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.
THIS CLASS REQUIRES YOU TO CONNECT TO A US-BASED PHONE NUMBER. IF YOU DO NOT HAVE EXISTING ACCESS, WE RECOMMEND THE USE OF INTERVOIP.COM, A LOW-COST SIP SOLUTION THAT WILL PROVIDE ACCESS TO US-BASED NUMBERS.
To fully benefit from this course, students should have the following prerequisite skills and knowledge:
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.
Module 1: An Introduction to Cisco Webex Contact Center
Introduce the capabilities, architecture, and navigation of the Webex Contact Center solution
Webex Contact Center Overview
Webex Contact Center Architecture
Licensed Options
Accessing the Contact Center
PSTN Options
Module 2: Tenant Profiles
Demonstrate and configure the components of a Tenant Profile
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
Configure Entry Point, complex Call Routing strategies, and Call Control scripts
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
Define and demonstrate the Supervisory functions including Call Monitoring and Recording
Supervisor Configuration
Call Recording
Recording Management
Call Monitoring
Module 5: Webex Connect Digital Channels
Define the Digital Channel functionality of the Webex Contact Center environment
Digital Channels Overview
Web/Live Chat
Facebook Messenger
Email
SMS
Digital Channel Flow
Module 6: Reports and Dashboards Using Visualizations
Define the available types of Reports and Analytics for visualizations, and demonstrate the ability to generate custom reports within specified parameters
Visualizations
Reporting options
Stock Reports
Dashboards
LAB OUTLINE
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 WebEx Connect (Instructor Demo)
Log In to Webex Connect
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
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