Emails: Displays the

  
  (Email) icon, the name of the customer, the queue that routed the email to you, the email ID of the customer, and a timer indicating the time that has elapsed since you received the email request.

After you have accepted the request, the timer displays the time that has elapsed since you accepted the request. For more information, see State and Connected Timers.

If the Task List pane is collapsed, you can see the popover at the bottom-right of the Desktop. The popover is the pop-up dialog box that is displayed when a call, chat, email, or social messaging conversation request is routed to you.

The Desktop displays the following popovers:

• Connecting popover: The connecting popover informs you that a new contact request is in the process of being assigned.

  

• Contact request popover: The contact request popover appears after the connecting popover. You must take action on the contact request popover before your state changes to RONA. The popover displays variables, action buttons, or links based on the configuration that is defined for each channel.

  

Note

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You can’t sign out when a connecting popover or contact request popover appears on the Desktop.

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The popover displays the variables, the action buttons, or the links based on the configuration that is defined for each channel. The following table lists the variables that are displayed on the popover based on the channel type:

Voice Channel-Call Type

Variables Displayed on Popover

Incoming Voice Call

In Flow Designer, your administrator configures the variables, labels of the variables, and the order in which they must appear on the Agent Desktop. A minimum of three and a maximum of six variables are displayed on the popover. An incoming popover doesn't display variables marked as secure by your administrator.

• Phone Number

• Queue Name

• DNIS (Dialed Number Identification Service)

Callback

• Phone Number

• Queue Name

• DNIS (Dialed Number Identification Service)

Outbound Preview Campaign Call

• Variables that are based on the configuration that is defined by your administrator.

Outdial Call

• Phone Number

• Queue Name

• DNIS (Dialed Number Identification Service)

Digital Channel Type

Variables Displayed on Popover

Facebook Messenger

• Queue Name

• Source Page

Short Message Service (SMS)

• Queue Name

• Phone Number

• Source Number

WebChat

• Customer Name

• Email

• Queue Name

Email

• Customer Name

• Email

• Queue Name

WhatsApp

• Customer Name

• Queue Name

When you have multiple requests, the popovers are stacked. If you have more than five requests at any point in time, the requests are displayed as 1-5 of . Click the

The Agent Interaction History pane is displayed at the bottom-left corner of the Agent Desktop interface. You can view your previous communications with a customer across all channels (voice, email, chat, and social) in this pane. The pane displays details for the last 24 hours.

To view your previous communications based on specific channels for the past 24 hours, select one of the following tabs:

• All—Displays details of your previous communications across all channels along with the total connected time, and the timestamp of when you accepted the request. This is the default selection.

• Calls—Displays details of your voice calls along with the customer's phone number, wrap up reason, the total connected time, and the timestamp of when you accepted the request.

  You can make an outdial call by clicking on a phone number in the Agent Interaction History pane. You can also edit the phone number before making the outdial call. For more information, see Make an Outdial Call from Agent Interaction History.

• Chats—Displays details of your chats along with the customer name, wrap up reason, the total connected time, and the timestamp of when you accepted the request.

• Social Messaging Conversations—Displays details of your Facebook Messenger, SMS (Short Message Service), and WhatsApp chats along with the customer name (Facebook Messenger and WhatsApp), customer's phone number (SMS), wrap up reason, the total connected time, and the timestamp of when you accepted the request.

• Emails—Displays details of your emails along with the customer's email address, wrap up reason, the total connected time, and the timestamp of when you accepted the request.

The Interaction Control pane is displayed at the top center of the Agent Desktop interface.

The Interaction Control pane includes the following details:

• Customer information with all Call-Associated Data (CAD) variables for voice calls. In Flow Designer, your administrator configures the variables, labels of the variables, and the order in which they must appear on the Interaction Control pane. A maximum of 30 variables are displayed on the Interaction Control pane.

• Connected timer which includes the duration of your contact with the customer until you end the communication.

• Along with the connected timer, the Interaction Control pane displays another timer based on the state set by the system and how you proceed with your communication. For example, when you place a call on hold, the timer shows the hold time next to the Consult on Hold state.

• The control buttons used to perform tasks based on the configuration of your profile. For example, while on an active call, to record you can use Start Recording control button.

When you accept a voice call (inbound or outbound), by default, the Interaction Control pane is expanded, and remains persistent even when you switch between options in the Navigation bar.

