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:
The primary audience for this course is as follows:
Module 1: An Introduction to Cisco Webex Contact Center
Module 2: Tenant Profiles
Module 3: Routing Strategies and Call Flows
Module 4: Supervisory Functions
Module 5: IMI Digital Channels
Module 6: Reports and Dashboards Using Visualizations
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
Discovery 2-1: Creating Profiles for Users
Discovery 2-2: Configuring Sites and Teams
Discovery 2-3: Provisioning Contact Center Agents
Discovery 3-1: Defining Dialed Numbers, Extensions, Entry Points, and Queues
Discovery 3-2: Creating a Call Flow to Agents
Discovery 3-3: Adding IVR Functionality to the Call Flow
Discovery 4-1: Configuring the Supervisor and Common Supervisor Tasks
Discovery 5-1: Loading the Three Default Flows for IMI (Instructor Demo)
Discovery 5-2: Configuring Web/Live Chat in WXCC
Discovery 5-3: Configuring the Facebook Messenger Channel
Discovery 5-4: Configuring the Email Channel
Discovery 6-1: Using Visualization to Generate Reports and Dashboards
The knowledge and skills the learner should have before attending this course are as follows:
