Overview
This article describes how administrators and authorized supervisors manage Webex Contact Center settings through Webex Control Hub, including audio prompts, broadcast messaging, agent skills, holiday lists, schedule overrides, and emergency/meeting closures.
Detailed Information
Accessing Webex Control Hub
The Webex Control Hub provides access to a module that enables supervisors to perform certain tasks outside the supervisor desktop.
1. Sign in to https://admin.webex.com/ with your UMSystem credentials.
2. Your login should land you on the Contact Center page.
3. If necessary, select Contact Center from the Services section of the left pane.
Quick Access Links and Resources
The home page of the Contact Center Portal contains quick links to additional resources and user guides, as well as Analyzer reporting.
Audio Prompts and Messaging
Audio prompts are pre-recorded messages played to callers, such as hold music and greeting messages. To upload an audio prompt, follow these steps:
1. Click Create Audio Prompt.
2. Name your prompt and provide a description.
3. Select .wav file or drag and drop it to the view.
4. Click Create in the lower right corner.
Broadcast Messaging
Use the Webex App within Supervisor Desktop to send broadcast messages to one or more people in a Webex App space. It's helpful to use this feature to address or announce things when you see them. For example, if a call queue is seeing record numbers, you can make a quick announcement, without having to leave the Supervisor Desktop interface.
Note: Webex App is disabled by default; the app must be configured to allow messaging from the Supervisor's Desktop.
1. Click on the Webex Icon 
in the header.
2. Click the message field.
3. Enter your message.
4. Click Send or press enter.
Adjusting Prompts Using Text-to-Speech
Text-to-Speech (TTS) prompts are generated dynamically from text entered in the Flow Designer, without requiring a pre-recorded .wav file. To add or edit a TTS prompt, follow these steps:
1. From Control Hub > Contact Center, choose Flows.
2. Search for the flow you would like to adjust.
3. Click 
to go to the flow designer.
4. Toggle the Edit Button in the top-right to On.
5. Click on the message you would like to change. The current message configuration will pop up on the right side of your flow.
6. Scroll down to the Prompt Section of the Message configuration form.
7. Select Add Text-to-Speech Message.
8. Type the message to be played to the caller in the selected language and voice. The field accepts two types of input- raw text, or SSML-formatted data.
9. Click Save when you are done.
Text-to-Speech Settings
The text-to-speech settings include rate and volume. Increase or decrease the numeric input to maintain the ideal rate and volume of speech.
Valid values for words per minute range from 0.25 to 4.00. The default value is 1.00.
Valid entries for volume are in the range of -96.00 decibels to 16.00 decibels. The default is 0.00.
Delete Text-to-Speech Message
In edit mode, click the trash can icon next to the message you would like to delete. Then, save changes.
Updating Agent Skills
This section outlines updating the agent skills in the agent Skill Profile from Control Hub. Follow these steps:
1. Log in to Control Hub and select Skill Profiles.
2. Skill Profiles are named with the Agent Name. Select a Skill Profile to edit the skills.
3. Adjust skill values as needed. Uncheck a skill value to remove it from the agent. The most common action is to set a new value:
- A value of 0 disables that skill but keeps the skill assigned to the agent.
- A value of 1 means the agent has the least proficiency.
- A value of 10 means the agent has the most proficiency.
- Webex Contact Center looks for agents with the highest values first, if there is a tie, the longest available agent will receive the call.
Managing Holiday Lists
Update Holiday Lists under Business Hours in Webex Control Hub. Log on to Control Hub and navigate to Business Hours -> Holiday Lists.
Note: Admin use only.
Specific Holiday settings have been setup currently for UM Hospitals and Clinics, UM Urgent Care, and MU Campus. All other contact centers that require holiday treatment will utilize Global_Holidays.
To Update a Holiday:
1. Click on the Holiday from the Holiday List.
2. Select the Holiday, click the Edit (pencil) icon to edit.
3. Update the setting in the Edit a holiday screen.
4. Click the Save button in the same screen.
5. Click Save when done in the Holiday List screen.
To Delete a Holiday:
1. Select the holiday, click the Delete (garbage can) icon.
2. Click Save when done.
Managing Schedule Overrides
Schedule Overrides temporarily modify the contact center's operating schedule outside of normal business hours (e.g., for an unplanned closure or extended hours). Follow these steps:
1. Log in to Control Hub and navigate to Business Hours -> Overrides.
Only some departments have specific overrides. Hospital Clinics sometimes have early close on certain holidays. For example, to update Early close for Hospitals...
2. Click on override.
3. Click the Edit (pencil) icon. (In this example, it would be under the 'Early Close' row).
4. Click Save on the Edit an override screen after making any changes.
5. Click the Save button on the Override screen, as well.
Note: Other departments or teams have specific overrides such as UMH_Overrides. These will need to be updated based on the specific contact center opening/close requirements for the specific department.
Managing Meeting and Emergency Closures for a Contact Center
Some departments have the abiliy to close their contact center for emergencies or meetings using Global Variables in Flow Designer. This will typically be controlled by some department supervisor or manager. Follow these steps:
To update the closure message:
1. Log in to Control Hub and navigate to Flows -> Global Variables.
2. To change the message placed during an emergency closure, click the specific variable with the name <Department Name>_Emergency_Message.
3. Update the Default value to the text that would play to the caller during the emergency closure.
4. Click the Save button when done.
To activate emergency closure of a Contact Center:
1. Click the specific variable with the name <Department Name>_Emergency_Enabled.
2. Update the Default value to True.
3. Click the Save button when done.
To deactivate emergency closure of a Contact Center:
1. Update the Default value to false.
2. Click the Save button when done.
Note: Instructions for Meeting Closures will be similar to the above two sets of instructions, except that the Global Variable for message change is <Department Name>_Meeting_Message and activation/deactivation are applied by <Department Name>_Meeting_Enabled.
Note: Do not forget to deactivate the meeting/emergency when you return the Contact Center to normal operations.
For Additional Assistance
Please call the IT Help Desk at 573-882-5000, email at techsupport@missouri.edu, or you can start a chat with an agent by selecting the speech bubble icon in the lower-right corner of the screen on this site. You may also use the Division of IT Client Portal to view a comprehensive list of DoIT resources and contact methods.