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Webex by Cisco Contact Centre Administration

Webex by Cisco CC administrators will be taken through the basic ‘Adds, Moves and Changes’ needed to maintain the Webex by Cisco Contact Centre. They will be shown the Webex Control Hub & the Management Portal. Both are accessed through a web browser.
The Control Hub and the Management Portal provides access to Webex Contact Center modules that enable administrators to create agent accounts and other contact centre resources. They will also be able to control contact treatment and distribution by creating and editing scheduled contact routing strategies and team capacity strategies.

Duration 3 hours per session
Group Size Up to 5 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
Administrator must have access to:
Webex Control Hub
WxCC Portal
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, administrators will be able to:

Create the Key Objects

  • An Entry Point
  • A Queue
  • A Site
  • Create a Skill Definition
  • Create a Skill Profile
  • Create a Team

Create an Agent

  • Agent DN Validation

Create a Supervisor

  • Supervisor Permissions

Create an Administrator

  • Administrator Permissions

Auxiliary Codes

  • Create a Work Type
  • Create an Auxiliary Codes
  • Assign an Auxiliary Codes to an Agent

DN

  • Create a DN
  • Map a DN

Call Control Scripts

  • Creating a Call Control Script
  • Call Control Blocks
  • Custom Control Script
  • Uploading and Updating Resource Files
  • Viewing, Creating and Modifying, Routing Strategies
  • Create IVR options
  • Set Opening Hours
  • Create Call Flow examplesRouting Strategy
  • Creating a Routing Strategy
  • Configure a Call Control ScriptCall Recording
  • Creating a Recording Schedule
  • Assign Supervisors Recording Permissions

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