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Cisco Webex Contact Center Expert

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The Cisco WebEx Contact Center Self Study Kits are designed to empower IT professionals with the knowledge and skills necessary to build and manage a contact center efficiently. These self-study kits offer a cost-effective alternative to traditional training methods, allowing individuals to learn at their own pace and on their own schedule.

Package Includes:
โ˜Ž๏ธ - ๐‚๐ข๐ฌ๐œ๐จ ๐–๐ž๐›๐„๐ฑ ๐‚๐จ๐ง๐ญ๐š๐œ๐ญ ๐‚๐ž๐ง๐ญ๐ž๐ซ Training Video
โ˜Ž๏ธ - ๐‚๐ข๐ฌ๐œ๐จ ๐–๐ž๐›๐„๐ฑ ๐‚๐จ๐ง๐ญ๐š๐œ๐ญ ๐‚๐ž๐ง๐ญ๐ž๐ซ Lab Video
โ˜Ž๏ธ - ๐‚๐ข๐ฌ๐œ๐จ ๐–๐ž๐›๐„๐ฑ ๐‚๐จ๐ง๐ญ๐š๐œ๐ญ ๐‚๐ž๐ง๐ญ๐ž๐ซ Scripting (flow designer)
โ˜Ž๏ธ - 25 Hours of Lab Access to practice (schedule basis)
โ˜Ž๏ธ - Free updates

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Outline


  • Chapter 01 - Overview of Cisco WebEx Contact Center
  • Chapter 02 - Overview of Cisco WebEx CC Core Feature
  • Chapter 03 - Overview of Cisco WebEx CC License
  • Chapter 04 - Overview of Cisco WebEx CC Architecture and Connectivity
  • Chapter 05 - Estimate Sizing of Trunk and Agent Requirement for Cisco WebEx CC
  • Chapter 06 - Cisco Webex Global Datacenter Deployment Overview
  • Chapter 07 - Overview of Cisco WebEx Partner Hub
  • Chapter 08 - Managing Control Hub from Customer Perspective
  • Chapter 09 - Setting up New Customer in Partner Hub for Contact Center
  • Chapter 10 - Cisco WebEx CC Tanent Provission Overview
  • Chapter 11 - Managing Agent, Skills, Skills profile and Multimedia Profile in WebExCC
  • Chapter 12 - Managing Entry Points and Queues Configurations
  • Chapter 13 - Managing Cisco WebEX CC Sites and Teams
  • Chapter 14 - Managing Users and Users Profile in Cisco WebEX CC
  • Chapter 15 - Managing Skills Definition and Skills Profile Attributes
  • Chapter 16 - Cisco WebEx CC - Flows
  • Chapter 17 - Manging Routing Strategy in Cisco WebEX CC
  • Chapter 18 - Overview and Configuration of Google DialogFlow Text to Speech for WebEXCC
  • Chapter 19 - Overview of Cisco WebEx Experience Management Platform
  • Chapter 20 - Creating My First Call Flow using Flow Designer in Cisco WebEx CC
  • Chapter 21 - Overview and Configuration of Cisco WebEx Routing Strategy
  • Chapter 22 - Overview of Tanet Management Portal
  • Chapter 23 - Overview of Agent Desktop
  • Chapter 24 - Overview of Cisco WebEx CC Analyzer
  • Chapter 25 - Integrating Cisco WebEX CC with Google CCAI DialogFlow
  • Chapter 26 - Overview of Google DialogFlow and Natural Language Processing
  • Chapter 27 - Creating Virtual Agent for Chat and Voice for WebEX CC
  • Chapter 28 - Overview of End to End Skills Profile Based on Customer Scenario
  • Chapter 29 - Detailed Overview of WebEx Scripting Flow Builder
  • Chapter 30 - Configuring Chat Capabilities in Cisco WebEx CC

