Important Notes
Rate Limits
Webex Contact Center has a rate limit in place which might block some actions taken by the agents. Read more about it here.
Wrap-Up
Wrap-Up time
Wrap-Up time can be configured in Omni-Channel or in WxCC.
The telephony system should be in an infinite Wrap-Up for all calls (including for Timed After Conversation Work).
If you use the Service Cloud Voice After Conversation Work component, the Wrap-Up time is configured in Omni-Channel and the Wrap-Up time in WxCC must be set to infinite.
Wrap-Up reason
When Wrap-Up ends and no Wrap-Up reason is selected, the Wrap-Up reason configured as default reason in WxCC is used.
Respect Agent Capacity for Voice Calls
If the Respect Agent Capacity for Voice Calls feature is enabled, Service Cloud Voice declines incoming calls if the agent's capacity is greater than 0% (for example if the agent is already working in an assigned Case).
Cisco Contact Center (CCE, CCX, WxCC) does not allow agents to decline phone calls.
Because of this, the Respect Agent Capacity for Voice Calls feature is not supported and must be disabled.
See Disable Respect Agent Capacity for Voice Calls
Enhanced Omni-Channel Routing
If the Enhanced Omni-Channel Routing feature is enabled, the gadget won't work properly. It must be disabled.