Administering Webex Contact Center Enterprise (AWXCCE)

This course provides a comprehensive overview and detailed instruction on the Cisco Webex Contact Center Enterprise (Webex CCE). It covers foundational aspects, administration, configuration, routing, scripting, and troubleshooting.Introduction to Webex CCE – Understanding architecture, key features, multi-channel options, licensing, and scripting interfaces. Administration Portal – Navigation, access, customization, and portal management. Security Roles and User Configuration – Managing user roles, access groups, and bulk tools. Contact Center Skills – Agent skill configuration, scheduling, and Finesse considerations. Routing and Audio Management – Routing controls, audio file management, and interaction with contact flows. Interaction Manager and Contact Flows – Creating and deploying contact flows for IVR and ACD functionalities. Agent and Supervisor Functions – Configuring teams, productivity features, and customizing desktop interfaces. ICM Scripting and Call Handling – Building basic ICM scripts, implementing call treatment, queuing, and microapps. Precision Routing and Transfers – Advanced routing and internal call handling techniques. VXML Applications – Developing and integrating VXML applications for enhanced call flows. Reporting with CUIC – Generating, customizing, and managing reports and dashboards. Advanced Scripting and Data Exchange – Designing complex scripts and performing database lookups. Troubleshooting and Support – Using diagnostic tools, health checks, and escalation procedures. This course is designed to equip learners with the knowledge needed for effectively managing and enhancing a Cisco Webex Contact Center Enterprise environmen