Agent Settings
Starting with the 'Cheetah' release, the use of b+s Connects for ServiceNow with Cisco Webex Contact Centers is deprecated.
Instead, please use the 'Cisco Webex Contact Center' integration from Cisco for new deployments.
An agent is a ServiceNow user allowed to access b+s Connects for ServiceNow. With Agent Records, contact center specific configuration are assigned to existing ServiceNow users.
General
To create multiple agent records, please read the Agent Producer documentation to help streamline the configuration effort. Every created Contact Center Agent will get the role "x_busag_cnx.CC Agent" automatically. In order to be able to remove this role when deleting an agent, the steps under Deleting Agents will need to be completed.
Contact Center Type
The Contact Center Type of the agent. You can choose between "Finesse" for a UCC based Contact Center and "WxCC" for Webex Contact Center.
See Contact Centers
Required: No
Default value: Empty
User
The ServiceNow user that will become a Contact Center Agent.
See Bulk Agents
Required: No
Default value: Empty
Contact Center
The Webex Contact Center this agent should connect to.
See Contact Centers
Required: No
Default value: Empty
Service layout
The Service Layout this user should use.
See Service layout
Required: No
Default value: Empty
Extension
The WxCC Agent extension.
Required: No
Default value: Empty
Advanced settings
Color Theme
The color theme to use on the user interface. Valid values are light and dark.
To save eyes from fatigue, agents can choose between two different color schemes - Light and Dark.
When using light mode, the gadget will be displayed as follows:
When using dark mode, the gadget will be displayed as follows:
Required: No
Default value: Light
Enable Automatic Screen Pop
If enabled, the found participants details will automatically be opened in ServiceNow.
When enabling automatic screen pop it is also enabled in UI16, which is not recommended, as data can get lost when a call comes in and the agent is working on something.
Required: No
Default value: False
Enable Desktop Notifications
If an agent is not working exclusively within ServiceNow, incoming calls may be missed. For example when the browser is minimized or another page is being viewed.
To avoid missing incoming calls or agent state changes made by the system / supervisor, desktop notifications can be enabled.
Depending on the Browser, incoming calls can be answered directly in the desktop notification by clicking the "Answer" button.
If this feature is used, but notifications are not allowed, the gadget will display an error message where the agent can choose to either disable Desktop Notifications in the configuration, open a new page to change the sites permissions or just ignore the error. If the agent chooses to open the new page to allow Desktop Notifications and then clicks the "Notify me" button, the browser will ask for permission to display Desktop Notifications for the current page and saves the decision.
Agents must agree to this request, otherwise no desktop notifications will be displayed.
For Google Chrome see: https://support.google.com/chrome/answer/3220216?co=GENIE.Platform%3DDesktop&hl=en
For Microsoft Edge see: https://blogs.windows.com/msedgedev/2016/05/16/web-notifications-microsoft-edge/
Required: No
Default value: False