Client Admins can manage business divisions by creating Groups and Teams within each group. They can view a tabular format of groups with the number of teams and group admins within each group.

Groups

Client admins can perform the following actions on a group:

View Group Admins List

Follow these steps to view the group admins list:

1. Go to Client Admin Console > Groups.
   The following screen appears.

2. Click a Group under groups column to view information related to that group.
3. Click information icon (i) in the Number of Group Admins column (of a specific group) to view the list of group admins assigned to each group.

Add a Group

Follow these steps to add a group:

1. Click + - Floating Action Button on the bottom-right-corner of the Admin Console.
   The following pop-up window appears.

2. Click the Add Group icon
   The following pop-up window appears.

3. Enter the Name and Department.
4. Click ADD.
   The success message appears on the screen. The newly added group will be listed on the groups screen.

Edit a Group

Follow these steps to edit a group:

1. Click the Edit icon in the actions column of a specific group.

The following pop-up window appears.

2. Modify the required fields and click Save.
   The success message appears on the screen.

Delete a Group

To delete a group, click the Delete icon in the actions column of a specific group. A confirmation message appears on the screen, click Delete to remove the group.

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Note:

Client admin can delete only those groups that do not have teams associated with them.

Team

The client admin can perform following actions on a team:

Add a Team

A client admin can add a team to any group within a tenant.

Follow these steps to add a team:

1. Click + - Floating Action Button on the bottom-right-corner of the Admin Console.
   The following pop-up window appears.

The following pop-up window appears.

3. Enter the Team Name.
4. Select the channels that you want to activate for this team by clicking on the '+' icon beside each channel in the inactive channel list. All those channels will be moved to the active list.

5. Click Add to save the settings. The success message appears on the screen.
   You will be navigated to the Teams tab and the newly added team will be listed under the Teams tab.

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Note:

Once a channel is added/made active it cannot be made inactive.

Further, the client admin can view users, manage general settings and skills, and configure events and rules for a team.

Edit a Team

Follow these steps to edit a team:

1. Go to Client Admin > Groups.

2. Under Groups list, select the group within which the team.
   You will navigate to the following screen.

3. Click the Edit icon in the actions column of a specific team.
   The following screen appears.

4. Modify the required fields and click Save.
   The success message appears on the screen.

Delete a Team

Follow these steps to delete a team:

1. Go to Client Admin > Groups.

2. Under Groups list, select the group within which the team has to be deleted.

A pop-up with all the implications of deleting a team will appear on the screen.

3. Click Yes.
   The success message appears on the screen.

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Note:

• Team deletion request is an offline process that will be completed within a couple of minutes after the client admin deletes the team.

• Any team that has been set as a default team for an asset cannot be deleted.

• All chats along with any reports will be deleted from the system and cannot be accessed once the action is performed.

• Channel assets linked to the team will be de-linked.

• All users will be de-linked from the team.

General Settings

A client admin can manage team level settings by drill down approach to reach a particular team from the groups list.

Customer Profile Masking

Webex Engage allows client admins to maintain customer’s privacy by masking their personal information on Webex Engage. This is a team level feature that the client admin can enable. The client admin can choose to mask any of the below mentioned customer data:

• Mobile Number
• Email ID
• Customer Name
• Gender
• Locale
• Facebook Profile Picture

Once profile masking is enabled by the client admin, the respective fields are masked on the Agent Console.

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Note:

The client admins have to logout of the Webex Engage application and login again to view the applied customer profile masking settings on the chat console.

SMS Outbound Geographies

Webex Engage allows client admins to restrict the geographies where their agents can initiate chats.
The client admin should select at least one location to save the outbound geographies settings.

Agents can view the configured outbound geography settings on the initiate new chats screen while creating a chat.

Skills

Webex Engage allows client admins to categorize the agents based on skills based and the attributes assigned to them.

