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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 webexteam@sunsetlearning.com directly via Webex Teams or email.
TRAINING OFFERINGS
Webex Agent 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
- Agent Login and Interaction Preferences
- Desktop Navigation
- Agent Desktop View
- Profile Settings
- Agent States
- Notifications
- Outdial Calls
- My workspace
- Agent Performance Statistics
- Help Icon
- Phone Channel Call Management*
- Answering an Incoming Call
- Call Control Functions
- Placings Calls on Hold
- Consultation
- Call Transfer
- Call Conferencing
- Ending a Call
- Wrap Up Code Assignment
- Make an Outbound Call
- Email Channel Management*
- Responding to an Incoming Email
- Predefined Email Responses
- Transfer an Email
- Ending an Email Conversation
- Wrap Up Code Assignment
- Chat Channel Management*
- Answering an Incoming Chat Request
- Chat Session Timer
- Message Display Characteristics
- Predefined Chat Responses
- Conferencing a Chat
- Transferring a Chat
- Ending a Chat Session
- Wrap Code Assignments
- Digital Contact Management*
- Facebook Messenger Conversations
- Answering an Incoming Facebook Messenger Request
- Transferring a Facebook Messenger Conversation
- Starting a Facebook Messenger Conversation
- Ending a Facebook Messenger Conversation
- Wrap Up Code Assignments
- Web Chat Conversations
- Answering an Incoming Web Chat Conversation Request
- Transferring a Web Chat Conversation
- Start a Web Chat Conversation Conference
- Ending a Web Chat Conversation
- Wrap Up Code Assignments
- Facebook Messenger Conversations
- Agent Statistic Reports
- Summary
- Agent Stats-Historic or Real-Time
- Agent Stats by State-Historic or Real-Time
- Team Stats-Historic or Real-Time
- Queue Stats-Historic or Real-Time
- Agent Out Dial Stats-Historic or Real Time
*Note: Where applicable
Additional Topics Covered (If customer applicable)
- Pause a Recording
- Live Transcript
- Customer Journey
- Schedule and Manage Callbacks
Webex Base Level Supervisor Training
In this interactive session with our trainers, the supervisor will learn the following areas of supervisor access and how to use them effectively.
Learning Path Topics
- Supervisor Login and Interaction Preferences
- Desktop Navigation
- Supervisor Desktop View
- Profile Settings
- Notifications
- Home
- Queues
- Interactions
- Agent Performance Statistics
- My Workspace
- Team Performance Details
- Call Recording
- Help Icon
- Agent Management
- Monitoring Agents
- Barge-In Functionality
- Changing Agent Availability Status
- Forcing Agent Log In/Log Out
- Overview of Agent Functionality
- Actively participating in the contact center as an agent
Additional Topics Covered (If customer applicable)
- Pause a Recording
- Live Transcript
- Customer Journey
- Schedule and Manage Callbacks
Webex Introduction to Analyzer Reporting Training
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
-
- Key Terminology
- Accessing Analyzer Reporting
- Navigating the Reporting Analytics Homepage
- Record Types
- Exploring the Visualizations Page
- Folder Creation
- Stock Reports
- Overview
- Report Categories
- Table Types
- Temporal Scopes (Time Frames)
- Reporting Actions
- Run a Report
- Copy a Report
- Edit a Report
- Schedule a Report
- Visualization Overview
- Basic Creation
- Dashboards
- Creation
- Management
Additional Topics Covered (if customer applicable)
- Transition Reports
Webex Application Training
Webex Calling Application Training offers comprehensive training on the features and functions available to end users.
Learning Path Topics
-
- Accessing Webex
- Downloading the Application
- Logging In
- Preference Features
- Profile Personalization
- Availability Options
- Setting a Status
- Help Features
- Settings Access
- Logging Out
- Exiting Webex
- Additional Help Resources
- Settings
- General
- Audio Options
- Notifications
- Appearance
- Calling
- User Hub
- Logging In
- Settings
- Meetings
- Recordings
- Voicemail Options
- Messaging
- Direct Messaging
- Spaces
- Meetings
- Start a Meeting
- Scheduling
- Connecting to a Calendar
- Active Meeting Options
- AI Assistant
- Call Functionality
- Answering a Call
- Placing Calls on Hold
- Call Transfer
- Call Conferencing
- Ending a Call
- Placing a Call
- Call History
- Answering a Call
- Teams
- Creating a Team
- Managing Existing Teams
- Archiving Teams
- Contacts
- Adding Contacts
- Adding Groups
- Voicemail
- Accessing Voicemail
- Managing Voicemail
- Vidcast
- Getting Started
- Upload a Video
- Create a Video
- Video Library
- Analytics
- Resources
Additional Topics Covered (if customer applicable)
- SMS/MMS Texting
- Accessing Webex
Webex Device Training
Webex Device Training offers comprehensive training on the features and functions available to end users.
Learning Path Topics
- Device Overview
- Call Functionality
- Placing a Call
- Answering a Call
- Call Waiting
- Call Control Management
- Placing Calls on Hold
- Transferring Calls
- Call Conferencing
- Ending a Call
- Voicemail Access and Management
Additional Topics Covered (if customer applicable)
- Call Park and Retrieve
- Sidecar Functionality
Webex Hybrid Supervisor Training
The following learning path topics can be added to the base level supervisor training if applicable.
Control Hub Learning Path Topics:
- Call Recording Scheduling
- Configure and Manage Business Hours
- Manage Idle and Wrap-Up Codes
- Creating and Managing Address Books
- Global Variables
MS Teams with Cisco Call Integration Training
Learning Path Topics:
- Accessing Cisco Calls
- Adding the Application
- Logging In
- Application Operation Requirements
- Webex with Teams
- Cisco Calls Application Overview
- Dialpad
- Speed Dial Functionality
- Recent Call History
- Voicemail
- Access and Management
- Call functionality
- Answering a Call
- Placing Calls on Hold
- Call Transfer
- Call Conferencing
- Ending a Call
- Placing a Call
- Answering a Call
- Call Settings
- Audio
- Video
- Notifications
- Calling Dock
- User Hub
- Logging In
- Settings
- Meetings
- Recordings
Terms
*Please note the minimum number of live sessions is 3.
These can be different trainings, i.e. 2 Agent – 1 Supervisor
60-minute 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
- 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