Google Dialogflow

1. Introduction to Dialogflow

2. Overview of Dialogflow and its capabilities

3. Understanding the role of AI in Dialogflow

4. Use cases and applications of virtual agents

5. Setting Up the Environment

6. Creating a Google Cloud account

7. Setting up a Dialogflow project

8. Overview of the Dialogflow console

9. Basic Concepts

10. Understanding Intents, Entities, and Contexts

11. Designing conversational flows

12. Training phrases and responses

13. Building a Basic Agent

14. Creating your first agent

15. Designing simple conversations

16. Testing the agent in the Dialogflow simulator

17. Managing Dialogflow Agents in WxCC

18. Deploying a Virtual Agent in WxCC

19. Integrating the Virtual Agent into the Flow

20. Advanced Dialogflow Features

21. Utilizing contexts for maintaining conversation state

22. Working with entities for dynamic user input

23. Implementing fulfillment using webhooks

24. Integrating with external APIs

Webex CC APIs

1. Introduction to Webex Contact Center APIs

2. Documentation

3. Try it

4. Authentication

5. Apps

6. Test Token

7. Exploring the APIs

8. Building a Python script

9. Understanding GraphQL

Advanced Flows

1. Business Rules

2. Querying an external Database

3. Using APIs for DB query

4. http to jdbc

5. Pebblebed Expressions

6. Advanced Activities

Customizing the Agent and Supervisor Interface

1. The Desktop Layout

2. JSON file structure

3. Adding elements to the interface

4. Enabling Features

Webex Connect Flow Designer

1. Flow Designer Overview

2. Digital Channels review

3. Beyond the Default Flows

4. Branching Logic

5. Using Variables

Digital Channels Bot Builder

1. Digital Channels Overview

2. Digital Channels review

3. Introducing the Bot Builder

4. Building a Bot

5. Advanced Bot features

Analyzer Deep Dive

1. Introduction to Webex Contact Center Analyzer

2. Overview and purpose of Contact Center Analyzer

3. Key features and benefits

4. Typical use cases and business applications

5. Getting Started with Contact Center Analyzer

6. Accessing and navigating the Analyzer interface

7. Understanding the dashboard and reporting tools

8. Basic configuration and setup

9. Deep Dive into Reporting Features

10. Overview of available reports

11. Customizing reports for specific needs

12. Understanding data sources and integration points

13. Advanced Data Analysis and Visualization

14. Leveraging advanced filtering and data segmentation

15. Visualizing data with charts and graphs

16. Best practices for data interpretation