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Cisco Webex Contact Center Training

This in-depth 5 Day Online Instructor-led course is customized designed by VoiceBootcamp for administrators and support personnel responsible for post-deployment operations. Through guided labs and interactive sessions, learners will gain real-world experience managing Webex Contact Center.

What is include:

✅5 Days Instructor-led Training
✅100 Hours of Additional Lab Access
✅100+ Video Lab/Lectures e-Learning
✅Retake Course For 2 Years for FREE
✅Workbook and Lab Guide

Course Fee - $3,499*

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Cisco WebEx Contact Center

Training video from $899

WebEx Contact Center Self Study Kits are tailored for IT professionals who prefer a flexible, self-paced learning experience. These comprehensive kits provide all the essential knowledge and practical insights needed to design, configure, and manage a WebEx Contact Center—without the constraints of traditional classroom training. Offering a budget-friendly solution, the self-study format enables learners to build expertise anytime, anywhere, at their own convenience. 

Package Includes:

  • WebEx Contact Center Lectures
  • WebEx Contact Center Video labs
  • WebEx Contact Center Flow Designer lectures
  • 100 Hours of Lab Access
  • Unlimited Updaes
  • 5 Year Access

Price - $899

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5 Days WebEx Contact Center Training Outline

Chapter 1: Introduction to Webex Contact Center

  • Platform Overview & Architecture
  • Licensing Models & PSTN Options
  • Accessing and Navigating Control Hub and the Portal
  • Explore the Control Hub and Portal

Chapter 2: Overview of Profiles and Configuration

  • Understanding Tenant Profiles
  • User and Agent Profile Types
  • Skills and Multimedia Profiles
  • Team and Site Configuration
  • Create and associate profiles, configure sites and teams, provision agents

Chapter 3: Routing and Scripting Flows

  • Dialed Numbers, Entry Points, and Queues
  • Routing Strategies & Audio File Integration
  • Call Flow Design and Advanced Activities
  • Define routing components, build flows, integrate IVR

Chapter 4: Managing and Configurations of Supervisor

  • Supervisor Role Setup
  • Recording & Monitoring Calls
  • Configure and test Supervisor functionalities

Chapter 5: Omni Channels Integration

  • Overview of Digital/Omni Channels
  • Web Chat, Facebook Messenger, Email, and SMS Configuration
  • Flow Design and Channel Templates
  • Configure and test Webex Connect channels

Chapter 6: Reporting & Analytics

  • Visualization and Reporting Options
  • Stock vs. Custom Reports
  • Dashboards and Real-time Monitoring
  • Create and customize reports using Customer Journey Analyzer

Chapter 7: Google Dialogflow

  • Introduction to Dialogflow
  • Setting up Environment
  • Basic Concepts and Overview
  • Building AI Agent
  • Manage DialogFlow Agents
  • Advanced DialogFlow Features
  • Integrating WebEx Adv Functionality

Module 8: Advanced Flows

  • Business Rules
  • Querying an external Database
  • Using APIs for DB query
  • http to jdbc
  • Pebblebed Expressions
  • Advanced Activitie

Module 9: Customizing the Agent and Supervisor Interface

  • The Desktop Layout
  • JSON file structure
  • Adding elements to the interface
  • Enabling Features
  • Discovery 1: Explore the Defaut Desktop Layout
  • Discovery 2: Customizing the Agent and Supervisor Layouts
  • Task 1: Download the json file
  • Task 2: Modify the Icon and Header
  • Task 3: Add a custom Widget
  • Task 4: Enabling Chat between Supervisor and Agent

Module 10: Webex Connect Flow Designer

  • Flow Designer Overview
  • Digital Channels review
  • Beyond the Default Flows
  • Branching Logic
  • Using Variables
  • Discovery 1: Building a Flow
  • Discovery 2: Business Hours for Digital Channels
  • Discovery 3: Customizing the Chat Flow

Module 11: Digital Channels Bot Builder

  • Digital Channels Overview
  • Digital Channels review
  • Introducing the Bot Builder
  • Building a Bot
  • Advanced Bot features
  • Discovery 1: The Bot Builder interface
  • Discovery 2: Configuring your first Bot
  • Discovery 3: Building logic into your Bot

Module 12: Analyzer Deep Dive

  • Introduction to Webex Contact Center Analyzer
  • Overview and purpose of Contact Center Analyzer
  • Key features and benefits
  • Typical use cases and business applications

Module 13: Webex CC API's

  • Introduction to Webex Contact Center API's
  • Documentation
  • Try it
  • Authentication
  • Apps
  • Test Token
  • Exploring the API's
  • Building a Python script
  • Understanding GraphQL
  • Discovery 1: Explore the Documentation
  • Discovery 2: Using Postman
  • Discovery 3: Create a Python Script using AI
  • Task 1: Use ChatGPT or CoPilot to build a Python Script to Authenticate to Webex Contact Center
  • Task 2: Get a list of Agents
  • Task 3: Add a Queue thru the API
  • Task 4: Get Performance metrics thru the API
  • Discovery 4: Track a call thru the API
  • Task 1: Create a Python Script to Queury the 4 Historical Databases
  • Task 2: Track a call thru the 4 databases and extract call details

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