Welcome to the Training & Knowledge Base

Navigate to: desktop.wxcc-us1.cisco.com

Enter your email and click “Sign In”

When prompted – click “Allow” to download the Webex Contact Center App

When prompted – click “Allow” to allow Webex Contact Center to send notifications

Enter your credenentials.

To sign out of the Contact Center Application, click your initials/photo icon in the upper right-hand corner of the app and select “Sign Out”

...select “Sign Out”

Left hand side navigation

1. Top left - Home button
2. Middle left - Agent performance Statistics

Top menu bar navigation

1. Dial out icon
2. Alerts
3. Set status
4. Sign out

Maximize the left-hand side panel

1. Click the arrow in the middle of the page

Bottom left-hand box – call history

Mark yourself as available to receive calls

Make sure to change status if going to be away from your desk. Select idle code

1. If no idle code is selected it will skew reporting

Click the green “Answer” button to connect call through the Webex Contact Center App

Note: not all carriers will pass through all caller information to end users

Change your status if going to be away from your desk. Select idle code:

1. If no idle code is selected it will skew reporting
2. If an agent fails to answer a call their status will be set to idle

Incoming call number

Call Controls

Call history

Caller contact history

Click the “hold” button to put a caller on hold. The caller’s status will change to “call on hold” hold time will be displayed

Hold time.

When ready to reengage with the caller click the “resume” button

To consult with another agent, click the “consult” button

Select “Agent”, “Queue” or “Dial Number” using the pop-up radio buttons

1. To select an agent, select or type the agent's name into the box or select from a list of available agents
2. To consult with an agent in another queue, select it from the drop-down list
3. To select queue, select from the drop-down list
4. To dial a number, enter the full number into the prompt
   Note: Webex Contact Center cannot use 4-digit extensions

To end the consultation, click “End Consult”

To resume with the caller, click “Resume”

To transfer the call to the agent you’re consulting with, click “Transfer”

To conference the agent into the call with the caller, click “Conference”

To transfer to another agent, click the “transfer” button

Select “Agent”, “Queue” or “Dial Number” using the pop-up radio buttons

1. To transfer to an agent, select type the agent's name into the box or select from a list of available agents
2. To transfer to an agent in another queue, select it from the drop-down list
3. To dial a number, enter the full number into the prompt
   Note: Webex Contact Center cannot use 4-digit extensions
4. Click “Transfer”

To dial an outside line, click the “phone” icon at the top of the application

Select the Outdial ANI (number you’d like displayed on recipients' phone from the drop down)

Note: not all carriers will pass through all caller information to end users

Enter the number

Click “dial” icon

The call will dial through the Webex Application NOT the Webex Contact Center application. You’ll need to answer the call on the Webex App. Once you’ve answered the call on the Webex application, you’ll hear the call connect and begin ringing and be connected through the Webex Contact Center app

Click on the “yellow report” icon in the left-hand menu bar

Filter by status by using the “Search” bar in the top right-hand corner of the app

Click on the “statistics” icon in the left-hand menu bar

View the summary by team

View the summary by agent

Search specific statistics using the menu bar at the top