Pre-Requisites

Create Chrome Profiles

• For the lab, create new Chrome profiles so that you can login the Administrators, Agents and Supervisors using the same Browser.

• Select Profiles on Chrome

• Select Add Profile
• Select continue without an account
• Give it a name .i.e Admin
• Click done
• Create 2 more profiles for Supervisor and Agent

• Ensure that you have received your tenant login credentials (Administrator, Supervisor and Agent) from the Lab proctors.
• Login to Webex Control Hub
• Navigate to Contact Center

• Navigate to Overview and under quick links, select Analyzer

• Make sure the login is successful

In this lab, most sections already have historical data available to capture key insights, so there is no need for agents to log in or for calls to be made. However, if you wish to explore real-time reporting, agent login can be used as an optional step.

Lab Configuration

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.

Attendee ID:

Save

The following Administration entities have been configured for you via Webex Control Hub.

Please note, that to proceed to the next section, you will need to use the accounts shown below.

Entity	Name
Agent 1	wxcclabs+agent_IDAttendeeID@gmail.com
Supervisor 1	wxcclabs+supvr_IDAttendeeID@gmail.com
Administrator	wxcclabs+admin_IDAttendeeID@gmail.com

Agent Login Process

• Go to https://desktop.wxcc-us1.cisco.com/

• Enter your respective agent login credentials to login here

• Select Desktop as the telephony option and your respective Team1 (Agents will use browsers for voice calls using WebRTC (Web Real-time Communication))

Example:

If your attendee ID is 100:

100_Team1

Identify EP-DN

• Go back to Webex Control Hub and navigate to Contact Center

• Navigate to Channels and search for your respective entrypoint based on the attendee ID. For example, if your attendee ID is 101, then the entrypoint name will be WX1_EP_101

• Verify that routing flow is set to WX1_Data_Survey
• Verify that version label is set to Latest
• Identify and make a note of the Support Number

• Navigate to Queues search for your respective queue based on the attendee ID. For example, if your attendee ID is 101, then the queue name will be WX1_Q_101

• Verify that the correct team based on your attendee ID is selected in the configuration. For example, if your attendee ID is 101, then the team should be 101_Team1

Test Agent call routing:

• From your mobile phone, make a Call to the respective Entrypoint DN identified in the previous step. You will be prompted to enter your 3-digit attendee ID (for Eg. If your attendee ID is 77, then enter 077). After which call will be routed to your agent.

• If call is not routing to your agent login, please report to the lab instructor and continue with the rest of the lab.

[OPTIONAL] Supervisor Login

Note: Currently supervisors can not login via Desktop/WebRTC. If you want to test a login with WebRTC, make sure to sign in as an agent, as per the steps mentioned in the previous chapter.

User Role	User email	Endpoint
Supervisor	wxcclabs+supvr_AttendeeID@gmail.com	Webex App/Extension

• Login with Supervisor Credentials admin.webex.com.
• Go to Quick Links Click on Desktop.

• Select the Role as : Supervisor and Agent.
• Select Dial number as Extension
• Enter the Dialed number provided (if it is not pre-filled).
• Team should be pre-populated.
• Click Submit.

• In this lab, we will use the Webex app for PC or Mac and login to the Desktop with the supervisor account.

README

Check in PC if webex application has already been installed. If already installed, you do not have to reinstall the application. Just logout from any existing logins (if applicable) and then re login with the supervisor credentials.

• Download Link: https://www.webex.com/downloads.html

• Install the application on your PC/Mac.
• Open Webex app and сlick Sign In. Enter the provided supervisor credentials
• From the webex application, you can place calls to your respective entrypoint DN number
• The Supervisor will be logged into Team 2. There is no need to test any inbound calls with the Supervisor also logged in as an agent. The Supervisor's role is to explore the reporting capabilities available on the Supervisor desktop.