WX - Webex Contact Center Advanced (WXCCA)

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.

Student Testimonials

Instructor did a great job, from experience this subject can be a bit dry to teach but he was able to keep it very engaging and made it much easier to focus. Student
Excellent presentation skills, subject matter knowledge, and command of the environment. Student
Instructor was outstanding. Knowledgeable, presented well, and class timing was perfect. Student

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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.

Detailed Class Syllabus

Module 1: Google Dialogflow

Introduction to Dialogflow
o Overview of Dialogflow and its capabilities
o Understanding the role of AI in Dialogflow
o Use cases and applications of virtual agents
Setting Up the Environment
o Creating a Google Cloud account
o Setting up a Dialogflow project
o Overview of the Dialogflow console
Basic Concepts
o Understanding Intents, Entities, and Contexts
o Designing conversational flows
o Training phrases and responses
Building a Basic Agent
o Creating your first agent
o Designing simple conversations
o Testing the agent in the Dialogflow simulator
Managing Dialogflow Agents in WxCC
o Deploying a Virtual Agent in WxCC
o Integrating the Virtual Agent into the Flow
Advanced Dialogflow Features
o Utilizing contexts for maintaining conversation state
o Working with entities for dynamic user input
o Implementing fulfillment using webhooks
o 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
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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
o Documentation
o Try it
o Apps
o 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
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
o Using APIs for DB query
o 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 Pebblebed Expressions
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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
o Digital Channels review
o Beyond the Default Flows
o Branching Logic
o 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
o Digital Channels review
o Introducing the Bot Builder
o Building a Bot
o 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
o Overview and purpose of Contact Center Analyzer
o Key features and benefits
o Typical use cases and business applications
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Getting Started with Contact Center Analyzer
o Accessing and navigating the Analyzer interface
o Understanding the dashboard and reporting tools
o Basic configuration and setup
Deep Dive into Reporting Features
o Overview of available reports
o Customizing reports for specific needs
o Understanding data sources and integration points
Advanced Data Analysis and Visualization
o Leveraging advanced filtering and data segmentation
o Visualizing data with charts and graphs
o 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