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

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