Lab 2 - Agent basics

In this lab, you will learn how to create Sites, Teams, Desktop Layouts, Address Books and Auxiliary Codes.

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

Click here to see the presentation

Instructions:

1. Contact Center-> User Management-> Sites

Use Case: Supervisors and admins require a straightforward reporting solution for individual locations

    Create a site

    • Name: Company HQ

    • MultiMedia Profile: Agent MMP

      • Help Page
2. Contact Center-> User Management-> Teams

Use Case: Supervisors and admins need to easily manage and streamline queue assignments for groups of agents.

Create Teams for use in queues

  • Name: Company Team

    • Parent Site: Company HQ

    • Team Type: Agent Based

  • Name: Overseas Team

    • Parent Site: Company HQ

    • Team Type: Agent Based

    Help Page

  • Name: Sales Team

    • Parent Site: Company HQ

    • Team Type: Agent Based
3. Contact Center-> Desktop Experience-> Desktop Layouts

Use Case: Agents need to use Webex on their desktops

Create a new desktop layout to use Webex

  • Name: Company Layout

    • Teams: Company, Overseas and Sales

    • JSON File: Download the default desktop layout

      • Open the file with a text editor

      • Look for Agent:

        • "DesktopChatApp" {

        "webexconfigured":

        Reference Image

      • Change false to true

      • Repeat for Supervisor (further down the file)

      • Save the file as CompanyDesktopLayout.json

    • Replace file in the Desktop Layout

    • Make sure to click Create

    • Help Page
4. Contact Center-> Desktop Experience-> Address Books

Use Case: Agents and supervisors need to easily call the local numbers they call on a regular basis

Create an Address Book for agents to use

  • Name: Company Address Book

  • Type: Site

  • Site: Company HQ

  • Entry List

    • Name: Cisco TAC

    • Contact Number: 8005532447

    • Help Page
5. Contact Center-> Desktop Experience-> Idle/Wrap-up Codes

Use Case: Outcomes for each customer/agent interaction need to be categorized and tracked for reporting and analysis

Create codes for agent use after a call completes

Name: Support

  • Make it default: enable

  • Code type: Default Wrap-up Work Type

Name: Service

  • Code type: Default Wrap-up Work Type

Help Page

Name: Sales

  • Code type: Default Wrap-up Work Type

Name: Administration Time

  • Make it default: enable

  • Code type: Default Idle Work Type

Name: Break

  • Code type: Default Idle Work Type
STOP

ACI

END OF LAB