Description
Duration: 4 days
Administering Webex Contact Center (AWXCC) is a 4-day, instructor-led course with an emphasis on hands-on lab work, designed for those responsible for Day 2 support of the Webex Contact Center platform. Students learn how to administer Webex Contact Center in a cloud-native environment, covering account setup, dashboard navigation, and basic contact routing flow configuration. The course also addresses day-to-day operational tasks and advanced capabilities such as custom call queues, contact attributes, and digital communication channels. By the end of the course, students will be able to build a functional call center environment for Agents and Supervisors that includes monitoring, recording, and reporting.
Target Audience
- 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
Prerequisites
- 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-premises or cloud-based Call/Contact Center environment
- SHOULD be familiar with applications and services available in the cloud
- Ability to multitask on a computer, including using keyboard shortcuts such as Ctrl-Tab simultaneously
What’s included?
- Authorized Courseware
- Intensive Hands on Skills Development with an Experienced Subject Matter Expert
- Hands on practice on real Servers and extended lab support 1.800.482.3172
- Examination Vouchers & Onsite Certification Testing – (excluding Adobe and PMP Boot Camps)
- Academy Code of Honor: Test Pass Guarantee
- Optional: Package for Hotel Accommodations, Lunch and Transportation
With several convenient training delivery methods offered, The Code Academy makes getting the training you need easy. Whether you prefer to learn in a classroom or an online live learning virtual environment, training videos hosted online, and private group classes hosted at your site. We offer expert instruction to individuals, government agencies, non-profits, and corporations. Our live classes, on-sites, and online training videos all feature certified instructors who teach a detailed curriculum and share their expertise and insights with trainees. No matter how you prefer to receive the training, you can count on The Code Academy for an engaging and effective learning experience.
Methods
- Instructor Led (the best training format we offer)
- Live Online Classroom – Online Instructor Led
- Self-Paced Video
Speak to an Admissions Representative for complete details
Learning Objectives
- 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 associated profile types
- Design Queues, Call Routing Strategies, and Flows to handle common inbound calls routed to the IVR and Agents
- Configure skill overflow and relaxation techniques for LAA and SBR queues
- Configure Routing Strategies to support Business Hours
- Set up supervisory functions, including Call Monitoring and Recording
- Describe the functionality of Digital Channels including Email, SMS, WebChat, and others
- Build common analytics displays and create custom reports
- Perform basic configuration and administration of the Webex Contact Center solution
Course Outline
Module 1: Cisco Webex Contact Center Overview
Webex Contact Center platform overview; system architecture; licensing options; accessing the Contact Center; available PSTN options.
Module 2: Tenant Profile Configuration
Tenant Profile components; 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 different user types; bulk configuration tools.
Module 3: Routing Strategies and Call Flow Configuration
Dialed Numbers (DNs), Entry Points, and Queues; Routing Strategies and audio file management; call flow fundamentals; basic activity configuration for inbound call flows; advanced activity configuration.
Module 4: Supervisor Features and Functions
Supervisor configuration; Call Recording setup; recording management; Call Monitoring.
Module 5: IMI Digital Channels
Overview of Digital Channels; Web/Live Chat; Facebook Messenger; Email; SMS; Digital Channel flow configuration.
Module 6: Reporting and Dashboards with Visualizations
Working with Visualizations; available reporting options; standard stock reports; Dashboard configuration.
