PCCE 12.5 Foundations


Take a tour through the technology foundations of the Cisco Packaged Contact Center (PCCE) solution for Enterprise customers. Based on the new 12.5 release of PCCE.

View the first three videos from this 9-hour program on the Cisco Contact Center Enterprise (CCE) Foundations track:

  1. Cisco Contact Center Enterprise Basics
  2. Cisco Contact Center Enterprise Key Performance Indicators
  3. Cisco Contact Center Enterprise Fundamentals

Contact Center Basics offers an overview of the Cisco Contact Center including basic functions such as agent selection, precision routing, call queuing, and IVR functionality.

Key Performance Indicators (KPI’s) in Cisco Contact Center Enterprise describes the KPI’s and reporting touch points that are required to manage your Contact Center operation. Reporting touchpoints include such configuration objects as Call Types, Agents, Agent Teams, Skill Groups, and Precision Queues.

Cisco Contact Center Fundamentals provides a high-level overview of the key features offered in the Cisco Packaged Contact Center Enterprise solution. Features covered include among others, Enterprise Chat and Email, Outbound Option, Courtesy Call back, Post Call Survey, Single Sign-On, and Task Routing.

Price

$49.95
Credit Card Only

Duration

9 Hrs 2 Min

Level

Foundational

Terms

90-Day Access

Rating

5/5

Plan Activities

  • Contact Center Basics (4 min)
  • Key Performance Indicators in CCE (8 min)
  • Cisco Contact Center Fundamentals (4 min)
  • Cisco Contact Center Portfolio (7 min)
  • PCCE Foundations Quiz (5 min)
  • Voice Gateway and CUBE (5 min)
  • Cisco Unified SIP Proxy (5 min)
  • PCCE Review Lab (17 min)
  • Cisco VXML Gateway and WB (5 min)
  • Customer Voice Portal (13 min)
  • ICM Overview (21 min)
  • ICM Communication and Duplex (10 min)
  • ICM Resiliency (8 min)
  • ICM Administration and Data Server (9 min)
  • ICM Database Considerations (4 min)
  • Exploring ICM Configuration Tools (13 min)
  • Cisco Unified Communications Manager (7 min)
  • PCCE Review Lab (17 min)
  • Finesse Desktop and Agent Considerations (14 min)
  • Finesse Administration – Part 1 – Lab Demonstration (16 min)
  • Finesse Administration – Part 2 – Lab Demonstration (12 min)
  • Finesse Administration – Part 3 – Lab Demonstration (6 min)
  • CCE Logical Call Flow (7 min)
  • CCE Access Environment (6 min)
  • PCCE Review Lab (17 min)
  • CCE Routing Configuration (14 min)
  • Dialed Number & Call Types – Lab Demonstration (8 min)
  • CCE Scripting Basics (11 min)
  • Basic Label Script – Lab Demonstration (18 min)
  • CCE Target Verification and Selection (4 min)
  • Basic Agent and Skill Groups – Lab Demonstration (16 min)
  • CCE Targets (3 min)
  • Basic Agent and Skill Groups – Lab Demonstration (16 min)
  • Single Pane of Glass – SPOG (9 min)
  • ICM Configuration Manager (6 min)
  • Exploring ICM Configuration Tools (13 min)
  • CCE Script Editor – Quick Overview (1 min)
  • Basic IVR Scripting – Part 1 – Lab Demonstration (19 min)
  • Basic IVR Scripting – Part 2 – Lab Demonstration (16 min)
  • CUCM Web Administration (1 min)
  • Call Studio Application (1 min)
  • Gateway Access (1 min)
  • Exploring ICM Configuration Tools (13 min)
  • CCE Features Part 1 – Agent Management (4 min)
  • Bulk Import – Lab Demonstration (13 min)
  • Mobile Agent – Lab Demonstration (16 min)
  • CCE Features Part 2 – Agent Efficiency (7 min)
  • Mobile Agent – Lab Demonstration (16 min)
  • Customizing Finesse – Lab Demonstration (15 min)
  • CCE Features Part 3 – Customer Satisfaction (6 min)
  • Post Call Surveys – Lab Demonstration (23 min)
  • CCE Features Part 4 – Advanced Features (13 min)
  • CCE Features Part 5 – Enhanced Integration (4 min)
  • Customizing Finesse – Lab Demonstration (15 min)