Upon completion of this course, learners will gain proficiency at performing basic configuration and administration of the Webex Contact Center cloud-based operating environment.
- This section may contain skill-based outcomes.
The Administering Webex Contact Center (AWXCC) course is a 3-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.
Section 1: An Introduction to Cisco Webex Contact Center
Objective: Introduce the capabilities, architecture, and navigation of the Webex Contact Center solution (Note topics are brief and from a customer’s perspective.)
- Overview of the Webex Contact Center Suite
- Webex Contact Center Architecture overview
- Navigating the Webex Control Hub and Contact Center Portal
- Supported Browsers
- Control Hub Overview
- Contact Center Portal Overview
- Dashboards and Customization options
- Webex Contact Center Call Flow Overview
- The Components of a Call Flow
- Tenant Profile overview
- Routing Strategies and Call Control Scripts Overview
- Discovery 1-1: Navigating the Deployment using Webex Contact Center Management Portal and the Contact Center portal (includes Tenant Settings)
- Discovery 1-2: Interactive discussion around Telephony Provisioning options
Section 2: Provisioning the Tenant Profile
Objective: Demonstrate and configure the components of a Tenant Profile
- Tenant Profile components
- User vs. Agent vs. Supervisor functionality overview
- Skills
- Profiles (Skill, User, Agent, Multimedia)
- Sites
- Teams
- User/Agent/Supervisor configuration
- Bulk Tools
- Discovery 2-1: Provision of the components of a Tenant Profile
- Discovery 2-2: Provision of a Tenant Administrator and Test Login functionality
- Discovery 2-3: Provision a Tenant Agent and Login to Agent Interface
- Discovery 2-4: Provision an Entry Point and Queue to route calls to Agent (basic level)
Section 3: Routing Strategies
Objective: Configure Entry Point and Complex Call Routing Strategies and Call Control Scripts
- Routing Strategies and Call Control Scripts overview
- Entry Points
- Queues
- Control Scripts
- Professional Services Considerations
- Flow Designer and Control Script Blocks
- Routing Strategy types and scheduling considerations
- Entry Point Routing Strategies
- Audio Files
- Call Queue Routing Strategies
- Skills Based Routing and Skill Relaxation
- Discovery 3-1: Build a basic Call Control Script and deploy audio files
- Discovery 3-2: Complex Routing Strategy utilizing Skill Relaxation
- Discovery 3-3: Database Lookup?? (Should be a common task performed by scripts)
Section 4: Supervisory Functions
Objective: Define and demonstrate the Supervisory functions including Call Monitoring and Recording
- Supervisor Configuration
- Monitoring and Recording Overview
- Monitoring Calls
- Coach an Agent
- Barge in on a Call
- Recording Schedules
- Searching/pruning recordings
- Customize the Desktop Layout
- Discovery 4-1: Provision of a Tenant Supervisor and Login to Supervisor Interface
- Discovery 4-2: Monitor Calls and Managing Recordings
- Discovery 4-3: Customize the Desktop Layout (Utilize the DB Lookup results?)
Section 5: Outbound Campaigns
Objective: Define and configure the components of the Outbound Campaign solution
- System Module
- Campaigns and Campaign Management Console
- Dialing Modes vs. Campaign Modes
- Contact Strategies
- Campaign Groups and Actions
- Business Outcomes
- Contact Lists and Profiles
- Outbound Routing Strategies
- Campaign Management Options
- Call Guides and Script Designer
- Outbound Dialer Reports
- Discovery 5-1: Configure, Manage and Verify an Outbound Campaign
Section 6: Digital Channels (a.k.a. OmniChannel)
Objective: Define the Digital Channel functionality of the Webex Contact Center environment
- CPaaS Digital Channels Overview
- Licensing Considerations
- Engage and Connect
- Facebook Messenger
- SMS
- WebChat
- Email
- Routing Strategy Considerations
- Discovery 6-1: Digital Channels Configuration and Verification
Section 7: Reporting and Analytics
Objective: Define the available types of Reports and Analytics and demonstrate the ability to generate custom reports within specified parameters
- Reporting options (includes licensing considerations)
- Stock Reports
- Customer Journey Analyzer
- Visualizations
- Discovery 7-1: Running reports
- Discovery 7-2: Using the CJ Analyzer, incorporate some cool Visualizations
