Administrating Cisco WebEx Contact Center (AWBCC)

Schedule
- No schedule events found for this course.
- PC
Private Class
Privately train a group of your employees at your facility, virtually, or any of our locations.
- PC
- LCLive Classroom
Live Classroom
Learn and interact with your instructor and peers in-person in our classrooms. - VCVirtual Classroom
Virtual Classroom
Attend any of our instructor-led classes virtually regardless of your physical location. - PCPrivate Class
Private Class
Privately train a group of your employees at your facility, virtually, or any of our locations. - GTRGuaranteed to Run
Guaranteed to Run
GTR classes are guaranteed to run as promised and delivered.
Course Summary
Show All
Description
Objectives
This class will help you:
- Students will learn the Webex Contact Center Architecture
- Student will learn how to administer Webex Control Hub for Contact Center Functions
- Student will learn how to administer Webex CC Management Portal
- Student will learn how to administer Agents and Supervisors
- Students will learn how create CC Flows using the Flow Designer
- Students will learn how Calling Integrations within Webex CC
- Students will learn to manage agents / supervisor
- Student will learn to manage analytics and reporting
Who Should Attend
The primary audience for this course is as follows:
- Network Administrator
- Meeting Administrators
- Collaboration Administrators
- Network Engineer
- Voice / UC / Collaboration / Communications Engineers
- Collaboration Sales / Systems Engineers
Outline
Module 1: Webex Contact Center Overview
- Module Topics
- Topics List
- Lesson 1: Webex Contact Center Overview
- Webex Contact Center Customer Experience
- Webex Contact Center Employee Experience
- Webex Contact Center Business Operations
- Webex CC Cloud Architecture
- Webex CC Network Architecture
- Webex CC Licensing
- Webex CC Sites, Teams, Entry Points, and Queues
- Webex CC Self Service
- Webex CC Agent Desktop
- Webex Contact Center Management Portal
- Webex Contact Center Modules
- Webex Connect
- Webex Contact Center WFO suite
- Webex CC Tenant Provisioning and Setup
- Module Summary
Module 2: Webex Control Hub for Webex CC Administration
- Module Topics
- Topics List
- Lesson 1: Control Hub Administration
- Create and Manage Users
- Create and Manage Devices
- Managing Dashboards
- View Audit Logs
- Managing Security and Authentication
- Module Summary
Module 3: Webex Contact Center Management Portal
- Module Topics
- Topics List
- Lesson 1: Management Portal
- Supported Browsers
- Log in to Management Portal
- Management Portal Components
- Dashboards
- Change User Interface Colors
- Custom Theme
- API Key
- Access Audit Trail Reports
- Module Summary
Module 4: PSTN Calling Integrations
- Module Topics
- Topics List
- Lesson 1: PSTN Options
- Lesson 2: vPOPs
- Lesson 3: SIP Trunking
- Lesson 4: Webex Calling with Cloud Connected PSTN
- Lesson 5: Premises-based PSTN
- Lesson 6: Local Gateway
- Lesson 7: Cisco Provided PSTN Bundle
- Lesson 8: Service Provider via vPOP
- Lesson 9: Customer Premise BYoPSTN
- Lesson 10: Webex Calling CCP
- Module Summary
Module 5: Webex Calling Integration
- Module Topics
- Topics List
- Lesson 1: Webex Calling Integration
- Provision Phones
- Module Summary
Module 6: Administration & Provisioning
- Module Topics
- Topics List
- Lesson 1: Tenant Settings
- General Settings
- Provisioning
- Settings
- Security Settings
- Module Permissions
- Lesson 2: Entry Points / Outdial Entry Points
- Queues / Outdial Queues
- Sites
- Teams
- Users
- Update and Upload Agent Template
- User Profiles
- General Settings
- Module Settings
- Access Rights
- View the Details of a User Profile
- Work Types
