Cisco Webex Contact Center Training
Offered by Sunshine Learning & Technologies
Sunshine Learning & Technologies is proud to offer an in-depth, instructor-led training program on Cisco Webex Contact Center (WxCC). This course is designed to equip IT professionals, administrators, and contact center specialists with the essential skills to configure, manage, and optimize a Webex Contact Center environment. Through a blend of theoretical lessons and hands-on labs, participants will gain a comprehensive understanding of cloud contact center capabilities.
📚 Course Agenda
Module 1: Introduction to Cisco Webex Contact Center
- Overview of Webex Contact Center architecture and features
- Understanding tenant profiles, user roles, and licensing
- Navigating the Control Hub and Admin Portal
Module 2: User and Team Configuration
- Setting up users, teams, and sites
- Skill definitions and multimedia profiles
- User provisioning and role-based access
Module 3: Call Routing and Flow Management
- Entry points and queue setup
- Creating and managing routing strategies
- Flow Designer: configuring call flows with routing logic
Module 4: Supervisory Tools and Monitoring
- Supervisor roles and permissions
- Real-time monitoring and call recording
- Performance dashboards and analytics
Module 5: Enabling Digital Channels
- Configuring chat, email, social media, and SMS channels
- Integrating bots and virtual assistants
- Multichannel flow and escalation handling
Module 6: Integration and Advanced Features
- Integrating with Google Dialogflow and CRM platforms
- API usage for customization and automation
- JSON-based flow customization and scripting
Module 7: Reporting and Analytics
- Using Analyzer for real-time and historical reporting
- Creating custom reports and dashboards
- Data exports and visualization best practices
🎯 Target Audience
This course is ideal for:
- Contact Center Administrators
- Network/System Engineers
- IT Support Teams
- CX Managers and Quality Analysts
🕒 Course Duration
(Instructor-led Training)
Includes lectures, hands-on labs, and live Q&A with certified trainers from Sunshine Learning & Technologies.
📞 Contact Us
For a detailed Table of Contents (TOC) or to schedule a customized training session, please get in touch with Sunshine Learning & Technologies:
- 📧 Email: info@sunshinelearning.com
- ☎️ Phone: +91-9310127274
- 🌐 Website: www.sunshinelearning.com
