Course Overview
TOPAdministering 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.
Scheduled Classes
TOP| 05/20/24 - SLV - Virtual-Instructor Led - Virtual Instructor-Led | (click to enroll)
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| 06/24/24 - SLV - Virtual-Instructor Led - Virtual Instructor-Led | (click to enroll)
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| 07/22/24 - SLV - Virtual-Instructor Led - Virtual Instructor-Led | (click to enroll)
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| 08/26/24 - SLV - Virtual-Instructor Led - Virtual Instructor-Led | (click to enroll)
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| 09/30/24 - SLV - Virtual-Instructor Led - Virtual Instructor-Led | (click to enroll)
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What You'll Learn
TOPLearners 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
Outline
TOPPrerequisites
TOPEach 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
Who Should Attend
TOP- 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