Add a Skill

Follow these steps to add a skill:

1. Go to Admin Console > Groups > Teams > Skills.
   The following screen appears.

2. Click Add Skill on the top-right-corner of the screen.
   The following screen appears.

3. Enter Skill Name and Description.
4. Select the Mapping Attribute and Add Condition.

5. Click Save.
   The success message appears on the screen.

Edit a Skill

To edit a skill, click Edit icon in the actions column of a specific skill. Edit the required fields and click Save. The success message appears on the screen.

Delete a Skill

To delete a skill, click Delete icon in the actions column of a specific skill. The success message appears on the screen.

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Note:

The users will not be able to delete the skills that are used in the IR rules.

Events and Rules

This feature enables client admins to configure events and rules through an easy to use interface. The admins can also use events and rules to submit chat specific data to external systems. Events are triggered manually by an agent at any point of time during the chat, whereas a Rule will trigger automatically based on the configured conditions.

Add New Event

To add a new event, follow these steps:

1. Go to Client Admin console > Groups > Teams > Events and Rules.

2. Click Add New Event on the top-right-corner of Events and Rules screen.
   The following screen appears.

3. Enter the Name of the event, and the URL in the given fields that need to be called when the event is triggered.
4. Select the method as GET/PUT/POST/PATCH/DELETE.
5. Select the type of response format in Expected Response Format field as JSON/XML/Plain text.
6. Select the checkbox Wait for Response which will disable re-triggering the same event until a response is received from the target system.
7. Select the checkbox Display Response on Chat Console which will display the response from the target system to the agent within the chat console.
8. You can choose to pass the payload via Key Value Pair or Custom Payload.
9. Select Key Value Pair radio button, the following options appear.

10. You can form encode the parameters passed in the request body by enabling Form Encode Request Body checkbox. Otherwise, you can just configure the parameters and pass them in the API requests.
11. Click Add Param, the Add Parameter pop-up window appears.

a. Select Header/Query Param/Request Body from the Pass Through drop-down list.

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Note:

When initiating a request from Webex Engage to Webex Connect, ensure to pass content-type:"application/json" in the header to consider the request payload in json format. Otherwise, it will be considered as XML format by Webex Connect.

b. Enter the Parameter Name.
c. Select the checkbox Mandatory Parameter if this parameter must be selected while triggering an event.
d. Select the Value from the drop-down list.
When you select Custom Param from the list, the following options will appear.

• Allow agent to enter value manually: This will allow the agent to enter the values manually before calling an external URL to post the data.
• Allow agent to choose from a set of predefined values: This will allow the agent to select the pre-configured values before calling an external URL to post the data.

e. Select the respective radio button and click Add to save the parameters, these are listed under the parameters field.
f. Use the Edit icon and Delete icon respectively to edit and delete the parameters.
11. Select Custom Payload radio button to pass the payload in JSON format.

12. The parameters should be surrounded by @@ and closed in curly {} braces in the data field.
13. Enter Key and Value details to pass them in the header.
14. Click Save Changes to save the configured event and a confirmation message is displayed upon successful addition.

Add New Rule

To add new rule, follow these steps:

1. Go to Client Admin console > Groups > Teams > Events and Rules.

2. Click Add New Rule on the top-right-corner of the screen.
   The following screen appears.

3. Enter the Rule Name.

3. Select the condition from the Fire When drop-down list. The rules will trigger automatically based on a certain pre-configured condition.
   The list includes the following conditions to be allowed in a Rule:

• Message arrives: Rule is triggered for an inbound message.
• Inbound message contains: Rule is triggered when an inbound message contains a configured word. On selection of this condition, a text box is displayed.

Enter the word (max 30 characters) in the given text field

• Outbound message contains: Rule is triggered when an outbound message contains a configured word. On selection of this condition, a text box is displayed
  Enter the word (max 30 characters) in the given text field.

• Chat is Put On-Hold: Rule is triggered when the chat is put on hold. Select an option, whether to trigger rule Manually or By API or By System.

• Chat off-hold:: Rule is triggered when a chat comes out of the On-hold status. Select an option, whether to trigger rule Manually or By API or By System.

