Skip to Content

Administering Webex Contact Center (AWXCC)

Administering Webex Contact Center (AWXCC) is a 5-day, hands-on, instructor-led training course intended for anyone requiring Day 2 support knowledge of the Webex Contact Center environment. This lab-intensive course enables learners to administer Webex Contact Center in a cloud-native environment.  

What is included:

  • 5 Days Instructor-led Training Online | Onsite
  • 80 Hours of Additional Lab Access
  • 100+ Video Lab/Lectures e-Learning
  • 2 Years Free Retake of this course
  • Workbook and Lab Guide

Pricโ€‹e - $3,499.99 USD

Financing Available offers from 

18 monthly payments of $56.14
12 monthly payments of $81.23
6 interest-free payments of $150.00

 Click Here To Get Started

Sign up for this course by December 31, 2024, and receive two additional courses absolutely FREEโ€”a total value of  $5,499 at no extra cost! (valid for 5 years)

Course Outline

Course Objectives:

Learners will gain proficiency with the Webex Contact Center Cloud-based operating environment and be able to provide Day 2 operational support in a multi-channel Tenant environment. Upon successful completion of this course, the student should gain proficiency in the following:

  • Describe the capabilities, architecture, licensing, and PSTN calling options of the Webex Contact Center solution
  • Configure Tenant Profile components, including Sites, Teams, Users, Agents, and the various types of associated profiles
  • Design Queues, Call Routing Strategies, and Flows to handle common inbound calls routed to the IVR and Agents
  • Configure skill overflow/relaxation techniques used for LAA and SBR queues
  • Configure Routing Strategies to accommodate Business Hours
  • Establish Supervisory functions, including Call Monitoring and Recording
  • Define the functionality of Digital Channels including Email, SMS, WebChat, and others
  • Generate common analytics displays and custom reports
  • Perform basic configuration and administration of the Webex Contact Center solution

Course Outline:

The Administering Webex Contact Center (AWXCC) course is a 4-day, hands-on, instructor-led training intended for anyone with Day-2 responsibilities for Webex Contact Center. This lab-intensive course enables learners to administer Webex Contact Center. The course contains the following lecture and lab components.

Module 1: An Introduction to Cisco Webex Contact Center

Objective: Introduce the capabilities, architecture, and navigation of the Webex Contact Center solution

  • Webex Contact Center Overview
  • Webex Contact Center Architecture
  • Licensed Options
  • Accessing the Contact Center
  • PSTN Options
  • Discovery 1-1: Navigating the Control Hub and Contact Center Portal

Module 2: Tenant Profiles

Objective: Demonstrate and configure the components of a Tenant Profile

  • Components of a Tenant Profile
  • Contact Center User Types
  • Profile Types for Users
    • Skill, User, Agent, Multimedia
    • Including Skill Definitions
  • Sites and Teams
  • Adding Contact Center Users 
    • Profile Associations for Various Types of Contact Center Users
  • Bulk Tools
  • Discovery 2-1: Creating Profiles for Users
  • Discovery 2-2: Configuring Sites and Teams
  • Discovery 2-3: Provisioning Contact Center Agents

Module 3: Routing Strategies and Call Flows

Objective: Configure Entry Point, complex Call Routing strategies, and Call Control scripts

  • Overview
  • Dialed Numbers (DNs), Entry Points, and Queues
  • Routing Strategies and Audio Files
  • Call Flow Overview
  • Basic Activity Configuration for Inbound Call Flows
  • Advanced Activity Configuration
  • Discovery 3-1: Defining Dialed Numbers, Extensions, Entry Points, and Queues
  • Discovery 3-2: Creating a Call Flow to Agents
  • Discovery 3-3: Adding IVR Functionality to the Call Flow

Module 4: Supervisory Functions

Objective: Define and demonstrate the Supervisory functions including Call Monitoring and Recording

  • Supervisor Configuration
  • Call Recording
  • Recording Management
  • Call Monitoring
  • Discovery 4-1: Configuring the Supervisor and Common Supervisor Tasks

Module 5: WebEx Connect Digital Channels 

Objective: Define the Digital Channel functionality of the Webex Contact Center environment

