Implementing, Designing, and Deploying Webex Contact Center

Outline

Module 1: Webex Contact Center Overview
• Lesson 1: Webex Contact Center Overview
Provides an introduction to the Webex Contact Center architecture, features, and core capabilities.

• Lesson 2: Sites, Teams, Entry Points, and Queues
Explains how organizational entities define call routing, supervision, and reporting structures.

• Lesson 3: Webex Contact Center Control Hub Portal
Covers how administrators manage users, licenses, and integrations through Control Hub.

• Lesson 4: Webex Calling Overview
Reviews how Webex Calling integrates with Contact Center for voice routing and PSTN connectivity.

Module 2: Webex Contact Center Management Portals
• Lesson 1: System Requirements
Outlines the hardware, software, and network prerequisites for Management Portal access.

• Lesson 2: Sign in to Management Portal
Describes the login process, authentication options, and role permissions.

• Lesson 3: Management Portal Components
Introduces the interface layout and tools available for administration.

• Lesson 4: Cisco Analyzer Portal
Explains how to use Analyzer for reporting and operational insights.

• Lesson 5: BRE Portal
Covers the Business Rules Engine for defining policies and automated actions.

Module 3: Provisioning Webex Contact Center Tenant Settings
• Lesson 1: Tenant Settings
Details global configuration parameters for tenant operation and branding.

• Lesson 2: Security
Covers authentication, encryption, and compliance settings to protect data.

• Lesson 3: Voice Settings
Explains voice routing, codec preferences, and PSTN configurations.

• Lesson 4: Digital Settings
Describes the configuration of digital channels such as chat and social media.

• Lesson 5: Agent Desktop
Introduces desktop customization, interface options, and agent experience.

• Lesson 6: Integrations
Shows how to link external CRM and productivity systems with Contact Center.

• Lesson 7: Bulk Operations
Demonstrates how to perform mass updates using import and export tools.

• Lesson 8: Add-ons
Covers optional licensed features such as recording and WFO integrations.

• Lesson 9: Cloud Connect
Explains how Cloud Connect services extend Contact Center capabilities.

Module 4: Deploying Customer Experience
• Lesson 1: Channels and Entry Points
Explores how customers initiate contact and how channels are configured.

• Lesson 2: Queues
Describes how queues manage customer waiting and routing logic.

• Lesson 3: Inbound Telephony Queues
Covers setup and optimization for inbound voice traffic.

• Lesson 4: Outbound Telephony Queues
Explains configuration for outbound campaigns and callbacks.

• Lesson 5: Inbound Chat Queues
Defines how chat sessions are routed to available agents.

• Lesson 6: Outbound Chat Queues
Covers proactive chat outreach and engagement configurations.

• Lesson 7: Inbound Email Queues
Describes email flow handling and prioritization settings.

• Lesson 8: Inbound Social Channel Queues
Explains social media channel integration and message routing.

• Lesson 9: Business Hours
Outlines how operating schedules influence routing and availability.

• Lesson 10: Audio Files
Covers uploading and assigning audio prompts for IVR and announcements.

• Lesson 11: Call Recording Schedules
Explains how to configure when and how calls are recorded.

• Lesson 12: Surveys
Shows how to create post-call surveys for customer feedback.

Module 5: Webex Contact Center User Management
• Lesson 1: Sites
Defines geographic and organizational site structures for administration.

• Lesson 2: Skill Definitions
Explains how to create skill attributes for routing and reporting.

• Lesson 3: Skill Profiles
Covers building reusable skill sets for agent assignments.

• Lesson 4: Teams
Introduces team creation and supervisor assignments.

• Lesson 5: Manage Access in Webex Contact Center
Shows how to assign roles and control user permissions.

• Lesson 6: Licensing
Describes license types and assignment procedures.

• Lesson 7: Adding Users
Explains methods for adding new users manually or in bulk.

• Lesson 8: Contact Center Users
Details configuration and activation of contact center agents.

• Lesson 9: Administrator Roles and Privileges
Defines admin-level permissions and management scopes.

• Lesson 10: Webex Groups
Covers using groups for managing access and feature policies.

Module 6: Optimizing Desktop Experience
• Lesson 1: Desktop Experience Overview
Provides an overview of the Webex Contact Center agent desktop interface.

• Lesson 2: Multi-media Profiles
Explains how to configure profiles for voice, chat, and email handling.

• Lesson 3: Outdial Automatic Number Identification (ANI)
Describes how to assign outbound caller IDs for campaigns.

• Lesson 4: Edit an Outdial ANI
Shows how to modify existing outbound number configurations.

• Lesson 5: Manage Desktop Layouts
Covers creating and assigning interface layouts for agents.

• Lesson 6: Custom Desktop Layouts
Explains how to design unique layouts for specific teams.

• Lesson 7: Dial Plans
Introduces creation of dial rules for outbound and internal calls.

• Lesson 8: Create a Dial Plan
Demonstrates the process of defining new dial patterns.

