Cisco Administering Webex Contact Center (AWXCC)

شغّل مركز اتصال سحابياً على Webex. تهيّئ المستأجرين والمواقع والفرق والوكلاء، وتصمّم الطوابير واستراتيجيات التوجيه والمسارات، وتدير الإشراف، وتفعّل القنوات الرقمية، وتبني التقارير ولوحات المعلومات.

4 أياممتوسط6 وحدات

سجّل أو استفسر ←اسأل عبر واتساب

نظرة عامة

ما ستتعلّمه

المحتوى التقني أدناه معروضٌ باللغة الإنجليزية كما ورد في منهاج الدورة، حفاظاً على دقّة المصطلحات.

Describe the capabilities, architecture, licensing, and PSTN calling options of the Webex Contact Center solution
Configure Tenant Profile components, including Sites, Teams, Users, Agents, and the various types of associated profiles
Design Queues, Call Routing Strategies, and Flows to handle common inbound calls routed to the IVR and Agents
Configure skill overflow/relaxation techniques used for LAA and SBR queues
Configure Routing Strategies to accommodate Business Hours
Establish Supervisory functions, including Call Monitoring and Recording
Define the functionality of Digital Channels including Email, SMS, WebChat, and others
Generate common analytics displays and custom reports
Perform basic configuration and administration of the Webex Contact Center solution

المنهاج

6 وحدات

Webex Contact Center Overview
Webex Contact Center Architecture
Licensed Options
Accessing the Contact Center
PSTN Options

Components of a Tenant Profile
Contact Center User Types
Profile Types for Users
Skill, User, Agent, Multimedia
Including Skill Definitions
Sites and Teams
Adding Contact Center Users
Profile Associations for Various Types of Contact Center Users
Bulk Tools

Dialed Numbers (DNs), Entry Points, and Queues
Routing Strategies and Audio Files
Call Flow Overview
Basic Activity Configuration for Inbound Call Flows
Advanced Activity Configuration

Supervisor Configuration
Call Recording
Recording Management
Call Monitoring

Digital Channels Overview
Web/Live Chat
Facebook Messenger
Email
SMS
Digital Channel Flow

Visualizations
Reporting options
Stock Reports
Dashboards

لمن هذه الدورة

مسؤولو مراكز الاتصال ومشرفوها.

قبل أن تبدأ

MUST have prior knowledge of Call/Contact Center Operations and/or Administration
SHOULD have a basic understanding of Contact Routing and Reporting in an On-prem or Cloud based Call/Contact Center environment
SHOULD have familiarity with applications and services available in the Cloud
Possess multitasking skills regarding computer functionality, including the simultaneous use of the Ctrl-Tab keys