innovating with cisco contact center architectures · •new cuic template to report on precision...

Innovating with Cisco

Contact Center

Architectures

Agenda

• Precision Based Routing – Multi dimensional routing

• Finesse desktop – Web 2.0 agent desktop

• Social miner – Social media customer care

#CiscoPlusCA

Precision Based Routing

#CiscoPlusCA

Web Configuration Outbound

Multichannel

Speech

Voice ACD (CCE)

Reporting (CUIC)

Call Control (UCM)

Self Service (CVP)

Single Box Rich Voice ACD Options

Available

Social Media

Recording

IP IVR

Parent/Child

CRM

TDM

RSM

Etc.

Packaged Deployment

CCE PAC M1 (up to 1000 agents) SRND

Deployment

Agenda • Basic Facts

• Traditional Skills-Based Routing

• Precision Routing Terminology & Overview

• Precision Routing Configuration Overview • Attribute Creation & Assignment

• Precision Queue Creation

• Script Editor

• 9.0 System Limits

• Reporting

• Migrating to Precision Routing

• Precision Routing Roadmap

Precision Routing: Basic Facts

• Multi-dimensional routing built on proficiency based

Agent attributes

• Available starting with UCCE 9.0 (FCS: Summer

2012)

• Web 2.0 & REST API Configuration

• Inbound Voice only in UCCE 9.0

• Supports flat UCCE instances only in UCCE 9.0

• Skills-based Routing still exists

© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8

Administratively Intensive Agent Management

Inability to Take Advantage of

Unique Expertise and Aptitude

Time Consuming

Costly and Complex Administration

Lack of Flexible, Detailed Reporting

Skills-Based Routing Technology Limits Growth

and the Ability to Easily Extend Business Logic

JOHN JENNIFER SAMANTHA

zzzzzzzzzzz z

JOHN JENNIFER SAMANTHA

Precision Routing: New Terminology

• Attributes - Objects to define agent characteristics and expertise with values

• Precision Queue – Multi-dimensional and multi-step queue made up of Steps

• Steps – Set of criteria to escalate or grow/shrink agent pool

• Terms/Step Criteria – Conditions based on attributes that determine the agent pool within each step

• Wait Time – Configurable input which specifies how long to wait at a step for an available agent matching Step criteria

Precision Routing: Configuration Overview 1. Create Attributes

2. Assign Attributes to

Agents

3. Create Precision Queues

based on Attributes

4. Invoke Precision

Queues via call scripts

1

2

3

4

Precision Routing Configuration Overview

Attribute Creation •2 Data Types Supported:

• Proficiency

• 1-10 Rating

• Used for quantifying

agent’s expertise (or lack

of) in that attribute

• Boolean:

•True or False

• Used to indicate an

“exists or not” condition.

(ie, Certified, Location,

etc)


Attribute Assignment • Attribute Assignment:

• Can assign many attributes

to an agent at once (50 max)

• Agent can inherit default

value or have a specific

proficiency assigned


PQ Creation – Basic Info

• Basic Information:

• SL Type/Threshold

(similar to SkillGroup)

• Agent Ordering:

• Longest Agent Available

• Most Skilled Agent

• Least Skilled Agent


PQ Creation – Steps •Steps

• Create Step criteria based on

Attributes using Step Builder

interface

• Wait Time per Step indicates how

long the call waits for an available

agent that matches criteria

• Consider If – Determines whether

to execute step based on formula

evaluated at runtime (ie, Caller

Variables, # Logged on Agents, etc)

• Wait Time / Consider If are

optional and not available on last

Step of PQ

Precision Routing: Steps

Terms / Step Criteria

Sample Precision Queue:

Wait Time

Attributes


Script Editor • Script Editor

• Precision Queue node –

New node to specify PQ

• Invoke PQs either:

•Statically: Specify the exact

PQ

• Dynamically: Calls a PQ

based on formula evaluated

at runtime

• Can apply IVR/external

treatment while the call is

progressing within a PQ

• New - Dynamic Call Type feature

(independent of Precision Routing)

Precision Routing: 9.0 System Limits Limit Maximum

Precision Queues / System 2,000

Attributes / System 10,000

Steps / System 5,000

Steps / PQ 10

Attributes / PQ (Distinct) 5

Attributes / Agent 50

Precision Queues +Skillgroups / Agent (Combined) 50 (Any

combination of PQs

and Skillgroups)

Reporting

• Agent Real Time (with both Skill Group and Precision Queue)

