Interaction Manager

To ease the process of routing calls, Webex CCE Administration Portal has a tool called Interaction Manager. It pairs the Audio Manager application with the Designer application. Together, they simplify the process of managing contact center contact flows.

Introduction to Interaction Manager Designer

Designer is a contact flow design application within the Interaction Manager. It has an intuitive drag and drop interface, allowing users to create diagrams which define how calls will flow. Using a variety of colored nodes, each with a specific function, users can design a contact flow application from beginning to end. Users can also position, connect, remove, and configure each node within the diagram.

Accessing Interaction Manager Designer

To access Designer:

1. Click Interaction Manager on the Webex CCE Administration Portal menu.
2. Select Designer when the Interaction Manager menu expands.

Additional Interaction Manager Topics

Listed below are additional topics related to the Interaction Manager tool:

• Interaction Manager Features
• Exploring the Interaction Manager Designer Interface
• Creating a Contact Flow Application
• Edit a Contact Flow Application
• Delete a Contact Flow Application
• Node Compatibility
• Node Properties
• Validate Contact Flow Application
• Correcting Validation Errors/Warnings
• Contact Flow Version Control
• Deploy Contact Flow Application to Test
• Deploy Contact Flow Application to Production
• Audit an Interaction Manager Application