Webex Contact Center Digital Channels

Contact Center Host and Governance Bridge

This route is the Task 3 host for Webex Contact Center. It bootstraps the Cisco runtime, exposes Station Login and agent state controls, and binds chat, email, and social tasks into Decionis governance before a customer response or override proceeds.

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Runtime Bootstrap

Initialize the Webex Contact Center store with an access token and optional SDK flags, then complete Station Login before expecting active digital tasks. When Cisco's browser-safe runtime is unavailable, this still validates the bootstrap contract and preserves the same Decionis governance binding.

Decionis org IDWebex access tokenWebex SDK config JSON

Theme

Governance mode

Policy graph key

Station and Agent State

Cisco requires the agent to complete Station Login and hold a Multimedia profile with digital channels enabled before digital tasks render.

Initialize the host first. Station Login and User State mount only after the Contact Center bridge becomes available.

Digital Task Surface

The host switches between chat, email, and social scenarios. If Cisco's `DigitalChannels` widget loads, it mounts here. Otherwise, Decionis keeps a staged channel-aware fallback so governance can still be wired and reviewed locally.

Request summary

Governed actionRisk scoreAmount

Chat Task

Amina Yusuf · Web Chat

Live conversation

Customer: Can you release the payment now instead of waiting until tomorrow?

Agent draft: I can submit the override if identity and policy checks pass.

Compose area placeholder: attachments, templates, formatting, emoji, workflow trigger, and draft controls belong here once the Cisco Digital Channels widget is fully loadable.

Decionis Governance Binding

The host maps each digital task into the universal Decionis action gate with `system=webex`, `entity=contact_center_digital_task`, and `workflow_surface=webex_contact_center`.

Bound task payload

{
  "org_id": "org-id-required",
  "system": "webex",
  "entity": "contact_center_digital_task",
  "entity_id": "wxcc-chat-1001",
  "record_name": "Web Chat conversation with Amina Yusuf requesting a high-risk override",
  "action": "release_payment_hold",
  "decision_type": "override",
  "amount": 12500,
  "risk_score": 0.82,
  "channel": "webex_contact_center",
  "policy_graph_key": "webex_contact_center_chat_governance",
  "objective_profile": "WEBEX_CONTACT_CENTER_GOVERNANCE",
  "mode": "PARALLEL",
  "workflow_key": "webex_contact_center_chat_response",
  "signals": {
    "media_type": "chat",
    "channel_label": "Web Chat",
    "customer_name": "Amina Yusuf",
    "customer_email": "amina.yusuf@example.com",
    "transcript_excerpt": [
      "Customer: Can you release the payment now instead of waiting until tomorrow?",
      "Agent draft: I can submit the override if identity and policy checks pass."
    ],
    "subject": null,
    "metadata": {
      "channel_origin": "embedded_web_chat",
      "workflow_surface": "webex_contact_center",
      "customer_tier": "enterprise"
    }
  },
  "context": {
    "collaboration_surface": "webex",
    "workflow_surface": "webex_contact_center",
    "digital_channel_type": "chat",
    "digital_channel_label": "Web Chat",
    "request_summary": "Customer is requesting a same-day payment release after a failed disbursement and asks the agent to bypass the normal settlement hold.",
    "task_metadata": {
      "channel_origin": "embedded_web_chat",
      "workflow_surface": "webex_contact_center",
      "customer_tier": "enterprise"
    }
  }
}

Reviewer Scope

• Bootstrap the Cisco runtime with an access token and Contact Center config.
• Complete Station Login and verify the agent state controls load.
• Exercise chat, email, and social task surfaces.
• Run the Decionis governance binding before a response or override proceeds.
• Open the resulting Decision Dossier verification surface.

Current live boundary

Cisco's published `@webex/cc-widgets` package is not exposing a loadable Digital Channels runtime in this workspace today, and Cisco's Contact Center packages also pull Node-only modules into a standard Next.js browser bundle. This host therefore keeps the bootstrap contract, Decionis governance mapping, and the staged chat/email/social surfaces live now, while reserving explicit mount points for a future browser-safe Cisco runtime bridge.

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