Webex by Cisco Contact Centre Supervisor Monitoring & Reporting
Webex by Cisco CC supervisors are provided with information and management tools to help them understand how reporting data is generated and how to interpret reporting data in a Webex by Cisco Contact Centre environment.
| 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 Reporting Analyzer |
| 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, Supervisors will be able to:
Supervisor Call Handling
- Agent Desktop
- Call handling
- Advanced Call Handling
- Reports
- Mange Chat Contacts
- Mange Email Contacts
Call Monitoring - Monitor Calls
- Coach an Agent
- Barge in on a Call
- View Call Monitoring Information
- Work with Monitoring Schedules
Call Recording
- Create a Recording Schedule
- Edit a Recording Schedule
- Delete a Recording Schedule
- General Settings
- Advanced Settings
Call Recording Management
- Searching / Playing Recordings
- Assigning and Removing Tags
- Understanding Search Attributes
- Create Custom Attributes
Reporting Analyzer
- Understand Stock Historical Reports
- Understand Stock Real Time Reports
- Understand and create Visualisations
- Run Reports
- Scheduling Reports/ Visualizations
- Understand and run Dashboards