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Administering Webex Contact Center (AWXCC)
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Ready to get your Webex Contact Center wings and become a true expert? Administering Webex Contact Center is the course that lays the foundation for maximizing the platform’s value and driving adoption in your organization.
Designed for contact center and customer experience technology professionals who support and deliver to service users, this 4-day course is hands-on, practical, and filled with real-world examples.
You’ll explore the full capabilities, architecture, navigation, and administration of Webex Contact Center—covering everything from moves, adds, and changes to new service provisioning and troubleshooting. We’ll dive into voice and digital channels, entry point configuration, flow building, call control scripts, routing strategies, user profiles, reporting, dashboards, monitoring, recording, and much more. This course is ideal for contact center and CX architects, engineers, analysts, and those who support service delivery to the business.
Only available from Sunset Learning, the AWXCC course is led by expert instructors who deliver live instruction, engaging content, guided labs, and recordings to review later. When we're done, you’ll know how to provision, configure, and optimize the Webex Contact Center environment and get the very best out of it for you and your business.
It’s a popular course, so choose your time zone, date, and register to secure your seat in class. Want to train your whole team? Contact us for private session options. This is the foundation of your Webex Contact Centre capability – start building your expertise today.
Why you should attend this course: AWXCC puts you in control and helps you get the most out of your investment in Webex Contact Center, meet the needs of your business, and drive service optimization and adoption.
Pre-requisites: Attendees must be familiar with contact center operations and have a basic understanding of contact queuing, routing, and reporting in an on-prem or cloud environment. Familiarity with cloud applications, services and voice architectures is also desirable.
Upcoming Class Dates and Times
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Course Outline and Details
Prerequisites
Each learner must have a PC/laptop with audio/video capability, preferably with the Webex app already installed. At least one PSTN-capable phone (cell phone) is required. Although you will be using Webex Calling for Agent functionality, access to multiple PSTN phones will augment the understanding of the Webex Contact Center environment regarding routing calls to Agents – wherever they may reside.
Learners should have the following knowledge or experience:
- 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
Target Audience
- 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
Course Objectives
Learners will gain proficiency with the Webex Contact Center Cloud-based operating environment and be able to provide Day 2 operational support in a multi-channel Tenant environment. Upon successful completion of this course, the student should gain proficiency in the following:
- Describe the capabilities, architecture, licensing, and PSTN calling options of the Webex Contact Center solution
- Configure Tenant Profile components, including Sites, Teams, Users, Agents, and the various types of associated profiles
- Design Queues, Call Routing Strategies, and Flows to handle common inbound calls routed to the IVR and Agents
- Configure skill overflow/relaxation techniques used for LAA and SBR queues
- Configure Routing Strategies to accommodate Business Hours
- Establish Supervisory functions, including Call Monitoring and Recording
- Define the functionality of Digital Channels including Email, SMS, WebChat, and others
- Generate common analytics displays and custom reports
- Perform basic configuration and administration of the Webex Contact Center solution
Course Outline
The Administering Webex Contact Center (AWXCC) course is a 4-day, hands-on, instructor-led training intended for anyone with Day-2 responsibilities for Webex Contact Center. This lab-intensive course enables learners to administer Webex Contact Center. The course contains the following lecture and lab components.
