Chapter 8: WxCC Operations & Support¶

Day-2 Operations for Webex Contact Center¶

8.1.1 Support Model¶

Tier	Team	Scope	Hours
L1	Help Desk	Agent login issues, password resets, basic troubleshooting	24x7
L2	CC Operations	Queue management, flow changes, reporting, agent config	Business hours
L3	Voice Engineering	Entry Points, integrations, Dialogflow, complex issues	On-call
L4	Cisco TAC	Platform issues, defects, escalations	24x7 (contracted)

8.1.2 Key Contacts¶

Role	Primary	Backup	Contact
CC Operations Manager	[Name]	[Name]	+91-XXXXX
Voice Engineering Lead	[Name]	[Name]	+91-XXXXX
WxCC Administrator	[Name]	[Name]	+91-XXXXX
Help Desk	Team Queue	-	helpdesk@abhavtech.com
Cisco TAC	-	-	TAC Case Portal

8.1.3 Administrative Access¶

Portal	URL	Purpose	Access
Control Hub	admin.webex.com	Tenant admin, users, licenses	Full Admin
WxCC Management Portal	portal.wxcc-us1.cisco.com	CC configuration	CC Admin
Analyzer	analyzer.wxcc-us1.cisco.com	Reporting, dashboards	CC Admin, Supervisors
Agent Desktop	desktop.wxcc-us1.cisco.com	Agent operations	All agents
Dialogflow CX	dialogflow.cloud.google.com	Virtual Agent "Abhi"	Voice Eng

8.2.1 Real-Time Monitoring¶

Supervisor Desktop - Key Metrics:

Metric	Location	Target	Alert Threshold
Agents Available	Team View	Per shift staffing	< 80% of scheduled
Calls in Queue	Queue Stats	< 10	> 20
Longest Wait Time	Queue Stats	< 60s	> 120s
Service Level (30s)	Dashboard	85%	< 75%
Abandonment Rate	Dashboard	< 4%	> 8%

Monitoring Cadence:

Frequency	Action	Owner
Continuous	Real-time dashboard monitoring	Supervisors
Hourly	Service Level check	CC Operations
Daily	Performance summary review	CC Operations Manager
Weekly	Trend analysis, capacity review	Voice Engineering

8.2.2 Analyzer Dashboards¶

Dashboard	Purpose	Audience	Refresh
Contact Center Overview	High-level KPIs	Management	15 min
Queue Performance	SL, AHT, abandonment by queue	Supervisors	Real-time
Agent Performance	Agent stats, occupancy	Supervisors	Real-time
Virtual Agent Analytics	Containment, intents, escalations	CC Ops	Daily
Recording Compliance	Recording status, PCI compliance	Compliance	Daily

8.2.3 Alerts Configuration¶

Alert	Condition	Notification	Recipient
High Queue Volume	> 25 calls waiting	Email + SMS	Supervisors
Low Agent Availability	< 50% available	Email	CC Ops Manager
Service Level Breach	< 70% for 15 min	Email + SMS	CC Ops Manager
Entry Point Down	No calls for 10 min	SMS + Call	Voice Eng (P1)
Recording Failure	Recording errors	Email	Compliance

8.3.1 Agent Desktop Issues¶

Issue	Symptoms	Resolution
Login Failure	"Unable to sign in" error	1. Verify Webex license assigned 2. Check SSO/Azure AD 3. Clear browser cache 4. Try incognito mode
No Calls Arriving	Agent available but no calls	1. Verify correct Team assignment 2. Check skill profile 3. Verify queue assignment 4. Check Entry Point routing
Audio Issues	One-way audio, no audio	1. Check Webex Calling extension 2. Verify headset connection 3. Test with Webex App directly 4. Check network/firewall
State Stuck	Can't change state	1. Refresh browser 2. Logout/login 3. Check for hung calls in system 4. Escalate to L2
Screen Pop Not Working	Salesforce not popping	1. Verify SF connector status 2. Check OAuth token 3. Verify ANI format 4. Check SF user permissions

8.3.2 Call Flow Issues¶

Issue	Symptoms	Resolution
IVR Not Playing	Silence on call connect	1. Check Entry Point -> Flow mapping 2. Verify flow is published 3. Check audio prompt files 4. Review flow error logs
Wrong Queue Routing	Calls to wrong queue	1. Verify flow menu logic 2. Check skill requirements on queue 3. Verify agent skill profiles 4. Test flow in debug mode
Virtual Agent Failure	Abhi not responding	1. Check Dialogflow CX status 2. Verify GCP service account 3. Check WxCC connector 4. Review Dialogflow logs
After Hours Not Working	Calls during closed hours	1. Verify business hours schedule 2. Check timezone settings 3. Review holiday calendar 4. Test flow conditions
Callback Failure	Callbacks not triggering	1. Check callback queue config 2. Verify outbound ANI 3. Check agent availability 4. Review callback logs

