Webex Contact Center Advanced (WXCCA)

Topic: 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

Topic: 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

Topic: 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

Topic: 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

Topic: 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

Topic: 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

Topic: 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