WebEx Contact Center Lab Video

  • Navigating the Control Hub and Contact Center Portal
  • Creating Agent, User and Skills Profile for Users
  • Configuring Sites and Teams
  • Provisioning Contact Center Agents
  • Defining Dialed Numbers, Extensions, Entry Points, and Queues
  • Creating a Call Flow to Agents
  • Adding IVR Functionality to the Call Flow
  • Configuring the Supervisor and Common Supervisor Tasks
  • Loading the Three Default Flows for Webex Connect (Instructor Demo)
  • Configuring Web/Live Chat in WXCC
  • Administering Webex Contact Center (AWXCC)
  • Configuring the Facebook Messenger Channel
  • Configuring the Email Channel
  • Using Visualization to Generate Reports and Dashboards


Cisco WebEx Contact Center Scripting (flow designer)

  • Lab 1 - Introduction to WxCC Flow Designer
  • Lab 2 - Creating WxCC Flow using Play Music Activity
  • Lab 3 - Creating WxCC Flow Using Play Message with Static Audio and Google TTS
  • Lab 4 - Creating WxCC Flow using Collect Digit Activities
  • Lab 5 - Creating WxCC Flow Using Menu Activity to build IVR Application
  • Lab 6 - Creating WxCC Flow Using Blind Transfer Activity
  • Lab 7 - Creating WxCC Flow Using Queue Contact Activity
  • lab 8 - Creating WxCC using Get Queue Info and Build Queue Loop
  • Lab 9 - Creating WxCC Flow Using Advanced Queue Info Activities
  • Lab 10 - Creating WxCC Flow Using Escalate Call Distributionย 


More to come


  • Navigating the Control Hub and Contact Center Portal
  • Creating Agent, User and Skills Profile for Users
  • Configuring Sites and Teams
  • Provisioning Contact Center Agents
  • Defining Dialed Numbers, Extensions, Entry Points, and Queues
  • Creating a Call Flow to Agents
  • Adding IVR Functionality to the Call Flow
  • Configuring the Supervisor and Common Supervisor Tasks
  • Loading the Three Default Flows for Webex Connect (Instructor Demo)
  • Configuring Web/Live Chat in WXCC
  • Administering Webex Contact Center (AWXCC)
  • Configuring the Facebook Messenger Channel
  • Configuring the Email Channel
  • Using Visualization to Generate Reports and Dashboards


Cisco WebEx Contact Center Scripting (flow designer)

  • Lab 1 - Introduction to WxCC Flow Designer
  • Lab 2 - Creating WxCC Flow using Play Music Activity
  • Lab 3 - Creating WxCC Flow Using Play Message with Static Audio and Google TTS
  • Lab 4 - Creating WxCC Flow using Collect Digit Activities
  • Lab 5 - Creating WxCC Flow Using Menu Activity to build IVR Application
  • Lab 6 - Creating WxCC Flow Using Blind Transfer Activity
  • Lab 7 - Creating WxCC Flow Using Queue Contact Activity
  • lab 8 - Creating WxCC using Get Queue Info and Build Queue Loop
  • Lab 9 - Creating WxCC Flow Using Advanced Queue Info Activities
  • Lab 10 - Creating WxCC Flow Using Escalate Call Distributionย 


More to come


  • Lab 1 - Introduction to WxCC Flow Designer
  • Lab 2 - Creating WxCC Flow using Play Music Activity
  • Lab 3 - Creating WxCC Flow Using Play Message with Static Audio and Google TTS
  • Lab 4 - Creating WxCC Flow using Collect Digit Activities
  • Lab 5 - Creating WxCC Flow Using Menu Activity to build IVR Application
  • Lab 6 - Creating WxCC Flow Using Blind Transfer Activity
  • Lab 7 - Creating WxCC Flow Using Queue Contact Activity
  • lab 8 - Creating WxCC using Get Queue Info and Build Queue Loop
  • Lab 9 - Creating WxCC Flow Using Advanced Queue Info Activities
  • Lab 10 - Creating WxCC Flow Using Escalate Call Distributionย 


More to come

Package Deal

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  • 200 Hours of Lab Access
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Demo Chapters