Q & A from the webinar:
Q: can you post the resources links here so we can save them?
A: Sure!
http://cs.co/WebexCCDevPortal
http://cs.co/WebexCCDevFAQ
http://cs.co/WebexCCSampleCode
http://cs.co/WebexCCAppHub
http://cs.co/WebexCCDevCommunity
Q: can you share the deck/ recording of this meeting. Its super helpful.
A: Yes, it will be available in a few days on https://developer.webex.com/webinars
Q: Do we have an APIs that could be leveraged for custom WFM integration?
A: Yes, there are data APIs that can support agent WFH use cases:
https://developer.webex-cx.com/documentation/search
https://developer.webex-cx.com/documentation/agents/v1/get-agent-activities
https://developer.webex-cx.com/documentation/agents/v1/get-agent-statistics
A2: Yes, depenfding on the type of WFM integration you are looking to build, you leverage Configuration APIs, Data APIs, Recording APIs (Captures API), and more. We will have a follow-up webinar session that will address this use case in detail.
Q: Does any api tell us the skill conditions that a task is queued on i.e. Skill=1 could be the condition its queued with where it will only route to an agent with that particular skill. I would like to change the skill condition on that particular task at runtime through an api call
A: Yes, this is usually orchestrated with the flow designer tool. You can query the service queue: https://developer.webex-cx.com/documentation/contact-service-queue and route the call to the queue during runtime within the flow designer. However, today you cannot query Contact Center APIs within the designer, today. This feature is under development and please look out for release announcements!
A2: Dynamic Reskilling is supported via APIs!
Q: How reliable are webhooks? and how many API calls can you do per second, what would the rate limit be?
A: Webhooks are very reliable since you would be notified of the events as and when they are generated. API polling will mean that you will be hitting the rate limits and run into performance issues. Webhooks and WebSockets are more reliable for real-time information.
A2: Default rate limit is 50 requests per minute per client ID
Q: Is it Possible get full Report DB access through API specific to service Desk or Team, not sure about graphql
A: GraphQL is more of a look up API. However, if you are looking for a bulk export of Contact Center data, we are working on an API for that. Please do look out for our release announcements
Q: Is it possible to specify an agent to receive a call when using the create task API? We can specify the customer/destination to use as well as the origin and entry point, but we are not able to send this call to a specific agent.
A: This can be achieved by combination of API and flow builder, here is an example of how it can be achieved - https://github.com/WebexSamples/webex-contact-center-api-samples/tree/main/callback-samples/preferred-agent-callback
Q: Is it possible to use Catpure API to download recording in bulk as from a specific team or queue for a day time ?
A: yes we allow 10 at a time - and you can bulk export recordings
Q: Is there a way to get a list of all flows and entries in the flows through API?
A: Not available today, This is in the backlog - flow import/export. As of now, we can only pull the data from flow UI within portal.
Q: Is Webex Connect available in the Sandboxes?
A: Yes, Webex Connect is the default digital channel integration for the Contact Center Sandbox
Q: The scubscribe to changelog feature appears to be broken. It just opens a new tab with an xml file.
A: It is a RSS feed. You would need to integrate with your email provider to get the notifications.
Q: Will links to references given be provided? Example the article on SSO?
A: You can find those articles on our blog at https://developer.webex.com/blog
Q: Will there be a recording for this webinar?
A: Yes, the webinar will be posted on developer.webex.com/webinars.
