Welcome to Webex Engage New Admin Console. This manual provides an overview of the latest version of the Webex Engage enhancements. It also outlines the benefits of using these enhanced features.

What's New

What's new section lists the advantages of using the enhanced Webex Engage features:

• Better performance: The new version uses React library that ensures faster load times that guarantee better user experience and higher application performance.
• Intuitive tables: Rendering of data in tables is now faster. The new table structure is user-friendly, with filtering capabilities that allow you to filter and sort tables with respect to any column.
• Table filters: Better user control by allowing you to filter table with intuitive AND/OR filters.
• Interactive admin dashboard: New clickable cards with relevant metrics for selected teams. View charts and tables for a particular metric and switch between metrics with ease.
• Additional permissions for Group Administrators: Ability to manage teams and group level tags.
• Add teams quickly: The Add floating button available on the bottom-right corner of the admin console is removed. Instead, users can add teams and groups directly from the respective groups and teams screens.
• Fixed bottom bar: A fixed save button bar is always visible on the screen without scrolling to the end of the page. This button provides a faster call to action for users.
• Notifications: A new inline error with each user input will help the user recognize errors faster and improve efficiency.
• Consistency among components: With the help of React library, we have maintained consistency among drop-downs, toggle buttons, tables, tabs, user feedback notifications and errors. The consistency provides a memorable experience for the users so they can rely on recognition over recall.

Getting started with Webex Engage new version

Login to the Webex Engage and navigate to Client Admin console. You can access the new version of Webex Engage by clicking the Try New Version button on the top-right corner of the application. Upon clicking on the Try New Version, you will navigate to the react version Admin Console Dashboard screen.

The adminstrative users have the privilege to manage the following modules on the react application:

• Dashboard
• Groups
• Users
• Assets

Across Modules

The following updates can be observed across all the modules:

Table Filter

Table filters help to filter the Teams table data.

To filter table data, follow these steps:

1. Navigate to Groups (Admin Console > Groups).
2. Click Add Filter drop-down list. The following list appears on the screen.

3. Select a column from the Add Filter drop-down list.

4. Select a filter criterion from the relevant drop-down list and click Apply.

The respective filter results will appear on the screen.

The respective filter results will appear on the screen.

5. You can further apply filters to the results by using +AND or +OR FILTER filter options and build a query as mentioned in the above steps.

Table Sorting

The table sorting helps to sort the Groups results columns in ascending and descending order.

To sort the results table, click the arrow icons beside each column header. Click the up arrow to sort in descending order and the down arrow to sort in ascending order.

Click the Clear Filters button beside the Add Filters fields to reset or clear the existing filters. The application will clear the filters.

Hide/Show Filters

The hide filters help to hide or show the existing filter options on the Groups screen.

Click the Hide Filters button beside the filter options to hide the existing filters. Click the Show Filters button to view the current filters on the Groups screen.

Customise Display of Table

The Customise Display helps you select a specific list of columns you want to preview in the table results.

To view customized table results of the groups, follow these steps:

1. Navigate to Admin Console > Groups > Select a Group > General Tab.
2. Click the Customise Display drop-down on the top-right corner of the results table.
3. Choose the required columns from the list by selecting the checkboxes adjacent to each column name.
4. You can instantly view the results on the screen by checking and unchecking the checkboxes.

Similarly, you can even customize the table results of the teams under the Teams tab.

You can scroll through the table results by clicking on the pagination on the bottom-right corner of the General and Teams pages.

Additional privileges for the group administrators

View Groups

You can view the list of configured groups on the groups screen. You can even filter and sort the table results on the groups screen.

Group Admins

You can view the list of group admins configured for a team under the General tab (Client Admin Console > Groups). You can view the Group Name and Department details on the top of the Groups screen and the list of Group Admins in the results table.

Manage Teams

You can perform add, edit, and delete actions on the Teams page.

Add a Team

To add a team, follow these steps:

1. Navigate to Teams tab (Admin Console > Groups > Select a specific team > Teams).

2. Click Add Team on the top-right corner of the screen.
   The following pop-up window appears on the screen.

4. Enter the Team Name.
5. Click + icon beside each channel in the inactive section to activate the channel for this team. All the selected channels will move to the active section.

6. Click Add. The new team will be listed on the Teams screen and a success message appears on the screen.

General Settings

You can manage common team level settings under the general settings tab.

