Connection settings for Cisco Webex Contact Center

NOTE Workforce Optimization currently refers to Cisco Webex Contact Center (CWCC) as Cisco Customer Journey Platform (CJP).

NOTE If your organization has New WFM, then New WFM implementations are done in a separate process. A select number of integrated platforms can be configured using the WFM Integrations page (see Manage WFM integrations). If your integrated platform is not listed on the WFM Integrations page, then it requires a project managed by Professional Services.

The following fields appear if you select Cisco Customer Journey Platform as the ACD.

Section	Description
ACD Filtering	NOTE This integration does not support the ACD Filtering feature. Use an ACD filter to limit the users who are synced from the ACD. For example, you might configure a Team Name filter that allows you to sync users who belong to a team that matches a certain naming pattern. You can configure multiple ACD filters.
Cisco Customer Journey Platform API	Cisco Customer Journey Platform API URL—The path to the CWCC API. Include the complete URL. EXAMPLE https://rest-sbxa.ccone.net/aws/api Cisco Customer Journey Platform Media API URL—The path to the CWCC Media API. Include the complete URL. EXAMPLE https://rd-sbxa.ccone.net/cri/get-decrypted-recording User Name—The user name with access to the CWCC API and CWCC Media API. API Key—The requesting API Key for the CWCC API and CWCC Media API. Cisco Webex Contact Center 1.0 — Select this checkbox to enable API requests specific to Webex Contact Center 1.0 or newer. Cisco Tenant ID — Enter the alphanumeric identifier of the Webex Contact Center tenant account.
Synchronization Interval	Interval (Minutes)—The length of the interval at which the ACD is synchronized with the Data Server.
Capture Settings	ACD Capture Delay—The amount of time WFM waits before pulling ACD statistics after an interval ends. The default delay is 120 minutes. Historical data from CWCC may not be available for up to 120 minutes after an interval ends. NOTE Enable Data Recapture—Select this check box to recapture data from the entire previous day. If you routinely handle calls that last more than the maximum default delay, you can opt to recapture the entire previous day’s data from midnight to midnight. The recaptured data overwrites what was captured during the day. This ensures that your statistics are correct and that the data for very long calls is in the correct interval. Recapture Time—Enter the time to recapture the previous day’s data from the ACD.
Enable RTE Messaging for Screen Recording	Enables the Smart Desktop to record screens for calls recorded by CWCC.

Integrating core configuration data

Workforce Optimization syncs the following core configuration data with equivalents from CWCC through three API requests.

Users

When Workforce Optimization imports a new user from CWCC, it creates a new Workforce Optimization user who has a CWCC user profile.

When someone changes user data in CWCC, the sync service detects it and makes several changes in Workforce Optimization. The following table summarizes these changes.

NOTE Users with a Not Active status in CWCC are not imported unless they are restored.

Change in CWCC	Resulting Change in Workforce Optimization
New user is added	New user is added. Specifically, the sync service: Applies the CWCC user’s first and last name to the Workforce Optimization user’s first and last name. Applies the CWCC user’s TID to the Workforce Optimization user’s ACD ID. Sets the Workforce Optimization start dates for the company and department to the date that the sync occurred. Assigns the Workforce Optimization user to the default team. NOTE Workforce Optimization does not preserve the relationship between CWCC users and teams. See Teams. If the CWCC user is contact-center enabled, assigns the default agent role to the Workforce Optimization user. No other Workforce Optimization roles are synced with CWCC. NOTE If you remove the agent role from a Workforce Optimization user who is synced with a CWCC user who is contact-center enabled, the agent role is reassigned the next time Workforce Optimization syncs with CWCC.
User’s first or last name is changed	User’s first or last name is changed.
User is deleted	User is deactivated.

Change in CWCC

Resulting Change in Workforce Optimization

New user is added

New user is added. Specifically, the sync service:

Applies the CWCC user’s first and last name to the Workforce Optimization user’s first and last name.
Applies the CWCC user’s TID to the Workforce Optimization user’s ACD ID.
Sets the Workforce Optimization start dates for the company and department to the date that the sync occurred.
Assigns the Workforce Optimization user to the default team.

NOTE Workforce Optimization does not preserve the relationship between CWCC users and teams. See Teams.
If the CWCC user is contact-center enabled, assigns the default agent role to the Workforce Optimization user. No other Workforce Optimization roles are synced with CWCC.

NOTE If you remove the agent role from a Workforce Optimization user who is synced with a CWCC user who is contact-center enabled, the agent role is reassigned the next time Workforce Optimization syncs with CWCC.

User’s first or last name is changed

User’s first or last name is changed.

User is deleted

User is deactivated.

Teams

Workforce Optimization syncs with CWCC teams of any type (Capacity Based or Agent Based), as long as they are active. It does not preserve the relationship between CWCC users and CWCC teams. You must manually reassign users to teams in Workforce Optimization.

When team data is changed in CWCC, the sync service detects it and makes several changes in Workforce Optimization. The following table summarizes these changes.

Change in CWCC	Resulting Change in Workforce Optimization
New team is added	New team is added with the same name. This name is read-only.
Team name is changed	Team name is changed.
New user is added to a team	No change. Workforce Optimization does not preserve the relationship between CWCC users and CWCC teams.
User is removed from a team	No change. Workforce Optimization does not preserve the relationship between CWCC users and CWCC teams.
Team is deleted	No change.

You can create new teams in Workforce Optimization and assign users to them, but these new teams are not added to CWCC.

A Workforce Optimization user can belong to only one team.

Service Queues

Workforce Optimization syncs the following Entry Points/Queues from CWCC with service queues:

Queues
Outdial Queues

When either a queue or an outdial queue data is changed in CWCC, the sync service detects it and makes several changes in Workforce Optimization. The following table summarizes these changes.

Change in CWCC	Resulting Change in Workforce Optimization
New queue is added	First, a new service queue is added. Specifically, the sync service does the following: Applies the CWCC queue name to the Workforce Optimization service queue name Applies the queue TID to the Workforce Optimization service queue ID (Read only) Gives the Workforce Optimization service queue a service queue type of Voice [Interactive] (Read only) Gives the Workforce Optimization service queue a Source ACD of CWCC Second, a new skill mapping is added. Specifically, the sync service does the following: Applies the CWCC queue name to the skill mapping name Assigns the Workforce Optimization service queue that is associated with the CWCC queue to the skill mapping and gives it a priority of 1
Queue name is changed	Applies the new CWCC queue name to the Workforce Optimization service queue name only. Workforce Optimization does not apply the new CWCC queue name to the associated Workforce Optimization skill mapping.
Queue is deleted	No change. Neither the service queue nor the skill mapping is deleted.

Change in CWCC

Resulting Change in Workforce Optimization

New queue is added

First, a new service queue is added. Specifically, the sync service does the following:

Applies the CWCC queue name to the Workforce Optimization service queue name
Applies the queue TID to the Workforce Optimization service queue ID
(Read only) Gives the Workforce Optimization service queue a service queue type of Voice [Interactive]
(Read only) Gives the Workforce Optimization service queue a Source ACD of CWCC

Second, a new skill mapping is added. Specifically, the sync service does the following:

Applies the CWCC queue name to the skill mapping name
Assigns the Workforce Optimization service queue that is associated with the CWCC queue to the skill mapping and gives it a priority of 1

Queue name is changed

Applies the new CWCC queue name to the Workforce Optimization service queue name only. Workforce Optimization does not apply the new CWCC queue name to the associated Workforce Optimization skill mapping.

Queue is deleted

No change. Neither the service queue nor the skill mapping is deleted.