Administering Cisco 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 dayto-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.

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

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 Sunset Learning Institute | 888.888.5251 | www.sunsetlearning.com
• 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

• 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