When you accept an email, chat or social messaging conversation request, by default the Interaction Control pane is collapsed. Use the

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To copy the customer information, hover the mouse pointer over it and then click

.

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For more information on the connected timer, see State and Connected Timers. For updating the CAD variables, see Edit Call-Associated Data Variables.

The Workspace pane is displayed at the center of the Agent Desktop interface only when you accept an email, chat or social messaging conversation request.

The center pane displays details based on your selection of the contact card in the Task List pane. For example, when you select an active email contact, the center pane displays details of the received email.

The center pane can also display information based on your selection in the Navigation bar. For example, when you select Agent Performance Statistics (if your profile is configured), then the center pane displays your reports.

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When you hover the mouse pointer either on the Task List pane or the Agent Interaction History pane, the

(collapse) icon is displayed. Click

to close the pane, and to increase your work space area.

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The display position of the Auxiliary Information pane on your Agent Desktop interface depends on the type of the active request.

When you accept an email, chat, or social messaging conversation request, the Auxiliary Information pane is displayed at the right side of the desktop, and the Workspace pane is displayed at the center of the desktop. When you accept a voice call (inbound or outdial) the Auxiliary Information pane is displayed at the center of your desktop.

Widgets are displayed within the tabs in the Auxiliary Information pane on your desktop. Each tab in the pane can have one or more widgets based on the default desktop layout settings configured by your administrator. For more information, see Manage Widgets.

The details of the tabs in the Auxiliary Information pane are:

• Contact History (default): Displays the history of communications with the customer during the last 60 days. Contact History displays a maximum of 300 records. When you are on a digital channel conversation (email, chat, or social messaging) with the customer, the Contact History tab displays the prior contacts by the customer using the same channel. When you are on a voice call, the Contact History tab displays the history of only voice calls.

  When you accept a contact, the Contact History tab displays the customer details in chronological order. The customer history details include the name of the customer, wrap up reason, queue name, connected time, and end time. You can also view the previous emails from the customer by clicking the View email message link.

  
  Note

  ---

  The Contact History tab fetches the details of all completed interactions along with the respective wrap up reason. If an interaction is not wrapped up, the wrap up reason appears as N/A. For more information, see Apply a Wrap-Up Reason.

  ---

• Screen Pop: Displays the screen pop tab based on the default desktop layout settings.

• Custom widgets: Displays custom tabbed widgets based on your default desktop layout or organizational settings. For more information, see Manage Widgets.

You can hover the mouse pointer over a tab header to see the complete tab name.

You can do the following:

• Click

  
  to maximize a selected tab in the Auxiliary Information pane.

• Drag and drop to reorder tabs within the Auxiliary Information pane. This is applicable for:

  • Tabs that are displayed in the Auxiliary Information pane.

  • Tabs that are grouped under the More Tabs drop-down list in the Auxiliary Information pane. Click the More Tabs drop-down list and then select the required tab.

The order of the tabs is retained even after you navigate away from the Auxiliary Information pane, reload your browser, clear your browser cache, or sign out and sign in again to the Agent Desktop.

To reset the tab order to the default order, click the

To add a text attachment:

Procedure

To add a email attachment:

Procedure

• The administrator configures the maximum file size, file formats, and the maximum number of files that you can upload.

• You can view and download the attachments from the received emails from the email thread.

• Attachments that do not fulfil the PCI rule will be dropped, and such attachments will be greyed out. When you select such attachments, a banner message is displayed above the email composer to inform the reason for disabled attachment(s), this banner can be closed while the non-compliant attachment(s) remains disabled.

• If you navigate away from the email composer and you have content in the email body, your draft is saved.

To use a template in a conversation, follow these steps:

A modal with the list of configured template groups appears on the screen.

All Templates tab consists of a list of all the templates that are configured for a team.

You can apply only one style to the selected text. For example, if you choose to make a certain word or sentence bold, you cannot italicize the same.

Rich Formatting in Email Messages

You can apply the following rich formatting styles to the reply message in the email body:

Formatting Style

Description

Bold

Makes the text bold.

Italics

Italicizes the text.

Underline

Underlines the text.

Strikethrough

Draws a line through the text.

Heading 1

Applies a pre-set font and style to the text.

Blockquote

Indents the text and marks it as a quotation with a vertical line at the left margin.

