Chapter 6: Webex Contact Center Implementation¶
Phase 2: UCCX to WxCC Migration - Detailed Implementation Procedures¶
Implementation Summary¶
| Metric | Chapter 3 Design | Implementation Target |
|---|---|---|
| Total Agents | 175 | 175 (scalable to 300) |
| Voice Agents | 150 | 150 |
| Digital Agents | 25 | 25 -> 50 (post-migration) |
| Entry Points | 6 | 6 (4 voice + 2 digital) |
| Queues | 10 | 10 (migrated from 6 CSQs) |
| Skills | 18 | 18 (expanded from 8 UCCX) |
| Flows | 9 | 9 (rebuilt from UCCX scripts) |
| Prompts | 87 | 87 (62 EN + 25 HI) |
| Virtual Agent | Abhi | Dialogflow CX integration |
This chapter is split into the following implementation topics, following the same sequence as the cutover.
In This Chapter¶
- 6.1 Pre-Implementation Setup
- 6.2 Entry Point Implementation
- 6.3 Queue Implementation
- 6.4 Skills & Routing Implementation
- 6.5 IVR Flow Implementation
- 6.6 Agent & Team Provisioning
- 6.7 Digital Channel Implementation
- 6.8 AI Platform Integration
- 6.9 Recording, QM & WFM Setup
- 6.10 Implementation Validation & Sign-Off
Document References¶
| Reference | Description |
|---|---|
| Chapter 1 | Discovery & Current State Assessment |
| Chapter 3 v2.0 | Webex Contact Center Design (source of truth) |
| Chapter 4 | Security & Compliance |
| Chapter 5 | Network & Infrastructure |
| Dialogflow CX Docs | cloud.google.com/dialogflow/cx/docs |
| WxCC Admin Guide | help.webex.com/en-us/article/n4jgze8 |
| Flow Designer Guide | help.webex.com/en-us/article/n9n1j5w |
© 2026 Abhavtech.com - Internal Use Only
Document Code: ABV-COLLAB-MIG-2026-P2-CH6 v3.0