Administering Webex Contact Center (AWXCC)

PT27158
Summary
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.
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
Duration
3 Days/Lecture & Lab
Audience
  • 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
Topics
  • An Introduction to Cisco Webex Contact Center
  • Provisioning the Tenant Profile
  • Routing Strategies
  • Supervisory Functions
  • Outbound Campaigns
  • Digital Channels (a.k.a. OmniChannel)
  • Reporting and Analytics

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