Cisco Administering Webex Contact Center (AWXCC)

Price
$3,995.00 USD

Duration
4 Days

Cisco Learning Credit (CLC) Eligible

 

Delivery Methods
Virtual Instructor Led
Private Group

Course Overview

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. 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. Functional testing and problem isolation are included as a part of the lab environment itself.

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.

THIS CLASS REQUIRES YOU TO CONNECT TO A US-BASED PHONE NUMBER. IF YOU DO NOT HAVE EXISTING ACCESS, WE RECOMMEND THE USE OF INTERVOIP.COM, A LOW-COST SIP SOLUTION THAT WILL PROVIDE ACCESS TO US-BASED NUMBERS.

Course Objectives

  • 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

Who Should Attend?

  • 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
  • Top-rated instructors: Our crew of subject matter experts have an average instructor rating of 4.8 out of 5 across thousands of reviews.
  • Authorized content: We maintain more than 35 Authorized Training Partnerships with the top players in tech, ensuring your course materials contain the most relevant and up-to date information.
  • Interactive classroom participation: Our virtual training includes live lectures, demonstrations and virtual labs that allow you to participate in discussions with your instructor and fellow classmates to get real-time feedback.
  • Post Class Resources: Review your class content, catch up on any material you may have missed or perfect your new skills with access to resources after your course is complete.
  • Private Group Training: Let our world-class instructors deliver exclusive training courses just for your employees. Our private group training is designed to promote your team’s shared growth and skill development.
  • Tailored Training Solutions: Our subject matter experts can customize the class to specifically address the unique goals of your team.

Course Prerequisites

  • 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

Agenda

Module 1: An Introduction to Cisco Webex Contact Center

  • Webex Contact Center Overview
  • Webex Contact Center Architecture
  • Licensed Options
  • Accessing the Contact Center
  • PSTN Options

Module 2: Tenant Profiles

  • 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

Module 3: Routing Strategies and Call Flows 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

Module 4: Supervisory Functions

  • Supervisor Configuration
  • Call Recording
  • Recording Management
  • Call Monitoring

Module 5: IMI Digital Channels

  • Digital Channels Overview
  • Web/Live Chat
  • Facebook Messenger
  • Email
  • SMS
  • Digital Channel Flow

Module 6: Reports and Dashboards Using Visualizations

  • Visualizations
  • Reporting options
  • Stock Reports
  • Dashboards
 

Upcoming Class Dates and Times

Jan 21, 22, 23, 24
9:00 AM - 5:00 PM
ENROLL $3,995.00 USD
Feb 18, 19, 20, 21
9:00 AM - 5:00 PM
ENROLL $3,995.00 USD
Mar 17, 18, 19, 20
9:00 AM - 5:00 PM
ENROLL $3,995.00 USD
 



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