Webex WFO and Webex Contact Center Integration Guide with New WFM

Webex WFO and Webex Contact Center Integration Guide

For Deployments with New WFM

First Published: July 20, 2021

Last Updated: December 17, 2021

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Contents

Contents 3

Audience 5

Cisco Webex Contact Center 1.0 and 2.0 Overview 7

Introduction 9

Quality Management (QM) 9

Workforce Management (WFM) 11

Analytics 12

Advanced Reporting 13

Connecting to Cisco Webex Contact Center 15

Step 1: Gather Information from Your Webex Contact Center Provider 15

Step 2: Configure Webex Contact Center as an ACD in Webex WFO 16

Step 3: Configure the Data Server 19

Connecting to Cisco Webex Contact Center 2.0 20

Prerequisites 20

Configure Webex Contact Center 2.0 as an ACD in Webex WFO 20

Integration Details 23

Core Configuration Data 23

Users 23

Teams 24

QM Data 25

Audio Recording 25

Screen Recording 28

Contact Metadata 31

Screen Recording 32

Audience

The Webex WFO and Webex Contact Center Integration Guide Integration Guide provides details on the

following:

The integration’s available and unavailable features

High-level architecture diagram(s)

Configuration procedures

Specific integration details such as data mappings

The Webex WFO and Webex Contact Center Integration Guide Integration Guide is primarily designed

for Cisco implementation engineers and official Cisco partners who typically install and configure Webex

WFO for customers. Additionally, support engineers, sales engineers, development, marketing, and

customers can find helpful information in this guide.

Cisco Webex Contact Center 1.0 and 2.0 Overview |

Cisco Webex Contact Center 1.0 and 2.0 Overview

There are two versions of the integration between Webex WFO and Cisco Webex Contact Center (CWCC).

Those versions are CWCC version 1.0 and CWCC version 2.0. These versions are compatible with different

sets of APIs that are called CMSv1 (legacy) APIs, CMSv2 APIs (transitional APIs), and Programmatic APIs.

CMSv2 APIs, also called transitional APIs, are used to transition CWCC 1.0 customers to CWCC 2.0.

If you have CWCC version 1.0 then follow the Connecting to Cisco Webex Contact Center procedures

to configure CWCC 1.0 in Webex WFO. If you have CWCC version 2.0 follow the Connecting to Cisco

Webex Contact Center 2.0 procedures to configure CWCC 2.0 in Webex WFO.

IMPORTANT CWCC 1.0 appears in the Webex WFO product as Cisco Customer Journey

Platform.

View the tables below to learn about what products, features, and APIs are compatible and available.

Version and APIcompatibility

Version

CWCC 1.0

with legacy CMSv1 APIs

CWCC 1.0 to 2.0

with CMSv2 APIs

CWCC 2.0

with legacy CMSv1

Webex WFO QM Yes Yes*

Webex WFO Classic

WFM

Yes Yes*

Webex WFO New WFM Yes** n/a Yes

Version and feature availability

Version and

feature

CWCC 1.0

with legacy CMSv1

APIs

CWCC 1.0 to 2.0

with CMSv2 APIs

CWCC 2.0

with legacy

CMSv1 APIs

CWCC 2.0

with

Programmatic

APIs

Webex WFO QM available available available

Cisco Webex Contact Center 1.0 and 2.0 Overview |

Version and

feature

CWCC 1.0

with legacy CMSv1

APIs

CWCC 1.0 to 2.0

with CMSv2 APIs

CWCC 2.0

with legacy

CMSv1 APIs

CWCC 2.0

with

Programmatic

APIs

and Classic WFM

Webex WFO New

WFM

available** n/a available

Stereo recording n/a available available available

Screen recording

pause and resume

available n/a n/a

Audio pause and

resume

available available available

*CMSv2 APIs are used to transition CWCC 1.0 customers to CWCC 2.0.

** Available via the New WFM integration with CWCC 1.0.

All other aspects of the integration between Webex WFO and CWCC are the same for version CWCC 1.0

and 2.0. This includes the following.

