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

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