Font color

Changes the font color.

Emojis

Inserts an emoji.

Indent left

Indents the text to the left.

Indent right

Indents the text to the right.

List by ordered

Creates an ordered list.

List by bullet

Creates a bulleted list.

Link

Inserts a hyperlink on the selected text.

Table

Inserts a table in the text area.

You can easily integrate Webex Contact Center with external systems to ensure that customer records are synchronized in real time. This can be achieved with the help of workflows. You can trigger these workflows when you are in the middle of a conversation with the customer.

To trigger an workflow, follow these steps:

Procedure

A pop-up window with the list of pre-configured workflows appears on the screen.

Once the workflow is triggered, an audit trail in the form of an announcement is appended to the chat thread.

Agent Desktop Keyboard Shortcuts for Chat Conversations

Agents can use the shortcuts for chat messages:

Action

Keyboard Shortcuts

Send Chat messages

Ctrl + Enter

Agent Desktop Keyboard Shortcuts for Email Conversations

Agents can use the following shortcuts for email messages:

Action

Keyboard Shortcuts

Reply

Ctrl + Shift + 6

Reply All

Ctrl + Shift + 5

Send Email

Ctrl + Alt + S

Forward Email

Ctrl + Shift + 0

The following are the timers displayed on the Agent Desktop for all channels (voice call, outdial, outbound, and digital channels):

• State timer: The agent state timer appears on the Availability State field of the horizontal header. The timer displays the time that you have been in the current state. The state includes Available, RONA, or any idle states that your administrator has configured. The state timer is updated every second and the format is mm:ss. If you are connected for more than one hour, the format changes to hh:mm:ss (for example, 01:10:25). When you change state (for example, from Available to any idle state), the timer resets to 00:00.

  • Idle timer: If you are in the Idle state and switch between any other idle states, the timer displays the time you're in the current idle state and the total time you were in the idle states. For example, consider that you are in the Idle state for 10 minutes, and then you take a Lunch Break (configured idle state) for 20 minutes. Then, the timer is displayed as 20:00/30:00. The Lunch Break time is 20 minutes (configured idle state), and the total time that you were in the Idle state is 30 minutes.

  When you accept a call, chat, email, or social messaging conversation request, the Engaged label is displayed. The Engaged label indicates that you are busy and connected with a customer. During your interaction with the customer, the connected timer is displayed in the Task List pane and the Interaction Control pane. When the interaction ends, the state timer is displayed on the Availability State field of the horizontal header. You can continue to receive active requests on other channels, depending on your channel capacity.

  Examples:

  • Consider you are in the Available state for 2 minutes, and accept an incoming voice call request. The Available state changes to Engaged label. The time that has elapsed since you accepted the request until the end of the interaction is 10 minutes. The wrap-up time is 2 minutes. The timer then displays 14:00, which includes the Available state timer (2 minutes), interaction time (10 minutes), and wrap-up time (2 minutes); and the state is Available.

  • Consider you are in the Available state for 2 minutes, and accept an incoming voice call request. The Available state changes to Engaged label. During your interaction with the customer, you change your state to Idle, so you don't accept any incoming requests. The time that has elapsed since you have changed to Idle state until the end of the interaction is 10 minutes. The wrap-up time is 2 minutes. The timer then displays 12:00, which includes the Idle state timer plus interaction time (10 minutes), and wrap-up time (2 minutes); and the state is Idle.

  
  Note

  ---

  You can view reports based on your availability state and not based on the Engaged label, as it is not an independent state.

  ---

• Connected timer: When you accept a call, chat, email, or social messaging conversation request, the timer appears next to the request in the Task List pane. The timer displays the time that has elapsed since you accepted the request. The connected timer is updated every second and the format is mm:ss. If you are connected for more than one hour, the format changes to hh:mm:ss (for example, 01:10:25). The connected timer is also displayed in the Interaction Control pane.

  Along with the connected timer, the Interaction Control pane displays another timer based on the state set by the system and how you proceed with your communication. For example, when you place a call on hold, the timer shows the hold time next to the Consult on Hold state. For more information on states set by the system, see Voice Call States and Email and Chat States.

  The Agent Interaction History pane displays the connected time which includes the duration of your contact with the customer until you end the communication. For example, consider that during a customer call, you consult with another agent before you end the communication with the customer. The connected time includes the time that you have been connected with the customer and the consult time with the other agent.

