AWXCC: Administering Webex Contact Center (AWXCC)

About this Course

The Administering Webex Contact Center (AWXCC) course is a 3-day, hands-on, instructor-led training intended for administrators, team leads, workflow analysts, systems engineers, and Cisco partners requiring Day 2 support of the Webex Contact Center environment. This lab-intensive course enables learners to administer Webex Contact Center in a cloud-native environment. The lab environment emulates a typical deployment and provides each learner with the individualized resources available within Webex Contact Center. Since the training and deployment environments are similar, the positive impacts of the knowledge gained in the course will be immediate.

Course topics include setting up accounts, navigating the Contact Center Management Dashboard, configuring basic Contact Routing Flows to establish the customer experience, and performing day-to-day operational tasks. The course also includes advanced features that focus on creating custom call queues, defining contact attributes, utilizing digital communication channels, and creating a typical Call Center operating environment for Agents and Supervisors including Monitoring, Recording, and Reporting capabilities. Functional testing and problem isolation are included as a part of the lab environment itself.

Audience Profile

Administrators
DevOPs teams
Operations managers
Contact center solution and training specialists
Support/Quality teams
Webex Partner systems engineers
Anyone with Day-2 responsibilities for Webex Contact Center

At Course Completion

Outline

The Administering Webex Contact Center (AWXCC) course is a 3-day, hands-on, instructor-led training intended for anyone with Day-2 responsibilities for Webex Contact Center. This lab-intensive course enables learners to administer Webex Contact Center. The course contains the following lecture and lab components.

Section 1: An Introduction to Cisco Webex Contact Center

Objective: Introduce the capabilities, architecture, and navigation of the Webex Contact Center solution (note topics are brief and from a customer’s perspective)

Overview of the Webex Contact Center Suite
Webex Contact Center Architecture overview
Navigating the Webex Control Hub and Contact Center Portal
- Supported Browsers
- Control Hub Overview
- Contact Center Portal Overview
- Dashboards and Customization options
Webex Contact Center Call Flow Overview
- The Components of a Call Flow
- Tenant Profile overview
- Routing Strategies and Call Control Scripts Overview
Discovery 1-1: Navigating the Deployment using Webex Contact Center Management Portal and the Contact Center portal (includes Tenant Settings)
Discovery 1-2: Interactive discussion around Telephony Provisioning options

Section 2: Provisioning the Tenant Profile

Objective: Demonstrate and configure the components of a Tenant Profile

Tenant Profile components
User vs. Agent vs. Supervisor functionality overview
Skills
Profiles (Skill, User, Agent, Multimedia)
Sites
Teams
User/Agent/Supervisor configuration
Bulk Tools
Discovery 2-1: Provision of the components of a Tenant Profile
Discovery 2-2: Provision of a Tenant Administrator and Test Login functionality
Discovery 2-3: Provision a Tenant Agent and Login to Agent Interface
Discovery 2-4: Provision an Entry Point and Queue to route calls to Agent (basic level)

Section 3: Routing Strategies

Objective: Configure Entry Point and Complex Call Routing Strategies and Call Control Scripts

Routing Strategies and Call Control Scripts overview
Entry Points
Queues
Control Scripts
Professional Services Considerations
Flow Designer and Control Script Blocks
Routing Strategy types and scheduling considerations
Entry Point Routing Strategies
Audio Files
Call Queue Routing Strategies
Skills Based Routing and Skill Relaxation
Discovery 3-1: Build a basic Call Control Script and deploy audio files
Discovery 3-2: Complex Routing Strategy utilizing Skill Relaxation
Discovery 3-3: Database Lookup?? (Should be a common task performed by scripts)

Section 4: Supervisory Functions

Objective: Define and demonstrate the Supervisory functions including Call Monitoring and Recording

Supervisor Configuration
Monitoring and Recording Overview
Monitoring Calls
Coach an Agent
Barge in on a Call
Recording Schedules
Searching/pruning recordings
Customize the Desktop Layout
Discovery 4-1: Provision of a Tenant Supervisor and Login to Supervisor Interface
Discovery 4-2: Monitor Calls and Managing Recordings
Discovery 4-3: Customize the Desktop Layout (Utilize the DB Lookup results?)

Section 5: Outbound Campaigns

Objective: Define and configure the components of the Outbound Campaign solution

System Module
Campaigns and Campaign Management Console
Dialing Modes vs. Campaign Modes
Contact Strategies
Campaign Groups and Actions
Business Outcomes
Contact Lists and Profiles
Outbound Routing Strategies
Campaign Management Options
Call Guides and Script Designer
Outbound Dialer Reports
Discovery 5-1: Configure, Manage and Verify an Outbound Campaign

Section 6: Digital Channels (a.k.a. OmniChannel)

Objective: Define the Digital Channel functionality of the Webex Contact Center environment

CPaaS Digital Channels Overview
Licensing Considerations
Engage and Connect
Facebook Messenger
SMS
WebChat
Email
Routing Strategy Considerations
Discovery 6-1: Digital Channels Configuration and Verification

Section 7: Reporting and Analytics

Objective: Define the available types of Reports and Analytics and demonstrate the ability to generate custom reports within specified parameters

Reporting options (includes licensing considerations)
Stock Reports
Customer Journey Analyzer
Visualizations
Discovery 7-1: Running reports
Discovery 7-2: Using the CJ Analyzer, incorporate some cool Visualizations

Prerequisites

Each attendee must have a PC/laptop with audio/video capability.
SHOULD have a basic understanding of inbound call-handling in a Call Center
SHOULD have familiarity with applications and services available in the Cloud