Setup CEA and CEJ Widgets for Agents

Customer Experience Journey and Customer Experience Analytics can be added to Webex Contact Center as widgets. These can be easily exported from the Spaces section of Webex Experience Management .

Overview

• Customer Experience Journey (CEJ) - Displays all the past survey responses from a customer in a chronological list. This widget helps gain context about the customer’s past experiences with the business and engage appropriately with the customer. Customer Experience Journey is automatically activated when an agent engages with a customer through a call. An agent can view ratings and scores such as Net Promoter Score (NPS), and Customer Effort Score (CES) along with all other feedback collected from a customer using post-call IVR survey.

• Customer Experience Analytics (CEA) - Displays the overall pulse of the customers through industry-standard metrics such as NPS, CSAT, and CES or other KPIs being tracked within Experience Management in a dashboard within Agent Desktop.

Once added, these gadgets display the response data for CEJ and Metrics in CEA as they are setup in Webex Experience Management. Based on user’s role, CEA will display metrics relevant for the user.

How to Add CEJ & CEA to Webex Contact Center

Exporting Space ID and Metric ID for CEJ & CEA

Step 01: Navigate back to Spaces using the navigation menu on the top-left corner.

Step 02: Navigate to the space named Overall Experience using the tab or the dropdown on the top bar. The responses section is enabled by default and will be visible in this space. Click the menu button on the section header (top-right) and go to the menu labeled “Export to Cisco Contact Center”.

Note the string provided under Details for Cisco Webex Contact Center, this will be used in the Agent Desktop Layout during later steps as the Customer Experience Journey Widget (CEJ). This information is also provided on the email with subject, “Your Post-Call IVR Survey Feature Using Webex Experience Management is Ready”.

Step 03: Similarly, under Agent Dashboard space, choose Customer Experience Analytics IVR from the Metrics icon on the left, you will find an identical export icon. The two strings here will be used for the Customer Experience Analytics Widget (CEA) on the Agent Desktop.

CEA has two components, Metric ID and Space ID, as opposed to CEJ, which only has a Space ID.

Configure Desktop Layout

Download the Desktop Layout JSON file for the team to which PCS IVR needs to be enabled. The earlier copied Space ID and Metrics ID will be used for this step (also available in the email with the subject, “Your Post-Call IVR Survey Feature Using Webex Experience Management is Ready”). First ensure that the flag “wxmConfigured” is set as true.

Next scroll to the section marked with WXM_JOURNEY and enter the Space ID for the CEJ widget. The same value can be copied into the Metrics ID parameter for this section as it is arbitrary.

Scroll, towards the bottom of the file to the section marked with “Customer Experience Analytics” and provide the Space ID and Metric ID for the Agent CEA. Ensure the “metrics” flag is set as true.

Save the file and upload it. Assign the appropriate team to this layout.