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Please submit the form below with your Attendee ID in 3 digits long format (e.g. if your attendee ID is 51, please enter 051) and click Save. All configuration items in the lab guide will be renamed with that prefix.



Lab 5: Agent Wellness

Lab Objective

By the end of this lab, you will:

  • Experience an agent wellness reset.

  • See how Webex Contact Center responds to an agent’s wellness indicators, such as burnout.

Customer Scenario

In this scenario, we will explore how a contact center can utilize AI to monitor and respond to signs of agent burnout, ensuring the well-being of its employees.

Pre-requisites

  • Ensure that you can log in as an agent into the Agent Desktop

Step by Step Guide

Step 1: Log into Agent Desktop

  • Log in to the Agent Desktop using your credentials.

  • Select the team associated with your attendee ID.




  • Change your status to 'Available'.



Step 2: Simulation of Burnout Event

  • Let an instructor know that you are ready to complete this lab
  • This simulation will demonstrate what the agent experiences when the AI model detects a threshold that initiates a wellness intervention.

Step 3: Observe the Reset

README

Note: The details for the reset process are not provided in the document and should be completed by the instructor or the person responsible for the lab content.

  • Observe the actions taken by the contact center system once a burnout event is detected.
  • With Webex Agent Wellness, contact center administrators now have the tools to support their agents' well-being and enhance the employee experience in their contact centers.



Congratulations, you have officially completed the Agent Wellness lab! 🎉🎉