brkcct-2773.pdf

© 2013 Cisco and/or its affiliates. All rights reserved. BRKCCT-2773 Cisco Public

Getting The Most Out Of Contact Center

Express Version 9.0 Goswin Weemaes

BRKCCT-2773


Agenda

• Contact Center Express 9.0 Overview

• Mobile Skill Manager

• Web Chat

• CUIC: Next Generation Web 2.0 historical reporting

• Feature Enhancements

• New Endpoints Support

• Platform changes

3


Contact Center Express 9.0 Overview


Contact Center Express Overview

Components

5

Options Workforce

Management Social Media Quality Monitoring High Availability Outbound IVR

All in One Solution Robust and Proven

Easy to Use Easy to Deploy

Agent Desktop Application Cisco Agent Desktop

Applications Platform

Unified Communications Manager

Unified Computing System

Contact Center Express

Voice/Email/Chat

IVR

CTI/CRM

Reporting



Unified CCX Packages

6

Feature Standard Enhanced Premium

ACD

• Simple groups; conditional routing;

custom variables

• Skill/Competency groups

• Standard templates and custom

historical reporting

• Enhanced templates and

custom historical

reporting

• Priority Queuing

• Priority (data-driven)

routing with both

Enterprise DBMS and

XML data sources

• Premium templates and

custom historical

reporting

Desktop

• Standard Cisco IP Phone Agent (Note:

No PC desktop for agents)

• Standard Cisco Supervisor Desktop w/

real-time reports

• Enhanced Cisco Agent

Desktop

• Enhanced Cisco IP

Phone Agent

• Enhanced Cisco

Supervisor Desktop w/

real-time reports

• Enhanced Desktop

workflows and custom

action keys

• On demand and event

driven recording (agents

and supervisors)

• Premium Cisco Agent

Desktop

• Premium Cisco

Supervisor Desktop w/

real-time reports

• Premium Desktop

workflows and custom

action keys

• Remote Monitoring

For Your Reference



Unified CCX Packages

7

Feature Standard Enhanced Premium

CTI • Simple pop of ANI/DNIS, customer

entered data

• XML data sources

• 3rd Party application

screen pop

• JAVA integration

• DBMS and XML data

sources

IVR

• Basic Prompt & Collect

• Queue point, custom messaging,

prompts, collect (DTMF)

• Automated IVR Self

Service applications

• Database integration;

real-time notification;

HTTP Triggers (invoke

workflow from web page)

• VXML (DTMF & ASR),

Optional ASR and TTS

• Optional Outbound IVR

Multi-

Channel • Inbound Voice • Inbound Voice

• Inbound Voice

• Blended Preview

Outbound Dialer

• Agent E-Mail

• Web Chat

For Your Reference


Unified CCX 9.0

8

• Web Chat as an additional customer collaboration channel

• Embedded Cisco Unified Intelligence Center with Unified CCX for historical reports

• Skill Management for supervisor on mobile devices

Customer Collaboration Innovation

• License management enhancements

• Improved security with SELinux

• CME support removal

Platform changes

• Supports a-law for G.711 codec

• Outbound Preview Dialer improvements

• Support of REST APIs

Feature enhancements

• C260 server support

• Jabber & Tandberg Video endpoints EX60 and EX90 support

New Servers and Endpoints

For Your Reference


Agenda



• Web Chat





9


Mobile Skill Manager



• Browser based application for mobile devices, supported on:

‒ iPhone & iPad

‒ Android based devices

• Allows supervisor to:

‒ Add a new skill

‒ Delete a skill

‒ Assign/Modify skill for an agent

‒ Modify competency of agent

• Within corporate network or over VPN

with sufficient bandwidth

Overview

11



Mobile Skill Manager URL: https://<ipaddress>/mobileskillmanager

Login Page

12

Username and password

Only a supervisor can

log into the interface

Sign-In



Home Page

13

Link to Resources

Link to Skills



Skills Page - Overview

14

List of configured skills

Add a new skill

Delete a skill Press the cross icon to

delete an existing skill



Resources Page

15

List of resources Agents managed by the

logged in supervisor.

