DFCX Virtual Agent Delivery Framework

This course explores the best practices, methods and tools to programmatically lead CCAI virtual agent delivery. It includes a high level overview of the end to end journey for building and deploying a virtual agent, as well as the core tenets to create a strong delivery culture. Additionally, this course covers the best practices for workflow management, defect tracking, release management and post-release support to ensure optimal virtual agent performance.

• Guiding principles for CCAI virtual agent delivery
• Guiding principles for CCAI virtual agent delivery
• CCAI Delivery: Governance model
• CCAI Delivery: Protocols
• CCAI Delivery: Programmatic tools
• Guiding principles for CCAI virtual agent delivery Quiz
• Virtual agent delivery journey
• Virtual agent delivery journey
• Virtual agent delivery journey Quiz
• The agile framework in virtual agent delivery
• The agile framework in virtual agent delivery
• The Agile Framework in DFCX Delivery Quiz
• Virtual agent delivery culture best practices
• Virtual agent delivery culture best practices
• VA deliver culture best practices Quiz
• Workflow management best practices and tools for Virtual Agent delivery
• Workflow management best practices and tools for Virtual Agent delivery
• Tools at support of the ticket lifecycle
• Buganizer
• Smartsheet
• Taskflow
• Workflow management best practices and tools for VA Delivery Quiz
• Defect management best practices
• Defect management best practices
• Defect management best practices Quiz
• Reporting best practices
• Reporting best practices
• Reporting best practices Quiz
• Release management best practices
• Release management best practices
• Release Management best practices Quiz
• Support cases and incidents
• Support cases and incidents
• Support cases and incidents Quiz
• Additional Resources
• Additional Resources
• Your Next Steps
• Course Badge