slug: webex provider: Webex generated_by: planning/capability-mapping/scripts/classify_capabilities.py model: claude-opus-5 frame: - Telecommunications min_confidence: 0.7 capability_model: source: https://github.com/vincentmakes/turbo-ea-capabilities license: CC-BY-4.0 attribution: Turbo EA Capabilities by Vincent Verdet — Turbo EA, https://github.com/vincentmakes/turbo-ea-capabilities, CC BY 4.0 notice: NOTICE edge_count: 29 edges: - tag: Agents spec_file: webex-agents-api-openapi.yml capability_id: BC-430.30 capability_id_l1: BC-430 capability_name: Contact Centre Operations Management confidence: 0.85 evidence: POST /v1/agents/login Login; PUT /v1/agents/session/state State Change; GET /v1/agents/statistics Get Agent Statistics reason: Agent login/logout, session state, buddy lists and agent statistics are core contact-centre operations control, clearly BC-430.30. - tag: 'Features: Call Queue' spec_file: webex-features-call-queue-api-openapi.yml capability_id: BC-430.30 capability_id_l1: BC-430 capability_name: Contact Centre Operations Management confidence: 0.8 evidence: POST /telephony/config/locations/{locationId}/queues createCallQueue Create Call Queue or Customer Assist Queue; schemas AvailableAgentListGetObject, CreateSupervisorObject, ListSupervisorAgentStatusObject reason: Call queues with agents, supervisors, announcements, night service and overflow handling are the operating configuration of a contact centre, matching BC-430.30 (contact centre running, workforce management, telephony). Some ambiguity remains because it is delivered as PBX configuration rather than day-to-day centre operations. - tag: 'Features: Customer Assist' spec_file: webex-features-customer-assist-api-openapi.yml capability_id: BC-430.30 capability_id_l1: BC-430 capability_name: Contact Centre Operations Management confidence: 0.8 evidence: POST /telephony/config/cxEssentials/wrapup/reasons Create Wrap Up Reason; GET /telephony/config/locations/{locationId}/cxEssentials/agents/availableAgents List Available Agents; PUT .../cxEssentials/screenPop Update Screen Pop Configuration reason: Wrap-up reasons, agent availability and screen-pop configuration against queues are canonical contact-centre agent-desktop and operations constructs, fitting BC-430.30. Residual ambiguity is only whether it belongs under contact-centre operations versus inquiry management. - tag: Identity Organization spec_file: webex-identity-organization-api-openapi.yml capability_id: BC-620.20 capability_id_l1: BC-620 capability_name: Identity & Access Management confidence: 0.8 evidence: PATCH /identity/organizations/{orgId}/authenticationConfig Update Organization Authentication Configuration Settings; PATCH .../passwordPolicy Update Organization Password Policy; POST .../actions/generateOtp Generate OTP reason: Operations configure organisational authentication settings, password policy and generate one-time passcodes for users — squarely identity and access management. - tag: Journey - Customer Identification API spec_file: webex-journey-customer-identification-api-api-openapi.yml capability_id: BC-420.10 capability_id_l1: BC-420 capability_name: Customer Data Management confidence: 0.8 evidence: POST /admin/v1/api/person/merge/workspace-id/{workspaceId}/primary-person-id/{primaryPersonId} mergeAliases Merges Identities to a Primary Identity; getPersonbyAliases Search for an Identity via aliases reason: Creates persons, adds/removes identities and aliases, and merges them into a primary identity in the Journey Data Service — identity resolution and golden-record maintenance for customers. - tag: SCIM 2 Groups spec_file: webex-scim-2-groups-api-openapi.yml capability_id: BC-620.20 capability_id_l1: BC-620 capability_name: Identity & Access Management confidence: 0.8 evidence: POST /identity/scim/{orgId}/v2/Groups Create a group reason: SCIM 2.0 group provisioning endpoints under /identity/scim with PostGroup, PatchGroup, GroupMemberObject schemas — standard directory-federation and user/group lifecycle provisioning, which is squarely Identity & Access Management. - tag: SCIM 2 Users spec_file: webex-scim-2-users-api-openapi.yml capability_id: BC-620.20 capability_id_l1: BC-620 capability_name: Identity & Access Management confidence: 0.8 evidence: POST /identity/scim/{orgId}/v2/Users Create a user ... DELETE /identity/scim/{orgId}/v2/Users/{userId} Delete a user reason: 'SCIM 2.0 user provisioning: create, search, update, and delete organisational user accounts with AccountStatusObject, RoleObject