8.3.3 Integration Issues¶

Issue	Symptoms	Resolution
Salesforce Down	No screen pop, CTI errors	1. Check SF service status 2. Verify OAuth credentials 3. Re-authenticate connector 4. Contact SF admin
Dialogflow Timeout	VA delays, escalation failures	1. Check GCP quotas 2. Verify network connectivity 3. Check intent response times 4. Review Dialogflow metrics
Recording Failure	Missing recordings	1. Check WFO service status 2. Verify recording policy 3. Check storage capacity 4. Review compliance settings

8.3.4 Quick Diagnostic Commands¶

Control Hub Health Check: 1. Navigate: Services -> Contact Center -> Overview 2. Verify: Service Status = "Operational" 3. Check: Recent alerts and notifications

Flow Debug Mode: 1. Navigate: Contact Center -> Flows -> [Flow Name] 2. Click: Debug 3. Enter test number and trace call path

Agent State Audit: 1. Navigate: Analyzer -> Agent Reports 2. Run: Agent State History 3. Filter by agent and time range

8.4.1 Severity Definitions¶

Severity	Definition	Examples
P1 - Critical	Complete service outage	All Entry Points down, no calls routing, platform unavailable
P2 - High	Major feature impacted	Recording failure, one Entry Point down, VA completely down
P3 - Medium	Single component issue	One queue not routing, single agent login issue, reporting delay
P4 - Low	Minor issue	Cosmetic UI issue, non-critical feature request

8.4.2 Escalation Matrix¶

Severity	Response	Resolution	Internal Escalation	Cisco TAC
P1	15 min	2 hours	Immediate to IT Director	Severity 1 case
P2	30 min	4 hours	1 hour to Voice Eng Lead	Severity 2 case
P3	2 hours	8 hours	Normal process	Severity 3 case
P4	4 hours	48 hours	Normal process	As needed

8.4.3 Cisco TAC Engagement¶

When to Open TAC Case: - Platform issues not resolvable internally - Suspected software defect - Performance degradation with no clear cause - Feature not working as documented

TAC Case Information Required: - Organization ID (Control Hub -> Account) - Entry Point / Queue / Flow names - Timestamp of issue (UTC) - Error messages / screenshots - Steps to reproduce - Business impact statement

TAC Portal: mycase.cloudapps.cisco.com

8.5.1 Change Categories¶

Category	Examples	Approval	Window
Standard	Add agent, skill update, prompt change	CC Ops Manager	Business hours
Normal	New queue, flow modification, integration change	Change Board	Maintenance window
Emergency	Production fix, outage resolution	IT Director	Immediate

8.5.2 Change Process¶

Step	Action	Owner
1	Submit change request (ServiceNow)	Requester
2	Impact assessment	Voice Engineering
3	Approval (per category)	Approver
4	Schedule change window	CC Operations
5	Execute change	Voice Engineering
6	Validate and test	QA / CC Ops
7	Close change request	Requester

8.5.3 Maintenance Windows¶

Window	Day	Time (IST)	Duration	Scope
Weekly	Sunday	2:00 AM - 5:00 AM	3 hours	Minor changes, updates
Monthly	1^st Sunday	12:00 AM - 6:00 AM	6 hours	Major changes, upgrades
Emergency	As needed	Minimal impact time	Varies	Critical fixes only

Mumbai 24x7 Consideration: Coordinate with night shift supervisor; ensure minimum staffing during maintenance.

8.6.1 Daily Tasks¶

Task	Owner	Time	Procedure
Review overnight alerts	CC Ops	8:00 AM	Check email, Analyzer alerts
Service Level check	CC Ops	9:00 AM	Review previous day SL
Agent attendance reconciliation	Supervisors	9:30 AM	Compare logins vs schedule
Queue health check	CC Ops	10:00 AM	Verify all queues active
Recording spot check	Compliance	11:00 AM	Sample 5 recordings

8.6.2 Weekly Tasks¶

Task	Owner	Day	Procedure
Performance report generation	CC Ops	Monday	Run weekly KPI report
Agent scorecard review	Supervisors	Tuesday	QM evaluations
Capacity planning review	CC Ops Manager	Wednesday	Forecast vs actual
Flow/prompt change deployment	Voice Eng	Sunday	During maintenance window
Backup verification	IT Ops	Friday	Verify config exports

8.6.3 Monthly Tasks¶

Task	Owner	Procedure
License reconciliation	WxCC Admin	Compare assigned vs active
Security access review	IT Security	Audit admin access
Compliance audit	Compliance	Recording retention, PCI
Performance trending	CC Ops Manager	Month-over-month analysis
Dialogflow intent review	Voice Eng	VA performance optimization