Core Configuration Data

QM Data

WFM Data

Introduction

Webex WFO is a unified workforce optimization (WFO) software suite that integrates with Cisco Webex

Contact Center (formerly Cisco Customer Journey Platform) to provide call recording, quality management,

workforce management, and voice-of-the-customer (VoC) analytics. The details around the supported

integrations are listed below.

NOTE Available features are available in both Webex Contact Center version 1.0 and Webex

Contact Center version 2.0 unless otherwise stated.

Quality Management (QM)

Quality Management is the heart of the Workforce Optimization suite. It is the beginning of the data trail

which leads to the voice of the customer. Take serving your customer to the next level with a focus on

quality and engage your agents to drive retention.

Available Features

Feature Available Currently Unavailable

Webex WFO records audio X

Detection of silence and

talkover events in the

Media Player is not

supported

Webex WFO screen recording X

Webex WFO imports audio

recording

Two-hour delay before import

Webex WFO storage required for

storing audio in the cloud

Introduction | Quality Management (QM)

Feature Available Currently Unavailable

Cloud-to-cloud integration for data

transfer

Data transfer via APIs is built into the

integration

Audio recording pause and resume

See Cisco Webex Contact Center 1.0 and 2.0 Overview for

information on the current availability of, audio recording pause and

resume, screen recording pause and resume, and stereo recording.

Screen recording pause and resume

Stereo recording

Agent web recording controls and

recording controls API

X***

SAML authentication via a third-

party identity provider (IdP)

Recordings encrypted X

Speech energy events X

Detection of silence and

talkover events in the

Media Player is not

supported.

Live monitor voice X

Available via Call Monitoring in Webex

Live monitor screen X

Sync supported X

Users, Teams, and Queues

Contact metadata imported X

Supports multichannel integration X*

CRM integration X**

Introduction | Workforce Management (WFM)

*Cisco supports the import of text contacts from other sources with additional Cisco Technical Support

involvement; however, Cisco Webex Contact Center currently does not have an API for access to text

contact content. Chat and other text contacts handled in Cisco Webex Contact Center cannot be

imported into Webex WFO.

**Open product integration review.

*** Start/stop API controls are available for screen only recording. Additional Cisco Technical

Support may be required to implement any API driven screen only recording.

NOTE Tagging calls with Webex WFO custom metadata in chunk recording scenarios is not

supported.

NOTE Screen recordings are recorded in 10 minute chunks for the duration that the agent is logged

in. Screen recordings matching the times of audio received from CWCC are assembled by the

desktop client from these chunks and uploaded.

Edge Components

Component Required Not Required

Data Server X

Smart Desktop for screen recording X

Smart Desktop for all other features X

Smart Desktop on Windows OS X

Smart Desktop on Mac OS X

Workforce Management (WFM)

WFM synchronizes data for configuration purposes and historical data association. Webex WFO WFM

synchronizes historical and real-time data for use with scheduling and forecasting of the workforce.

Introduction | Analytics

Available Features

Feature Available

Currently

Unavailable

Real-time adherence data feed X

Real-time adherence data feed (omni-channel) X

Historical data feed - queue statistics X

Historical data feed - agent statistics X

Historical data feed - agent queue statistics X

Forecasting (voice) X

Forecasting (chat) X

Forecasting (email) X

Forecasting (omni-channel)

Analytics

Analytics features a repository of ready-made advanced analytics applications to help you create a big impact

without the learning curve. Unlock the goldmine of intelligence buried in your contact center and transform

every customer and agent interaction into actionable insights.

Available Features

Feature Available Currently Unavailable

Speech Analytics (Phonetics) X***

Speech Analytics (Speech-to-Text) X***

Desktop Analytics X*

Not synced with recordings

Introduction | Advanced Reporting

Feature Available Currently Unavailable

Text Analytics X**

Dashboards with drill-down X

Predictive Evaluation Score X

Predictive NPS X

Sentiment Analysis X

Agent Smart Benchmarking X

Advanced Speech Search X

*Desktop Analytics data is available in Analytics dashboards and Data Explorer. However, because of how

desktop data is processed, it is unavailable in the Media Player’s Desktop panel.

