Lab 1 - Getting Started with Agents

In this lab, you will log in to Control Hub (CH) and learn how to assign Webex Contact Center Licenses. Then you will create Skill Definitions, Skill Profiles and Multimedia Profiles

URL: admin.webex.com Login: Instructor provided credentials

Click here to see the presentation

Instructions:

1. Management-> Users-> Licenses-> Organization-based licenses

Use Case: In addition to standard voice communications, agents will support customers using digital channels.

Assign Premium Agent licenses to all users

  • License: Premium

  • Apply scope: Existing users, preserve licenses for existing users.

  • Spot check any user to ensure they have a Premium Agent license

    • Help Page
2. Management-> Users-> Anita Perez

Use Case: In addition to Premium Agent access, Anita Perez will need to monitor and coach agents and access reporting and analytics

Add Contact Center Supervisor to Anita Perez

  • License: Premium Agent

  • Add Supervisor Role

    • Help Page
3. Contact Center-> User Management-> Skill Definitions

Use Case: Customer inquiries must be routed to the most qualified agents

Create several skills to be applied to agents

  • Skill Name: Changes
    • Skill Type: Proficiency
  • Skill Name: Adds
    • Skill Type: Boolean
  • Skill Name: Moves
    • Skill Type: Boolean
  • Skill Name: Support
    • Skill Type: Boolean
  • Skill Name: Overseas
    • Skill Type: Boolean
    Help Page

    4. Contact Center-> User Management-> Skill Profiles

    Use Case: Each agent has a unique set of skills that helps determine how calls are routed to them

    Create Skill Profiles for 4 agents and 1 Supervisor

      Skill Profile Name: Eric Steele

    • Skill: Adds - True

    • Skill: Changes – 10

    • Skill: Moves - True

    • Skill: Overseas - True

    • Skill: Support - True

      • Skill Profile Name: Rebekah Barretta

    • Skill: Adds - True

    • Skill: Changes – 8

    • Skill: Support - True

      • Skill Profile Name: Kellie Melby

    • Skill: Adds - True

    • Skill: Changes – 10

    • Skill: Moves - True

    • Skill: Overseas - True

    • Skill: Support - True

      • Skill Profile Name: Ricardo Filice

    • Skill: Changes – 5

    • Skill: Moves - True

    • Skill: Support - True

      • Skill Profile Name: Anita Perez

    • Skill: Adds - True

    • Skill: Changes – 5

    • Skill: Moves - True

    • Skill: Overseas - True

    • Skill: Support – True

      • Help Page
    5. Contact Center-> Desktop Experience-> Multimedia Profiles

    Use Case: Agents should handle only one chat at a time to ensure prompt responses.

    Create multimedia profile to be applied to agents

    • Profile Name: Agent MMP

    • Type: Exclusive

    • Voice and Chat only selected

      • Help Page
    STOP

    ACI

    END OF LAB