  • Digital Channels Overview
  • Web/Live Chat
  • Facebook Messenger
  • Email
  • SMS
  • Digital Channel Flow
  • Discovery 5-1: Loading the Three Default Flows for WebEx Connect (Instructor Demo)
  • Discovery 5-2: Configuring Web/Live Chat in WXCC
  • Discovery 5-3: Configuring the Facebook Messenger Channel
  • Discovery 5-4: Configuring the Email Channel

Module 6: Reports and Dashboards Using Visualizations

Objective: Define the available types of Reports and Analytics for visualizations, and demonstrate the ability to generate custom reports within specified parameters

  • Visualizations
  • Reporting options
  • Stock Reports
  • Dashboards
  • Discovery 6-1: Using Visualization to Generate Reports and Dashboards

LAB ACTIVITIES

  • Discovery 1-1: Navigating the Control Hub and Contact Center Portal
    • Explore the Webex Control Hub
    • Explore the Webex Contact Center Management Portal
    • Create an Administrative User for the Control Hub and Contact Center Portal
  • Discovery 2-1: Creating Profiles for Users
    • Create a User Profile
    • Create an Agent Profile
    • Create a Multimedia Profile
    • Create Skill Definitions and Skill Profiles
  • Discovery 2-2: Configuring Sites and Teams
    • Configure a Site
    • Configure Teams
  • Discovery 2-3: Provisioning Contact Center Agents
    • Contact Center Enable your Administrator account
    • Add an Agent to the Contact Center
  • Discovery 3-1: Defining Dialed Numbers, Extensions, Entry Points, and Queues
    • Observe Contact Center Dialed Numbers, add Agent Extensions
    • Configure and Map Entry Point to DN
    • Configure Longest Available Agent (LAA) Queues
    • Configure a Skills-Based Routing (SBR) Queue
  • Discovery 3-2: Creating a Call Flow to Agents
    • Create a Basic Call Flow
    • Configure a Routing Strategy
    • Test inbound calling to an Agent
  • Discovery 3-3: Adding IVR Functionality to the Call Flow
    • Add basic Prompt/Collect (IVR) functionality to a Call Flow
    • Skills Based Routing (SBR) and Relaxation
    • Routing Strategy considerations for Business Hours
  • Discovery 4-1: Configuring the Supervisor and Common Supervisor Tasks
    • Log in to Webex Control Hub and Make a Supervisor
    • Configure and Use Call Recording as a Supervisor or Administrator
    • Configure and Use Call Monitoring as a Supervisor or Administrator
  • Discovery 5-1: Loading the Three Default Flows for WebEx Connect (Instructor Demo)
    • Log In to Webex Connect
  • Discovery 5-2: Configuring Web/Live Chat in WXCC
    • Create an Account on Glitch.com
    • Configure a Service in Webex Connect
    • Configure a Chat App/Asset in Webex Connect
    • Create an Entry Point and Queue for Chat in Webex CC
    • Add a Template
    • Create a New Chat Flow
    • Configure the Chat Asset in Webex Engage
    • Configure Chat Templates in Webex Engage
  • Discovery 5-3: Configuring the Facebook Messenger Channel
    • Create a Facebook Page
    • Create a Facebook App (Asset) in Webex Connect
    • Create an Entry Point and Queue for Facebook Messenger in Webex CC
    • Add and Configure the Facebook Messenger Flow to Your Service
    • Test Your Facebook App
    • Configure Facebook Templates in Webex Engage
  • Discovery 5-4: Configuring the Email Channel
    • Create an Email App (Asset) in Webex Connect
    • Log In to Your Student Email Box and Forward to Webex Connect
    • Create an Entry Point and Queue for Email in Webex CC
    • Add and Configure the Email Flow to Your Service
    • Configure Email Templates in Webex Engage
    • Test your Email Digital Channel
  • Discovery 6-1: Using Visualization to Generate Reports and Dashboards
    • Log into Customer Journey Analyzer and Review the Default Dashboard Reports
    • Customer Journey Analyzer User Interface
    • Access Control
    • Execute Stock Reports
    • Create a Custom Report Using a Stock Report
    • Create a Real-time Contact Report
    • Create a Real-time Agent Report
    • Create Chat Reports with Interval
    • Use Formulas and Filters
    • Enhanced Field Compound Visualization and Drill-down
    • Stock Dashboards