**Cisco supports the import of text contacts from other sources with additional Cisco Technical

Support involvement; however, Cisco Webex Contact Center currently does not have an API for access

to text contact content. Chat and other text contacts handled in Cisco Webex Contact Center cannot be

imported into Webex WFO.

*** In CWCC version 1.0 stereo recording is currently unavailable; therefore transcriptions are not

divided by speaker.

Advanced Reporting

Whether your data lives in silos due to structural issues or simply because your organization’s growth has

resulted in multiple, incompatible systems, Advanced Reporting allows you to break down data silos and end

the headaches of patching together vendor-, vertical-, or data type-specific reporting products.

Available Features

Feature Available Currently Unavailable

Cisco Advanced Reporting Available via custom

connector

Introduction | Advanced Reporting

The architecture diagram below shows the connection between Cisco Webex Contact Center and Webex

WFO New WFM only.

Connecting to Cisco Webex Contact Center

This section explains how to set up the connection between Cisco Webex Contact Center and Webex WFO.

Step 1: Gather Information from Your Webex Contact Center

Provider

Gather the following API information from your Webex Contact Center provider and save it in an easy-to-

access location:

Complete base URL of the Webex Contact Center API, including the protocol.

Complete base URL of the Webex Contact Center Media API, including the protocol.

Email address of the Webex Contact Center user who is authorized to access both the Webex Contact

Center API and the Webex Contact Center Media API.

API key for the Webex Contact Center API and Webex Contact Center Media API.

When you configure the ACD connection with Webex Contact Center in Webex WFO, you will need this

information to complete the Webex Contact Center API section.

If you are planning to use Webex Contact Center as an identity provider (IdP) for SAML authentication, also

gather the following information from the SAML metadata file (provided by Webex Contact Center) and

save it in the same easy-to-access location:

NOTE The following example images show Cisco Webex Contact Center 1.0 APIs.

Entity ID

EXAMPLE

The entity ID is highlighted in the following image.

Connecting to Cisco Webex Contact Center | Step 2: Configure Webex Contact Center as an ACD in Webex WFO

Single sign-on redirect URL

EXAMPLE

The single sign-on redirect URL is highlighted in the following image.

Identity provider certificate

EXAMPLE

The identity provider certificate is highlighted in the following image.

Step 2: Configure Webex Contact Center as an ACD in Webex WFO

Next, add and configure Webex Contact Center as an ACD in Webex WFO.

NOTE Webex WFO currently refers to Webex Contact Center as Cisco Customer Journey Platform.

To add Webex Contact Center as an ACD:

1. In Webex WFO, navigate to Application Management > System Configuration > ACD Configuration.

Click Add.

Connecting to Cisco Webex Contact Center | Step 2: Configure Webex Contact Center as an ACD in Webex WFO

3. In the ACD Details dialog box, configure the fields as follows.

Field Configuration

Select ACD

Select Cisco Customer Journey Platform.

Name Enter a unique name for the ACD.

Click OK.

To configure the Webex Contact Center ACD:

1. In the ACD Servers table, select your Webex Contact Center ACD.

2. (Optional) Configure the ACD Filtering section.

Field Description

Filters If you want to limit the users who are synced from the ACD, add an

ACDfilter. For example, you might configure a Team Name filter

that allows the sync of users who belong to a team that matches a

certain naming pattern. You can configure multiple ACD filters.

3. Configure the Cisco Customer Journey Platform API section as follows.

Field Configuration

Cisco Customer Journey

Platform API URL

Enter the complete base URL of the Webex Contact Center API that

you saved in Step 1, including the protocol identifier.

