wxc_sdk.telephony.cx_essentials package

class wxc_sdk.telephony.cx_essentials.CustomerExperienceEssentialsApi(session: RestSession)[source]

Bases: ApiChild

Features: Customer Assist Features: Customer Assist

Webex Customer Assist APIs provide the core capabilities of the Webex Contact Center solution. These APIs allow you to manage Customer Assist features such as supervisor configuration, agent configuration, and call queue configuration, which are distinct from the Customer Experience Basic suite.

Learn more about the Customer Assist suite.

Viewing the read-only Customer Assist APIs requires a full, device or read-only administrator auth token with a scope of spark-admin:telephony_config_read.

Modifying the Customer Assist APIs requires a full or device administrator auth token with a scope of spark-admin:telephony_config_write.

Webex Customer Experience Basic is an offering available as part of the Webex Suite or Webex Calling Professional license at no additional cost. It includes a simple and powerful set of features which are bundled together to deliver the call center functionalities. The features such as Voice Queues, skill-based routing, call queue monitoring and analytics, multi call window, and more, help users to engage with customers efficiently. Also, with our Webex Calling for Microsoft Teams integration, the Microsoft Teams users can access the features directly from Teams.

Webex Customer Assist provides the fundamental capabilities of the Webex Contact Center solution. It includes all the Webex Calling professional capabilities, Customer Experience Basic features, and some additional key features accessible through the Webex App for both agents and supervisors. The features like screen pop, supervisor experience in Webex App, and real-time and historical agent and queue view make the Customer Assist distinct from Customer Experience Basic.

Webex Customer Assist APIs allows you to manage Customer Assist features such as supervisor configuration, agent configuration, and call queue configuration, which are distinct from Customer Experience Basic.

Learn more about the Customer Assist suite Learn more about the customer Experience Basic suite

__init__(session: RestSession)[source]
callqueue_recording: QueueCallRecordingSettingsApi
wrapup_reasons: WrapupReasonApi
get_screen_pop_configuration(location_id: str = None, queue_id: str = None, org_id: str = None) → ScreenPopConfiguration[source]

Get Screen Pop configuration for a Call Queue in a Location

Screen pop lets agents view customer-related info in a pop-up window. This API returns the screen pop configuration for a call queue in a location.

Parameters:

  • location_id (str) – The location ID where the call queue resides.

  • queue_id (str) – The call queue ID for which screen pop configuration is modified.

  • org_id (str) – The organization ID of the customer or partner’s organization.

Return type:

None

base = 'telephony/config'
modify_screen_pop_configuration(location_id: str, queue_id: str, settings: ScreenPopConfiguration, org_id: str = None)[source]

Modify Screen Pop configuration for a Call Queue in a Location

Screen pop lets agents view customer-related info in a pop-up window. This API allows you to modify the screen pop configuration for a call queue in a location.

Parameters:

  • location_id (str) – The location ID where the call queue resides.

  • queue_id (str) – The call queue ID for which screen pop configuration is modified.

  • settings (ScreenPopConfiguration) – The screen pop configuration settings.

  • org_id (str) – The organization ID of the customer or partner’s organization.

Return type:

None

available_agents(location_id: str, has_cx_essentials: bool = None, org_id: str = None) → Generator[AvailableAgent, None, None][source]

List Available Agents

Return a list of available agents with Customer Assist license in a location.

Retrieving the list of available agents requires a full or read-only administrator auth token with a scope of spark-admin:telephony_config_read.

Parameters:

  • location_id (str) – Retrieve the list of avaiilable agents in this location.

  • has_cx_essentials (bool) – Returns only the list of available agents with Customer Assist license when true, otherwise returns the list of available agents with Customer Experience Basic license.

  • org_id (str) – The organization ID of the customer or partner’s organization.

Returns:

Generator yielding AvailableAgent instances

class wxc_sdk.telephony.cx_essentials.ScreenPopConfiguration(*, enabled: bool | None = None, screenPopUrl: str | None = None, desktopLabel: str | None = None, queryParams: dict[str, Any] | None = None, **extra_data: Any)[source]

Bases: ApiModel

enabled: bool | None

Enable/disable screen pop.

screen_pop_url: str | None

The screen pop URL that integrates Webex calls with other business apps like CRM, ticketing tools, and order entry systems.

desktop_label: str | None

A label for the screen pop configuration.

query_params: dict[str, Any] | None

The query parameters for the screen pop URL.

Subpackages