Customer Profile Masking

You can mask the customer's information that you want to be masked on the application.

To mask the customer's information:

1. Navigate to Client Admin Console > Groups >Teams > Select a Team > General Settings > Customer Profile masking.

2. Turn ON the Enable Data Masking? toggle.

3. Select the required checkboxes beside the customer's information that you wish to mask on the application.
4. Click Save.

SMS Outbound Geographies

SMS outbound geographies helps the group admins to restrict the geographies that an agent can initiate a chat.

To configure geographies for an agent, follow these steps:

1. Navigate to Client Admin Console > Groups >Teams > Select a Team > General Settings > SMS Outbound Geographies.

2. Select the locations from the drop-down list and click Save.

Settings

You can manage common settings of a specific group under the settings tab.

Tags

Tags are the labels that you can assign to a chat to categorize and sort the chats. Webex Engage now enables group admins to configure tags for the teams configured under a group.

You can add and make a tag active under the Tags tab. Agents can use these predefined tags configured for a team to tag a chat on the chat console based on the context of the chat conversation. You can view the active tags by default in all the teams, and team managers will not have the privilege to disable these tags in individual teams.

Add a Tag

To add a tag, follow these steps:

1. Navigate to the Settings tab (Client Admin Console > Groups > Select a Group).

2. Enter a tag name in the Active field and click Add Tag.
3. Click Save Changes.
   Once the tag is added, it will be available in all the teams under a group.

Disable a Tag

To disable an Active Tag, click Delete icon beside a tag in the Active Tag section and Click Save Changes. This tag is deleted from the Active Tag section and moved to Inactive Tag section.

Re-activate a Tag

To activate an inactive tag, click + icon beside a tag in inactive tags section and Click Save Changes. The tag will be moved to Active Tag section.

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Note

Team managers cannot manage the tags created by group administrators.

Edit a Team

To edit a team, follow these steps:

1. Navigate to the Teams tab (Client Admin Console > Groups > Select a Group > Select a Team).
2. Click the Edit icon in the Actions column of a specific team.
3. Edit the required fields and click Save.
   The success message appears on the screen.

Dashboard

The dashboard is categorized into the following interactive cards:

• Conversations
• Workforce

Conversations

You can view the list of chats that are in Open status under the conversations tab. The open chats are further classified into Queued, Active (awaiting response from Agent or Customer), and On Hold status. Each of the above metrics is a clickable card that, based on user selection, populates the chart (displaying Chat status vs. Time Comparison) and table on the Dashboard screen.

You can split the chats by Team and Skills available inside the chart as clickable chips. You can switch between views of the team chart – displaying Chat status vs. Time, comparing Teams and Count of chats, or skill chart – showing Chat status vs. Time, comparing Skills and Count of chats.

The table results display Chat ID, Customer ID, Message, Elapsed Time, First Response Time, Handled Time, Last Updated, and Assignee. The information is displayed in a tabular format with capabilities to customize table display, filter, or sort data as desired.

Workforce

The workforce provides a snapshot of the agents work performance for the selected teams. You can view the list of Available(accepting chats) and Unavailable Agents(not accepting chats) on this screen. You can click the respective cards for detailed information about the agents in the team. You can select up to 20 teams from the Teams drop-down on the top-right corner of the screen and view the agents performance in these teams.

You can view Agent Name, Agent ID, Current Status, Time in Status, Chats Created, Chats Active, Chats Closed, Unique Customers Served, Total In Time, Avg. Response Time, Avg. First Response Time, Avg. Handling Time and Last Updated. The information is displayed in a tabular format with capabilities to customize table display, filter, or sort data as desired.

Teams Selection

The multi-select teams drop-down is identical for both Conversations and Workforce tabs. You can select a maximum of 20 teams from any tab and click Apply. Based on the selection, the results will populate in both tabs. The teams are aligned under their respective groups, with visible checkboxes beside each team name. You can also perform a quick search by typing the team name in the search bar available at the top of the Teams drop-down list. Click Clear Selection in the bottom-left corner of the Teams drop-down list to clear the existing filters.

Surveys

The client admin users can manage customer and agent surveys that help capture feedback from customers and agents. You can share these surveys with multiple teams while configuring them.
To know more about surveys, navigate to Surveys section.