Administering Webex Contact Center Virtual Classroom Live December 09, 2024

Price: $3,900

This course runs for a duration of 4 Days.

The class will run daily from 10 AM ET to 6 PM ET.

Class Location: Virtual LIVE Instructor Led - Virtual Live Classroom.

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Description

Administering Webex Contact Center (AWXCC) is a 4-day, hands-on, instructor-led training course intended for anyone requiring Day 2 support knowledge of the Webex Contact Center environment. This lab-intensive course enables learners to administer Webex Contact Center in a cloud-native environment.

The lab environment includes a production Webex Tenant environment and provides each learner with the individualized resources available within Webex Contact Center to gain experience at an individualized pace. Since the training and Customers’ production environments are similar, the positive impacts of the knowledge gained in the course will be immediately beneficial to attendees as well as the Webex Tenant organization being maintained.

Course topics include setting up accounts, navigating the Contact Center Management Dashboard, configuring basic Contact Routing Flows to establish the customer experience, and performing day-to-day operational tasks.

The course also includes advanced features that focus on creating custom call queues, defining contact attributes, utilizing digital communication channels, and creating a typical Call Center operating environment for Agents and Supervisors that incorporate Monitoring, Recording, and Reporting capabilities. Functional testing and problem isolation are included as a part of the lab environment itself.

Objectives:

Learners will gain proficiency with the Webex Contact Center Cloud-based operating environment and be able to provide Day 2 operational support in a multi-channel Tenant environment. Upon successful completion of this course, the student should gain proficiency in the following:

Describe the capabilities, architecture, licensing, and PSTN calling options of the Webex Contact Center solution
Configure Tenant Profile components, including Sites, Teams, Users, Agents, and the various types of associated profiles
Design Queues, Call Routing Strategies, and Flows to handle common inbound calls routed to the IVR and Agents
Configure skill overflow/relaxation techniques used for LAA and SBR queues
Configure Routing Strategies to accommodate Business Hours
Establish Supervisory functions, including Call Monitoring and Recording
Define the functionality of Digital Channels including Email, SMS, WebChat, and others
Generate common analytics displays and custom reports
Perform basic configuration and administration of the Webex Contact Center solution

The primary audience for this course is as follows:

Digital Platform Architects
Voice System Engineers
DevOps teams
Operations managers
Contact Center solution and training specialists
Support/Quality teams
Webex Partner systems engineers
Anyone with Day-2 responsibilities for Webex Contact Center

Course Overview

Module 1: An Introduction to Cisco Webex Contact Center

Webex Contact Center Overview
Webex Contact Center Architecture
Licensed Options
Accessing the Contact Center
PSTN Options

Module 2: Tenant Profiles

Components of a Tenant Profile
Contact Center User Types
Profile Types for Users
Skill, User, Agent, Multimedia
Including Skill Definitions
Sites and Teams
Adding Contact Center Users
Profile Associations for Various Types of Contact Center Users
Bulk Tools

Module 3: Routing Strategies and Call Flows

Overview
Dialed Numbers (DNs), Entry Points, and Queues
Routing Strategies and Audio Files
Call Flow Overview
Basic Activity Configuration for Inbound Call Flows
Advanced Activity Configuration

Module 4: Supervisory Functions

Supervisor Configuration
Call Recording
Recording Management
Call Monitoring

Module 5: IMI Digital Channels

Digital Channels Overview
Web/Live Chat
Facebook Messenger
Email
SMS
Digital Channel Flow

Module 6: Reports and Dashboards Using Visualizations

Visualizations
Reporting options
Stock Reports
Dashboards

Lab Outline:

Labs are designed to assure learners a whole practical experience, through the following practical activities:

Discovery 1-1: Navigating the Control Hub and Contact Center Portal

Explore the Webex Control Hub
Explore the Webex Contact Center Management Portal
Create an Administrative User for the Control Hub and Contact Center Portal

Discovery 2-1: Creating Profiles for Users

Create a User Profile
Create an Agent Profile
Create a Multimedia Profile
Create Skill Definitions and Skill Profiles

Discovery 2-2: Configuring Sites and Teams

Configure a Site
Configure Teams

Discovery 2-3: Provisioning Contact Center Agents

Contact Center Enable your Administrator account
Add an Agent to the Contact Center

Discovery 3-1: Defining Dialed Numbers, Extensions, Entry Points, and Queues

Observe Contact Center Dialed Numbers, add Agent Extensions
Configure and Map Entry Point to DN
Configure Longest Available Agent (LAA) Queues
Configure a Skills-Based Routing (SBR) Queue

Discovery 3-2: Creating a Call Flow to Agents

Create a Basic Call Flow
Configure a Routing Strategy
Test inbound calling to an Agent

Discovery 3-3: Adding IVR Functionality to the Call Flow

Add basic Prompt/Collect (IVR) functionality to a Call Flow
Skills Based Routing (SBR) and Relaxation
Routing Strategy considerations for Business Hours

Discovery 4-1: Configuring the Supervisor and Common Supervisor Tasks

Log in to Webex Control Hub and Make a Supervisor
Configure and Use Call Recording as a Supervisor or Administrator
Configure and Use Call Monitoring as a Supervisor or Administrator

Discovery 5-1: Loading the Three Default Flows for IMI (Instructor Demo)

Discovery 5-2: Configuring Web/Live Chat in WXCC

Create an Account on Glitch.com
Configure a Service in Webex Connect
Configure a Chat App/Asset in Webex Connect
Create an Entry Point and Queue for Chat in Webex CC
Add a Template
Create a New Chat Flow
Configure the Chat Asset in Webex Engage
Configure Chat Templates in Webex Engage

Discovery 5-3: Configuring the Facebook Messenger Channel

Create a Facebook Page
Create a Facebook App (Asset) in Webex Connect
Create an Entry Point and Queue for Facebook Messenger in Webex CC
Add and Configure the Facebook Messenger Flow to Your Service
Test Your Facebook App
Configure Facebook Templates in Webex Engage

Discovery 5-4: Configuring the Email Channel

Create an Email App (Asset) in Webex Connect
Log In to Your Student Email Box and Forward to Webex Connect
Create an Entry Point and Queue for Email in Webex CC
Add and Configure the Email Flow to Your Service
Configure Email Templates in Webex Engage
Test your Email Digital Channel

Discovery 6-1: Using Visualization to Generate Reports and Dashboards

Log into Customer Journey Analyzer and Review the Default Dashboard Reports
Customer Journey Analyzer User Interface
Access Control
Execute Stock Reports
Create a Custom Report Using a Stock Report
Create a Real-time Contact Report
Create a Real-time Agent Report
Create Chat Reports with Interval
Use Formulas and Filters
Enhanced Field Compound Visualization and Drill-down
Stock Dashboards

Prerequisites

The knowledge and skills the learner should have before attending this course are as follows:

MUST have prior knowledge of Call/Contact Center Operations and/or Administration
SHOULD have a basic understanding of Contact Routing and Reporting in an On-prem or Cloud based Call/Contact Center environment
SHOULD have familiarity with applications and services available in the Cloud
Possess multitasking skills regarding computer functionality, including the simultaneous use of the Ctrl-Tab keys
Each learner must have a PC/laptop with audio/video capability, preferably with the Webex app already installed. At least one PSTN-capable phone (cell phone) is required. Although you will be using Webex Calling for Agent functionality, access to multiple PSTN phones will augment the understanding of the Webex Contact Center environment regarding routing calls to Agents – wherever they may reside.