Toaster is a native browser notification that appears only if the desktop's browser tab is in the background. Browser toaster notifications are displayed if the Agent Desktop is not the active browser window or tab. The Agent Desktop browser window or tab is inactive when,

• You are working on other browser windows or tabs.

• You are working on other applications.

• You have minimized the Agent Desktop browser window.

If the Agent Desktop is not the active browser window or tab, you are alerted with a sound notification on the browser taskbar based on your browser settings. You must click on the toaster notification to make your Agent Desktop window or tab active. The following are the browser toaster notification behaviour and restrictions:

• Display of browser toaster notification is based on your operating system and browser settings.

• You must enable browser toaster notification permissions for the operating system and the browser.

• You must allow the browser permissions when prompted.

• Positioning of the browser toaster notification pop-ups depends on the operating system.

• Browser toaster notifications cannot be stacked. A new notification replaces the existing notification pop-up.

For more information on supported browsers, see Browser Requirements.

The toaster notifications may not pop up in the Chrome browser for Windows 10 and Windows 11. To display the notifications on your desktop, and not in the Manage Notifications pane of Windows 10 and Windows 11, disable the Enable native notifications feature in the Chrome browser (version 86 and earlier). The toaster notifications that are displayed on your desktop will be in the native format.

Procedure

The notifications are displayed on your desktop in the native format.

Desktop or application level notifications are displayed at the top-right corner of the Desktop. The following are the desktop notification behavior and restrictions:

• Desktop notifications can be stacked.

• Desktop notifications can be automatically dismissed or closed.

• Desktop notifications in the Desktop are displayed based on the Notification Settings. For more information, see Enable or Disable Notification Settings.

Your administrator configures the following:

• The number of desktop notifications to be displayed at a time.

• The time interval for the desktop notifications to close automatically. The configured timeout for notifications is applicable for supported browsers in Windows OS and Chrome OS. In macOS, the supported browsers automatically close the notifications.

Desktop notifications are applicable for calls, chats, emails, and social messaging conversations. The notification includes the name of the customer, the phone number, chat message, or information on the request. The following are examples:

Action

Notification

When a call recording is resumed.

Auto Resume Recording

Recording will resume in 5 seconds.

When multiple users edit the Call-Associated Data (CAD) variable values at the same time.

Customer Information has been Updated

Your changes are overwritten with the updated call data.

When a screen pop is delivered successfully to you.

Screen Pop Delivered

Screen pop was delivered to you.

Reopen Screen Pop or

When another agent accepts your consult request.

Consult Connected

Your consult request has been accepted.

When another agent accepts your conference request.

Conference Connected

Your conference request has been accepted.

When a consult call request is put on hold.

Consult Call on Hold

Your consult call has been put on hold.

When a call is automatically wrapped up.

Auto Wrap Up

Your call has been wrapped up automatically.

When you receive a chat message from the customer.

Messages from John Doe

Ok I got it. Thank you!

When you send an attachment to the customer.

Messages from John Doe

Sent an attachment.

When you send the conference chat message to another agent.

Messages from Barbara Hecker

Hey, this is Barbara Hecker. How may I ...

When the customer ends a chat message.

End Chat from Jason Welch

Your chat has ended.

When you change your team.

Changed Team Successfully

You are now signed in to Sales_Team.

When you receive an incoming call from Webex App.

Incoming Call from Jane Doe

00:02

When you receive a chat message from Webex App.

Message from John Doe

Ok I got it. Thank you!

When you receive a meeting request from Webex App.

Incoming Meeting from Jane Doe's Personal Room

00:02

When you receive a scheduled meeting request from Webex App.

Scheduled Meeting for Demo

In 5 minutes

If the meeting has started, then the remaining time is replaced with the text Now.

Scheduled Meeting for Demo

Now

The following are the agent states displayed on the Agent Desktop that applies to all channels (voice call, outdial, outbound, and digital channels):

• Available

• Idle

• RONA

The following is the agent label:

• Engaged

Available

The Available state indicates that you are ready to accept and respond to contact requests that are routed to you. After you sign in, you must select Available from the drop-down list to accept voice call, chat, email, and social messaging conversation requests. The Available state is preceded by a green (

Idle

The Idle state indicates that you are signed in but not ready to accept any routed requests. When you sign in to the desktop, your state is set to the default idle reason configured by your administrator.

