Webex Contact Center Modules

After signing in to the Management Portal, click the module on the navigation bar that you want to access. If the navigation bar is collapsed, click the navigation button on the upper-left side of the Management Portal landing page to expand it. Each module is briefly described in the following table. If you can't see a module in your interface, then either you don’t have the appropriate permission to access the module, or it’s an optional module that your enterprise doesn’t have license to.

The modules that authorized users can access through the Webex Contact Center Management Portal are described in the following table.


Module	Description
Provisioning	Enables authorized users to create, view, and edit the settings that are provisioned for the enterprise. It provides access to Audit Trail, Agent Skill Report, Provisioned Items Report, and Provisioned Skills Report.
Reporting and Analytics	Enables authorized users to segment, profile, and visualize the data in contact center systems. It also helps to identify the key variables that impact productivity and desired business outcomes. For more information, see Webex Contact Center Analyzer User Guide.
Business Rules	Enables authorized users of the Analyzer module to incorporate customer data into the Webex Contact Center environment for custom routing.
Agent Desktop	Enables authorized users to access the interface for handling customer contacts.
Routing Strategy	Provides a web-based user interface for managing and configuring contact handling strategies. Authorized users can create and schedule global routing and team capacity strategies and alter them in real time in response to changes in business dynamics. For more information, see Contact Routing.
Web Callback Request Report	Enables authorized users to view information about Web callback requests. For more information, see View a Web Callback Request Report.
Call Monitoring	Enables authorized users to silently monitor the quality of service being delivered across their multisource contact centers. The power of the Webex Contact Center service lies in the unique ability to monitor any call across any site. Through a simplified web interface, users can select the queue, team, site, or agent they want to silently monitor. Authorized users can provide instructions to the monitored agent without being heard by the caller, and can join a call being monitored and participate in the conversation. For more information, see Monitor Calls.
Call Recording	Optional module that enables authorized users to record calls.
Recording Management	Optional module that enables authorized users to search for and play calls recorded through the Webex Contact Center Call Recording feature. For more information, see Recording Management.
Audit Trail	Enables authorized users to view details about provisioning changes made for their enterprise and export the data to a data analysis tool, such as Microsoft Excel. For more information, see Access Audit Trail Reports.