- COURSE
Cisco Webex Contact Center Expert
Price:
Duration:
Certification:
Exam:
Continuing Education Credits:
Learning Credits:
Ready to get your Webex Contact Center wings and become a true expert? The Cisco Webex Contact Center Expert course lays the foundation for maximizing the platform’s value – for your organization and your customers.
Designed for contact center and customer experience professionals working across pre- and post-sale environments, this 5-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 the Partner Gold Tenant and Success Portal to licensing, customer onboarding, troubleshooting, support, and escalation. 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 presales engineers, solutions consultants, implementation engineers, and customer success managers.
Only available from Sunset Learning, the CWCCE 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 customers. Once you’ve passed the exam, you’ll have the Cisco Webex Contact Center Expert Certificate too.
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 Center capability – start building your expertise today.
Why you should attend this course: CWCCE and the associated exam is a Cisco requirement for the Webex Contact Center Partner Specialization that enables you to sell, implement and support Webex contact Center.
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.
Exam: The CWCCE fee includes the Webex Contact Center Expert Exam which you can schedule once you have completed the course.
Upcoming Class Dates and Times
All Sunset Learning courses are guaranteed to run
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
Successful candidates will demonstrate the ability to:
- Successful candidates will demonstrate the ability to identify the Contact Center Service.
- Solutions for given customer deployment.
In addition, candidates will gain a solid fundamental understanding of:
- Contact Center Roles (Partner, Customer, Administrator, Supervisor, Agents)
- Webex CC Architecture, Features, Services
- Webex CC Provisioning, Configuration, Reporting
- Troubleshooting
- What to offer as the most appropriate Webex CC solution(s)
Course Outline
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
- 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
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
- 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
Objective: Configure Entry Point, complex Call Routing strategies, and Call Control scripts
- 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
Objective: Define and demonstrate the Supervisory functions including Call Monitoring and Recording
- Supervisor Configuration
- Call Recording
- Recording Management
- Call Monitoring
- Discovery 5-1: Configuring the Supervisor and Common Supervisor Tasks
Module 6: 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
- 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
Objective: Define the available types of Reports and Analytics for visualizations, and demonstrate the ability to generate custom reports within specified parameters
- 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
LAB ACTIVITIES
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