Webex CC Administrator Training – Digital Channels (WXCCDC2)

In this hands-on Instructor led training, students will get an overview of Cisco Webex Contact Centre solution, understand the Digital Architecture & Licensed Options and perform all basic administrative configuration tacks to set up a Webex Contact Centre. You will be learning to configure flows using digital channel options such as Web/Live Chat, Facebook Messenger, Email and SMS.

Course  Objectives:

Upon completion of this workshop, students should be able to:

  • Configure Webex CC using digital channels
  • Design Webex CC using digital channel options for customers

Intended Audience:

  • Partner Pre-Sales SEs, Field SEs, Deployment SEs, Day-2 Operations

Pre-requisite skills:

Students attending this workshop should have a basic understanding of Contact Centre Operation.

Duration:

2 Days

Topics Covered:

  • An Introduction to Cisco Webex Contact Centre
  • Tenant Profiles
  • Create Webex Digital Channels Flows
  • Design Challenge

LAB:

Using Housley’s Webex CC Training Tenant:

  • Configuring Web/Live Chat in WXCC
  • Configuring the Facebook Messenger Channel
  • Configuring the Email Channel
  • Using Visualization to Generate Reports and Dashboards
  • Design Challenge

COURSE OUTLINE

  • An Introduction to Cisco Webex Contact Centre
    • Webex Contact Centre Overview
    • Webex Contact Centre Digital Architecture
    • Understanding Licensing
    • Licensed Options
    • Accessing the Contact Centre – Webex Engage & Webex Connect
  • Tenant Profiles
    • Tenant Profile
    • CC User Types
    • User Profile Types
    • Skill, Skill Definitions, User, Agent, Multimedia
    • Sites and Teams
    • Adding Contact Centre Users
    • Entry Points, and Queues
  • Webex Connect Digital Channels
    • Digital Channels Overview
    • Web/Live Chat
    • Facebook Messenger
    • Email
    • SMS
    • Digital Channel Flow
  • Design Challenge
    • Overview
    • Describe customer requirements

LAB

  • 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
  • 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
  • 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
  •  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
  • Design Challenge