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Welcome to the Lab Guide Library for the 2021 Cisco Webex Contact Center Technical Partner Summit. As labs become available they will appear below. Labs can be started once the lab document link is updated. Please be sure to refresh your browser to see when labs have been added.

Labs will be added prior to the last presentation each day. The schedule is below.

Lab Schedule

Date Session Corresponding Lab
2021-01-05 CC Vision & WxCC Direction N/A
2021-01-06 WxCC Technical Overview N/A
2021-01-07 Ordering/A2Q/Onboarding/Provisioning N/A
2021-01-12 Control Hub. Admin Portal Lab 1: Control Hub and Admin Portal
2021-01-13 Voice Integration N/A
2021-01-14 Business Outcomes N/A
2021-01-15 IVR & Contact Routing Lab 2: IVR & Contact Routing
2021-01-19 Agent Desktop Lab 3: Agent Desktop
2021-01-20 CRM Integration Lab 4: CRM Integration
2021-01-21 Email & Chat Lab 5: Email & Chat Configuration
2021-01-22 Google CCAI Integration Lab 6: Google CCAI Integration
2021-01-26 Omni-channel Routing Lab 7: Omnichannel Routing
2021-01-27 Reporting & Data Lab 8: Reporting & Data
2021-01-28 Webex Experience Management Lab 9: Webex Experience Management
2021-01-29 Workforce Optimization Lab 10: Workforce Optimization
2021-02-02 Serviceability N/A
2021-02-03 APIs Lab 11: APIs
2021-02-04 Security & Compliance N/A
2021-02-05 Design Challenge & Build your Awesome Demo N/A

Important Updates

Check this section for any updates that may require communication throughout the event.

  • 2021-02-05 - Update to lab 6. How to validate DialogFlow video. (ask and you shall receive)
  • 2021-02-03 - Lab 11 to explore the WxCC API lab is all yours
  • 2021-01-29 - Lab 10 Workforce Optimization Lab has been enabled (demo only - WFO not enabled on lab pods)
  • 2021-01-28 - Lab 9 covering Webex Experience Management has been enabled by executive order
  • 2021-01-27 - Lab 8 which covers reporting with WxCC Analyzer has been enabled
  • 2021-01-26 - Enjoy Lab 7, where you will learn about Facebook integration with WxCC
  • 2021-01-22 - Lab 6 Google CCAI integration lab is now published
  • 2021-01-21 - Lab 5 Email & Chat configuration is live
  • 2021-01-20 - Lab 4 CRM Integration is inaugurated
  • 2021-01-19 - Lab 3 Agent Desktop is available, go for it!
  • 2021-01-15 - Lab 2 for IVR & Contact Routing is ready
  • 2021-01-12 - Lab 1 for Control Hub and Admin Portal has been published and is ready for you to practice!