- Auxiliary Codes
- Idle or Wrap-Up Codes
- Edit Idle or Wrap-Up Codes
- Agent Profiles
- General Information
- Auxiliary Codes
- Collaboration
- Dial Plan
- Agent DN Validation
- Agent Viewable Statistics
- Agent Thresholds
- Address Books
- Outdial Automatic Number Identification (ANI)
- Multimedia Profiles
- Desktop Layout
- Layout Experience on Agent Desktop
- Custom Desktop Layouts
- Skill Definitions
- Skill Profiles
- Threshold Rules
- Entry Point Mappings
- Update and Upload Agent Template
- Module Summary
Module 7: Contact Routing using the Flow Designer
- Module Topics
- Topics List
- Lesson 1: Contact Routing
- Skills-Based Routing
- Routing of Parked Contacts
- Multimedia Profiles
- Working with Flow Designer
- Accessing the Flow Designer Application
- Flow Designer Browser and Email Requirements
- Working with Flows
- Create a Flow
- Edit Flow Variables
- Publish a Flow
- Flow Chaining
- Entry Point Routing Strategies
- Queue Routing Strategies
- Layout of the Flow Designer
- Activities In Flow Designer
- Variables and Expressions in Flow Designer
- Flow Variables
- Predefined Variables
- Global Variables
- Writing Expressions
- Pebble Template Syntax
- Validating Expressions
- Resource Files
- Audio Resource File
- Predefined Email Template
- Predefined Chat Response
- Routing Strategies
- Entry Point or Queue
- Team Types
- Current Routing Strategies
- Time Values in Routing Strategies
- Audio on Hold
- Module Summary
Module 8: Agent / Supervisor Desktop
- Module Topics
- Topics List
- Lesson 1: Agent Desktop Overview
- Agent Desktop Requirements
- Working with Agent Desktop
- Managing Voice Calls
- Agent States
- Localization
- RONA
- Alerts
- Agent Performance Statistics Reports
- QoS and Network Requirements
- Lesson 2: Agent Omni Channel User Experience
- Chat
- Facebook Messenger
- SMS
- Lesson 3: Custom Layout and Widgets
- Global & Team Layout
- Logo and Title
- WxM Widgets
- Customer Experience Journey
- Customer Experience Analytics
- Team Performance Widget
- Custom Widgets
- Lesson 4: Supervisor Desktop Features
- Supervisor Dashboard
- Call monitoring
- Coaching
- Barge-in
- Call Recording
- Manage Agents and Skills
- Contact Center Statistics
- Contact Records
- Agent and Call Metrics and Reporting
- Recording Management
- Assign Tags
- Module Summary
Module 9: Data Analytics / Reporting
- Module Topics
- Topics List
- Lesson 1: Contact Center Data
- Lesson 2: Webex CC Analyzer
- Metrics and KPIs
- Lesson 3: Webex CC Reporting
- Real Time Reporting
- Data Segmentation
- Grouping
- Filtering
- Drilldown
- Summaries
- Data Presentation
- Tables
- HeatMaps
- Data Insights
- Skill Reporting
- Transition Reporting
- Call Report Parameters
- Agent Report Parameters
- Historical Skill Report Parameters
- Historical Threshold Alerts Report Parameters
- Usage Metrics Report Parameters
- Customizing Reports
- Importing / Exporting Reports
- Lesson 5: Alerting
- Abandoned Rate
- Agent Performance
- Answering Speed
- Calls Waiting
- Lesson 6: Webex CC Data APIs
- Module Summary
Module 10: Call Monitoring
- Module Topics
- Topics List
- Lesson 1: Monitoring Overview
- Monitoring Calls
- Coaching an Agent
- Barging in on a Call
- Viewing Call Monitoring Information
- Working with Monitoring Schedules
- Creating or Editing a Monitoring Schedule
- Activating and Deactivating Monitoring Schedules
- Exporting the Monitoring Schedule List
- Deleting a Monitoring Schedule
- Module Summary
Module 11: Digital Channels and Integrations
- Module Topics
- Topics List
- Lesson 1: Digital Channels
- Social Media Integration
- Admin Console
- Social EntryPoint-Connector Mapping
- Social Entry Point Routing Strategy
- Social Queue configuration