• Agent Team Real Time (with both Skill Group & Precision Queue)

• Precision Queue Real Time* (similar to Skill Group Real Time) Real Time

• Agent Queue Interval (with both Skill Group & Precision Queue)

• Precision Queue Interval* (similar to Skill Group Interval)

• Call Type Queue (with both Skill Group and Precision Queue) Historical

• Agent Precision Queue Member* (list of all PQs for each agent)

• Precision Queue Member* (list of all agents in each PQ) Membership

Precision Queues analogous to Skill Groups, provide same metrics

More granular data with minimal learning curve

New and modified CUIC templates:

Reporting – New Reports New Reports for Precision Routing:

Name Type Description

Precision Queue Real Time Real Time Precision Queue real time

metrics

Precision Queue 10-Step Real Time Real Time Precision Queue real time

metrics per Step

Agent Precision Queue Membership Real Time Agent’s current Precision

Queue membership

Precision Queue Interval Historical Precision Queue historical

metrics

Precision Queue Efficiency Historical Precision Queue Performance

by Step

Precision Queue Real Time

• New CUIC template to report on Precision Queue real time

metrics (analogous to Skill Groups)

Precision Queue 10 Step Real Time • New CUIC template to report on Precision Queue real time info per

Step

Agent Precision Queue Membership

• New CUIC template that displays Agent’s Precision Queues

and its attributes

Precision Queue Interval All Fields

• New CUIC template to report on Precision Queue historical

metrics (analogous to Skill Groups)

Precision Queue Efficiency • New CUIC template which displays Precision Queue performance by Step

Updates to Existing Reports

•Agent Real Time

•Agent Team Real Time

•Agent Queue Interval

•Call Type Queue

Reports modified to combine PQ/Skill Group

in one column and to show PQ Attributes

(example shown below)

Mary’s Attributes Fluent in English

Cert. to sell Home Ins.

Fluent in English

Cert. to sell Home Ins.

Cert. to sell Auto Ins.

• Fluent in English

• Cert. to sell Auto Ins.

Enterprise Application Integration

Precision Routing

HR

Database

API

English Auto

Insurance

Sales

Migrating to Precision Routing Designed for a smooth migration process:

Agents can exist in both Skill Groups and Precision Queues

• Gradually migrate agents to Precision Routing by assigning a few attributes at a time

Queue calls to any combination of Precision Queues and Skill Groups

• Pilot by allocating a certain percentage of calls to Precision Queues

Existing reports updated to show both Precision Queue & Skill Group information

• Easily compare Precision Queue & Skill Group metrics using familiar CUIC templates

Precision Routing – UCCE 9.0 and Beyond

Features:

10 Step PQ

Wait Time

Consider If

Dynamic PQ Node

Dynamic CT

Node

Dual-skilled

(PQ/SG) Agent

REST APIs

Web 2.0 Config

Roadmap Summer 2012

Precision Routing - UCCE 9.0

Outbound Support

Multi-Channel Support

Bulk Configuration

Agent Utilization

Ordering

Weighting Criteria

Scalability Increases

UI / Report

Enhancements

Reports (New):

PQ Real Time

PQ 10 Step Real

Time

Agent Precision

Queue

Membership

Precision Queue

Interval

Precision Queue

Efficiency

Finesse Desktop

#CiscoPlusCA

Finesse Gadgets

• Mini-web pages assembled into a larger webpage

• A la carte approach to agent desktop

• Utilize OpenSocial for standards-based integration

• Cisco UI Source code published to CDN

Ease of Customization via modular architecture

HTTP

Enterprise Mashups Enabling Unified Desktops for Agents

Web Services

Gadget Container

Cisco Finesse Server

Enterprise CRM

Cisco Unified

Intelligence Center

HTTP

Gadget Architecture enables client-side mashup & easier integration

Gadget Upgrades handled by each server

Reduces version compatibility dependencies

HTTP

Finesse Gadget

CRM Gadget

SocialMiner or CUIC

HTTP

High-Level Architecture Contact Center Enterprise

Cisco Finesse Client

Cisco

Unified

Contact Center

Enterprise

PG

Web Services

Gadget Container

Cisco Finesse Server VOS Virtual Machine

Custom Applications

CTI Authentication via Administration and Data Server

Zero-Footprint on client

Mandatory Administration Workstation (AW)

