WXCCA Webex Contact Center Advanced

COURSE OBJECTIVE:
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.

TARGET AUDIENCE:
Anyone with Day-2 responsibilities for Webex Contact Center.

COURSE PREREQUISITES:
Attendees should meet the following prerequisites:

COURSE CONTENT:
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

FOLLOW ON COURSES:
Not available. Please contact.