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.

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

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

Course Outline