Sunset Learning is proud to offer comprehensive training for Agents, Supervisors, and End Users for Cisco Webex Contact Center, Webex Calling, and Device Training.
Agent Training teaches students how to navigate and understand the call controls available within the WxCC Agent Desktop.
Supervisor Training provides an understanding of the available monitoring and coaching tools and the supervisor dashboard.
WXCC Analyzer Training is for those needing to understand the analytics homepage, stock reports, how to edit stock reports, visualizations page, and how to create new visualizations.
Webex Calling Application or Device Training offers comprehensive training on the features and functions available to end users.
Training can be scheduled as live sessions, on-demand videos, or we can create a hybrid solution. Standard outlines are listed below, but can be customized for your environment. If you have a need for this training please click here, and we will set up a meeting to provide a tailored solution for you.
Or you can contact Nate Mengel or Steve Hayward directly via Webex Teams or email.
TRAINING OFFERINGS
Training
Training
Training
Training
Training
Training
Webex Agent Training teaches students how to navigate and understand the call controls available within the WxCC Agent Desktop.
Learning Path Topics
- Agent Basics
- Basic Terms
- Agent Login
- Agent States
- How to Answer Contacts
- Call Control
- How to Place a Call on Hold
- How to Consult with Another User
- How to Transfer a Call
- How to Conference During a Call
- How to End a Call
- How to Assign Wrap-Up Codes
- How to Place an Outdial Call
- Review
- Agent Desktop View
- How to Pause a Recording
- How to Enter Call Associated Data
- Agent Logout
Training
Webex Supervisor Training provides an understanding of the monitoring and coaching tools that are available as well as the supervisor dashboard.
Learning Path Topics
- How to Monitor Calls
- How to Coach an Agent and Use Barge In
- How to Create a New Monitoring Schedule
- Dashboard
- Routing Strategies
- Call Recording
- Recording Management
Training
WXCC Analyzer Training is for those needing to understand the analytics homepage, stock reports, how to edit stock reports, visualizations page, and how to create new visualizations.
Learning Path Topics
- Intro
- Reporting Analytics Homepage
- Visualizations Page
- Terms
- Record Types
- Table Types
- Time Frame (Temporal Scope)
- Stock Reports
- Stock Reports Options
- Creating a New Visualization or Folder
- Editing a Report
- Managing Run Visualizations
Training
Webex Calling Application Training offers comprehensive training on the features and functions available to end users.
Learning Path Topics
- Downloading the Application
- Signing in for the First Time
- Overview of Webex
- Updating Your Profile Picture
- Updating your Display Name
- Setting a Custom Status
- How to Send and Receive Messages
- How to Send a File
- How to Place a Voice or Video Call
- Placing a Call on Hold
- How to Transfer a Call
- How to Make a Conference Call
- Accessing Advanced Call Settings
- Incoming Calls
- Do Not Disturb
- Call Forwarding
- Simultaneous Ring
- Remote Office
- Outgoing Calls
- Starting a Meeting
- Join a Meeting
Training
Webex Device Training offers comprehensive training on the features and functions available to end users.
Learning Path Topics
- Basic Features
- Hold & Resume
- Placing Calls
- Receiving Calls
- Call Transfer (Blind + Attended in one)
- Add VM Setup
- 3-Way Calls
- Monitoring Users
- Pair a Headset
- Directory
Terms
*Please note the minimum number of live sessions is 3.
These can be different trainings, i.e. 2 Agent – 1 Supervisor
60 minute and 90 minute Train the Trainer sessions available.
Maximum 20 students per live session.
Live sessions are recorded and provided at the end of training.
Our Process
SCOPE
Number of Agents & Supervisors
Existing Solution
Content Outlines
Mode of Training
Instructor-led vs. Video
PRE-CALL
Meet the Trainer
Walk Through Outline
Align Expectations
INVITE
Official Invitation sent
Log in Provided
DELIVERY
Training Sessions Completed
Recording of Sessions and Content Provided
On-Demand Training
Contact Us to Place Your Video Order
- We will be requesting your company logo to customize the videos with your branding.
- After the order is placed, a project manager will be in touch with final delivery dates (approx. 2-3 weeks).
- The final product will include downloadable HTML files for hosting on your site. LMS publishing is available on request.