EXAMPLE https://rest-tenant.ccone.net/aws/api

Cisco Customer Journey

Platform Media API URL

Enter the complete URL of the Webex Contact Center Media API

that you saved in Step 1, including the protocol identifier.

EXAMPLE https://rd-tenant.ccone.net/cri/get-decrypted-

recording

User Name Enter the email address of the Webex Contact Center user that you

saved in Step 1. This user must be authorized to access the Webex

Contact Center API and the Webex Contact Center Media API.

Connecting to Cisco Webex Contact Center | Step 2: Configure Webex Contact Center as an ACD in Webex WFO

Field Configuration

API Key Enter the API key for the Webex Contact Center API and Webex

Contact Center Media API that you saved in Step 1.

Cisco Webex Contact

Center 1.0

Select if you are using Webex Contact Center 1.0 or newer. This

enables API requests specific to Webex Contact Center 1.0.

Cisco Tenant ID Enter the alphanumeric identifier of the Webex Contact Center

tenant account.

4. Configure the Synchronization Interval section as follows.

Section Description

Interval (Minutes) Enter how often (in minutes) you want the Data Server to sync users,

teams, and service queues in Webex WFO with their equivalents in

Webex Contact Center. For more information about syncing with

Webex Contact Center, see Core Configuration Data.

Minimum = 10 minutes.

5. Configure the Capture Settings section as follows.

Field Description

ACD Capture Delay Select the amount of time that you want WFM to wait before it

imports ACD statistics after an interval ends.

Enable Data Recapture (Optional) Select the check box if you want to recapture data from

the entire previous day.

If you routinely handle calls that last longer 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 of day that you want Webex WFO to recapture the

previous day’s data from the ACD.

Connecting to Cisco Webex Contact Center | Step 3: Configure the Data Server

(Optional) Select Enable RTE Messaging for Screen Recording. This allows you to record the

screens of Webex Contact Center agents who are configured for screen recording in Webex WFO.

For more information about screen recording, see QM Data.

Click Save.

Step 3: Configure the Data Server

Configure the Data Server to capture and process data from Webex Contact Center.

To configure a Data Server for a Cisco Webex Contact Center ACD:

1. In Webex WFO, navigate to Application Management > System Configuration > Data Server

Configuration.

2. Select the Data Server that you want to use for the Webex Contact Center ACD.

3. Configure the following settings.

Setting Configuration

Regional Data Server ACD

Sync Settings

Select the

Enable Sync

check box, and then move the Webex

Contact Center ACD from

Available

Assigned

Regional Data Server ACD

Capture Settings

Select the Enable Capture check box, and then move the Webex

Contact Center ACD from Available to Assigned.

Regional Data Server Real-

Time Event Settings

Select the

Enable Real-Time Events

check box, and then move

the Webex Contact Center ACD from

Available

Assigned

Media Import Server

Settings

Select the

Enable Media Import

check box, and then move the

Webex Contact Center ACD from

Available

Assigned

Click Save.

Connecting to Cisco Webex Contact Center 2.0 | Prerequisites

Connecting to Cisco Webex Contact Center 2.0

This section explains how to set up the connection between Cisco Webex Contact Center 2.0 and Webex

WFO if you are using CMSv2 APIs.

Prerequisites

Gather the following information from your Webex Contact Center provider and save it in an easy-to-access

location:

Client ID

Client Secret

Username

Complete base URL of the Webex Contact Center API, including the protocol

Complete base URL of the Webex Contact Center Media API, including the protocol

Tenant ID

Configure Webex Contact Center 2.0 as an ACD in Webex WFO

Configure Webex Contact Center 2.0 as an ACD

1. In Webex WFO, navigate to Application Management > System Configuration > ACD Configuration.

Under Select ACD, click Add.

Select Cisco Webex Contact Center 2.0 from the Select ACD drop-down list.

Connecting to Cisco Webex Contact Center 2.0 | Configure Webex Contact Center 2.0 as an ACD in Webex WFO

4. Configure the fields as follows.

Field Configuration

ACD Name Enter a unique name for the ACD.