and ManagerResponseObject. This is directory/identity account lifecycle (joiners-movers-leavers) — Identity & Access Management. Some chance a grader would prefer HR/master-data framing, hence 0.8.' - tag: Auto CSAT spec_file: webex-auto-csat-api-openapi.yml capability_id: BC-430.50 capability_id_l1: BC-430 capability_name: Customer Feedback Management confidence: 0.75 evidence: GET /organization/{orgid}/v2/auto-csat 'List Auto CSAT resource(s)'; 'Create a new Auto CSAT mapped Question' reason: Configuration of automated customer-satisfaction scoring and its survey questions in the contact centre — customer feedback/voice-of-customer measurement. - tag: Tasks spec_file: webex-tasks-api-openapi.yml capability_id: BC-430.10 capability_id_l1: BC-430 capability_name: Customer Inquiry Management confidence: 0.75 evidence: POST /v1/tasks/{taskId}/accept Accept Task; POST /v1/tasks/{taskId}/wrapup Wrap Up Task; POST /v1/tasks/{taskId}/transfer Transfer Task; schema TaskQueue reason: From the contact-center definition, a 'Task' is a customer interaction handled by an agent — accept, hold, resume, reject, transfer, wrap up, with queue and telephony/callback params. This is inbound contact handling and routing/resolution (Customer Inquiry Management); some ambiguity versus contact-centre operations proper. - tag: Emergency Services Settings spec_file: webex-emergency-services-settings-api-openapi.yml capability_id: BC-2700.40 capability_id_l1: BC-2700 capability_name: Emergency Services Management confidence: 0.72 evidence: '"Get a Location''s RedSky Emergency Calling Parameters", "Create a RedSky Building Address and Alert Email for a Location", "Get the Organization Compliance Status for a RedSky Account"' reason: 'Configuration of E911/emergency calling: dispatchable location addresses, emergency callback numbers, call notification and regulatory compliance status. This directly realises emergency-call routing and location delivery mandated by regulators, even though it is exercised by an enterprise Webex Calling admin.' - tag: Multimedia Profile spec_file: webex-multimedia-profile-api-openapi.yml capability_id: BC-430.30 capability_id_l1: BC-430 capability_name: Contact Centre Operations Management confidence: 0.72 evidence: published in webex-contact-center-openapi.json; POST /organization/{orgid}/multimedia-profile Create a new Multimedia Profile; schema MultimediaProfileChannelDTO reason: Contact-centre configuration entity defining per-channel media handling profiles assigned to agents/teams, hosted in the contact center API. That is contact-centre operational setup, hence Contact Centre Operations Management; confidence tempered because the operations are generic config CRUD. recovered_from: capability-edges-sweep.json - tag: User Profiles spec_file: webex-user-profiles-api-openapi.yml capability_id: BC-620.20 capability_id_l1: BC-620 capability_name: Identity & Access Management confidence: 0.72 evidence: GET /organization/{orgid}/v3/user-profile/{id}/acl Get specific User Profile ACL by ID; schemas UserProfilePermissionsDTO, AccessControlListDTO reason: Contact-centre 'user profiles' here are granular-access permission bundles with ACLs — access-rights administration, which is Identity & Access Management rather than HR profiles. recovered_from: capability-edges-sweep.json - tag: Agent Personal Greeting Files spec_file: webex-agent-personal-greeting-files-api-openapi.yml capability_id: BC-430.30 capability_id_l1: BC-430 capability_name: Contact Centre Operations Management confidence: 0.7 evidence: POST /organization/{orgid}/agent-personal-greeting 'Create a new Greeting File'; published in webex-contact-center-openapi.json reason: Configuration of contact-centre agent greeting/prompt media assets within an organisation — part of running contact centre operations. Sub-capability choice is somewhat coarse, hence moderate confidence. - tag: Authorizations spec_file: webex-authorizations-api-openapi.yml capability_id: BC-620.20 capability_id_l1: BC-620 capability_name: Identity & Access Management confidence: 0.7 evidence: GET /authorizations 'List authorizations for a user'; DELETE /authorizations 'Delete authorization of org and client ID'; GET /authorizations/tokenExpiry 'Get expiration status for a token' reason: Administration of OAuth authorisations/tokens granted by users to client applications, including revocation — access management. Partly technical auth plumbing, so confidence is moderate rather than high. recovered_from: