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