Your administrator configures more idle state reasons that are appropriate for your enterprise. If you must go offline for a meeting, training, or lunch break, change your state to an idle reason by selecting an option from the drop-down list. The administrator-defined idle state reasons are preceded by a gray (

In addition, you can select an idle state reason while you are interacting with a customer; for example, during a chat session with the customer or when responding to an email message. For more information on which idle state reason to use, contact your supervisor.

RONA

The RONA (Redirection on No Answer) state indicates that you have not accepted a voice call, chat, email, or social messaging conversation request within the specified time. The voice call, chat, email, or social messaging conversation request is returned to the queue. The system changes your state from Available to RONA. The RONA state is preceded by a red (

Your administrator configures the time available to accept an incoming request from any channel. If the configured maximum time is more than eight seconds, the action button in the popover flashes five seconds before your state changes to RONA.

If you cannot accept the request within the specified time displayed in the timer, the action button on the popover flashes for a few seconds and your state changes to RONA (Redirection on No Answer). The request is returned to the queue.

The system cannot deliver any new contact requests to you under the following conditions:

• The request is not answered during the Available state.

• The Dial Number or Extension provided is incorrect.

When your state changes to RONA, a popover appears with the following options:

• Go To Idle: When you click Go To Idle, your state changes from RONA to the default idle reason configured by your administrator.

• Go To Available: When you click Go To Available, your state changes from RONA to Available. The Available state indicates that you are ready to accept and respond to contact requests that are routed to you.

When an incoming call request is not delivered to you due to a failure of network, phone, or other devices, your state is set to RONA. You can click Go To Idle displayed on the popover and contact your administrator to investigate the situation.

Engaged

The Engaged label indicates that you are busy and connected with a customer. When you have accepted the contact request, the Available state (

During your interaction with the customer, if you choose to change to any idle state, the icon of the Engaged label changes from

The connected timer is displayed in the Interaction Control pane and not in the Availability State field. When the interaction ends, the state and the timer are displayed. For more information, see State and Connected Timers.

When you are engaged in the Available state (

Voice call states are initiated by the system. The call state changes depending on your action on the call, and whether you are communicating with a customer or another agent. For example, when you place the customer call on hold, the Interaction Control pane displays the state as Call on Hold.

Connected timer: When you accept a call, chat, email, or social messaging conversation request, the timer appears next to the request in the Task List pane. The timer displays the time that has elapsed since you accepted the request. The connected timer is updated every second and the format is mm:ss. If you are connected for more than one hour, the format changes to hh:mm:ss (for example, 01:10:25). The connected timer is also displayed in the Interaction Control pane.

When you are communicating with the caller (customer) or another agent, based on your action, the following voice call states are set by the system:

• Ringing—Indicates that the incoming call popover is being displayed at the bottom right corner of the desktop. If you are unable to answer the call within the time configured by your administrator, the call is returned to the queue. The system changes your state from Available to RONA.

• Call on Hold—Indicates that you have placed the customer on hold.

• Consult Requested—Indicates that you have initiated a consult call.

• Consulting—Indicates that you are consulting with another agent.

• Consult on Hold—Indicates that you have placed the agent with whom you are consulting on hold.

• Conference icon with —Indicates a three-way communication between you, the customer and another agent.

• Wrap Up—Indicates that you have ended your voice call with the customer.

The Agent Desktop supports features that improve accessibility for low-vision and vision-impaired users. The following table shows how to navigate within the Agent Desktop using the accessibility features.

Web Accessibility

Agent Desktop Element

To Perform the Following Actions

Use the Following Keys

Sign In

Scroll through the saved email addresses in the drop-down list.

Up and Down arrows

Sign In

Select an email address.

Enter

Sign In

Change the selected email address.

Mac keyboard: Command+Left arrow

Windows keyboard: Alt+Left arrow

Sign In

Sign in to Agent Desktop.

Enter

Station Credentials

Select either Dial Number or Extension.

Right arrow and Enter

Station Credentials

To focus and select the option within the Dial Number or Extension dialog box.

Tab

Right and Left arrows

Station Credentials

Navigate through elements within the Dial Number or Extension dialog box.

Tab

Station Credentials

Select a team name from the Team drop-down list.

