https://app.vidcast.io/share/c1686914-9c65-4f89-bfe4-7cd35437d673
Objective:
This training will guide administrators through the Webex Contact Center Overview page within Webex Control Hub. It focuses on key features, resources, and tools to help manage and monitor the contact center environment.
Module 1: Navigating to the Contact Center Overview Page
Step 1: Log in to Webex Control Hub (https://admin.webex.com).
Once logged in, you will land on the Control Hub Home page.
Step 2: Access the Contact Center Overview.
Scroll down the left-hand navigation menu to the Services section.
Select Contact Center to open the Overview page for Webex Contact Center.
Module 2: Key Sections on the Contact Center Overview Page
Helpful Resources Section
This section provides access to important user guides, such as:
Agent Desktop User Guide
Supervisor Desktop User Guide
Analyzer Desktop User Guide
These guides serve as valuable resources, especially when managing different roles and tasks within the Webex Contact Center.
Bookmark these guides and refer back to them as you gain experience with the platform. They are useful references for troubleshooting and deep-diving into specific features.
Module 3: What's New in Webex Contact Center
What's New Section
Cisco publishes updates about new features and upcoming releases on this page.
Key tabs include:
What's New: Features recently released
Coming Soon: Features that are scheduled for future releases
It is important to monitor this page regularly to stay up to date on enhancements, new capabilities, and important updates for Webex Contact Center.
Module 4: Quick Links Section
Below the Helpful Resources section, you will find Quick Links for easy navigation to key tools and functionalities within Webex Contact Center:
Agent Desktop:
This link opens the Agent Desktop for quick access to the agent interface.
Analyzer:
Clicking this link opens the Analyzer tool, which allows administrators to access reporting and analytics for Webex Contact Center.
Create a New Flow:
This option lets you create a new call flow from scratch, directly linking to the flow designer.
Webex Contact Center Management Portal:
This cross-launches the Webex Contact Center Management Portal, a key tool for managing and configuring the contact center environment.
It is frequently used by administrators for day-to-day management tasks.
Webex Engage (Digital Channels):
For administrators managing digital channels (like SMS, email, and social media), this link takes you directly to Webex Connect and Webex Engage to manage and configure those channels.
Webex Connect is where you manage the integration between digital channels and WxCC and digital flows
Webex Engage is where you manage the channel assets, like identifying the website associated with a chat, the chat widget appearance, etc.
Module 5: Utilizing Helpful Resources and Guides
Additional Resources:
Make use of the extensive resources provided by Cisco, including:
Documentation for Agent, Supervisor, and Analyzer roles.
Ongoing training materials for new features and updates.
Contact support if you need any further assistance with training materials or specific features.
Continuous Learning:
Even after initial onboarding, continue to refer back to these guides as new features are added. Cisco updates these resources regularly, ensuring that you stay informed on the latest developments in Webex Contact Center.
Module 6: License Usage Card
Current Cycle Usage:
View the concurrent license utilization for the current billing cycle, showing:
Standard License usage and number purchased.
Premium License usage and number purchased.
Contact your CSM or Support if you need any further assistance with your license usage and utilization.
IVR Port License:
For high-volume contact centers, view your port usage by selecting IVR Port License from the Agent License drop down.
This shows the number of IVR port orders and used during peak times.
Conclusion
By familiarizing yourself with the Overview page, you'll gain quick access to key resources, updates, and tools for managing Webex Contact Center. Keep the resources and guides bookmarked for future reference, and ensure to regularly check the What's New section to stay informed about upcoming features.