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
- Live Chat
- Facebook Messenger
- SMS
Lab 6: Basics of Reporting
- Running Default Reports
- Running Default Dashboards
- Basic Customization of Reports and Dashboards