Webex Contact Center Training Video – Learn Anytime, Anywhere
Prepare for Webex Contact Center Certification
Learn Webex Contact Center end-to-end with self-paced training videos. Build skills fast—no classroom needed. With 100+ Video labs/lectures and 100 hours of lab access to practice. Get unlimited updates.
Includes:
- 100+ Video labs/lectures
- WebEx Contact Center Lectures
- WebEx Contact Center Video labs
- WebEx Contact Center Flow Designer lectures
- WebEx Integration with 3rd Party - Azure, Okta & Google
- Migrating from Cisco Unified CM to WebEx Calling (coming soon)
- 100 Hours of Lab Access
- Unlimited Updaes
- 5 Year Access
Coming soon
- Migrating Cisco UCCX to WebEx Contact Center
- Migrating On-prem Cisco Unified CM to WebEx Calling
WbEx Contact Center Training Video Sample Chapters
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What You Will Learn
- Set up and manage Webex Contact Center tenants, sites, teams, and users
- Configure queues, entry points, and routing strategies
- Build call flows and IVR menus using Flow Designer
- Enable voice, chat, and email digital channels
- Use the Agent Desktop for call handling and monitoring
- Generate reports and manage dashboards for analytics
- Integrate Webex Contact Center with third-party systems (HTTP, CRM, etc.)
Course Outline
Lecture on Video
- 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
- Lab 1 -Overview of WebEx Control Hub and User Management for WxCC
- Lab 2 - Explore The Contact Center Management Portal and Control Hub
- Lab 3 - Creating User Profile to Assign Rights to Agents and Users
- Lab 4 - Creating Agent Profile to Control Features Available to Agent
- Lab 5 - Creating Various Multimedia Profile for Agents
- Lab 6 - Creating Skills Definition and Skills Group
- Lab 7 - Create Sites and Capacity or Agent Base Teams
- Lab 8 - Enabling WebEx User as Contact Center Agent and Supervisor
- Lab 9 - Creating Entry Point, Dial Number and Queue
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 Distribution Activity
- Lab 11 - Creating WxCC Flow Using Queue to Agent Activities
- Lab 12 - Building A Flow with Customized Music on Hold with loop
- Lab 13 - Creating a Loop and Loop Counter in WebEx CC Flow to control loop
- Lab 14 - Creating a Flow to Give User OptOut Option in Music on Hold
- Lab 15 - Using HTTP Request To Fetech Data From External Source
- Lab 16 - Using HTTP Request to Select Language Based on User Preference
- Lab 17 - Building Menu and Menu Choice Using HTTP Request and JSON file
- Lab 18 - Custom HTTP Connector with Authentication Fetech data from Genesys Cloud CX
- Lab 19 - Integrate Cisco WebEx CC with SalesForce For Agent Desktop Integration
- Lab 20 - Integrating Cisco WebEx Contact Center with Microsoft Dynamic 365 CRM
- Lab 21 - Configure Webex Contact Center Queue Overflow with Cascading Teams and Skill Relaxation
- Lab 22 - Using WebEx CC HTTP Request Response Code To Validate API Request
- Lab 23 - Integrating WebEx CC via HTTP API with Amazon AWS Lambda and DynamoDB
- Lab 24 - Formatting WebEx CC Varilable Data with Pebble Template - Abbreviate
- Lab 25 - Formatting WebEx CC Varilable Data with Pebble Template - Date and Time
- Lab 26 - Formatting WebEx CC Varilable Data with Pebble Template - Slicing Phone Number
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