Webex Contact Center Advanced (WXCCA)

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