Cisco Webex Contact Center Advanced (WxCCA)

Name: Cisco Webex Contact Center Advanced (WxCCA)
Price: 3995.00 USD
Availability: InStock
Rating: 4.5 (1200 reviews)

Price
$3,995.00 USD

Duration
4 Days

Cisco Learning Credit (CLC) Eligible

Delivery Methods
Virtual Instructor Led
Private Group

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Course Overview

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.

Before registering for this course, please ensure you can answer the following questions:

Name the 3 types of Contact Center users
Name the 2 types of Queues used in Webex CC
What is the difference between an Entry Point and a Channel?
Interfaces used to configure Digital Channels?
Name the 2 types of Voice Flows
Name 4 CC Profiles and their use
Routing Strategies replaced with what?

If you cannot answer these questions, we recommend Cisco Administering Webex Contact Center (AWXCC)

Course Objectives

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.

Who Should Attend?

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

Top-rated instructors: Our crew of subject matter experts have an average instructor rating of 4.8 out of 5 across thousands of reviews.
Authorized content: We maintain more than 35 Authorized Training Partnerships with the top players in tech, ensuring your course materials contain the most relevant and up-to date information.
Interactive classroom participation: Our virtual training includes live lectures, demonstrations and virtual labs that allow you to participate in discussions with your instructor and fellow classmates to get real-time feedback.
Post Class Resources: Review your class content, catch up on any material you may have missed or perfect your new skills with access to resources after your course is complete.
Private Group Training: Let our world-class instructors deliver exclusive training courses just for your employees. Our private group training is designed to promote your team’s shared growth and skill development.
Tailored Training Solutions: Our subject matter experts can customize the class to specifically address the unique goals of your team.

Course 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.

Agenda

1. 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

2. 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

3. 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

4. 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

5. 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

7. 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