Administering Webex Contact Center (AWXCC)

Master the administration of Webex Contact Center with our comprehensive course designed for administrators and Cisco partners, offering hands-on experience in managing cloud-native contact center environments for enhanced operational efficiency.

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Essential Skills Gained

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Understand Webex Contact Center architecture and navigation.

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Configure tenant profiles and call routing strategies efficiently.

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Implement supervisory functions including call monitoring and recording.

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Utilize digital channels and generate detailed reports and analytics.

Format

  • Instructor-led
  • 4 days with lectures and hands-on labs.

Audience

  • Administrators
  • DevOPs teams
  • Operations managers
  • Contact center specialists

Description

The Administering Webex Contact Center (AWXCC) course is a 3-day, hands-on, instructor-led training intended for administrators, team leads, workflow analysts, systems engineers, and Cisco partners requiring Day 2 support of the Webex Contact Center environment. This lab-intensive course enables learners to administer Webex Contact Center in a cloud-native environment. The lab environment emulates a typical deployment and provides each learner with the individualized resources available within Webex Contact Center. Since the training and deployment environments are similar, the positive impacts of the knowledge gained in the course will be immediate.   Course topics include setting up accounts, navigating the Contact Center Management Dashboard, configuring basic Contact Routing Flows to establish the customer experience, and performing day-to-day operational tasks. The course also includes advanced features that focus on creating custom call queues, defining contact attributes, utilizing digital communication channels, and creating a typical Call Center operating environment for Agents and Supervisors including Monitoring, Recording, and Reporting capabilities. Functional testing and problem isolation are included as a part of the lab environment itself.

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Upcoming Course Dates

July 8-11, 2025

5:00 AM - 1:00 PM

Virtual: Online - US/Eastern

Guaranteed to Run

Enroll

$3995

July 14-17, 2025

10:00 AM - 6:00 PM

Virtual: Online - US/Eastern

Guaranteed to Run

Enroll

$3995

August 11-14, 2025

10:00 AM - 6:00 PM

Virtual: Online - US/Eastern

Guaranteed to Run

Enroll

$3995

Course Outline

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Section 1: An Introduction to Cisco Webex Contact Center

  1. Overview of the Webex Contact Center Suite

  2. Webex Contact Center Architecture overview

  3. Navigating the Webex Control Hub and Contact Center Portal

  4. Webex Contact Center Call Flow Overview

  5. Discovery 1-1: Navigating the Deployment using Webex Contact Center Management Portal

  6. Discovery 1-2: Interactive discussion around Telephony Provisioning options

Section 2: Provisioning the Tenant Profile

  1. Tenant Profile components

  2. User vs. Agent vs. Supervisor functionality overview

  3. Skills

  4. Profiles (Skill, User, Agent, Multimedia)

  5. Sites

  6. Teams

  7. User/Agent/Supervisor configuration

  8. Bulk Tools

  9. Discovery 2-1: Provision of the components of a Tenant Profile

  10. Discovery 2-2: Provision of a Tenant Administrator and Test Login functionality

  11. Discovery 2-3: Provision a Tenant Agent and Login to Agent Interface

  12. Discovery 2-4: Provision an Entry Point and Queue to route calls to Agent

Section 3: Routing Strategies

  1. Routing Strategies and Call Control Scripts overview

  2. Entry Points

  3. Queues

  4. Control Scripts

  5. Professional Services Considerations

  6. Flow Designer and Control Script Blocks

  7. Routing Strategy types and scheduling considerations

  8. Entry Point Routing Strategies

  9. Audio Files

  10. Call Queue Routing Strategies

  11. Skills Based Routing and Skill Relaxation

  12. Discovery 3-1: Build a basic Call Control Script and deploy audio files

  13. Discovery 3-2: Complex Routing Strategy utilizing Skill Relaxation

  14. Discovery 3-3: Database Lookup

Section 4: Supervisory Functions

  1. Supervisor Configuration

  2. Monitoring and Recording Overview

  3. Monitoring Calls

  4. Coach an Agent

  5. Barge in on a Call

  6. Recording Schedules

  7. Searching/pruning recordings

  8. Customize the Desktop Layout

  9. Discovery 4-1: Provision of a Tenant Supervisor and Login to Supervisor Interface

  10. Discovery 4-2: Monitor Calls and Managing Recordings

  11. Discovery 4-3: Customize the Desktop Layout

Section 5: Outbound Campaigns

  1. System Module

  2. Campaigns and Campaign Management Console

  3. Dialing Modes vs. Campaign Modes

  4. Contact Strategies

  5. Campaign Groups and Actions

  6. Business Outcomes

  7. Contact Lists and Profiles

  8. Outbound Routing Strategies

  9. Campaign Management Options

  10. Call Guides and Script Designer

  11. Outbound Dialer Reports

  12. Discovery 5-1: Configure, Manage and Verify an Outbound Campaign

Section 6: Digital Channels (a.k.a. OmniChannel)

  1. CPaaS Digital Channels Overview

  2. Licensing Considerations

  3. Engage and Connect

  4. Facebook Messenger

  5. SMS

  6. WebChat

  7. Email

  8. Routing Strategy Considerations

  9. Discovery 6-1: Digital Channels Configuration and Verification

Section 7: Reporting and Analytics

  1. Reporting options

  2. Stock Reports

  3. Customer Journey Analyzer

  4. Visualizations

  5. Discovery 7-1: Running reports

  6. Discovery 7-2: Using the CJ Analyzer, incorporate some cool Visualizations

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