Details of the resource



Resource Details

16

Team assignment Re-assign agent to

another team Modify skill level

Change skill competencies

when required



Modify Skill Competency

17

Skill list All the configured skills

will be displayed

Competency level Assigned skills will be displayed

with the corresponding level set

Unassigned skills will have NA

set in the drop-down box




18

Modify level Click on the drop-down for the

skill for which the competency

needs to be changed

New competency level Select the appropriate

competency level




19

Update skill level An update skill button

will be displayed in order

to confirm the update




20

Skill level modified


Agenda



• Web Chat





21


Web Chat Overview


Unified CCX 9.0: Web Chat

23

• Entry level integrated Web Chat functionality included with Premium seat

• Web Chat will require separate server to host SocialMiner

• Browser based agent and supervisor interface accessible in integrated browser of CAD/CSD

Packaging

• Two choices for routing algorithms

• Most skilled agent

• Most idle agent

• Additional historical and real time reports

• Transcript retention and retrieval

• Ability to allocate/not allocate chat contact while agent is on voice call

• Configurable “agent no answer” and “chat idle timeout”

Functionality

• Built-in tool to create sample code for customer website form

• Complete configuration in 5 simple steps

Simple to Deploy

For Your Reference


Unified CCX 9.0: Web Chat Typical Deployment

24

Customer Chat UI

Customer

WebSite

Social

Miner Agent

Chat UI

CAD

WWW DMZ Corporate firewall

Chat

Proxy UCCX

Customer sends web chat request

Web Chat subsystem sees Agent state and delivers chat contact to web based Agent interface

Chat contact submitted to SocialMiner

Unified CCX

Primary

Reply gadget is rendered to Agent interface Real time reports and

historical reports

Secondary

Signaling Chat Media

Transcript storage and retrieval


Web Chat Agent & Customer Interfaces


Web Chat

Agent Interface - Agent Login

26

Agent interface Web client in integrated

browser (or in IE8)


Web Chat

Agent Interface - Agent Login

27

Agent State


Web Chat

Customer Interface – Entering Customer Information

28

Customer Information Problem selection will

determine Chat CSQ


Web Chat

Customer Interface – Waiting for Agent

29

Waiting for next available

agent


Web Chat

Agent Interface - Incoming Chat Message

30

Agent status

Incoming chat Agent no-answer timeout.

Chat contact gets re-

queued and Agent goes

“Not ready” after time out.


Web Chat

Agent Interface - Chat In-Progress

31

Customer information

Chat messages


Web Chat

Customer Interface – Chat in Progress

32

Chat history

Sending chat


Web Chat Supervisor Interface and Reporting


Web Chat

Supervisor Interface - Overview

34

Team selection

Supervisor interface

Option to view Contact

Service Queue report or

Agent report


Web Chat

Supervisor Interface - CSQ Report

35

CSQ Report

List of CSQs

Information about Agents

Logged in, Agents Busy

and aggregated data such

as total chats and

abandoned chats.

Details available by

clicking on a CSQ


Web Chat

Supervisor Interface – CSQ Detail Report

36

CSQ Detail - Summary

CSQ Detail


Web Chat

Supervisor Interface – Agent Report

37

Agent report

List of agents

Details such as agent

name, ID, current state,

and other aggregated data

about the number of chat

contacts handled


Web Chat

Real Time Administrator Views

39

Web Chat Real-Time

Reports Overall Chat Stats

Chat Resource Stats

Chat CSQ Stats


Web Chat

Historical Reports in CUIC and HRC

40

Web Chat Historical

Reports Chat Agent Detail Report

Chat Agent Summary report

Chat CSQ Activity report

Chat CSQ Agent Summary

Chat Traffic Analysis Report

(Also available in HRC)


Web Chat Administration & Configuration


Web Chat

Web Chat Administration - Overview

42

• Easy 5 step configuration:

‒ Create Chat CSQ

‒ Simple SocialMiner configuration

‒ Global Chat parameter settings

‒ Create teams

‒ Create Chat widget sample HTML

code for Website


Web Chat

Web Chat Administration – Create Chat CSQ

43

Step 1

Create Chat CSQ

Two routing algorithms:

Longest Available or Most

Skilled (total of all

competencies)


Web Chat

Web Chat Administration – Create Chat CSQ

44

Step 1

Create Chat CSQ

Select needed skills

and minimum competence

level



SocialMiner Configuration

45

Step 2

SocialMiner Configuration

Chat Join Timeout

Chat Inactivity Timeout



Web Chat System Parameters

46

Step 3

Chat System Parameters

Chat No Answer Timeout

Offer Chat Contact When

On Voice Call



Create Team

47

Step 4

Team Creation

Same Team configuration

as for Voice CSQ



• Sub-step 1:

‒ Select input data gathering fields.

