By Mike Keutzer | 55 Min Video

You will learn how to create a custom analyzer report and embed it into the agent/supervisor desktops by modifying the desktop layout JSON file.

Desktop Layout Overview

• Teams, personas, CC Desktop, .json layout overview

Personalize Desktop Layout

• Custom header/logo, Webex Chat, Screen Pop

Add Reporting Widgets to Desktop Layout

• iFrame Widgets, Single/Multiple reports per page

Watch more videos like this on our YouTube Channel. 

Focus and Objectives

• Guides administrators through tailoring Webex Contact Center interfaces via JSON layout configuration.

Detailed Content

• Desktop Layout Overview – Defines teams, roles, and JSON schema for layout design.
• Branding Elements – Demonstrates adding headers, custom logos, and embedded Webex Chat.
• Screen Pops and UX Enhancements – Integrates contextual screen pop elements during call interactions.
• Reporting Integration – Adds real-time or static iFrame reporting widgets for dashboards.
• Hands-On JSON Demo – Step-by-step editing of layout files and live preview of changes.
• Maintenance Best Practices – Advice on managing versions and rollout strategies across teams.

Instructor Bio:

Mike Keutzer has been involved in information systems for almost 30 years. His IT career started in the Marine Corps where he spent 8 years as a computer technician working on radar defense systems. He carried that experience to 20+ years of work in the private sector. After leaving the military Mike spent time working as a technician maintaining computers and printers, managing and supporting Mainframe, AS/400, Novell, UNIX, Mac, and Windows networks –mostly within the world of Contact (Call) Center environments.

In 2019, Mike finished the development of the current (v11) Enterprise Chat & Email course for Cisco, which has a successful following. Plans are underway to upgrade the course to v12. Speaking of CCE v12, Mike was involved in revamping the UCCE courseware content. Six newly updated CCE courses were added to the Cisco repository, all based on Packaged CCE (PCCE).