Webex Contact Center is Cisco's cloud-based omni channel contact center platform. It routes inbound customer interactions — voice calls, chats, emails, and social messages — to agents based on configurable routing strategies. A unit of work routed to an agent is called a Task.
You can connect multiple Webex CC instances to a single Salted CX account and mix data from Webex CC with other data sources.
Supported Features in Webex CC
- Reporting on agent session activity — tracking when agents are logged in, their state (Available, Idle, Busy, Wrap Up), and time spent in each state.
- Reporting on contact (Task) handling — including inbound calls, chats, emails, and other channel interactions routed through Webex CC.
- Reporting on queue activity — understanding traffic volumes, wait times, and abandoned contacts.
- Downloading call recordings — storing telephony recordings in Salted storage for post-call analytics and quality management.
Customer Journey
Salted CX translates the following entities in Webex CC to corresponding items in the customer journey. It is useful to learn about Customer Journey Structure to better understand how Webex CC objects translate to Salted CX concepts.
| Concept in Salted | Objects in Webex CC |
|---|---|
| Customer | No customer identification via Webex CC |
| Contact | Contact. Depending on the channel, the customer's email or phone number is used both as the unique contact identifier and as the customer attribute that groups multiple contacts together. |
| Conversation | Not supported in Webex CC. Individual Tasks are not grouped at a higher level. |
| Engagement | A Task in Webex CC. Each Task represents a single customer interaction from arrival to completion. A Task produces multiple Contact Activity Records (CAR) as it moves through the contact center — IVR, queue, connection, and wrap up. Salted maps each CAR to an engagement. |
| Turn | Individual messages are extracted from the complete chat transcript. The transcript is stored as individual JSON objects. |
| Review | Not supported in Webex CC. |
Engagements
Engagements represent the individual handling segments of a customer Task. A single Task typically produces multiple Engagements as it moves through the contact center — from entry point through queue to agent handling
| Engagement Type | Description |
|---|---|
| Agent | Created for every Task segment where an agent actively handled the customer. This is the primary engagement type for agent performance reporting. Maps to a Contact Activity Record (CAR) with activity type Connected. |
| Invitation | Created when a Task is offered to an agent but the agent misses or rejects it (RONA — Redirect on No Answer). Enables identification of overloaded agents or routing issues. |
| Menu | Created for the time a Task spends in the Webex CC Flow (IVR) before reaching a queue. Useful for understanding self-service rates and flow drop-off. |
| Queue | Created for the time a Task spends waiting in a queue before being connected to an agent. Used to measure wait times and queue traffic volumes. |
Turns
Voice
A stereo audio recording file is downloaded via the Captures API. Agent and customer audio are stored as separate channels, enabling accurate voice analytics. The file is stored in Salted secure storage after download.
Chat
A structured transcript is downloaded via the Captures API. Individual messages between the agent and customer are extracted from the transcript and stored as separate turns.
Individual email messages in the thread are downloaded via the Captures API. Each message, inbound from the customer or outbound from the agent, produces a separate turn.
Metrics Overview
This section covers the base metrics available from Webex Contact Center. These metrics are derived from the Contact Session Records (CSR), Contact Activity Records (CAR), and Agent Session Records (ASR), and are used as the basis for further calculations.
| Metric | Description |
|---|---|
| Agent Engagements | Number of Tasks in which an agent was connected and handled the customer. Excludes Tasks abandoned before reaching an agent. |
| Available Time | The total time an agent spent in the Available state — ready to receive interactions. Derived from Agent Session Records. |
| Engagement Time | The time from when an agent accepted a Task (connected) to when the Task was completed or transferred. Equivalent to Handle Time excluding wrap up. |
| Menu Time | The time a Task spends in the Webex CC Flow (IVR) before entering a queue or being abandoned. |
| Invitations | Number of Tasks offered to an agent that were missed or rejected (RONA). A high invitation count relative to agent engagements may indicate routing or staffing issues. |
| Missed Invitations | Number of Tasks not answered by an agent within the configured RONA timeout. |
| Queue Engagements | Total number of Tasks that entered a queue, including those abandoned before being answered. Represents actual traffic into the queue. |
| Wait Time | The time a Task spends in a Queue before being connected to an agent. Also referred to as Queue Time. |
| Wrap Up Time | The time an agent spends in the Wrap Up (After Call Work) state following a Task. The agent is not available for new interactions during this period. |
Historical Data
Webex Contact Center retains historical data for up to 13 months. Data older than 13 months is not available via the Search API and cannot be backfilled.
Customer Survey
Webex CC has no native concept of customer feedback, CSAT or reviews. The Reviews concept in Salted CX is therefore not supported for this integration. Most organizations using Webex CC collect customer feedback via third-party tools. If customer survey data is required in Salted CX, a separate integration with the survey platform would need to be built.
Setup the Integration
This guide walks a Webex Contact Center administrator through the steps required to register a third-party application and generate the credentials it needs to access your Webex CC data via the API. All steps are performed by the administrator — the third-party application only needs to provide the list of permissions (scopes) required.
To enable integration with Webex CC follow these steps:
- Log in to https://developer.webex.com using your admin account. Navigate to My Apps → Create a New App → Integration.
Fill in the following:
- Integration Name — a descriptive name, e.g. "Salted CX Integration"
- Redirect URI - use Postman’s standard callback URL
https://oauth.pstmn.io/v1/callbackor localhost
- Scope: choose the following
Permission (Scope) What It Allows cjp:config_readGives access to read data using many of the Customer Experience APIs spark:people_readProvides read access to your users' company directory cjp:task_readGives read access to contact center task data Once saved, the Developer Portal will generate a Client ID and Client Secret. The Client ID is always visible under the integration. The Client Secret is only shown once — copy and store it securely before leaving the page.
- Complete the OAuth Flow (i.e. in Postman) using Client ID, Client Secret and Scopes selected before. The video guide provided by Webex CC https://app.vidcast.io/share/e2fc878b-9294-4830-86a5-38c77fcc5093. You need to log in using your Webex CC admin account to complete the authentication.
- Share the credentials with Salted CX. Share the following four items securely with the third-party application:
Item Where You Got It Client ID Developer Portal → My Apps Client Secret Developer Portal → My Apps Refresh Token Response from OAuth flow Data Center Control Hub → Account → Data Locations
Token Renewal
The refresh token is valid for 90 days and automatically resets each time it is used. As long as the integration is actively running, no manual renewal is required.
If the integration is inactive for more than 90 days, the refresh token will expire. To restore access, repeat Step 2 and share the new refresh token with the third-party application.
Limitations
Webex CC enforces limits on API calls that influence how much data can be loaded from Webex CC in a given time frame. These limits typically do not affect incremental loads, as these loads pull only a small volume of data.