Client ID Enter the client ID, which is a set of access credentials used to

retrieve the token code.

Client Secret Enter the client secret, which is a randomized secret value only

known to the OAuth client and the authorization server.

Username Enter your Cisco Webex Contact Center username.

API URL Enter the complete base URL of the Webex Contact Center API,

including the protocol identifier.

Tenant ID Enter the alphanumeric identifier of the Webex Contact Center

tenant account.

Interval (Minutes) 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. For more information about syncing with

Webex Contact Center, see Core Configuration Data.

Capture Delay (minutes) Sets the amount of time you want WFM to wait before it imports

ACD statistics after an interval ends.

Enable Data Recapture (Optional) Select this check box if you want to recapture data from

the entire previous day

Enable RTE Messaging for

Screen Recording

(Optional) Allows you to record the screens of Webex Contact

Center agents who are configured for screen recording in Webex

WFO. For more information about screen recording, see QM Data.

Click Save.

Integration Details

This section explains how data from Cisco Webex Contact Center integrates with Webex WFO once the two

systems are connected.

Core Configuration Data

Webex WFO syncs the following core configuration data with equivalents from Cisco Webex Contact Center

through three API requests.

Users

When Webex WFO imports a new user from Webex Contact Center, it creates a new Webex WFO user who

has a Webex Contact Center user profile.

When someone changes user data in Webex Contact Center, the sync service detects it and makes several

changes in Webex WFO. The following table summarizes these changes.

NOTE Users with a Not Active status in Webex Contact Center are not imported unless they are

restored.

Change in Webex CC Resulting Change in Webex WFO

New user is added. New user is added. Specifically, the sync service:

Applies the Webex Contact Center user’s first and last name to the

Webex WFO user’s first and last name.

Applies the Webex Contact Center user’s TID to the Webex WFO

user’s ACD ID.

Sets the Webex WFO start dates for the company and department

to the date that the sync occurred.

Assigns the Webex WFO user to the default team.

NOTE Webex WFO does not preserve the relationship

between Webex Contact Center users and teams. See

Integration Details | Core Configuration Data

Change in Webex CC Resulting Change in Webex WFO

Teams.

If the Webex Contact Center user is contact-center enabled,

assigns the default agent role to the Webex WFO user. No other

Webex WFO roles are synced with Webex Contact Center.

NOTE If you remove the agent role from a Webex WFO

user who is synced with a Webex Contact Center user who

is contact-center enabled, the agent role will be reassigned

the next time Webex WFO syncs with Webex Contact

Center.

User’s first or last name is

changed.

User’s first or last name is changed.

User is deleted. User is deactivated.

Teams

Webex WFO syncs with Webex Contact Center teams of any type (Capacity Based or Agent Based), as long

as they are active. It does not preserve the relationship between Webex Contact Center users and Webex

Contact Center teams.

When team data is changed in Webex Contact Center, the sync service detects it and makes several changes

in Webex WFO. The following table summarizes these changes.

Change in Webex CC Resulting Change in Webex WFO

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. Webex WFO does not preserve the relationship between

Webex Contact Center users and Webex Contact Center teams.

User is removed from a team No change. Webex WFO does not preserve the relationship between

Webex Contact Center users and Webex Contact Center teams.

Team is deleted. No change.

Integration Details | QM Data

You can create new teams in Webex WFO and assign users to them, but these new teams are not added to

Webex Contact Center.

A Webex WFO user can belong to only one team.

QM Data

QM allows you to monitor and evaluate how well your agents respond to the contacts that they receive.

Audio Recording

When QM is connected to Cisco Webex Contact Center, contacts are created and recorded in Webex Contact

Center.

To import a contact, Webex WFO first imports contact metadata through an API request. Then, it imports the

audio recording through another API request, matches the audio recording with the contact metadata, and

associates the contact with the agent who handled it.