• Chat is Closed: Rule is triggered when the chat is completely closed. Select an option, whether to trigger rule Manually or By API or By System.
• Chat assigned: Rule is triggered when a chat is assigned to an agent. Select an option, whether to trigger rule Manually or By API or By System.

• Chat is Flagged: Rule is triggered when the chat is flagged. On selection of this condition, a drop-down list is displayed with the description text (set of the five colors) configured on the system. Select an option, whether to trigger rule Manually or By API.

• Customer Not Attended: Rule is triggered when the chat is idle for a pre-configured duration. On selection of this condition, a drop-down list with time values such as 5/10/15/20/30/60/90 minutes are displayed. Select the time duration from the drop-down list.

• Logout by User: Rule is triggered when the agent logs out of the chat console manually.
• Logout by System: Rule is triggered when the agent logs out of the chat console automatically.
• Chat is Accepted: Rule is triggered when the agent accepts a chat.
• Agent is Idle: Rule is triggered when the agent is idle (not handling any chat).
• Chat Created: Rule is triggered automatically when a chat is created. A post request can be made (third-party URL), whenever a chat is created on Webex Engage.
• Chat Idle: Rule is triggered automatically when a chat is Idle. On selection of this condition, a drop-down list with time values such as 5/10/15/20/30/60/90 minutes are displayed.

• Chat Resume: Rule is triggered automatically when a chat is resumed.
• Chat is picked up from Queue: Rule is triggered automatically when a chat is picked from queue.
• Chat Reopened: Rule is triggered when a chat is reopened. Select an option, whether to trigger rule Manually or By API or By System.

• Message Sent: Rule is triggered when a message is sent.

4. Select the method as GET/POST/PUT/PATCH/DELETE.
5. Enter the URL in the given field that needs to be called when the event is triggered.
6. Select the type of response format in the Expected Response Format field as JSON/XML/Plain Text.
7. You can choose to pass the payload via Key Value Pair or Custom Payload.
8. Select Key Value Pair radio button, the following options appear.

9. You can form encode the parameters passed in the request body by enabling Form Encode Request Body checkbox.
10. Click Add Param, the Add Parameter pop-up window appears.

a. Enter the Parameter Name, and Value.
b. Select Header/Query Param/Request Body from Pass Through drop-down list.
c. Click Add to save the parameters. These parameters will be listed under Key Value Pair Section.
d. Team managers can Edit and Delete a key value pair by clicking Edit icon and Delete icon respectively.

11. Select Custom Payload, to pass the payload in JSON format.

12. The parameters should be surrounded by @@ and closed in curly {} braces in the data field.
13. Click Save Rule to save the configured rule. A confirmation message is displayed.
14. Rules can also be configured through JavaScript code on the parent window. To do this, turn ON the On/Off JavaScript Rule toggle on the Configure Rule page.

Additional Information

In addition to the existing parameters that can be passed from Webex Engage, a few system parameters would be passed by default as part of every request that goes out from Webex Engage. The parameters are mentioned below:

Parameters Appended to Events

• event_type : custom_event
• id (corresponds to Event ID on our system)
• transactionid (unique trace for every request)
• chatid

Parameters Appended to Rules

• event_type : {{fired_when}}
• id (corresponds to the Rule ID on our system)
• transactionid (unique trace for every request)
• chatid

Search rule/event

To search rule or event, enter the Name of the Rule or Event in the Search text box. The list is filtered and displayed based on the given search criteria.

Edit Rule/Event

Follow these steps to edit rule or event:

1. Click Edit icon corresponding to the Event or Rule name to display the related page. The Configure Event/Configure Rule page is displayed.

2. Make the required modifications, and click Save.
   The success message appears on the screen.

Delete Rule/Event

Follow these steps to delete a rule/event,

1. Click Delete icon in the actions column of an Event or Rule.

A confirmation message appears on the screen.
2. Click OK to delete the Event or Rule.
The success message appears on the screen.