Overview of the lab:

In this Lab, we will go through the tasks that are required to build a Webex Experience Management connecter and use that to send a survey to customers so that they can provide feedback on their interaction with the contact center. Also, we will look at how the agent can get this feedback on their agent desktop to provide appropriate level of service to end customers. This will enhance their customer satisfaction level which will positively impact their business.

Part 1: WxM Connector setup
- 1. Identify the API key from WxM
- 2. Configure WxM connector in Control hub
Part 2: Onboarding CH Agent as WxM User
- 1. Create new Agent in CH
- 2. Complete the Agent configuration
Part 3: Enable WxM widgets in Desktop Layout
Part 4: Configure Feedback node in Flow

Introduction

Lab Objective

Explore the WxM console and its features
Edit the Desktop Layout for configuring the WxM widget
Learn how to configure a flow for geting feedback

Pre-requisites

You have completed Lab 1 - Control Hub & Admin Portal:
- You are familiar with how to create a new user in Control Hub
You have completed Lab 2 - IVR Contact Routing:
- You are familiar with creating and modifying flows
You have completed Lab 3 - Agent and Supervisor Desktops:
- You are familiar with editing and updating desktop layout JSON
You have Webex Calling installed in your mobile phone and supervisor created in Lab 1 from which you can make calls to the contact center

RECOMMENDED: To have more information and undestanding about the WxM solution, follow this online training first

Quick Links

Control Hub: https://admin.webex.com
Portal: https://portal.wxcc-us1.cisco.com/portal
Agent Desktop: https://desktop.wxcc-us1.cisco.com
WxM Console: https://cx.cloudcherry.com WxM Documentation: https://xm.webex.com/docs/webex_cc/pcs_ivr_setup

Lab Section

Due to limitation with the number of WxM tenants, all the participants will use the same tenant (Pod29) for this lab.

Account	Username	Password
WxM admin	wxmdemoadmin	Login@123
Pod29 admin	admin1pod29@email.carehybrid.com	WxCC_ASEAN2021!

Part 1: WxM Connector setup – Not need to complete it, already configured!

We have configured the WxM Connector for you.
You just need to login in Control Hub with Pod29 credentials, navigate to Services -> Contact Center -> Connectors and check that the WxM Connector is already created.
However, we recommend you to have a look to the video and configuration steps below, to get an idea of how WxM Connector is configured
For more details, review the WxM Documentation

The following video outlines the steps required to create the WxM connector. WxCC uses this connector to read the dispatches that are configured in WxM. This connector is also used to load the widgets into the agent desktop and FeedBack is triggered via the same.

1. Identify the API key from WxM

Login to the WxM console
Enter the WxM admin credentials
Dismiss informative alerts if any
In the top-left corner select CX Setup
Open the Account Settings section and navigate to Users
In the table, look for the username with **system as a suffix** in the username

Note: Webex XM automatically creates ‘Machine sub-users’ in the account to be used to integrate with any platform
Copy the username and the API Key
If the API key is not present, click on Create and then copy the key.

2. Configure WxM connector in Control hub

Login to Control Hub
Enter the Customer admin email id and the password.
Navigate to Contact Center Card
Click on Connectors
Click on Set Up on Webex Experience Management card.
Provide a unique identifier in the Name text area
Provide the WxM admin Username
Paste the API Key (copied above)
Click on Save and then Close.

Part 2: Onboarding CH Agent as WxM User

1. Create new Agent in CH

Login in the Control Hub with credentials of Pod29
Create and activate a new agent with the following naming convention: WxM_Agent_<ID>_CL@mailinator.com
Make sure you activate Webex Calling and give an extension number, like you did in Lab 1 - Control Hub & Admin Portal

2. Complete the Agent configuration

Navigate to the Tenant Portal
Create a new Team for your Agent, name it Team1_<ID>_CL
Edit your User and mark Contact Center Enabled ON
Assign the MMP_29_CL Multimedia Profile to your user
Add your team to the Q_Voice_Test_CL Queue distribution group

Part 3: Enable WxM widgets in Desktop Layout

The following video shows how the Agent Desktop Layout JSON has to be modified with the appropriate values of the WxM dashboard, so that they are loaded into the widgets. The Space ID and the Metrics ID extracted from WxM decide which widget will be loaded for the agent. This lab section assumes that you are familiar with how the agent desktop layout can be modified and applied to a team.

