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.