Cisco
Product
UCM
Webex Contact Center Test Drive (WXTD)
Course content

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