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
Pricโe - $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
Sign up for this course by December 31, 2024, and receive two additional courses absolutely FREEโa total value of $5,499 at no extra cost! (valid for 5 years)
- Webex Contact Center Advanced (WXCCA) - 5 Days (Reg. Price $3,499 USD)
- Genesys CX: Implementation & Contact Center Administration - (Reg. Price $3,499 USD)
- Genesys Contact Center Training - Advanced Training - (Reg. Price $3,499 USD)
- Cisco WebEx Calling Professional Training - 5 Days - (Reg. Price $3,499 USD)
- Microsoft Collaboration Communications Systems Engineer - MS-721 Course - 5 Days - (Reg. Price $2,499 USD)
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
- 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
Cisco Collaboration
$1,299
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CCNP Collaboration 3.1 +
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CCIE Collaboration 3.1
- WebEx Calling Professional Video Training
- 80 Hours of Lab Access
- Unlimited update
- Email Support from instructor
Cloud Calling & Contact Center
$ 1,499
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- Microsoft Team Voice
- Email Support from instructor
- 80 Hours of Lab Access*
Contact Center Training video
$1,499โโ
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Cisco UCCE Training with CVP
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Cisco UCCX Training Videos
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- 100 Hours of Lab Access
- Unlimited update
- Email Support from instructor
Platinum Package
$1,899โ
- Access to all 11+ study Kits
- Get access to all lectures and labs
- 200 Hours of Lab Access
- Unlimited update
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- *Limited Time Offer
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Overview
PCI DSS is a set of security standards designed to ensure that all companies that accept, process, store, or transmit credit card information maintain a secure environment. These standards are mandated by the major credit card brands and are intended to protect cardholder data from breaches and fraud.
Key Principles of PCI Compliance
- Build and Maintain a Secure Network
- Firewall Configuration: We maintain and configure firewalls to protect cardholder data.
- Secure Passwords: Default system passwords are replaced with strong, unique passwords.
- Protect Cardholder Data
- Data Encryption: Cardholder data is encrypted during transmission over public networks using HTTPS and other security best practices.
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- Need-to-Know Basis: Access to cardholder data is restricted to those who need to know.
- Unique IDs: Unique identification is assigned to each person with computer access.
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- Monitoring: Network resources and cardholder data are regularly monitored and tested for security vulnerabilities.
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Contact Information
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Policy Review
This policy is reviewed annually and updated as necessary to ensure ongoing compliance with PCI DSS and to address new security threats and vulnerabilities.
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