capability-edges-gap.json - tag: Auxiliary Code spec_file: webex-auxiliary-code-api-openapi.yml capability_id: BC-430.30 capability_id_l1: BC-430 capability_name: Contact Centre Operations Management confidence: 0.7 evidence: POST /organization/{orgid}/auxiliary-code 'Create a new Auxiliary Code'; AuxCodeBulkExportDTO reason: Auxiliary (idle/wrap-up) reason codes are contact-centre agent state administration configuration, part of contact centre operations management. - tag: BroadWorks Billing Reports spec_file: webex-broadworks-billing-reports-api-openapi.yml capability_id: BC-2660 capability_id_l1: BC-2660 capability_name: Telecom Billing & Revenue Management confidence: 0.7 evidence: 'POST /broadworks/billing/reports Create a BroadWorks Billing Report; schemas: BillingReportsListResponse, ListReport' reason: Generation and retrieval of billing reports for BroadWorks service-provider partners consuming Webex calling — i.e. telecom billing/revenue data production. Sub-capability is ambiguous between billing operations and wholesale settlement reporting, so only the L1 is asserted. - tag: BroadWorks Subscribers spec_file: webex-broadworks-subscribers-api-openapi.yml capability_id: BC-4240.30 capability_id_l1: BC-4240 capability_name: Subscription Provisioning confidence: 0.7 evidence: Provision a BroadWorks Subscriber; Precheck a Broadworks Subscriber Provisioning; Remove a BroadWorks Subscriber reason: Provisioning, updating and removing subscriber service entitlements for a partner-sold service = subscription provisioning/lifecycle. Some ambiguity vs tenant user provisioning. recovered_from: capability-edges-sweep.json - tag: Bulk Manage SCIM 2 Users and Groups spec_file: webex-bulk-manage-scim-2-users-and-groups-api-openapi.yml capability_id: BC-620.20 capability_id_l1: BC-620 capability_name: Identity & Access Management confidence: 0.7 evidence: 'POST /identity/scim/{orgId}/v2/Bulk User bulk API; schema: BulkUser' reason: SCIM 2.0 bulk operations on users and groups under an organisation's identity endpoint — standard identity lifecycle/account provisioning, i.e. identity and access management rather than any industry-specific capability. - tag: Business Hour spec_file: webex-business-hour-api-openapi.yml capability_id: BC-430.30 capability_id_l1: BC-430 capability_name: Contact Centre Operations Management confidence: 0.7 evidence: GET /organization/{orgid}/business-hours List Business Hours resource(s); published in webex-contact-center-openapi.json reason: Configuration of business-hours / working-hours resources within the Webex Contact Center configuration API, used to drive contact routing and availability — part of running contact centre operations. - tag: Call Monitoring spec_file: webex-call-monitoring-api-openapi.yml capability_id: BC-430.30 capability_id_l1: BC-430 capability_name: Contact Centre Operations Management confidence: 0.7 evidence: POST /v1/monitor/{taskId}/bargeIn BargeIn Request; GET /v1/monitor/sessions Fetch Monitoring Sessions (webex-contact-center-openapi.json) reason: Supervisor silent-monitoring, barge-in and hold over agent tasks in the Webex Contact Center API — supervision activity inherent to contact centre operations management. - tag: Callbacks spec_file: webex-callbacks-api-openapi.yml capability_id: BC-430 capability_id_l1: BC-430 capability_name: Customer Service Management confidence: 0.7 evidence: POST /v1/callbacks/organization/{orgId}/scheduled-callback "Schedule a Callback"; schemas CallbackSchedule, ScheduleCallbackRequest — part of the Webex Contact Center API reason: Scheduling and managing customer callbacks in a contact centre is customer contact handling. Mapped at L1 (Customer Service Management) because the evidence does not clearly separate inbound inquiry handling from contact-centre operations tooling. - tag: Campaign Manager spec_file: webex-campaign-manager-api-openapi.yml capability_id: BC-430.30 capability_id_l1: BC-430 capability_name: Contact Centre Operations Management confidence: 0.7 evidence: POST /v1/dialer/campaign "Start Campaign Request", DELETE /v1/dialer/campaign/{campaignId} "Stop Campaign Request", schema CallProgressAnalysisParamsRequest reason: Starting/stopping dialer campaigns with call-progress analysis is outbound contact-centre dialing operation, i.e. contact centre operations management for this collaboration/CC vendor. recovered_from: capability-edges-sweep.json - tag: Contact Service Queue spec_file: webex-contact-service-queue-api-openapi.yml capability_id: