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Cisco WebEx Contact Centre Supervisor Monitoring & Reporting

Cisco Webex 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 Cisco Webex 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

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