Cisco Administering Webex Contact Center (AWXCC)

About this course

Run a cloud contact centre on Webex. You will configure tenants, sites, teams and agents, design queues, routing strategies and flows, manage supervision, enable digital channels and build reports and dashboards.

What you'll learn

• 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

Curriculum

Who it's for

Contact centre administrators and supervisors.

Before you start

• 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