Up and Down arrows

Station Credentials

Select an option.

Enter

Station Credentials

Close the Station Credentials dialog box.

Esc

Notification Center

Access Notification Center.

Tab and Enter

Notification Center

Scroll through the notifications.

Up and Down arrows

Notification Center

Mark all notifications as read, reopen a screen pop, close a notification, and ignore notifications.

Tab, then Enter or Space Bar

Notification Center

Close the Notification Center dialog box.

Esc or Enter or Space Bar

Agent State

Scroll through the agent state from the drop-down list.

Up and Down arrows

Agent State

Select an agent state.

Enter

Agent State

Close the agent state dialog box.

Esc or Enter or Space Bar

User Profile

Access the user profile dialog box.

Enter or Space Bar

User Profile

Navigate through options in the user profile dialog box.

Tab and Enter

User Profile

Close the user profile dialog box.

Esc

Notification Settings

Access Notification Settings.

Tab and Enter

Notification Settings

Enable or disable options (toggle buttons) in the Notification Settings.

Tab and Space Bar

Notification Settings

Increase or decrease the sound volume.

Arrow keys

Notification Settings

Mute, unmute, or play sound.

Tab, then Enter or Space Bar

Switch to dark mode (toggle button).

Tab and Space Bar

Keyboard Shortcuts

Access the Keyboard Shortcuts dialog box.

Tab and Enter

Keyboard Shortcuts

Navigate through elements in the Keyboard Shortcuts List dialog box.

Tab and Enter

Keyboard Shortcuts

Clear the search criterion in the search field.

Tab, then Enter or Space Bar

Keyboard Shortcuts

Sort columns in the Keyboard Shortcuts List dialog box.

Tab and Enter

Keyboard Shortcuts

Scroll through the keyboard shortcuts list.

Tab, then Up or Down arrows

Keyboard Shortcuts

Maximize, restore, and close the Keyboard Shortcuts List dialog box.

Tab, then Enter or Space Bar

Download error report.

Tab and Enter

Agent Performance Statistics Reports

Navigate through the reports.

Left or Right arrows

Agent Performance Statistics Reports

Select a report.

Enter

Task List

Toggle between tasks.

Arrow keys

Task List

Select a task.

Enter or Space Bar

Agent Interaction History

Navigate across all the channels within the Agent Interaction History.

Right and Left arrows

Agent Interaction History

Select a channel.

Enter

Agent Interaction History

Toggle between the contact history in a specific channel.

Tab

Popover

Accept a popover request.

Enter

Popover

Toggle between popover requests.

Tab

Interaction Control

Navigate through elements in the Interaction Control.

Tab

Interaction Control

Select an option.

Enter

CAD Variables

Toggle between CAD variable values.

Tab

CAD Variables

Select a CAD variable value.

Enter or Space Bar

Transfer, Consult, or Conference

Select a radio button option.

Right and Left arrows

Transfer, Consult, or Conference

Select from the drop-down list.

Up and Down arrows

Transfer, Consult, or Conference

Select an option.

Enter

Transfer, Consult, or Conference

Close the dialog box.

Esc

Chat and Social Messaging Conversation

Navigate through options.

Tab, then Enter or Space Bar

Chat and Social Messaging Conversation

Expand or collapse contact information.

Tab, then Enter or Space Bar

Email

Navigate through options.

Tab, then Enter or Space Bar

Email

Expand or collapse contact information.

Tab, then Enter or Space Bar

Email

Select the rich text formatting style.

Tab, then Enter or Space Bar

Outdial Call

Select either Address Book or Dialpad.

Right and Left arrows

Outdial Call

Scroll through the Address Book entries or dialed number in Dialpad.

Up and Down arrows

Outdial Call

Clear the search criterion in the search field.

Tab, then Enter or Space Bar

Outdial Call

Select a contact from the Address Book to make a call.

Tab and Enter

Outdial Call

Navigate through the keypad number buttons on the Dialpad to make a call.

Tab, then Enter or Space Bar

Outdial Call

Close the Outdial Call dialog box.

Esc

Auxiliary Information

Maximize and restore widgets.

Tab, then Enter or Space Bar

Auxiliary Information

Navigate across tabs in the Auxiliary Information pane.

Right and Left arrows

Auxiliary Information

Select a tab.