BC-430.30 capability_id_l1: BC-430 capability_name: Contact Centre Operations Management confidence: 0.7 evidence: GET /organization/{orgid}/contact-service-queue List Contact Service Queues; getSkillBasedCSQsBySkillProfileIdAndUserIdContactServiceQueue List skill-based Contact Service Queues by skill profile ID and user ID reason: Definition and administration of contact service queues with skill profiles, call-distribution groups and agent groups — the core routing configuration of a contact centre. Contact Centre Operations Management is the best fit; some ambiguity versus Customer Inquiry Management (inbound routing) keeps confidence moderate. - tag: Entry Point spec_file: webex-entry-point-api-openapi.yml capability_id: BC-430.30 capability_id_l1: BC-430 capability_name: Contact Centre Operations Management confidence: 0.7 evidence: Operations tagged Entry Point across ... webex-contact-center-openapi.json; "Create a new Entry Point", schema EntryPointDTO with FlowOverrideSettingDTO reason: Entry Points are the contact-centre inbound contact entry/routing configuration objects in Webex Contact Center, managed per organisation. That is contact centre operations configuration. Confidence moderate because the surface is generic CRUD-over-config (bulk save, purge inactive) and the business meaning rests on the contact-center spec provenance. recovered_from: capability-edges-sweep.json - tag: Estimated Wait Time spec_file: webex-estimated-wait-time-api-openapi.yml capability_id: BC-430.30 capability_id_l1: BC-430 capability_name: Contact Centre Operations Management confidence: 0.7 evidence: GET /v1/ewt getEwt Get Estimated Wait Time (webex-contact-center-openapi.json), schema EWTApiResponse reason: Estimated wait time for queued contacts is a contact-centre queue-management metric, so it realises contact centre operations. Single thin operation, hence moderate confidence. recovered_from: capability-edges-sweep.json - tag: Journey - Profile Creation & Insights API spec_file: webex-journey-profile-creation-insights-api-api-openapi.yml capability_id: BC-420.10 capability_id_l1: BC-420 capability_name: Customer Data Management confidence: 0.7 evidence: '"Historic Progressive Profile View by Template Name", "createTemplate Create Template" for /profile-view-template, schemas "ProgressiveProfileViewModel", "ProfileResponse"' reason: Builds and reads unified customer profile views (progressive profiles) per person/identity from journey data — customer data/profile management within CRM. Templates are configuration of those profile views rather than a separate capability. recovered_from: capability-edges-sweep.json - tag: Numbers spec_file: webex-numbers-api-openapi.yml capability_id: BC-2640.30 capability_id_l1: BC-2640 capability_name: Numbering Resource Management confidence: 0.7 evidence: POST /telephony/config/locations/{locationId}/numbers Add Phone Numbers to a Location; PUT ... Manage Number State in a location; POST /telephony/config/actions/validateNumbers/invoke Validate Phone Numbers reason: Operations administer telephone numbering resources — adding numbers to locations, managing number state, validating numbers, listing organisation numbers — which is stewardship and assignment of numbering resources to services. Confidence tempered because this is enterprise-side administration within a cloud calling service rather than regulator-facing numbering stewardship. - tag: Skill spec_file: webex-skill-api-openapi.yml capability_id: BC-430.30 capability_id_l1: BC-430 capability_name: Contact Centre Operations Management confidence: 0.7 evidence: POST /organization/{orgid}/skill createConfig_3 Create a new Skill ... SkillDTO, EnumSkillValueDTO (webex-contact-center-openapi.json) reason: Definition and maintenance of contact-centre skills used for skill-based routing of agent work, part of running contact-centre operations. Framed as generic config CRUD, and it could alternatively be read as workforce competency data, so held at 0.7. - tag: Skill Profile spec_file: webex-skill-profile-api-openapi.yml capability_id: BC-430.30 capability_id_l1: BC-430 capability_name: Contact Centre Operations Management confidence: 0.7 evidence: POST /organization/{orgid}/skill-profile createConfig_4 Create a new Skill Profile ... ActiveSkillDTO reason: Manages contact-centre skill profiles (sets of active skills assigned to agents) that drive routing and staffing — contact-centre operations configuration. Generic config-CRUD framing keeps confidence moderate.