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Cisco WebEx Agent Contact Centre – Voice, Chat & Email

This course provides delegates with a basic level of understanding of the Cisco WebEx Contact Centre Agent Desktop. The Agent desktop provides a single browser based application that enable agents to interact with customers using voice, chat, or email.
Depending on the configuration of the agent profile by the Cisco Webex Contact Center administrator, agents can communicate with customers through one, two, or all three channels. Agents will learn about the end user functionality of the Agent Desktop such as transferring calls and conference calls. It also covers the extra functionality available to ACD agents such as logging in & out and making themselves available to the queues.

Duration 1 Day
Group Size Up to 10 people per session
Prerequisite No Prior Knowledge Required
Course type Webex
Training Room Requirements Internet Access to online training tool such as Microsoft Teams, Webex or Zoom
PC per attendee
Agents must have access to:
WxCC Agent Desktop
Remote Training Requirements Sessions will be hosted using either Webex or Microsoft Teams sessions
Attendees must have access to a PC/ Laptop that can access Webex or Microsoft Teams
Note This course should take place before a cutover

Course Content

Upon successful completion, Agents will be able to:

  • Agent Desktop
  • Login / Logout
  • Agent Desktop Overview
  • Understanding Status
    Call Handling
  • Answer Incoming Calls
  • Understand Redirect On No Answer
  • End a Call
  • Making a Call
  • Call History

Advanced Call Handling

  • Hold
  • Pause Recording
  • Consult Transfer
  • Direct Transfer
  • Conference

Reports

  • Agent Summary Report
  • Agent Statistics Historical Report
  • Agent Statistics Realtime Report

Manage Chat Contacts

  • Respond to Chat Contact
  • End Chat Session
  • Start Conference Chat with another agent
  • End Chat Conference
  • Transfer a Chat
  • Escalate a Chat to a Video Call
  • End a Video Call

Manage Email Contacts

  • Respond to an Email
  • Send Quick Replies
  • Send Standard Replies
  • Transfer an Email

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