Course Objectives:
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.
Course 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
- Authentication
- 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
