What’s New in Cisco Customer Journey Platform (R10)

Effortless Upgrade Path for Customers Moving from the Cisco Customer Journey Platform (R10) to the Webex Contact Center

Customers that are already using Cisco Customer Journey Platform (R10) will be able to upgrade to Webex Contact Center thanks to this capability. Customers that sign up for this product will gain access to a migration workspace once it is made available to them. The following essential skills can be found in this workspace:

• Tenant Configurations: Customers have the ability to extract administrative configuration data from their legacy tenant, convert it to a format that can be used to easily construct the same configurations in Webex Contact Center, and then export the data.
• Historical Data: Once a customer’s legacy tenants have been decommissioned and the customer has fully migrated to Webex Contact Center, the customer is able to query analyzer data that was created on their old platform.
• Call Recordings Customers can query and download call recordings that were made in their legacy platform once they have completely migrated to Webex Contact Center and their legacy tenants have been retired. This enables customers to access call recordings that were created in their legacy system.

Refer to the article titled “Migrate from Cisco Customer Journey Platform (R10) and Cisco CC-One (R9) Releases to Cisco Webex Contact Center” for further details.

Agent Desktop Enhancement

Support for Google Chrome: Google Chrome versions 88.0.4324 and higher are supported on the Agent Desktop. Because Chrome now monitors and controls how much memory an application uses, it will no longer cause the agents to become disconnected.

August 2020

“Do not share PII” Banner on Email Template Configuration Screen

By selecting the “Create Process Article” option from the menu on the Management Portal, administrators are able to design email templates that may be used by their organization’s agents. A new banner with the warning message “Do not share PII, Financial, or Health information in the email content or attachments” is displayed on the screen that is used to configure email templates.

Stereo Recording

Within a single recording file, the Stereo Recording function now offers the ability to record both the caller’s and the receiver’s audio streams independently on their own audio channels. Voice analytics are now possible, whereas they were previously impossible in mono files since the audio is combined into a single stream in those files.

Pause and Resume Feature

During the course of a call, an agent is able to use the Agent Desktop to initiate the Pause and Resume recording events. The customer activity record (also known as the CAR) is where the events are recorded and kept. Providers of WFO and WFM have access to the CAR through the use of an API. The Privacy Shield function will automatically resume recording in the event that there is a delay that is longer than the time lapse that is permitted before recording may be resumed.