‒ Select pre-defined or custom

fields

Chat Widget for website

48

Step 5

Generate web form

• Sub-step 2:

‒ Assign CSQ to purpose/ problem

statement



• Sub-step 3

‒ Preview of web form

Chat Widget for website

49

• Sub-step 4

‒ HTML code for website is generated

‒ Customize the messages for

customer web site e.g. Welcome

message

‒ Web developer can change look and

feel



Transcript Storage

50

Transcript stored

on SocialMiner Search functionality provides

ability to search based on any

word !

Chat viewer provides all

parameters related to chat

along with transcript

Default Purge period of 30

days


Agenda



• Web Chat





51


CUIC: Next Generation Web 2.0

Historical Reporting Cisco Unified Intelligence Center


Cisco Unified Intelligence Center Next Generation Web 2.0 Reporting

53

CUIC Standard Version Co-resident with CCX

Included in Standard, Enhanced and Premium

Support of ALL existing out-of-the-box HRC Reports

CUIC Benefits Customized views & thresholds

Scheduling enables distribution via e-mail

Permalinks enable one-click access to reports

Relative date filters

Audit trail report

© 2013 Cisco and/or its affiliates. All rights reserved. BRKCCT-2773 Cisco Public 54

Historical Client Configuration

Cisco Unified Intelligence Center

Historical Reporting Tool Simple configuration in Unified

CCX Administration

Can be changed at any time


Reports Overview


Directory Structure Access Logical grouping of reports

Shared and personal copies of

reports

Capability Access Assign multiple levels of

permissions to enable opening

CUIC “drawers”


Reports Overview



Audit Trail Report


Audit Trail Report

Track reporting activity by

administrator


New report – added in CCX 9.0(2)


Agent and Port Utilization

Reports Maximum number of inbound ports

Maximum number of outbound ports

Maximum number of agent seats

(aggregated on daily/hourly basis)


Relative Filters – added in CCX 9.0(2)


Ability to select past period

Last week, Last month, Last Year in

report templates

Applicable for select report

templates



Visual Customization Built in

62

Thresholds Add thresholds to identify

compliance violations

Change graphical view Rearrange column fields, rename fields, add headers

Provide additional groupings, summarizations and

sorting



Multiple Views

63

Chart and Gauge type reports Associate multiple report views with the same report

data definition



Permalinks

64

Permalinks

Direct link to Report Viewer

No need to login

Obtained via Edit Views-menu

(not for stock reports)

Requires a default filter



Scheduling – General Settings

65

Filter Selection Relative Date Range

can be used

Report Selection



Scheduling – Send via e-mail

66

Send via E-mail

Different supported formats Embedded HTML, XLS or PDF

List of recipients



Scheduling – Save to Remote Location

67

Save to remote location

Via SFTP Protocol

Support of CSV (for flat file file

integration) when saving to remote

location


Cisco Unified Intelligence Center Building Custom Reports



• Intelligence Center Standard version in Unified CCX

‒ Allows visual customization

‒ Does not allow report definition customization

• Intelligence Center Premium version for Lab and NFR system

‒ Create new reports from scratch

‒ Create drill-downs

‒ Export reports to be imported into a Standard system

‒ Change refresh intervals

Report Customization

69


Creating Custom Reports

General Overview

70

Standalone

CUIC Server

Contact Center Express

with integrated CUIC 3rd party tool

Ex: Squirrel SQL

1. Create new Stored Procedure

or re-use existing SP 2. Create Custom Report

3. Export Custom Report 4. Import Custom Report


Creating Custom Reports

Examples of custom reports

71

Choices in

IVR Menu

Weighted Average


Agenda



• Web Chat





72


Feature Enhancements Outbound Enhancements

Administration and Outbound APIs


Unified CCX 9.0: Feature enhancements Outbound Enhancements

74

Outbound dial time Dial contacts at pre-defined time

Contacts stored with status set to

Callback

Performance Improvement Reduced time to import contacts over

WAN

More than 50% reduction in time


Feature Enhancements

• Applications using API

‒ Outbound Campaign Management APIs

‒ Day 2 Configuration API

Administration & Outbound APIs

75

Administration

• CCG • Trigger • DialogGroup • HTTP Trigger • Chat • Application

• Agents

• Skills

• CSQs • Resource Group • Team

Outbound Campaign Mgmt

• Add

• Delete

• Manage

• Monitor

Open REST APIs

Unified CCX

Inbound

Web Chat

Outbound

Data Source

Applications Platform

Unified Communications Manager

Unified Computing System

ICD

IVR

SocialMiner

Script Engine

ASR/TTS



Administration & Outbound APIs

76



• All campaign APIs work for Agent Preview, IVR Predictive, IVR Progressive.