When multiple agents handle a contact in Webex Contact Center (for example, when one agent transfers the

contact to another agent), Webex WFO uses metadata to segment the contact into a matching number of

contacts that it then associates with the individual agents involved. Specifically, Webex WFO determines

when agents were active on the call through Start and End timestamps and segments the contact accordingly.

Each resulting contact in Webex WFO has its own metadata and audio recording.

It can take up to two hours for Webex Contact Center to make a contact available to Webex WFO.

Sometimes, it can take longer for the audio recording associated with the contact to be uploaded.

NOTE

If you double-click a contact that does not yet have an uploaded audio recording, you receive the

following message:

Integration Details | QM Data

However, in this situation, the recording is not in delayed storage, and clicking “Restore” does not

cause the recording to be restored. The recording is available for playback only once the audio file

upload state changes from “File not yet uploaded” to “File is uploaded.”

The following sections describe how Webex WFO segments Webex Contact Center contacts that involve

consultations, transfers, or conferences.

Consultations

Webex WFO segments the Webex Contact Center contact into two contacts that have the same associated

call ID.

The first contact is associated with the agent who answered the customer’s call, and the second contact is

associated with the agent who was brought into the call for a consultation. The recording for the first contact

spans the entire length of the customer’s call. The recording for the second contact spans only the length of

time that the agents were consulting.

During consultation, Webex Contact Center records the customer only, not the agents.

EXAMPLE

Webex WFO imports a contact where Agent Braun consulted with Agent Hodges for 42 seconds.

Webex WFO segments this contact into two contacts, 29 and 30.

The recording associated with contact 29 has a duration of 00:02:21, which is the entire length of

time that Agent Braun was connected to the customer. The recording associated with contact 30

has a duration of 00:00:42, which is only the length of time that Agent Hodges was consulting

with Agent Braun.

Both recordings have the same associated call ID.

These contacts can be selected and played back one by one with the Media Player. All associated

contacts appear in the Associated Contacts tab, where they can also be selected and played back.

The following image shows the Media Player when contact 29 is selected. From the Associated

Contacts tab, contact 30 can also be selected and played back.

Integration Details | QM Data

Transfers

Webex WFO segments the Webex Contact Center contact by the number of times that it was transferred. For

each transfer, Webex WFO creates a separate contact, and it associates each contact with the agent who

handled that segment of the transferred call.

All segments of a transferred call have the same associated call ID.

EXAMPLE

Webex WFO imports a contact where Agent Braun transferred the contact to Agent Hodges.

Webex WFO segments this contact into two contacts, 27 and 28. The recording for contact 27 has

a duration of 00:00:44, which is the length of time that Agent Braun was connected to the

customer before he transferred the contact to Agent Hodges. The recording for contact 28 has a

duration of 00:01:14, which is the length of time that Agent Hodges was connected to the customer

before the contact ended.

Both recordings have the same associated call ID.

These contacts can be selected and played back one by one with the Media Player. All associated

contacts appear in the Associated Contacts tab, where they can also be selected and played back.

The following image shows the Media Player when contact 27 is selected. From the Associated

Contacts tab, contact 28 can also be selected and played back.

Integration Details | QM Data

Conferences

Webex WFO segments the Webex Contact Center contact into two contacts that have the same associated

call ID.

The first contact is associated with the agent who answered the customer’s call, and the second contact is

associated with the agent who was brought into the call for a consultation and then for a conference. The

recording for the first contact spans the entire length of the customer’s call. The recording for the second

contact spans only the length of time that the agents were consulting and on the conference call.

During the consultation, Webex Contact Center records the customer only, not the agents. During the

conference call, Webex Contact Center records both the customer and the agents.

EXAMPLE

Webex WFO imports a contact from Webex Contact Center where Agent Braun consulted with

Agent Hodges and then brought Agent Hodges into a conference call.

Webex WFO segments this contact into two contacts, 31 and 32. The recording for contact 31 has

a duration of 00:02:09, which is the entire length of time that Agent Braun was connected to the

customer. The recording for contact 32 has a duration of 00:01:00, which is only the length of time

that Agent Hodges was consulting and then on a conference call with Agent Braun.

