Overview

• An Introduction to Cisco Webex Contact Center
• The current and future Agent Environment
• Ways a customer can contact the Enterprise

Moving to Webex Contact Center

• Licensing Overview
• Deployment options and Migration

All Things Agent

• The Webex App (softphone)
• Agent Desktop Overview
• Logging in the Agent
• Tour of the Agent Desktop
• Managing Voice Contacts (Calls)
• Managing Digital Channel Contacts (Email, Chat, WhatsApp, etc.)
• Agent Performance Statistics Reports

All Things Supervisor

• The Role of a Supervisor
• Recording Overview
• Recording Management
• Call Monitoring

Basics of Administration

• The Administrative interfaces
• Managing the voice endpoints
• Administration of Agents and Supervisors
• Profiles
• Sites and Teams
• Building Logic in Webex Contact Center
• Basics of Call Flows for Voice
• Basics of Digital Channels
• Overview of Reporting
• Visualizations
• Dashboards

Lab Outline:

Labs are designed to assure learners a whole practical experience, through the following practical activities:

Lab 1: Logging in as an Agent

• Login and Customize the Interface
• Change State
• Answer a Call
• Answer an email
• Answer a chat

Lab 2: Logging in as a supervisor

• Login
• Change State
• Monitoring calls and Agent Whisper
• Recording calls and Managing Recordings

Lab 3: Logging in as an Administrator to the various interfaces

• Logging into the Control Hub
• Logging into and exploring the Webex Contact Center Management Portal
• Using the Flow Designer
• Logging into the Visualizer
• Webex Engage and Webex Connect Web Interfaces

Lab 4: Basics of Webex Contact Center Portal Administration

• Creating Users in Control Hub
• Sites and Teams
• Provisioning Agents
• Dialed Numbers, Extensions, Entry Point and Queues
• Create a basic Flow

Lab 5: Digital Channels

• Email
• Live Chat
• Facebook Messenger             
• SMS

Lab 6: Basics of Reporting

• Running Default Reports
• Running Default Dashboards
• Basic Customization of Reports and Dashboards