Connection settings for Cisco Webex Contact Center 2.0

Enter a unique name for the ACD.

Enter your CWCC username. This is a user email address associated with administrative credentials in CWCC.

IMPORTANT   This should be a service-type account that should never be changed. Changing your account can cause duplicate users and teams in the system.

Enter the complete base URL of the Cisco Webex Contact Center API, including the protocol identifier.

Enter the Organization ID of the CWCC tenant account.

Your Webex WFO service account username. This service account is also referred to as your tenant administrator account or API user account. This is required for uploading data to the correct tenant. This account needs to be created by a system administrator and the account resides in your tenant system. This tenant administrator account also needs to be given the correct permissions to upload data.

Contact Cisco Support for assistance with creating this tenant administrator account.

See Create an API user and Manage roles and permissions for more information.

• In Webex WFO, this user must also have the Record Screen and Record Voice permissions assigned to their role. In Application Management, use the Roles page to assign permissions to roles, and use the Users page to assign roles to users.
• This user must be assigned to the Default Team from the Team drop-down list on the Users page in Application Management.
• This user must be given full scope by selecting all the groups and teams under Associated Groups and Teams on the Users page in Application Management.

Your Webex WFO service account password.

Quality Management — Select if your organization has purchased Quality Management.
Select the Voice check box if your organization only wants Webex WFO to ingest voice contacts only.
Select the Digital (Chat, SMS, Email, Social) check box if your organization wants Webex WFO to ingest chats and SMS messages, and emails.

(Optional) Allows you to map CWCC metadata to custom metadata labels in Webex WFO. See Sync Metadata to Webex WFO for more details. CWCC metadata values are synced with CWCC contacts into Webex WFO. The CWCC metadata values are mapped to metadata labels created in Metadata Manager (located at Application Management > QM > QM Configuration > Metadata Manager).

After successfully mapped, metadata can be used to add a variety of trackable information to a contact in Webex WFO. Metadata fields can be found in the Details panel on the Media Player page (Interactions page > open a contact). You can view, edit, or delete a metadata field from your system.

Indicates how often (in minutes) you want to sync users, teams, and service queues in Webex WFO with their equivalents in Cisco Webex Contact Center.

Sets the amount of time you want WFM to wait before it imports ACD statistics after an interval ends.

(Optional) Allows you to record the screens of CWCC agents who are configured for screen recording in Webex WFO. For more information, see Screen Recording.

(Optional) Select this check box if you want to recapture data from the entire previous day.

Enable the import of media and recording files into Webex WFO from Webex Contact Center.

Enables the synchronization of user data into Webex WFO from Webex Contact Center.

This section appears when you select Digital in the Products Enabled section. Here, you can set the custom metadata that assigns a language to a text-based contact like an email or a chat message. The metadata options available come from the Metadata Mapping section.

Webex WFO uses a text contact’s language to find results when you use the Text Search filter on the Interactions page.

Webex WFO assigns a language to a text-based contact using the following information, in this order:

1. A language that is already assigned to the contact when it is imported into Webex WFO.
2. A language assigned to a custom metadata field that you configure here (the Metadata Language Mapping section).
3. The fallback language that you configure in the Fallback text language section below.
4. The default language (English).

This section appears when you select Digital in the Products Enabled section. Select the language to assign to text contacts if they do not have an associated language when they are imported into Webex WFO and do not have a metadata value as defined in the Metadata Language Mapping section above.

Webex WFO uses a text contact’s language to find results when you use the Text Search filter on the Interactions page.

Webex WFO assigns a language to a text-based contact using the following information, in this order:

1. A language that is already assigned to the contact when it is imported into Webex WFO.
2. A language assigned to a custom metadata field that you configure in the Metadata Language Mapping section above.
3. The fallback language that you configure here (the Fallback text language section).
4. The default language (English).