- Lesson 2: Virtual Assistant
- Virtual Assistant (DialogFlow)
- Lesson 3: SMS
- Setup SMS Channel
- SMS (MessageBird Number Registration)
- Mapping SMS number to Connector
- Lesson 4: Facebook Messenger
- Setup Facebook Messenger Channel
- Mapping Facebook page to Connector
- Lesson 5: Chat
- Setup WebChat Channel
- Configure & Map Chat Entry Point
- Chat Template
- Chat EP/Queue Routing Strategies
- Predefined Chat responses
- Lesson 6: Email
- Setup Email Channel
- Email Entry Point & Queue
- Email Entry Point Routing Strategy
- Predefined Emails
- Lesson 7: Webex CC Connectors
- Cisco CRM Connectors
- Office 365 Dynamics
- Zendesk
- Salesforce Integration - Bucher + Suter
- Webex Connect
- Cisco CRM Connectors
- Module Summary
Module 12: Call Recording
- Module Topics
- Topics List
- Lesson 1: Call Recording
- Creating or Editing a Recording Schedule
- Deleting a Recording Schedule
- Module Summary
Module 13: Recording Management
- Module Topics
- Topics List
- Lesson 1: Searching for and Playing Recordings
- Assigning and Removing Tags
- Search Attributes
- Creating and Exporting Tags
- Creating and Modifying Custom Attributes
- Others Page
- Viewing and Changing the Security Key Schedule
- Viewing the Pruning Details
- Module Summary
Module 14: Outbound Dialing
- Module Topics
- Topics List
- Lesson 1: Map the Outdial Transfer to Queue Entry Point to a DN
- Transfer an Outdial Call to Queue on Agent Desktop
- View Agent Outdial Statistics Report
- Module Summary
Module 15: Blended Multimedia Profiles
- Module Topics
- Topics List
- Lesson 1: Overview
- Configure a Multimedia Profile
- Associate a Multimedia Profile to an Agent, Team, or Site
- Assign Contacts to Agents
- View Agent Details
- Module Summary
Module 16: Courtesy Callback
- Module Topics
- Topics List
- Lesson 1: Configure the Callback Flow
- Make a Courtesy Callback
- View Courtesy Callback Reports
- Module Summary
Module 17: Self Service
- Module Topics
- Topics List
- Lesson 1: Configure Entry Point and Select the Flow in Routing Strategy
- Virtual Agent
- Build a Dialog flow Agent
- Configure Virtual Agent
- Create Virtual Agent Activity in Flow Designer
- Blind Transfer
- Disconnect Contact
- IVR Transcript and CAD Variables in Agent Desktop
- IVR and CVA Dialog Flow Report in Analyzer
- Text-to-Speech
- Create a Service Account for Google Connector
- Configure a Google Connector
- Text-to-Speech Toggle
- Module Summary
Module 18: Cisco Webex Experience Management Post Call Survey
- Module Topics
- Topics List
- Lesson 1: Cisco Webex Experience Management Account Setup
- Create a Cisco Webex Experience Management Connector
- Create Feedback Activity in the Flow Designer
- View Agent Desktop Widgets
- Module Summary
Module 19: Troubleshooting
- Module Topics
- Topics List
- Lesson 1: Troubleshooting Management Portal Problems
- Management Portal Problems
- Reporting Management Portal Issues to Customer Support
- Troubleshooting Agent Desktop Problems
- Network Interruptions
- Agent Desktop Application Problems
- Audio Problems
- Reporting Agent Desktop Issues to Customer Support
- Module Summary
Module 20: Migrating to Webex Contact Center
- Module Topics
- Topics List
- Lesson 1: Cloud Security Aspects
- Premise vs Cloud Security
- Compliance
- Security Settings
- Lesson 2: Migrating Users
- User Configurations
- User Authentications
- Lesson 3: Migrating Media
- Transitioning Media and Self-Service Orchestration
- PSTN Options
- Lesson 4: Migrating Scripts to Webex CC Flows
- User config
- Telephony Routing Scripts
- Agent / Supervisor Workflows
- Lesson 5: Migrating Agent / Supervisor Desktops
- Lesson 6: Migrating Reporting
- Lesson 7: Scaling your Webex Contact Center
- Module Summary