  • Discovery 1-1: Navigating the Control Hub and Contact Center Portal
    • Explore the Webex Control Hub
    • Explore the Webex Contact Center Management Portal
    • Create an Administrative User for the Control Hub and Contact Center Portal
  • Discovery 2-1: Creating Profiles for Users
    • Create a User Profile
    • Create an Agent Profile
    • Create a Multimedia Profile
    • Create Skill Definitions and Skill Profiles
  • Discovery 2-2: Configuring Sites and Teams
    • Configure a Site
    • Configure Teams
  • Discovery 2-3: Provisioning Contact Center Agents
    • Contact Center Enable your Administrator account
    • Add an Agent to the Contact Center
  • Discovery 3-1: Defining Dialed Numbers, Extensions, Entry Points, and Queues
    • Observe Contact Center Dialed Numbers, add Agent Extensions
    • Configure and Map Entry Point to DN
    • Configure Longest Available Agent (LAA) Queues
    • Configure a Skills-Based Routing (SBR) Queue
  • Discovery 3-2: Creating a Call Flow to Agents
    • Create a Basic Call Flow
    • Configure a Routing Strategy
    • Test inbound calling to an Agent
  • Discovery 3-3: Adding IVR Functionality to the Call Flow
    • Add basic Prompt/Collect (IVR) functionality to a Call Flow
    • Skills Based Routing (SBR) and Relaxation
    • Routing Strategy considerations for Business Hours
  • Discovery 4-1: Configuring the Supervisor and Common Supervisor Tasks
    • Log in to Webex Control Hub and Make a Supervisor
    • Configure and Use Call Recording as a Supervisor or Administrator
    • Configure and Use Call Monitoring as a Supervisor or Administrator
  • Discovery 5-1: Loading the Three Default Flows for WebEx Connect (Instructor Demo)
    • Log In to Webex Connect
  • Discovery 5-2: Configuring Web/Live Chat in WXCC
    • Create an Account on Glitch.com
    • Configure a Service in Webex Connect
    • Configure a Chat App/Asset in Webex Connect
    • Create an Entry Point and Queue for Chat in Webex CC
    • Add a Template
    • Create a New Chat Flow
    • Configure the Chat Asset in Webex Engage
    • Configure Chat Templates in Webex Engage
  • Discovery 5-3: Configuring the Facebook Messenger Channel
    • Create a Facebook Page
    • Create a Facebook App (Asset) in Webex Connect
    • Create an Entry Point and Queue for Facebook Messenger in Webex CC
    • Add and Configure the Facebook Messenger Flow to Your Service
    • Test Your Facebook App
    • Configure Facebook Templates in Webex Engage
  • Discovery 5-4: Configuring the Email Channel
    • Create an Email App (Asset) in Webex Connect
    • Log In to Your Student Email Box and Forward to Webex Connect
    • Create an Entry Point and Queue for Email in Webex CC
    • Add and Configure the Email Flow to Your Service
    • Configure Email Templates in Webex Engage
    • Test your Email Digital Channel
  • Discovery 6-1: Using Visualization to Generate Reports and Dashboards
    • Log into Customer Journey Analyzer and Review the Default Dashboard Reports
    • Customer Journey Analyzer User Interface
    • Access Control
    • Execute Stock Reports
    • Create a Custom Report Using a Stock Report
    • Create a Real-time Contact Report
    • Create a Real-time Agent Report
    • Create Chat Reports with Interval
    • Use Formulas and Filters
    • Enhanced Field Compound Visualization and Drill-down
  • Stock Dashboards

Self Study Kit Package

Click Here For Corporate Package

Cisco Collaboration

$1,299


Platinum Package

$1,899โ€‹


  • Access to all 11+ study Kits
  • Get access to all lectures and labs
  • 200 Hours of Lab Access
  • Unlimited update
  • Email Support


  • *Limited Time Offer

Buy Now

Sample Chapters

Demo Chapters

Demo Chapters

Demo Chapters

Contact Us For Information