DASVM’s Webex Contact Center Enterprise (WxCCE) course offers a comprehensive understanding of the features and functionalities essential for managing customer interactions effectively. Participants will learn to navigate the platform, implement multichannel engagement, and utilize advanced tools for performance management. The Webex Contact Center Enterprise (WxCCE) course equips students with essential skills to effectively utilize and manage the Webex Contact Center platform, focusing on both operational excellence and customer engagement enhancements.
Course Objectives:
In this course, you will learn to:
- Understand the architecture and components of Webex Contact Center Enterprise.
- Configure and manage agent and supervisor roles within the platform.
- Implement routing strategies to optimize customer interactions.
- Utilize analytics tools to interpret performance metrics.
- Design effective customer experiences using the Webex interface.
- Integrate Webex Contact Center with existing business applications.
- Leverage reporting features for real-time and historical analysis.
- Utilize Webex APIs for advanced customization and automation.
- Manage security settings and user permissions effectively.
- Explore troubleshooting techniques for common issues within the platform.
Course content
An Introduction to Cisco Webex Contact Center Enterprise
- Webex Contact Center Enterprise overview
- Standard/Additional Application availability
- Digital (multi-channel) options
- Contact Center Artificial Intelligence (CCAI) services overview
- Licensing Options
- Webex Contact Center Architecture overview
- Security Considerations
- Peering options overview
- Infrastructure as a Service (IaaS) overview
- PSTN/calling options
- Agent options
- Call/Data Flows overview
- Scripting Interfaces Overview
- Interaction Manager Designer
- ICM Internet Script Editor
- CVP Call Studio
- Options for connecting to the Webex Contact Center Enterprise Environment
Webex CCE Administration Portal Interface
- Admin Portal Features and Highlights
- Accessing the Admin Portal (Launchpad)
- SSO Options
- Portal Mobile
- Admin Portal Navigation
- Launchpad
- Customizing the Launchpad
- Introduction to Interaction Manager (Contact Flow designer)
- Lab:Log in to the Portal
- Lab:Navigating the Webex CCE Environment
- Lab:Customizing the Launchpad
Configuring Security Roles and Users
- User Types
- Security
- Collections
- Access Groups
- Roles/Standard Roles
- Configuring Non-Agent Users
- Configuring Agent Users
- Options for administering users (clone/deactivate/delete/audit)
- Bulk Tools
- Lab: Add Non-Agent (Administrator) user
- Lab: Add an Agent User
Configuring Contact Center Skills
- Skills Features
- Adding Skills
- Precision Queues and Attributes
- Assigning Skills/Attributes to Agents
- Scheduling Skill assignments
- Finesse
- Overview
- Agent PG Considerations
- Lab: Creating Skills
- Lab: Configuring Attributes and Precision Queues
- Lab: Scheduling Skills
- Lab: Agent Login to Finesse
Routing Controls
- Overview of Routing Controls, Audio files and the relation to Contact Flows (scripting)
- Routing Controls Features
- Routing Controls types
- Date/Time/Range
- Number
- Percentage
- Schedule
- Switch
- Table
- Text
- Throttle
- SBC to routing client controls
- Lab: Configure Routing Controls
Audio Manager
- Audio Manager
- Audio Prompts
- Audio Groups
- Audio Versioning
- Language considerations
- Scheduling audio
- Lab: Managing Audio Files
Using the Interaction Manager to build Contact Flows
- Webex Contact Center Enterprise Scripting Overview
- Interaction Manager Contact Flows
- ICM Script Editor Routing Script considerations
- IVR/VRU functions/nodes
- Audio F
- Call Studio Projects/Application considerations
Supervisor and Agent productivity functions
- Agent Team Features
- Supervisor Configuration
- Agent Team Configuration
- Reason Codes and WrapUp Codes
- Phone Books
- Lab: Configure a Supervisor and Agent Team
- Lab: Configure/implement Reason Codes
- Lab: Configure Phone Book
- Lab: Customizing the Finesse Desktop
Building a Basic Webex Contact Center Enterprise ICM Script
- Introduction to Script Editor
- Use Script Editor Nodes
- Understand Variables
- Schedule Scripts
- Manage Additional ICM Scripting Tools
- Lab: Prepare a Basic Label Script
- Lab: Use ICM Tools for ICM Scripts
- Lab: Build an Agent Routing ICM Script
Configuring Basic Call Treatment and Queuing
- Review Media files and the Audio Manager
- ECC Variables
- Microapps
- Play Media Microapp
- Get Digits Microapp
- Menu Microapp
- Play Data Microapp
- Get Speech Microapp
- Capture Microapp
- Scripting with Microapps
- Lab: Media Files and Variables in ICM Scripting
- Lab: Basic IVR Scripting with MicroApps
Implementing Precision Routing
- Exploring the Basics
- Migration Path
- Skill Groups vs. Precision Queues
- Configuring Attributes and Precision Queues
- Precision Routing Sample Scenario
- Lab: Configure and Implement Precision Routing in Flow Designer
- Lab: Configure and Implement Precision Routing in ICM Script Editor
Internal Calls and Transfers
- Understand Transfer Types and CVP Call Flow Models
- Describe Subsequent Transfers
- Perform UCM Configurations for Transfers
- Configure CUCM as Routing Client and Agent Transfers
- Lab: Internal Calls and Transfers
Implementing VXML Applications
- VXML Overview
- CCE VXML Architecture and Logic Flow
- Build Basic Call Studio Project
- Deploy Project, Verify Config
- CCE Scripting for External VXML Applications
