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

- 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