Both recordings have the same associated call ID.

These contacts can be selected and played back one by one with the Media Player. All associated

contacts appear in the Associated Contacts tab, where they can also be selected and played back.

The following image shows the Media Player when contact 31 is selected. From the Associated

Contacts tab, contact 32 can also be selected and played back.

Screen Recording

Screen recording is captured through Smart Desktop, not Cisco Webex Contact Center.

Integration Details | QM Data

Prerequisites

Webex WFO must be connected to Webex Contact Center. This connection is configured on the ACD

Configuration and Data Server Configuration pages. See Connecting to Cisco Webex Contact Center.

In addition, for screen recording to function, you must ensure that the following features and components are

correctly configured.

Feature Configuration

Smart Desktop Webex WFO Smart Desktop must be installed and operating on the PCs

where agents log on to Webex Contact Center, and each Smart Desktop

must be configured to use RTE messaging.

RTE messaging is configured by selecting the Enable RTE Messaging

for Screen Recording check box on the ACD Configuration page for

Webex Contact Center.

RTE messaging enables connected Smart Desktop clients to record screen

recordings in ten-minute segments when a correctly-configured user logs

on to Webex Contact Center.

Webex WFO Users When Webex WFO syncs with Webex Contact Center, it imports Webex

Contact Center agents as Webex WFO users who have Webex Contact

Center user profiles. To be recorded by Smart Desktop, these users must

have the following additional configurations on the Users page:

Activate this user—Must be selected.

Roles—Must be assigned to a role that is associated with the

Record Screen permission.

Windows Login—Must be the same as the Windows login that the

Webex Contact Center agents use to log on to the PC.

Capturing Screen Recordings

The following list provides an overview of how Webex WFO captures screen recordings for Webex Contact

Center agents.

Integration Details | QM Data

1. Agent logs on to Webex Contact Center—When a user who is correctly configured in Webex WFO

logs on to Webex Contact Center on a PC where Smart Desktop is operating and configured to use

RTE messaging, Smart Desktop begins to capture screen recordings in ten-minute segments that it

saves locally. It does not yet upload any screen recordings to Webex WFO.

The screen recording segments are encrypted on the desktop. Webex WFO uses a two-factor

encryption process using Symmetric AES-CBC-256 and Asymmetric RSA-CBC-2048 to handle

authentication and encryption of screen recording files.

Smart Desktop stores these segments in the following location:

C:\Program Files (x86)\Common Files\Calabrio ONE\Desktop

2. Agent handles the contact in Webex Contact Center—This handling can include consultation,

transfers, and conferences. Webex Contact Center must be configured to record calls.

3. Webex WFO imports the contact—Webex WFO imports contact metadata first, then the audio

recording. If multiple agents handled the contact, Webex WFO uses contact metadata to segment it

into a matching number of contacts that it associates with the individual agents involved.

4. Webex WFO extracts and uploads the screen recording from the agent’s PC—Once Webex WFO

uploads and (if necessary) segments contacts from Webex Contact Center, it begins the process of

extracting and uploading matching screen recordings from the agent PCs. Webex WFO does this by

relaying the Start and End timestamps of each contact to the appropriate agent PC.

When Smart Desktop receives these Start and End timestamps, it crops and splices the screen

recording segments into a single matching screen recording. Then, it uploads screen recording to

Webex WFO, and Webex WFO associates the screen recording with the contact. Once this is

completed, the video file upload state changes from “File not yet uploaded” to “File is uploaded.” If

an agent pauses and resumes an audio recording the agent’s screen continues to record throughout the

duration of the paused audio.

Screen recording segments that are not associated with any contact are analyzed to verify that no

discrepancies have occurred, then deleted. If Smart Desktop loses its connection to Webex WFO, it

executes a recovery process when it reconnects to ensure that it creates screen recordings for all

contacts handled by the agent in the meantime.

