Cisco Webex Contact Center Training

Course Outline

Chapter 1: Introduction to Webex Contact Center

• Platform Overview & Architecture
• Licensing Models & PSTN Options
• Accessing and Navigating Control Hub and the Portal
• Explore the Control Hub and Portal

Chapter 2: Overview of Profiles and Configuration

• Understanding Tenant Profiles
• User and Agent Profile Types
• Skills and Multimedia Profiles
• Team and Site Configuration
• Create and associate profiles, configure sites and teams, provision agents

Chapter 3: Routing and Scripting Flows

• Dialed Numbers, Entry Points, and Queues
• Routing Strategies & Audio File Integration
• Call Flow Design and Advanced Activities
• Define routing components, build flows, integrate IVR

Chapter 4: Managing and Configurations of Supervisor

• Supervisor Role Setup
• Recording & Monitoring Calls
• Configure and test Supervisor functionalities

Chapter 5: Omni Channels Integration

• Overview of Digital/Omni Channels
• Web Chat, Facebook Messenger, Email, and SMS Configuration
• Flow Design and Channel Templates
• Configure and test Webex Connect channels

Chapter 6: Reporting & Analytics

• Visualization and Reporting Options
• Stock vs. Custom Reports
• Dashboards and Real-time Monitoring
• Create and customize reports using Customer Journey Analyzer

Chapter 7: Google Dialogflow

• Introduction to Dialogflow
• Setting up Environment
• Basic Concepts and Overview
• Building AI Agent
• Manage DialogFlow Agents
• Advanced DialogFlow Features
• Integrating WebEx Adv Functionality

Module 8: Advanced Flows

• Business Rules
• Querying an external Database
• Using APIs for DB query
• http to jdbc
• Pebblebed Expressions
• Advanced Activitie

Module 9: 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 10: 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

Module 11: 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

Module 12: 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
  

Module 13: 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