Enter or Space Bar

Auxiliary Information

Navigate through elements within the tab.

Tab or Up and Down arrows

Auxiliary Information

Access the View email message link in the Contact History tab.

Tab and Enter

Auxiliary Information

Navigate through the Edit Layout options.

Tab, then Enter or Space Bar

Rest Desktop Layout

Reset the entire desktop layout.

Tab and Enter

Rest Desktop Layout

Navigate through and select elements in the Reset Layout Confirmation dialog box.

Tab, then Enter or Space Bar

Wrap Up

Expand and collapse the Wrap Up Reasons dialog box.

Tab, then Enter or Space Bar

Wrap Up

Navigate through elements in the Wrap Up Reasons dialog box.

Tab

Wrap Up

Cancel auto wrap up.

Tab, then Enter or Space Bar

Wrap Up

Select a radio button option.

Up and Down arrows

Wrap Up

Submit Wrap Up.

Tab, then Enter or Space Bar

Help

Navigate through elements in the Help Center dialog box.

Tab

Help

Select an option.

Enter

Help

Access a specific help topic in a new tab.

Shift+Tab and Enter

Help

Close the Help Center dialog box.

Esc

Sign out from the Agent Desktop.

Tab

Enter or Space Bar

Webex App

Navigate through elements within Webex App.

Tab, then Up and Down arrows

Webex App

Select an option.

Enter or Space Bar

Agent Desktop also supports the JAWS screen reading software for the elements listed below.

For more information on the supported JAWS version, see the Voluntary Product Accessibility Templates (VPAT) report for Cisco Webex Contact Center.

Pane or Page or Widget

Element

Notes

Agent Desktop

Icons and user interface

The screen reader reads the icon name, heading, field name, combo box, drop-down list, toggle button, text box, search option, error message, number of listed items, help text, expand or collapse, and keyboard shortcut to proceed.

Sign In

Field names

The screen reader reads the email address and the next action item to proceed.

Station Credentials

Error in Station Credentials dialog box.

The screen reader reads the error message which results from unsuccessful submission of theStation Credentials details. Example, when the dial number is invalid.

Notification Center

Messages count

The screen reader reads the unread messages count and the options in the dialog box.

Agent State

List

The screen reader reads the agent state drop-down list.

User Profile

Options

The screen reader reads the profile options.

Channel capacity

The screen reader reads the descriptive help text of the routing type associated to the profile.

Help text

The screen reader reads the descriptive help text of the notification settings options: Enable Notifications, Enable Silent Notifications, and Enable Sound Notifications.

Column header and rows

The screen reader reads the column header title and the row values.

Status

The screen reader reads the error report download status.

Agent Performance Statistics

Title

The screen reader reads the widget title.

Table

The screen reader reads each table header and each cell in the table.

Task List and Popover

Contact request

The screen reader reads the contact request name, phone number or the email address, and the channel type. Example, Email from [email protected].

Agent Interaction History

Contact history

The screen reader reads the contact request name, phone number or the email address, the channel type, and other details.

Widget

Title and content

The screen reader reads the title of a widget and its contents.

Outdial Call

Address Book

The screen reader reads the contents of the address book.

Outdial Call

Dialpad

The screen reader reads the number on the dialpad.

Help

Dialog box

The screen reader reads the options in the Help Center dialog box, the table of contents, and the hyperlink text.

Use the keyboard shortcuts for easy access to the desktop features. The keyboard shortcuts define an alternative way to perform a specific action on the desktop. To execute a keyboard shortcut, ensure that focus is inside the desktop screen.

To access the keyboard shortcut list:

You must be signed in to the Desktop. For more information, see Sign In to the Agent Desktop.

Procedure

• Predefined keyboard shortcuts

• Conflicting keyboard shortcuts

• To drag the dialog box, hover the mouse pointer over the dialog box. The mouse pointer changes to

  
  . Click and drag the dialog box to the required position.

• To resize the dialog box, hover the mouse pointer over the border of the dialog box. The pointer changes to

  
  or
  
  (sizing handle) based on the placement of the pointer. Click and drag the sizing handle to resize the dialog box.

• You cannot resize the dialog box beyond the minimum width and height of 480 x 320 pixels. This ensures that the content in the dialog box remains readable always.

• To maximize the dialog box, click

  .

The following table lists the agent-specific keyboard shortcuts: