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AWXCC - Administering Webex Contact Center

Administering Webex Contact Center (AWXCC) is a 4-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.

The lab environment includes a production Webex Tenant environment and provides each learner with the individualized resources available within Webex Contact Center to gain experience at an individualized pace. Since the training and Customers’ production environments are similar, the positive impacts of the knowledge gained in the course will be immediately beneficial to attendees as well as the Webex Tenant organization being maintained.

Course Overview

Overall Proficiency Level
2 - Intermediate
Course Prerequisites

Each learner must have a PC/laptop with audio/video capability, preferably with the Webex app already installed. At least one PSTN-capable phone (cell phone) is required. Although you will be using Webex Calling for Agent functionality, access to multiple PSTN phones will augment the understanding of the Webex Contact Center environment regarding routing calls to Agents – wherever they may reside.

Learners should have the following knowledge or experience:
  • MUST have prior knowledge of Call/Contact Center Operations and/or Administration
  • SHOULD have a basic understanding of Contact Routing and Reporting in an On-prem or Cloud based Call/Contact Center environment
  • SHOULD have familiarity with applications and services available in the Cloud
  • Possess multitasking skills regarding computer functionality, including the simultaneous use of the Ctrl-Tab keys
Training Purpose
Management Development
Skill Development
Specific Audience
All
Delivery Method
Classroom
Online, Instructor-Led
Course Locations

8890 McGaw Road
Suite 200
Columbia, MD 21045

625 W Adams Street
Chicago, IL 60661

5908 Headquarters Drive
Suite 400
Plano, TX 75024

201 N Franklin St
Floor 37
Tampa, FL 33602

40 E. Rio Salado Parkway
Suite 200
Tempe, AZ 85281

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Learning Objectives

  • 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

Framework Connections

The materials within this course focus on the NICE Framework Task, Knowledge, and Skill statements identified within the indicated NICE Framework component(s):

Feedback

If you would like to provide feedback on this course, please e-mail the NICCS team at NICCS@mail.cisa.dhs.gov. Please keep in mind that NICCS does not own this course or accept payment for course entry. If you have questions related to the details of this course, such as cost, prerequisites, how to register, etc., please contact the course training provider directly. You can find course training provider contact information by following the link that says “Visit course page for more information...” on this page.

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