‒ GET LIST of existing campaigns

‒ GET details of a campaign

‒ CREATE a new Campaign

‒ MODIFY, DELETE a campaign

‒ CHANGE STATE of a campaign (Enable/Disable)

‒ ADD contacts to a campaign

‒ DELETE all contacts from a campaign

‒ GET contacts for a campaign based on contact state (RETRY, CALLBACK, PENDING)

Outbound REST APIs

77

For Your Reference



• GET LIST of all instances of an

object.

• GET details of a single instance of

an object.

• CREATE a new instance of an

object.

• MODIFY an instance of an object.

• DELETE an instance of an object.

Administration REST APIs

78

• Application

• Call Control Group

• Chat Widgets

• CSQ (Voice & Chat)

• Data Source (EDBS)

• Media Termination Dialog Group

• HTTP Trigger

• Resource (Agent) & Team

• Skill

• Resource Group

• Trigger

For Your Reference


Agenda



• Web Chat





80


New Endpoints Support


Support for New Endpoints

• As agent device*

‒ Accept

‒ Transfer

‒ Conference

‒ Rec/Mon

‒ Barge-in/Intercept

• Jabber IM for SME

‒ Interwork with CAD agent chat using CUPS

• Requires CUPS 8.6.4 or above

Cisco Jabber As Agent Device

82

* Jabber for Windows version


Agenda



• Web Chat





83


Platform Changes


Platform Changes Unified CCX License Management

• License management changes

‒ Warning message for license expiry

‒ Cumulative license displays permanent

and temporary counts for each feature

line.

‒ Dropdown box to list all licenses

applied

‒ Option to delete temporary licenses

• Benefits

‒ Better license management

‒ Improved User Experience

85


Platform Changes Upgrade to Unified CCX 9.0

• Upgrade utility from 4.0 to 7.0

‒ Preserves settings, configuration data (including CAD) and CDR data

‒ Single exception: recordings are not preserved

• 8.0(1) or 8.0(2)SU1/2/3 To be upgraded to 8.0(2)SU4 to move to 9.0(1)

• 8.5(1)SU1/2 To be upgraded to 8.5(1)SU3 to move to 9.0(1)

Direct Upgrade

7.0 (2) OR 8.0(2) OR 8.5(1) 9.0

Indirect Upgrade

3.x 4.0(x) 7.0 (2) 9.0

Indirect Upgrade

4.5.x OR 5.0.x OR

7.0(1) SRx 7.0 (2) 9.0

No Upgrade – Fresh Install

4.1 or 6.0 9.0

86

For Your Reference


Platform Changes

• Underlying Redhat version upgraded to RHEL 5 Update 7

• Upgraded Linux kernel to provide increased reliability

• Enhanced Security with SELinux

Red Hat Version Upgrade

• Underlying Tomcat has been upgraded to the latest version – Tomcat 7

• Tomcat 7 provides a number of enhancements including improved Security, Memory Leak Protection and Servlet 3.0 support.

Tomcat 7 Migration

87

For Your Reference


Platform Changes

• CSA replaced with SELinux

• Integrated security enhancement to linux operating system

• Leverages principle of least privilege

• Prevent compromise of entire system security due to compromise of single application security

• Protects confidentiality and integrity of data

Improved Security with SELinux

• Unified CCX deployments with CME is not supported from Unified CCX Release 9.0(1) onwards.

• Customer option

• Cisco BE 6000

CME no longer supported

88


Agenda



• Web Chat





• Questions & Answers

89


Call to Action

• Visit the Cisco Campus at the World of Solutions to experience the following demos/solutions in action:

- Customer Collaboration (Finesse with SocialMiner)

- Collaboration Enabled Business Process (SF.com, SAP Portal)

• Get hands-on experience with the following Walk-in Labs

• Meet the Engineer

• Discuss your project’s challenges at the

Technical Solutions Clinics

90

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