Administering Webex Contact Center (AWXCC)

Training Summary
Administering Webex Contact Center (AWXCC) is a 4-day, hands-on, instructor-led training course intended for anyone requiring Day 2 support knowledge 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 includes a production Webex Tenant environment and provides each learner with the individualized resources available within Webex Contact Center to gain experience at an individualized pace. Since the training and Customers’ production environments are similar, the positive impacts of the knowledge gained in the course will be immediately beneficial to attendees as well as the Webex Tenant organization being maintained. 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 that incorporate Monitoring, Recording, and Reporting capabilities. Functional testing and problem isolation are included as a part of the lab environment itself.
  • Learners should have the following knowledge or experience:
  • 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
4 Days/Lecture & Lab
  • Digital Platform Architects
  • Voice System Engineers
  • 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
Course 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

Related Scheduled Courses