WebEx Contact Center Advanced - WXCCA
Virtual Instructor-Led Training
4 Days (32 Hours)The Webex Contact Center Advanced (WXCCA) course provides advanced knowledge of Webex Contact Center, focusing on configuring, managing, and optimizing customer interactions to improve contact center performance.
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.
Upcoming Schedules
Who should attend Webex Contact Center Training
- DevOps Engineer
- System Engineer
- PC Support Specialist
Webex Contact Center Training Prerequisites
Required
- Learner should have taken AWXCC or CWCCE or have equivalent knowledge.
Course Outline on Webex Contact Center Training
- Introduction to Dialogflow
- Setting Up the Environment
- Basic Concepts
- Building a Basic Agent
- Managing Dialogflow Agents in WxCC
- Advanced Dialogflow Features
- 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
FAQs on Webex Contact Center Training
What is the Webex Contact Center?
The Webex Contact Center, often referred to as WxCC, is a cloud-based software platform from Cisco designed to manage all of a company's customer interactions across multiple channels. Think of it as the central hub for communication between a business and its customers.
Its primary purpose is to enable a seamless and intelligent customer experience by providing:
- Omnichannel Communications: It unifies customer interactions from various channels—such as phone calls, email, web chat, SMS, and social media—into a single interface for agents. This prevents agents from having to switch between different applications.
- Intelligent Routing: The system automatically directs incoming customer inquiries to the most appropriate agent based on predefined rules. This is where features like "skill definitions" become critical.
- AI and Automation: The Cisco WxCC platform incorporates Artificial Intelligence (AI) through chatbots and voicebots (IVR) to handle common questions, gather initial information, or allow for customer self-service, freeing up human agents for more complex issues.
- Analytics and Reporting: It provides managers with detailed dashboards and reports on key metrics like call volume, agent performance, wait times, and customer satisfaction. This data is essential for optimizing operations.
- Agent and Supervisor Tools: It equips agents with a unified desktop to handle all interactions and gives supervisors the tools to monitor conversations, coach agents in real-time, and manage team performance.
For larger organizations with complex needs, Cisco offers an advanced version known as CWCCE (Cisco Webex Contact Center Enterprise).
Does the Webex contact center course include hands-on practical exercises?
Yes, practical application is a cornerstone of any effective Webex Contact Center (WxC) training program. A comprehensive course moves beyond theory and includes extensive hands-on labs where you actively configure and manage the platform in a simulated environment.
These practical labs allow you to:
- Work directly within the Webex Contact Center Management Portal, Supervisor Desktop, and Agent Desktop.
- Practice designing and implementing core components like call flows, queues, and routing strategies.
- Experiment with creating and assigning skill definitions to enable skill-based routing for different customer inquiries.
- Build a complete customer journey from an initial IVR menu all the way to a reportable interaction with an agent.
This direct, hands-on experience ensures you develop the real-world, applicable skills needed to administer and optimize your Cisco WxCC platform effectively.
What are the benefits of taking a Webex contact center course with NetCom Learning?
Choosing an authorized and experienced training partner like NetCom Learning is your most reliable path to success. The key benefits include:
- Expert Instruction: Learn from certified instructors who are industry practitioners with real-world experience in deploying AI solutions.
- Cutting-Edge Curriculum: Our courses are always up-to-date with the latest advancements in the fast-moving field of generative AI.
- Hands-On Learning: Gain practical skills in a live lab environment, working with the same tools used by top companies.
- Flexible Delivery: We offer various learning formats, including live online classes with full recordings, ensuring you never miss a critical lesson.
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Will I receive a certificate of completion after this WebEx Contact Center training?
Yes. Upon finishing your WebEx Contact Center training with NetCom Learning, you will receive an official Certificate of Completion. As a distinguished Cisco Authorized Training Partner, this certificate validates your formal training and is a valuable credential for your professional portfolio as you prepare for the official certification exam.