Administering Webex Contact Center (AWXCC)

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.

Retail Price: $3,995.00

Next Date: 12/09/2024

Course Days: 4

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Course 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

Prerequisites:

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.

Learners should have the following knowledge or experience:

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

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

Course Outline:

The Administering Webex Contact Center (AWXCC) course is a 4-day, hands-on, instructor-led training intended for anyone with Day-2 responsibilities for Webex Contact Center. This lab-intensive course enables learners to administer Webex Contact Center. The course contains the following lecture and lab components.

Module 1: An Introduction to Cisco Webex Contact Center

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

Module 2: Tenant Profiles

Objective: 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
Discovery 2-1: Creating Profiles for Users
Discovery 2-2: Configuring Sites and Teams
Discovery 2-3: Provisioning Contact Center Agents

Module 3: Routing Strategies and Call Flows

Objective: 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
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

Module 4: Supervisory Functions

Objective: Define and demonstrate the Supervisory functions including Call Monitoring and Recording

Supervisor Configuration
Call Recording
Recording Management
Call Monitoring
Discovery 4-1: Configuring the Supervisor and Common Supervisor Tasks

Module 5: WebEx Connect Digital Channels

Objective: Define the Digital Channel functionality of the Webex Contact Center environment

Digital Channels Overview
Web/Live Chat
Facebook Messenger
Email
SMS
Digital Channel Flow
Discovery 5-1: Loading the Three Default Flows for WebEx Connect (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

Module 6: Reports and Dashboards Using Visualizations

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

LAB 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 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
- Stock Dashboards

Course Dates	Course Times (EST)	Delivery Mode
12/9/2024 - 12/12/2024	10:00 AM - 6:00 PM	Virtual	Enroll
1/21/2025 - 1/24/2025	10:00 AM - 6:00 PM	Virtual	Enroll
2/18/2025 - 2/21/2025	10:00 AM - 6:00 PM	Virtual	Enroll
3/17/2025 - 3/20/2025	10:00 AM - 6:00 PM	Virtual	Enroll