EXAMPLE An agent handles a contact at the end of the day, then shuts down the PC before

Webex Contact Center makes the contact available to Webex WFO. When the agent turns on

the PC the next day, Smart Desktop reconnects to Webex WFO, and Webex WFO extracts

and uploads the screen recording then.

Integration Details | QM Data

5. Agent logs off of Webex Contact Center—When the agent logs off of Webex Contact Center, Smart

Desktop stops recording screen segments.

Contact Metadata

Webex WFO does not import any custom metadata from Webex Contact Center, including the following:

Call-associated data

Wrap-up codes

The following table summarizes how contact metadata from Webex Contact Center is mapped to equivalent

contact metadata in QM.

Webex CC QM

Agent Last Name, First Name

ANI Calling Number

DNI Called Number

Date Date, Time

User TID Agent ACD ID

Session ID Associated Call ID

Screen Recording | QM Data

Screen Recording

Screen recording is captured through Webex WFO Smart Desktop, not Cisco Webex CC.

Prerequisites

For screen recording to function, you must ensure that the following features and components are correctly

configured.

Feature Configuration

Smart Desktop Webex WFO Smart Desktop must be installed and operating on the PCs

where agents log on to Webex CC, and each Smart Desktop must be

configured to use RTE messaging.

RTE messaging is configured by selecting the Enable RTE Messaging

for Screen Recording check box on the ACD Configuration page for

Webex CC.

RTE messaging enables connected Smart Desktop clients to record screen

recordings in ten-minute segments when a correctly-configured user logs

on to Webex CC.

Webex WFO Users When Webex WFO syncs with Webex CC, it imports and syncs agents as

Webex WFO users who have Webex CC user profiles. Only users with

Webex CC user profiles can be screen recorded.

These users must have the following additional configurations on the

Users page:

Activate this user — Must be selected.

Roles — Must be assigned to a role that is associated with the

Record Screen permission.

Windows Login — Must be the same as the Windows login that

the Webex CC agents use to log on to the PC.

Capturing Screen Recordings

The following list provides an overview of how Webex WFO captures screen recordings for Webex CC

agents.

Screen Recording | QM Data

1. Agent logs on to a PC with Smart Desktop.

When a user who is correctly configured in Webex WFO logs on to a PC where Smart Desktop is

operating and configured to use RTE messaging, Smart Desktop begins to capture screen recordings

in ten-minute segments that it saves locally. It does not yet upload any screen recordings to Webex

WFO.

The screen recording segments are encrypted on the desktop. Calabrio uses a two-factor encryption

process using Symmetric AES-CBC-256 and Asymmetric RSA-CBC-2048 to handle authentication

and encryption of screen recording files.

Smart Desktop stores these segments in the following location:

C:\Program Files (x86)\Common Files\Webex WFO\Desktop

2. Agent handles the contact in Webex CC.

3. Webex WFO imports the contact’s audio recording and metadata.

4. Webex WFO extracts and uploads the screen recording from the agent’s PC.

Once Webex WFO uploads contacts from Webex CC, it begins the process of extracting and

uploading matching screen recordings. Webex WFO does this by relaying timestamps for each

contact to the appropriate agent PC.

When Smart Desktop receives these timestamps, it crops and splices the screen recording segments

into a single screen recording that matches the duration of the contact. Then, it uploads the screen

recording to Webex WFO.

Screen recording segments that are not associated with any contact are analyzed to verify that no

discrepancies have occurred, then deleted. If Smart Desktop loses its connection to Webex WFO, it

executes a recovery process when it reconnects to ensure that it creates screen recordings for all

contacts handled by the agent in the meantime.

EXAMPLE An agent handles a contact at the end of the day, then shuts down the PC before

Webex CC makes the contact available to Webex WFO. When the agent turns on the PC the

next day, Smart Desktop reconnects to Webex WFO, and Webex WFO extracts and uploads

the screen recording then.

5. Agent logs out.

When the agent logs out, Smart Desktop stops recording new screen segments.