WxCCA: WxCCA: Webex Contact Center Advanced

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About this Course

WEBEX CONTACT CENTER ADVANCED (WXCCA)
SUNSET LEARNING EXCLUSIVE
Webex Contact Center Advanced course is designed to provide an in-depth understanding and hands-on expertise in the advanced functionalities of Webex Contact Center. This comprehensive course is tailored for professionals seeking to elevate their skills in the complex aspects of managing and optimizing a contact center environment.

Audience Profile

Digital Platform Architects
Voice System Engineers
DevOps teams
Operations managers
Contact Center solution and training specialists
Support/Quality teams
Webex Partner systems engineers
Anyone with Day-2 responsibilities for Webex Contact Center

At Course Completion

Webex Contact Center Advanced course is designed to provide an in-depth understanding and hands-on expertise in the advanced functionalities of Webex Contact Center. This comprehensive course is tailored for professionals seeking to elevate their skills in the complex aspects of managing and optimizing a contact center environment. The students should gain proficiency in the following:

Understand the Integration of Google Dialogflow with Webex Contact Center: Learn how to integrate and utilize Google Dialogflow for enhanced customer interaction and automated responses in the Webex Contact Center.
Mastering Webex CC APIs: Gain in-depth knowledge about Webex CC APIs for customizing and enhancing the functionality of the Webex Contact Center.
Develop Skills in Advanced Voice Flow Design: Acquire the ability to design and implement complex call flows that cater to various customer interaction scenarios in the Webex Contact Center.
Customize Agent and Supervisor Interfaces: Learn techniques for customizing and optimizing the interfaces used by agents and supervisors in the Webex Contact Center for improved efficiency and usability.
Expertise in Webex Connect Flow Designer: Develop proficiency in using the Webex Connect Flow Designer to create and manage customer interaction flows.
Enhance Customer Experience through Advanced Routing Techniques: Understand and apply advanced routing techniques to direct customer interactions to the most appropriate agents or resources.
Implementing Effective Reporting and Analytics: Learn how to implement and utilize reporting and analytics features in Webex Contact Center for performance tracking and decision-making.

Outline

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

Prerequisites

Each learner must have a PC/laptop with audio/video capability, preferably with the Webex app already installed. At least one PSTN-capable phone (cell phone) is required. Although you will be using Webex Calling for Agent functionality, access to multiple PSTN phones will augment the understanding of the Webex Contact Center environment regarding routing calls to Agents – wherever they may reside.

Learner should have taken AWXCC or CWCCE or have equivalent knowledge.