1. Enable wxmConfigured flag

Download the current desktop default layout of the team used by the newly created Agent.
Edit the JSON file in an editor and search for the key wxmConfigured.
If not changed already, change the value to True

Login to the WxM console with the WxM admin credentials
Enter the WxM admin credentials.
Dismiss informative alerts if any.
Navigate to the Overall Experience response page.
Click the Vertical Ellipsis on the right side of the screen and Export To Cisco Contact Center
From the information pane, copy the Space Id and update this in the Customer Experience Journey section of the layout JSON.
Since Customer Experience Journey, does not have metricsId you can use the space Id copied here as the metrics Id. Else you can copy the metrics Id of Customer Experience Analytics and paste it here (which you will get in the below steps)

Navigate to the Agent Dashboard page.
Make sure you have Customer Experience Analytics selected under Metrics tab top-left corner
Click the Vertical Ellipsis on the right side of the screen and Export To Cisco Contact Center
From the information pane, copy the Space Id and update this in the Customer Experience Analytics section of the layout JSON.
From the information pane, copy the Metrics Id and update this in the Customer Experience Analytics section of the layout JSON.
Save this JSON file and upload it in the appropriate layout used by the Test Agents Team.
Now if you login as an agent and test Voice interactions, you will be able to access both the Customer Experience Analytics widget and Customer Experience Journey widget.

4. Check Widgets in Agent Desktop

Login in the Agent Desktop with the recently created agent credentials
Confirm that the WxM widgets are visible on Agent Desktop.

Part 4: Configure Feedback node in Flow – Don’t change the logic of the flow!

We have created the Flow and configured the Feedback node for you.
Login in the Tenant Portal, navigate to Routing Strategies and open the WxM_Feedback_Flow to see how the Flow Diagram is buit. DO NOT change the logic of the flow, since the pod is shared with all partners
You can also see the video and the Configure Feedback Node section to know the configuration steps needed.
THE VIDEO EXPLAINS HOW TO CONFIGURE EMAIL/SMS FEEFBACK. For IVR Feedback configuration, follow the steps written below.

The video does a quick demo on how the Feedback node should be implemented such that the caller receives an email with the survey link after completion of the call. The same steps can be followed to trigger an SMS with the survey link to the call ANI.

1. Configure IVR Feedback Node

Login to portal with admin credential and navigate to Routing Strategy
Click on Flows and open the WxM_Feedback_Flow
Create 2 custom variables and hardcode values that will be used as Customer ID and Email.
Under Main flow, ensure that a Global_FeedbackSurveyOptin variable is given TRUE value either by menu choice or prompt for customer to opt-in.
Navigate to Event Flows and Drag the Feedback V2 note from the library on the left and connect it the AgentDisconnected event
Within the Feedback V2 settings on the right-hand side, select the Survey Method as Voice based, and choose the survey named “Contact Center IVR Feedback”
Under the Set Language button, select English (US) from the drop-down.
From the drop-down select appropriate values for Customer ID (custom variable), Email (custom variable) and Phone Number (NewPhoneContact.ANI)
Validate the flow and publish it.

2. Test Voice interaction and confirm that voice survey is forwarded to the ANI

Login in the Agent Desktop with the recently created agent credentials
Trigger a voice call from the Webex Calling app to the Dial Number mapped to the Entry Point: +14402308308
End the call from the Agent Desktop and select a Wrap-Up option
A voice surver should be played in the caller user phone
Complete the voice survey dialing a number in the Webex Calling app from where you made the call
After testing the call interaction move the Agent to non-Available status, so the rest of attendees can also complete this task

3. Validate that the survey filled by the caller is recorded properly in WxM

Login to the WxM console
Enter the WxM admin credentials.
Navigate to the Overall Experience dashboard and ensure that the feedback you provided is recorded

Lab 7: Webex Experience Management