• Lesson 9: Edit a Dial Plan
Explains how to adjust dial plan parameters.

• Lesson 10: Delete a Dial Plan
Shows how to safely remove unused dial plans.

• Lesson 11: Address Books
Covers how to create contact directories for agents.

• Lesson 12: Create an Address Book
Walks through building a new agent address book.

• Lesson 13: Edit an Address Book
Explains how to update contact entries in an existing list.

• Lesson 14: Delete an Address Book
Shows how to remove obsolete contact directories.

• Lesson 15: Desktop Profiles
Defines agent profiles that determine desktop behavior.

• Lesson 16: Work Types
Introduces task classifications for reporting and routing.

• Lesson 17: Auxiliary Codes
Covers use of auxiliary states for agent activity tracking.

Module 7: Webex Flow Designer
• Lesson 1: Flow Designer Overview
Provides an introduction to flow creation and call logic design.

• Lesson 2: Advanced Features and Enhancements
Explores advanced components and reusable flow modules.

• Lesson 3: Best Practices
Covers design standards for maintainable and scalable flows.

Module 8: Digital Channels
• Lesson 1: About Digital Channels
Explains the role of digital channels in omnichannel contact centers.

• Lesson 2: Setting Up Digital Channels
Walks through enabling chat, email, and social channels.

• Lesson 3: Channel-specific Prerequisites
Identifies requirements for each supported digital platform.

• Lesson 4: Configure Flows for Digital Channels
Shows how to design flows for digital interactions.

• Lesson 5: Supported Attachment File Types for Digital Channels
Lists allowable file types and attachment policies.

• Lesson 6: Variables Support for Digital Channels
Explains variable handling within digital flows.

• Lesson 7: Implement Skills-based Routing and Contact Priority for Digital Channels
Describes routing logic and prioritization for digital contacts.

Module 9: Call Monitoring
• Lesson 1: Monitoring Overview
Introduces supervision capabilities within Contact Center.

• Lesson 2: Monitoring Calls
Explains how supervisors listen to live agent interactions.

• Lesson 3: Coach an Agent
Covers whisper coaching during live calls.

• Lesson 4: Barge In on a Call
Describes how to join calls for escalation or assistance.

• Lesson 5: Viewing Call Monitoring Information
Shows where to access monitoring logs and reports.

Module 10: Call Recording and Management

• Lesson 1: Call Recording and Management Overview
Explains the purpose and architecture of recording services.

• Lesson 2: Create or Edit a Recording Schedule
Shows how to define when recordings occur.

• Lesson 3: Deleting a Recording Schedule
Explains how to remove or replace outdated schedules.

• Lesson 4: Recording Management Overview
Covers management of recorded files and storage policies.

• Lesson 5: Search for and Play Recordings
Demonstrates how to locate and review recordings.

• Lesson 6: Assign and Remove Tags
Explains how to organize recordings using metadata.

• Lesson 7: Search Attributes
Describes searchable fields for locating recordings efficiently.

Module 11: Troubleshooting Cisco Webex Contact Center

• Lesson 1: Management Portal Problems

Introduces methods for diagnosing configuration and access issues within the Management Portal.

• Lesson 2: Reporting Management Portal Issues to Customer Support
Covers best practices for documenting and escalating Management Portal issues to Cisco support.

• Lesson 3: Troubleshooting Desktop Problems
Teaches how to resolve agent desktop performance, connectivity, and feature-related issues.
• Lesson 4: Endpoint Log Collection
Shows how to capture and analyze endpoint logs for faster problem identification.
• Lesson 5: Troubleshooting Call Routing
Explains how to diagnose routing failures and misconfigurations in voice and digital flows.
• Lesson 6: Troubleshooting: PSTN Calling
Focuses on isolating and resolving PSTN connectivity and quality issues.
• Lesson 7: Troubleshooting: Case Study
Applies troubleshooting techniques through a real-world scenario-based exercise.
• Lesson 8: Webex Calling Control Hub – ThousandEyes Integration
Demonstrates how to use ThousandEyes monitoring to diagnose network and calling performance issues.

Module 12: Webex Contact Center Analyzer Stock Reports

• Lesson 1: Agent Reports
Reviews reports that measure agent activity, performance, and customer interactions.
• Lesson 2: Auxiliary Reports
Covers reports that track agent auxiliary states and non-call activities.
• Lesson 3: Business Metrics
Introduces reports that highlight service-level indicators and operational efficiency metrics.
• Lesson 4: Callback Report
Explains reporting on callback volume, completion, and customer experience.
• Lesson 5: Contact Center Overview
Provides a high-level snapshot of overall contact center performance.
• Lesson 6: Multimedia Reports
Reviews reports capturing activity across chat, email, social, and digital channels.
• Lesson 7: My Team and Queue Stats
Shows how to analyze real-time and historical performance for teams and queues.
• Lesson 8: Transition Reports
Presents reports that track interactions as they move between queues, agents, and workflows.