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 Center environment, based on the variety of profile associations. You will understand the use of Sites and Teams in the Webex Contact Center Environment.

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Control Hub and Portal Walkthrough

Live demo of Webex Control Hub: navigating tenant hierarchy, grouping, user roles, and integrated services.

Walks through the Contact Center Portal for queue setup, service templates, and tenant-level resource assignment.

Profile Customization and Call Routing

Explains tenant profiles: customizing business hours, holiday calendars, IVR scripts, and messaging flows.

Shows routing setup: skill-based routing, priority rules, API-based external system integration.

Agent Management and Reporting

Covers agent onboarding, profile roles, and license assignments.

Reviews built-in analytics: real-time dashboards, SLA tracking, and historical trend analysis.

Best Practices

Shares optimal configuration patterns: redundancy planning, cross-tenant profile cloning, and compliance strategies.

Instructor Bio:

Mike Keutzer has been involved in information systems for almost 30 years. His IT career started in the Marine Corps where he spent 8 years as a computer technician working on radar defense systems. He carried that experience to 20+ years of work in the private sector. After leaving the military Mike spent time working as a technician maintaining computers and printers, managing and supporting Mainframe, AS/400, Novell, UNIX, Mac, and Windows networks –mostly within the world of Contact (Call) Center environments.

In 2019, Mike finished the development of the current (v11) Enterprise Chat & Email course for Cisco, which has a successful following. Plans are underway to upgrade the course to v12. Speaking of CCE v12, Mike is currently involved –with other SLI team members –to revamp the UCCE courseware content. According to plans, 6 newly updated CCE courses will be added to the Cisco repository by the end of 2020, all based on Packaged CCE (PCCE).