Webex Contact Center (Cloud)

By Mike Keutzer | 55 Min Video You will learn how to create a custom analyzer report and embed it into the agent/supervisor desktops by modifying the desktop layout JSON file. Desktop Layout Overview Teams, personas, CC Desktop, .json layout overview Personalize Desktop Layout Custom header/logo, Webex Chat, Screen Pop Add Reporting Widgets to Desktop Layout iFrame Widgets, Single/Multiple reports per page Watch more videos like this on our YouTube Channel.    Focus and Objectives Guides administrators through tailoring Webex Contact

By Mike Keutzer | 65 Min Video In this session, we’ll review several key components required to get an inbound call into the Webex Contact Center including Dialed Numbers, Entry Points, Queues, Routing Strategies, and Call Flows. We’ll review how an activity is used in a flow and distinguish Main Flows from Event Flows.   Watch more videos like this on our YouTube Channel.    Instructor Bio: Mike Keutzer has been involved in information systems for almost 30 years. His IT

By Mike Keutzer | 55 Min. Video In this video, we’ll demonstrate the Webex Control Hub and the Webex Contact Center Portal to show the fundamental configuration aspects of the User/Site/Team relationship. An overview of Profile Types for Users including Skill, User, Agent, and Multimedia profiles will be reviewed as they relate to the different user types found in the Webex Contact Center environment. After watching, you will be able to distinguish the different user types in the Webex Contact