Reference · built on requestConnectorVoice & contact center

Webex Contact Center

Tasks, queues, agent activity, and call captures from Webex Contact Center, with webhooks through the Subscriptions API.

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About

Webex Contact Center is the cloud contact center service sold by Cisco. Its APIs are published on the Webex developer portal and served from a data center host such as api.wxcc-us1.cisco.com. An integration is authorized with OAuth 2.0 under scopes named cjp:config_read, cjp:config_write, cjp:user, and cjp-analyzer:read. Tasks, agent statistics, and queue statistics are queried through a GraphQL search, and webhooks are registered with the Subscriptions API.

Through Fibric, an operator reads tasks, agent activity, and captures, then proposes a web callback or an agent state change. A supervisor approves it, and the record shows what changed, why, and how to undo it.

This is a reference listing. It documents what Fibric would read from Webex Contact Center and what it could propose, based on the vendor's published interfaces. Fibric builds it under a managed deployment when you request it; selecting it here installs nothing.

Inputs

  • Tasks, Agent Stats, Queue Stats, Users, and Sites through the GraphQL search endpoint of the Data and Reporting API
  • Agent activities after a timestamp, filtered by agent, team, and channel type, plus Get Agent Statistics
  • Recordings and email transcripts through List Captures at /v1/captures/query
  • capture:available and agent Login, Logout, and State Change webhooks registered through POST /v1/subscriptions
  • Queues, teams, and entry points through the Configuration API

Proposed actions

  • Target capability: propose a callback through the Web Callback API
  • Target capability: propose an agent State Change between Available and Idle through the Agents API
  • Target capability: propose a queue or team configuration change through the Configuration API

Proposed actions are target capabilities. Every action runs propose-first and needs a validated deployment and the appropriate permissions.

What you can build

  • Inject a promised callback into the queue

    Draft the Web Callback API request from the agent's note, hold it for approval, then inject it once into the queue the supervisor picks.

    With Callback Promise

  • Fill a thin queue

    Compare Queue Stats from the search endpoint with the roster. When a queue runs thin, propose agents to move and ask the shift lead to confirm.

    With Intraday Balance

  • Coach from the capture

    When capture:available fires, fetch the recording, draft a coaching note against the task, and let the team lead accept, edit, or discard it.

    With Coaching Notes

  • Answer the first message faster

    Watch new chat and email tasks. When one waits past your target, propose reassignment or a state change for an available agent.

    With First Response

Requirements

  • A Webex Contact Center organization and its orgId, readable through the /people API with spark:people_read
  • An integration granted cjp:config_read for activity and captures, cjp:config_write for subscriptions, and cjp:user for agent tokens
  • The data center host for your tenant, for example api.wxcc-us1.cisco.com
  • A Control Hub role such as Full Administrator or Contact Center Service Administrator to authorize the integration
Authentication
An OAuth 2.0 integration registered on the Webex developer portal and authorized by a Control Hub administrator; access tokens last 14 days and refresh tokens 90 days.

Limits

  • Contact Center API calls are rate limited; Cisco tells integrators to handle HTTP 429 responses
  • Access tokens expire after 14 days and refresh tokens after 90 days, so a service must refresh on a schedule
  • Agent desktop operations such as Login, Logout, and State Change act for one agent, not the whole organization
  • A capture:available webhook carries a taskId and a download link; recordings are fetched afterward, not pushed

Access and pricing

Reference listing. Fibric builds the connector under a managed deployment when you request it. Your quote covers the build, capabilities, usage, and support.

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Questions and answers

How does an integration get authorized?
Register an integration on the Webex developer portal with the scopes it needs. A Control Hub administrator authorizes it through the OAuth 2.0 authorization code flow. The access token lasts 14 days and the refresh token 90 days; the orgId comes from the /people API.
How do webhooks work?
Call POST /v1/subscriptions with a name, the event types, your orgId, and a resource version. For recordings, subscribe to capture:available; the payload carries a taskId and a download link. Agent Login, Logout, and State Change events are also available as webhooks.
Which host serves the API?
A data center host, for example https://api.wxcc-us1.cisco.com/ for tenants on the US1 data center. Use the host that matches your tenant's data center for every REST and GraphQL call.
Ask about Webex Contact Center

Ask about the capabilities and requirements in this listing.

For project-specific requirements, contact Fibric.

This connector listing is developed, published, and supported by Fibric. It describes integration with Webex Contact Center through published interfaces. Third-party names and logos identify the systems an integration connects to; they are the property of their respective owners, who are not affiliated with Fibric and do not sponsor or endorse this listing. Trademark policy