Sunset Learning is proud to offer comprehensive training for Agents, Supervisors, and End Users for Cisco Webex Contact Center, Webex Calling, and Device Training.
Agent Training teaches students how to navigate and understand the call controls available within the WxCC Agent Desktop.
Supervisor Training provides an understanding of the available monitoring and coaching tools and the supervisor dashboard.
WXCC Analyzer Training is for those needing to understand the analytics homepage, stock reports, how to edit stock reports, visualizations page, and how to create new visualizations.
Webex Calling Application or Device Training offers comprehensive training on the features and functions available to end users.
Training can be scheduled as live sessions, on-demand videos, or we can create a hybrid solution. Standard outlines are listed below, but can be customized for your environment. If you have a need for this training please click here, and we will set up a meeting to provide a tailored solution for you.
Or you can contact Nate Mengel or Steve Hayward directly via Webex Teams or email.
TRAINING OFFERINGS
Training
Training
Training
Training
In this interactive session with our trainers, the agent will learn how to use the main functions of the contact center to manage their day-to-day operations.
Learning Path Topics
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Agent Login
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Station Login
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Team Selection
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Agent States
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Managing Agent States (vary by customer)
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Overview and Features of Agent Panel
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Profile
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Home
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Incoming Requests
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Active Communication Handling
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Communication History
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Agent Statistics
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Notifications
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Outbound Dialing
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Phone Channel Call Management*
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Answer a call
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Hold
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Transfer
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Consultation
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Conference
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Pause and Resume recording (if applicable)
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End Call
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Wrap-Up Coding and Call Dispositioning
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Agent Logout
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Chat Channel Management*
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Responding to a chat
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Predefined chat responses
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Transferring a chat
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Chat conferencing
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Ending a chat
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Email Channel Management*
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Managing emails
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Responding to an email
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Predefined email templates
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Sending a quick reply
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Sending a standard reply
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Transferring an email
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Digital Contact Management*
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Facebook Messenger conversations
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Responding to a Facebook Messenger conversation
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Transferring a Facebook Messenger conversation
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Starting a Facebook Messenger conversation conference
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Ending a Facebook Messenger conversation
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Web Chat conversations
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Responding to a Web Chat conversation
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Transferring a Web Chat conversation
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Starting a Web Chat conference
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Ending a Web Chat conversation
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Agent Statistics Reports
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Accessing agent statistic reports
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Summary
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Agent stats-historic or real-time
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Agent stats by state-historic or real-time
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Team stats-historic or real-time
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Queue stats-historic or real-time
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Agent out dial stats-historic or real-time
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*NOTE: Where applicable
In this interactive session with our trainers, the supervisor will learn the six areas of supervisor access and how to use them effectively.
Learning Path Topics
- Application Access
- Contact Center Terminology
- Forcing Agent State
- Call Monitoring-Desktop
- Agent Coaching
- Whisper function
- Barge In Feature
- Agent Coaching
- Agent Functionality
- Actively participating in the contact center as an agent
- Reporting and Analytics
- Dashboard Reporting
- Visualization
- Call Recording-Desktop
- Listen to recorded calls
- Legacy Management Portal
- Call Monitoring
- Variables-Filters and setup
- Callback Number
- Monitoring functionality-options
- Scheduling call monitoring
- Call Recording
- Schedule a recorded call
- Managing recorded calls
- Advanced searching within recorded calls
- Call Monitoring
In this interactive session with the trainer, the authorized users will learn the various areas of the analyzer and how to develop reports for effective metric trending .
Learning Path Topics
- Navigation
- Home Page
- Record Types
- Visualization Page
- Dashboard Page
- Home Page
- Key Concepts
- Terms
- Table Types
- Time Frame
- Visualizations
- Stock Reports
- Types
- Copy and Edit
- Folders
- Visualization
- Record Types
- Creating
- Editing
- Scheduling
- Stock Reports
- Dashboards
- Creation
- Management
Training
Webex Calling Application Training offers comprehensive training on the features and functions available to end users.
Learning Path Topics
- Downloading the Application
- Signing in for the First Time
- Overview of Webex
- Updating Your Profile Picture
- Updating your Display Name
- Setting a Custom Status
- How to Send and Receive Messages
- How to Send a File
- How to Place a Voice or Video Call
- Placing a Call on Hold
- How to Transfer a Call
- How to Make a Conference Call
- Accessing Advanced Call Settings
- Incoming Calls
- Do Not Disturb
- Call Forwarding
- Simultaneous Ring
- Remote Office
- Outgoing Calls
- Starting a Meeting
- Join a Meeting
Training
Webex Device Training offers comprehensive training on the features and functions available to end users.
Learning Path Topics
- Basic Features
- Hold & Resume
- Placing Calls
- Receiving Calls
- Call Transfer (Blind + Attended in one)
- Add VM Setup
- 3-Way Calls
- Monitoring Users
- Pair a Headset
- Directory
In this interactive session with our trainers the administrator will learn the various areas of administrator access and how to use them effectively.
Learning Path Topics
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Application Access
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Contact Center Terminology
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Team Performance Details
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Forcing Agent State
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Call Monitoring-Desktop
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Agent Coaching
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Whisper function
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Barge In Feature
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Call Recording-Desktop
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Listen to recorded calls
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Agent Functionality**
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Actively participating in the contact center as an agent
**Licensing and permissions must be assigned
Legacy Management Portal Training Aspects:
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Call Monitoring
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Variables-Filters and setup
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Callback Number
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Monitoring functionality-options
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Scheduling call monitoring
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Whisper function
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Barge In function
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Call Recording
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Schedule a recorded call
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Managing recorded calls
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Advanced searching within recorded calls
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Reporting and Analytics
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Agent Activity and Session Records
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Customer Activity and Session Records
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Visualizations and Dashboards
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Control Hub Training Aspects:*
*Depending on customer setup, access and permissions may vary between Viewing and/or Creation or Editing of content.
Topics which may be covered include:
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Customer Experience
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Queues-View Only
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Business Hours
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Audio Files
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Call Recording Schedules
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User Management
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Skill Profiles
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Teams
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User Profiles
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Desktop Experience
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Address Book
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Idle/Wrap-Up Codes
Terms
*Please note the minimum number of live sessions is 3.
These can be different trainings, i.e. 2 Agent – 1 Supervisor
60 minute and 90 minute Train the Trainer sessions available.
Maximum 20 students per live session.
Live sessions are recorded and provided at the end of training.
Our Process
SCOPE
Number of Agents & Supervisors
Existing Solution
Content Outlines
Mode of Training
Instructor-led vs. Video
PRE-CALL
Meet the Trainer
Walk Through Outline
Align Expectations
INVITE
Official Invitation sent
Log in Provided
DELIVERY
Training Sessions Completed
Recording of Sessions and Content Provided
On-Demand Training
Contact Us to Place Your Video Order
- We will be requesting your company logo to customize the videos with your branding.
- After the order is placed, a project manager will be in touch with final delivery dates (approx. 2-3 weeks).
- The final product will include downloadable HTML files for hosting on your site. LMS publishing is available on request.
SAMPLE ON-DEMAND VIDEO