WXCCA - Webex Contact Center Advanced

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
• Getting Started with Contact Center Analyzer
  
  • Accessing and navigating the Analyzer interface
  • Understanding the dashboard and reporting tools
  • Basic configuration and setup
• Deep Dive into Reporting Features
  
  • Overview of available reports
  • Customizing reports for specific needs
  • Understanding data sources and integration points
• Advanced Data Analysis and Visualization
  
  • Leveraging advanced filtering and data segmentation
  • Visualizing data with charts and graphs
  • Best practices for data interpretation
• Discovery 1: Login to Customer Journey Analyzer and Review the Default Dashboard Reports
• Discovery 2: Customer Journey Analyzer User Interface
• Discovery 3: Access Control
• Discovery 4: Execute Stock Reports
• Discovery 5: Create a Custom Report using a Stock Report
• Discovery 6: Create Realtime Contact Report
• Discovery 7: Create Realtime Agent Report
• Discovery 8: Create Chat Reports with Interval
• Discovery 9: Using Formula and Filters
• Discovery 10: Enhanced Field Compound Visualization and Drill-down