Webex Contact Center Advanced

After completing this course students should be able to:

• Integrate and utilize Google Dialogflow for enhanced customer interaction and automated responses in the Webex Contact Center.
• Customize and enhance the functionality of the Webex Contact Center, by mastering Webex CC APIs.
• Design and implement complex call flows that cater to various customer interaction scenarios in the Webex Contact Center.
• Customize and optimize the interfaces used by agents and supervisors in the Webex Contact Center for improved efficiency and usability.
• Develop proficiency in using the Webex Connect Flow Designer to create and manage customer interaction flows.
• Apply advanced routing techniques to direct customer interactions to the most appropriate agents or resources.
• Implement and utilize reporting and analytics features in Webex Contact Center for performance tracking and decision-making.

Module 1: Google Dialogflow

• Introduction to Dialogflow
• Overview of Dialogflow and its capabilities
• Understanding the role of AI in Dialogflow
• Use cases and applications of virtual agents
• Setting Up the Environment
• Creating a Google Cloud account
• Setting up a Dialogflow project
• Overview of the Dialogflow console
• Basic Concepts
• Understanding Intents, Entities, and Contexts
• Designing conversational flows
• Training phrases and responses
• Building a Basic Agent
• Creating your first agent
• Designing simple conversations
• Testing the agent in the Dialogflow simulator
• Managing Dialogflow Agents in WxCC
• Deploying a Virtual Agent in WxCC
• Integrating the Virtual Agent into the Flow
• Advanced Dialogflow Features
• Utilizing contexts for maintaining conversation state
• Working with entities for dynamic user input
• Implementing fulfillment using webhooks
• Integrating with external APIs
• Discovery 1: Verify the Google CCAI Integration
• Discovery 2: Building a Basic Agent
• Task 1: Logging into DialogFlow
• Task 2: Create a new Agent
• Task 3: Create Intents
• Task 4: Create Entities
• Discovery 3: Integrate with Webex Contact Center
• Task 1: Create a new Virtual Agent in WxCC
• Task 2: Map the Virtual agent to a DialogFlow zip
• Task 3: Complete the Dialog Integration
• Discovery 4: Advanced functionality
• Task 1: Using Contexts
• Task 2: Integrating with an External Database
• Task 3: Using the returned data in DialogFlow
• Task 4: Webhooks
• Discovery 5: Monitoring and Analytics
• Task 1: Monitoring from Google
• Task 2: Monitoring from WxCC

Module 2: Webex CC API's

• Introduction to Webex Contact Center API's
• Documentation
• Try it
• Authentication
• Apps
• Test Token
• Exploring the API's
• Building a Python script
• Understanding GraphQL
• Discovery 1: Explore the Documentation
• Discovery 2: Using Postman
• Discovery 3: Create a Python Script using AI
• Task 1: Use ChatGPT or CoPilot to build a Python Script to Authenticate to Webex Contact Center
• Task 2: Get a list of Agents
• Task 3: Add a Queue thru the API
• Task 4: Get Performance metrics thru the API
• Discovery 4: Track a call thru the API
• Task 1: Create a Python Script to Queury the 4 Historical Databases
• Task 2: Track a call thru the 4 databases and extract call details

Module 3: Advanced Flows

• Business Rules
• Querying an external Database
• Using APIs for DB query
• http to jdbc
• Pebblebed Expressions
• Advanced Activities
• Discovery 1: Business Rules
• Discovery 2: Query a Database and Parse
• Discovery 3: The Recording Activity
• Discovery 4: Using Pebble Templates
• Discovery 5: Queue to Agent
• Discovery 6: Advanced Queue Information
• Discovery 7: Escalate Call Distribution

Module 4: Customizing the Agent and Supervisor Interface

• The Desktop Layout
• JSON file structure
• Adding elements to the interface
• Enabling Features
• Discovery 1: Explore the Defaut Desktop Layout
• Discovery 2: Customizing the Agent and Supervisor Layouts
• Task 1: Download the json file
• Task 2: Modify the Icon and Header
• Task 3: Add a custom Widget
• Task 4: Enabling Chat between Supervisor and Agent

Module 5: Webex Connect Flow Designer

• Flow Designer Overview
• Digital Channels review
• Beyond the Default Flows
• Branching Logic
• Using Variables
• Discovery 1: Building a Flow
• Discovery 2: Business Hours for Digital Channels
• Discovery 3: Customizing the Chat Flow

Module 6: Digital Channels Bot Builder

• Digital Channels Overview
• Digital Channels review
• Introducing the Bot Builder
• Building a Bot
• Advanced Bot features
• Discovery 1: The Bot Builder interface
• Discovery 2: Configuring your first Bot
• Discovery 3: Building logic into your Bot

Module 7: Analyzer Deep Dive

• Introduction to Webex Contact Center Analyzer
• Overview and purpose of Contact Center Analyzer
• Key features and benefits
• Typical use cases and business applications

Attendees should meet the following prerequisites:

Each learner must have a PC/laptop with audio/video capability, preferably with the Webex app already installed. At least one PSTN-capable phone (cell phone) is required. Although you will be using Webex Calling for Agent functionality, access to multiple PSTN phones will augment the understanding of the Webex Contact Center environment regarding routing calls to Agents – wherever they may reside.