- Lab: VXML Server Configuration and Call Studio Installation
- Lab: Create and Deploy a Cisco Unified Call Studio Project
- Lab: Integrate VXML Applications with a CCE Script
Running Unified CC Enterprise Reports with Unified IC
- Introduce and Navigate CUIC
- Reporting Touch Points
- Access CUIC Stock Reports
- Create CUIC Custom Reports
- Create Custom Dashboards
- Lab: Running Stock Reports
- Lab: Creating a Custom Report
- Lab: Creating a Dashboard
Configuring Advanced Scripting and CCE Data Exchange
- Design for Advanced Scripting
- CCE Data Exchange
- Using Call Studio
- Implement Database Lookup using VXML
- Collect Response from the Caller
- Invoking Call Studio Applications with CCE Routing Scripts
- Lab: Creating VXML Application using Call Studio
- Lab: Creating CCE Routing Script
- Lab: Testing your Call Flow
Troubleshooting and Escalation
- Checking System Health
- Collecting Log Files
- Troubleshooting tools available to customers
- Webex Contact Center Enterprise Support Processes
- Webex Contact Center Enterprise Escalation Process
- Lab: Check system Health
- Lab: Collect Log and Trade files
To see the full course content Download now
Course Prerequisites
- Basic understanding of contact center operations and concepts
- Familiarity with customer service principles and practices
- General knowledge of networking and communication technologies
- Basic proficiency in using web-based applications and software
- Experience with Cisco collaboration tools is beneficial but not mandatory
- Basic knowledge of networking (Windows A/D, SQL) and components (servers, routers, switch) is helpful but not required.
- Working knowledge of Unified Communications Manager and voice gateways.
Who can attend
- IT Administrators
- Network Engineers
- Contact Center Managers
- Customer Experience Managers
- Technical Support Specialists
- System Integrators
- Customer Service Representatives
- Business Analysts
- IT Consultants
- Telecommunications Professionals
Number of Hours: 40hrs
Certification
Key features
- One to One Training
- Online Training
- Fastrack & Normal Track
- Resume Modification
- Mock Interviews
- Video Tutorials
- Materials
- Real Time Projects
- Virtual Live Experience
- Preparing for Certification
FAQs
DASVM Technologies offers 300+ IT training courses with 10+ years of Experienced Expert level Trainers.
- One to One Training
- Online Training
- Fastrack & Normal Track
- Resume Modification
- Mock Interviews
- Video Tutorials
- Materials
- Real Time Projects
- Materials
- Preparing for Certification
Call now: +91-99003 49889 and know the exciting offers available for you!
We working and coordinating with the companies exclusively to get placed. We have a placement cell focussing on training and placements in Bangalore. Our placement cell help more than 600+ students per year.
Learn from experts active in their field, not out-of-touch trainers. Leading practitioners who bring current best practices and case studies to sessions that fit into your work schedule. We have a pool of experts and trainers are composed with highly skilled and experienced in supporting you in specific tasks and provide professional support. 24x7 Learning support from mentors and a community of like-minded peers to resolve any conceptual doubts. Our trainers has contributed in the growth of our clients as well as professionals.
All of our highly qualified trainers are industry experts with at least 10-12 years of relevant teaching experience. Each of them has gone through a rigorous selection process which includes profile screening, technical evaluation, and a training demo before they are certified to train for us. We also ensure that only those trainers with a high alumni rating continue to train for us.
No worries. DASVM technologies assure that no one misses single lectures topics. We will reschedule the classes as per your convenience within the stipulated course duration with all such possibilities. If required you can even attend that topic with any other batches.
DASVM Technologies provides many suitable modes of training to the students like:
- Classroom training
- One to One training
- Fast track training
- Live Instructor LED Online training
- Customized training
Yes, the access to the course material will be available for lifetime once you have enrolled into the course.
You will receive DASVM Technologies recognized course completion certification & we will help you to crack global certification with our training.
Yes, DASVM Technologies provides corporate trainings with Course Customization, Learning Analytics, Cloud Labs, Certifications, Real time Projects with 24x7 Support.
Yes, DASVM Technologies provides group discounts for its training programs. Depending on the group size, we offer discounts as per the terms and conditions.
We accept all major kinds of payment options. Cash, Card (Master, Visa, and Maestro, etc), Wallets, Net Banking, Cheques and etc.
DASVM Technologies has a no refund policy. Fees once paid will not be refunded. If the candidate is not able to attend a training batch, he/she is to reschedule for a future batch. Due Date for Balance should be cleared as per date given. If in case trainer got cancelled or unavailable to provide training DASVM will arrange training sessions with other backup trainer.
Your access to the Support Team is for lifetime and will be available 24/7. The team will help you in resolving queries, during and after the course.
Please Contact our course advisor +91-99003 49889. Or you can share your queries through info@dasvmtechnologies.com
