The problem description: Agents complain that when they login to their Webex Contact Center desktops, they can't use the digital channels like Chat, Email, Messengers, SMS, etc. And of course they do not therefore receive any inbound contact from digital channels.
Read this post and you will know how to fix it.
The solution:
When you have this issue in your Webex CC tenant, the agents will see the digital channels greyed out in their desktops like so:
Typically, the Multimedia Profile of the User defines which channels are allowed for the agents. In the following screenshots you can see, that the agent uses Multimedia_Profile_08, and this profile enables all types of contacts: Voice, Chat, Emails and Social Channels (Facebook, etc.):
However, it is not enough just to configure a Multimedia Profile correctly. There are also some settings in the User Profile of the agent, which controls access to Webex Contact Center tools and resources. If you want to allow the agents work with the digital channels, you have to enable these channels in the User Profile too. Look at the example below:
If both Multimedia Profile and User profile settings allow the usage of digital channels, the agents will see them active on the desktops:
This issue appears only in case if the agents are configured with custom User Profiles. In default Standard Agent User Profile and Premium Agent User Profile the digital channels are allowed by default.
Hope it helps.
Hope it helps.
No comments:
Post a Comment