Module 1: An Introduction to Cisco Webex Contact Center
Objective: Introduce the capabilities, architecture, and navigation of the Webex Contact Center solution
- Webex Contact Center Overview
- Webex Contact Center Architecture
- Webex Calling Overview
- PSTN and Agent Calling Options
- Accessing the Contact Center Applications
- Licensed Options
Module 2: Tenant Profiles
Objective: Demonstrate and configure the components of a Tenant Profile
- 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
Module 3: Routing Strategies and Call Flows
Objective: Configure Business Hours, Queues and Entry Points to support basic Voice Flows utilizing the Flow Designer tool
- Audio Files, Business Hours, Queues
- Voice Flow Designer Overview
- Typical Activities used in Basic Inbound Call and Event Flows
- Channel/Entry Point Configuration
- Assigning Dialed Numbers to Entry Points
- Advanced Flow and Activity Considerations
Module 4: Supervisory Functions
Objective: Define and demonstrate the Supervisory functions including Call Monitoring and Recording
- Supervisor Configuration
- Call Recording
- Interaction History
- Call Monitoring
Module 5: WebEx Connect Digital Channels
Objective: Define the Digital Channel functionality of the Webex Contact Center environment
- Digital Channels Overview
- Web/Live Chat
- Facebook Messenger
- SMS
- Digital Channel Flow
Module 6: Reports and Dashboards Using Visualizations
Objective: Define the available types of Reports and Analytics for visualizations, and demonstrate the ability to execute reports within specified parameters
- Accessing Visualizations via Analyzer
- Visualization – Stock Reports
- Run a Visualization
- Schedule a Visualization
- Visualization Building Blocks
- Visualization Output Formats
- Generate Reports Using Visualizations
- Dashboards
- Variables
LAB ACTIVITIES
Module 1: An Introduction to Cisco Webex Contact Center
- Discovery 1-1: Explore the Webex Control Hub
- Discovery 1-2: Explore the Contact Center Control Hub
- Discovery 1-3: Create an Administrative User for Control Hub and Contact Center Portal
Module 2: Tenant Profiles
- Discovery 2-1: Create a User Profile and Resource Collection
- Discovery 2-2: Create a Desktop Profile
- Discovery 2-3: Create a Multimedia Profile
- Discovery 2-4: Create Skill Definitions
- Discovery 2-5: Create Skill Profiles
- Discovery 2-6: Configure a Site
- Discovery 2-7: Configure Teams
- Discovery 2-8: Enable Your Administrator Account for the Contact Center
- Discovery 2-9: Add an Agent to the Contact Center
Module 3: Routing Strategies and Call Flows
- Discovery 3 Intro: Defining Extensions for the Agent and Admin Accounts
- Discovery 3-1: Dialed Numbers and Extensions
- Discovery 3-2: Configuring the Channel for Inbound Calls
- Discovery 3-3: Configure Longest Available Agent (LAA) Queues
- Discovery 3-4: Configure a Skills-Based Routing Queue
- Discovery 3-5: Create a BasicQ Call Flow
- Discovery 3-6: Map a Channel (Entry Point) to a Call Flow
- Discovery 3-7: Test Inbound Calling to an Agent
- Discovery 3-8: Basic Prompt/Collect (IVR) Functionality in a Call Flow
- Discovery 3-9: Skills Based Routing and Relaxation
- Discovery 3-10: Business Hours
Module 4: Supervisory Functions
- Discovery 4-1: Create and Verify Supervisor Functionality
- Discovery 4-2: Configuring and Using Call Recording as a Supervisor or Administrator
- Discovery 4-3: Configuring and Using Call Monitoring as a Supervisor
Module 5: Webex Connect Digital Channels
- Discovery 5-1: Task 1: Log In to Webex Connect and Engage (Instructor DEMO)
- Discovery 5-1: Task 2: Create New Admin/Agent User
- Discovery 5-2: Using Chat in Webex Contact Center
- Discovery 5-3: Using Facebook Messenger in Webex Contact Center
- Discovery 5-4: Using Email in Webex Contact Center
Module 6: Reports and Dashboards Using Visualizations
- Discovery 6-1: Log into Customer Journey Analyzer and Customer Journey Analyzer User Interface
- Discovery 6-2: Access Control
- Discovery 6-3: Execute Stock Reports
- Discovery 6-4: Create a Custom Report Using a Stock Report
- Discovery 6-5: Create a Real-time Agent Report
- Discovery 6-6: Create Chat Reports with Interval
- Discovery 6-7: Use Formula and Filter
- Discovery 6-8: Enhanced Field Compound Visualization and Drill-down
- Discovery 6-9: Stock Dashboards