Webex by Cisco Agent Contact Centre – Voice, Chat & Email
This course provides delegates with a basic level of understanding of the Webex by Cisco 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 Webex by Cisco 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