8.7.1 Standard Reports¶

Report	Frequency	Audience	Delivery
Daily Operations Summary	Daily	CC Ops Manager	Email 8 AM
Weekly KPI Dashboard	Weekly	Management	Email Monday
Agent Performance	Weekly	Supervisors	Analyzer
Queue Performance	Weekly	CC Ops	Analyzer
Virtual Agent Analytics	Weekly	Voice Eng	Dialogflow Console
Monthly Executive Summary	Monthly	IT Director	PowerPoint

8.7.2 Key Performance Indicators¶

KPI	Target	Calculation	Source
Service Level (30s)	85%	Calls answered ≤30s / Total calls	Analyzer
Average Handle Time	5.5 min	(Talk + Hold + Wrap) / Calls	Analyzer
First Call Resolution	82%	Resolved first call / Total calls	Survey + CRM
Abandonment Rate	< 4%	Abandoned / (Answered + Abandoned)	Analyzer
CSAT	4.⅗	Survey responses	Post-call survey
VA Containment	35%	VA resolved / VA interactions	Dialogflow
Agent Occupancy	72%	Handle time / Available time	Analyzer

8.7.3 Custom Report Requests¶

Request Process: 1. Submit request via ServiceNow (Report Request category) 2. CC Ops reviews feasibility 3. Voice Eng builds if custom development needed 4. Schedule report delivery

8.8.1 Failover Scenarios¶

Scenario	Impact	Automatic Recovery	Manual Action
WxCC Regional Outage	All calls impacted	Cisco DR (automatic)	Monitor, engage TAC
Webex Calling Outage	Agent phones down	Cisco DR	Failover to mobile
Dialogflow Outage	VA unavailable	Flow skips VA node	Monitor GCP status
Salesforce Outage	No screen pop	None	Agents use manual lookup
Internet Outage (Site)	Site agents offline	None	Activate WFH agents

8.8.2 WFH Contingency¶

Requirement	Configuration
VPN	GlobalProtect connected
Softphone	Webex App with Calling license
Agent Desktop	Browser-based (Chrome)
Network	Minimum 5 Mbps up/down
Headset	USB headset required

Activation: CC Ops Manager authorizes WFH; agents login from home using standard credentials.

8.8.3 Emergency Contact Tree¶

IT Director
    +-- CC Operations Manager
            +-- Supervisor (Mumbai)
            |       +-- Mumbai Agents (120)
            +-- Supervisor (Chennai)
            |       +-- Chennai Agents (30)
            +-- Supervisor (London)
            |       +-- London Agents (15)
            +-- Supervisor (New Jersey)
                    +-- NJ Agents (10)

8.9.1 Agent State Codes¶

State	Code	Description	Max Duration
Available	AVL	Ready for calls	-
Not Ready	NR	Not taking calls	15 min (alert)
Not Ready - Break	NR-BRK	Scheduled break	15 min
Not Ready - Lunch	NR-LUN	Lunch break	60 min
Not Ready - Training	NR-TRN	Training session	120 min
Not Ready - Meeting	NR-MTG	Team meeting	60 min
On Call	OC	Active call	-
Wrap-up	WRP	Post-call work	120 sec (auto)

8.9.2 Disposition Codes¶

Code	Description	Queue
SALE_COMPLETE	Sale completed	Sales
SALE_CALLBACK	Callback scheduled	Sales
SALE_NOINTEREST	No interest	Sales
SUP_RESOLVED	Issue resolved	Support
SUP_ESCALATED	Escalated to L2	Support
SUP_CALLBACK	Callback scheduled	Support
BILL_PAYMENT	Payment taken	Billing
BILL_DISPUTE	Dispute logged	Billing
TECH_RESOLVED	Tech issue fixed	TechSupport
TECH_TICKET	Ticket created	TechSupport

8.9.3 Common Procedures - Quick Steps¶

Add New Agent: 1. Control Hub -> Users -> Add User 2. Assign Webex Calling + Contact Center license 3. Contact Center -> Agents -> Create Agent Profile 4. Assign Team, Skill Profile, User Profile 5. Agent logs in to desktop.wxcc-us1.cisco.com

Update Agent Skills: 1. Control Hub -> Contact Center -> Provisioning -> Skill Profiles 2. Select profile or create new 3. Update skill values 4. Assign to agent(s)

Modify Flow (Minor): 1. Contact Center -> Flows -> Select flow 2. Make changes in Flow Designer 3. Validate flow 4. Publish flow 5. Test with sample call

Add Holiday: 1. Contact Center -> Provisioning -> Business Hours 2. Select schedule 3. Add holiday date 4. Save and verify flow handles correctly

Document References¶

Reference	Description
Chapter 3 v2.0	WxCC Design (source of truth)
Chapter 6 v3.0	Implementation Procedures
Chapter 7 Phase 2	Migration Execution
WxCC Admin Guide	help.webex.com/en-us/article/n4jgze8
Analyzer User Guide	help.webex.com/en-us/article/n1qj7x4
Cisco TAC Portal	mycase.cloudapps.cisco.com