Cisco Webex Contact Center Expert

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

After completing this course yo should be able to:

• Introduce the capabilities, architecture, and navigation of the Webex Contact Center solution
• Demonstrate and configure the components of a Tenant Profile
• Configure Entry Point, complex Call Routing strategies, and Call Control scripts
• Define and demonstrate the Supervisory functions including Call Monitoring and Recording
• Define the Digital Channel functionality of the Webex Contact Center environment
• Define the available types of Reports and Analytics for visualizations, and demonstrate the ability to generate custom reports within specified parameters

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: The Partner Portal and Control Hub Provisioning 

• Webex Contact Center Partner Success Portal
• Partner Gold Tenant
• Customer Onboarding Phases
• Portal Architecture with Roles
• Understanding Licensing
• The Partner Portal
• Creating a Customer Trail Instance
• Discovery 2-1: Navigating Contact Center Portal
• Discovery 2-2: Instantiate a New Trial and access the Webex Control Hub

Module 3: 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
• Discovery 3-1: Creating Profiles for Users
• Discovery 3-2: Configuring Sites and Teams
• Discovery 3-3: Provisioning Contact Center Agents

Module 4: 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
• Discovery 4-1: Defining Dialed Numbers, Extensions, Entry Points, and Queues
• Discovery 4-2: Creating a Call Flow to Agents
• Discovery 4-3: Adding IVR Functionality to the Call Flow

Module 5: Supervisory Functions

• Supervisor Configuration
• Call Recording
• Recording Management
• Call Monitoring
• Discovery 5-1: Configuring the Supervisor and Common Supervisor Tasks

Module 6: Webex Connect Digital Channels 

• Digital Channels Overview
• Web/Live Chat
• Facebook Messenger
• Email
• SMS
• Digital Channel Flow
• Discovery 6-1: Loading the Three Default Flows for Webex Connect (Instructor Demo)
• Discovery 6-2: Configuring Web/Live Chat in WXCC
• Discovery 6-3: Configuring the Facebook Messenger Channel
• Discovery 6-4: Configuring the Email Channel

Module 7: Reports and Dashboards Using Visualizations

• Visualizations
• Reporting options
• Stock Reports
• Dashboards
• Discovery 7-1: Using Visualization to Generate Reports and Dashboards

Module 8: Troubleshooting and Escalation

• Webex Contact Center Support Process
• Webex Contact Center Escalation Process

Labs

Discovery 2-1: Navigating Contact Center Portal

• Explore the Webex Partner Portal
• Create an Administrative User for the Control Hub and Contact Center Portal

Discovery 2-2: Instantiate a New Trial and access the Webex Control Hub

• Create a New Trail Instance, get a PSTN number, and Activate Digital Channels
• Create an Administrative User for the Control Hub and Contact Center Portal

Discovery 3-1: Creating Profiles for Users

• Create a User Profile
• Create an Agent Profile
• Create a Multimedia Profile
• Create Skill Definitions and Skill Profiles

Discovery 3-2: Configuring Sites and Teams

• Configure a Site
• Configure Teams

Discovery 3-3: Provisioning Contact Center Agents

• Contact Center Enable your Administrator account
• Add an Agent to the Contact Center

Discovery 4-1: Defining Dialed Numbers, Extensions, Entry Points, and Queues

• Observe Contact Center Dialed Numbers, add Agent Extensions
• Configure and Map Entry Point to DN
• Configure Longest Available Agent (LAA) Queues
• Configure a Skills-Based Routing (SBR) Queue

Discovery 4-2: Creating a Call Flow to Agents

• Create a Basic Call Flow
• Configure a Routing Strategy
• Test inbound calling to an Agent

Discovery 4-3: Adding IVR Functionality to the Call Flow

• Add basic Prompt/Collect (IVR) functionality to a Call Flow
• Skills Based Routing (SBR) and Relaxation
• Routing Strategy considerations for Business Hours

Discovery 5-1: Configuring the Supervisor and Common Supervisor Tasks

• Log in to Webex Control Hub and Make a Supervisor
• Configure and Use Call Recording as a Supervisor or Administrator
• Configure and Use Call Monitoring as a Supervisor or Administrator

Discovery 6-1: Loading the Three Default Flows for Webex Connect (Instructor Demo)

• Log In to Webex Connect

Discovery 6-2: Configuring Web/Live Chat in WXCC

• Create an Account on Glitch.com
• Configure a Service in Webex Connect
• Configure a Chat App/Asset in Webex Connect
• Create an Entry Point and Queue for Chat in Webex CC
• Add a Template
• Create a New Chat Flow
• Configure the Chat Asset in Webex Engage
• Configure Chat Templates in Webex Engage

Discovery 6-3: Configuring the Facebook Messenger Channel

• Create a Facebook Page
• Create a Facebook App (Asset) in Webex Connect
• Create an Entry Point and Queue for Facebook Messenger in Webex CC
• Add and Configure the Facebook Messenger Flow to Your Service
• Test Your Facebook App
• Configure Facebook Templates in Webex Engage

Discovery 6-4: Configuring the Email Channel

• Create an Email App (Asset) in Webex Connect
• Log In to Your Student Email Box and Forward to Webex Connect
• Create an Entry Point and Queue for Email in Webex CC
• Add and Configure the Email Flow to Your Service
• Configure Email Templates in Webex Engage
• Test your Email Digital Channel

Discovery 7-1: Using Visualization to Generate Reports and Dashboards

• Log into Customer Journey Analyzer and Review the Default Dashboard Reports
• Customer Journey Analyzer User Interface
• Access Control
• Execute Stock Reports
• Create a Custom Report Using a Stock Report
• Create a Real-time Contact Report
• Create a Real-time Agent Report
• Create Chat Reports with Interval
• Use Formulas and Filters
• Enhanced Field Compound Visualization and Drill-down
• Stock Dashboards

Attendees should meet the following 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

Recommended as preparation for the following exams:

• Cisco Webex Center Expert -  Cisco requirement for the Webex Contact Center Partner Specialization that enables you to sell, implement, and support Webex Contact Center.