35

Configurable Tabs Administrators define tab

names

Configurable Gadgets

Administrators define which

gadgets go on each tab

Finesse Cockpit A container application that eases cost of integration

Agent State

Controls

36

Call Control Buttons

Agents can apply wrap-up

codes throughout the call

or after the call

Wrap-Up

Administrators define which

call variables to include

Call Context

Cisco Finesse Call Control

Gadget common to agents and supervisors

Make Call, Answer/End, Hold/Retrieve,

Consult, Transfer/Conference, & Keypad

Cisco Finesse Supervisor Team Performance Gadget

37

Change Agent State or

Initiate Silent Monitor

Supervisor Controls

Agent Statistics Agent state, time-in-state,

and extension

Team Selector

Cisco Finesse Supervisor Queue Statistics Gadget

38

The number of calls in

queue and time in queue

for each skill group

Call Statistics

Agent State across skill

groups

Agents Statistics

Cisco Confidential © 2011 Cisco and/or its affiliates. All rights reserved. 39

• Calabrio

Workforce

Optimization


• Nice Quality

Management

• Cisco SocialMiner


• Provides a plug & play mechanism

to enable multi-channel within Cisco

Finesse

• Routing of various collaboration

channels exclusively via UCCE,

powered by b+s MCAL

• Support for email, chat & tasks

(voicemail, SMS, tickets, fax,

documents, etc)

• Standalone or embedded in Cisco

Finesse

Finesse Administration A gadget-based Administration Console

System Settings

‒ CTI Server Configuration

‒ Authentication Server

‒ Finesse Cluster

Configuration

Gadget Layout

Call Variables

Reason Codes

⁻ Not-Ready

⁻ Sign-Out

⁻ Wrap-Up

Roadmap

Agent Features Call Control

Not-Ready & Sign-Out

Reason Codes

Call & ECC Variables

Wrap-Up Codes

Supervisor Features Agent State Display

UCM Silent Monitor

Platform Features High Availability

Gadget-based Admin

3rd Party Gadget Support

Finesse & CTI-OS/CAD

mixed deployments

Packaged CCE Support

Generic PG Support

Golden Template

Queue Gadget

Queue Time

# of calls in Queue

Count of Agent State by

Queue

Mobile Agent

Send DTMF for IVR

Supervisor

Time in State Metric

Change Agent State Control

Predictive/Progressive

Outbound

Barge / Intercept

HA over the WAN

Phonebook

Localization

Finesse for CCX

Agent Configuration

Groups

Secure HTTP

Single-Step Transfer

Multi-Line

Agent-Agent Chat

Firefox Support

Preview Outbound

Finesse 8.5(3)

January 2012

Finesse 9.0

June 2012 Post 9.0 Feature Set

Cisco Social Miner

#CiscoPlusCA

of 18 - 34 year olds 78% of 35 - 44 year olds

71% 59% of 45 - 54 year olds

have either a Facebook or MySpace account

Harris Ineractive.com Newsroom,, 2010

www.harrisinteractive.com/NewsRoom/HarrisPolls,

Accessed August 16, 2010

Did You Know that…

http://www.harrisinteractive.com/NewsRoom/HarrisPolls

Jake Hird, Senior Research Analyst for Econsultancy: http://econsultancy.com/us/blog/5324-

20+-mind-blowing-social-media-statistics-revisited

1.3M The average number of tweets per hour

3.5B Pieces of content (web links, news stories,

blog posts, etc.) shared each week on Facebook.

35M Number of Facebook users who update their

status each day.

Did You Know That…

Barbierri, Cody, “Nielson Company Reports 82% Increase in Time

Spent on Social Networks,” Social VentureBeat.com

/social.venturebeat.com, Accessed August 16, 2010

34% of online Americans have

used social media to rant or rave

about a product, company, or brand Fans are 28% more likely than non-fans to

continue using a specific product

Fans are 41% more likely

to recommend to a friend

Your Customers Are Talking

Listen Engage

Cisco SocialMiner

Social Media Customer Care

Level 1

Level 2

Level 3

Level 4

Listening

Social Media

Broadcasting

Social Media

Marketing

Social Media

Customer Care

Proactive

Engagement

Occasional reporting

Reactive/surprised by social media

Facebook page and Twitter presence

Broadcast standard marketing via social media

Social Media

strategy

Engagement

marketing

Scalable engagement

process

Teams work queues

Proactive Customer

Care

Proactive Sales

Brand dashboarding

Minimal customer care

involvement

Managed process

Team activity

reports

Social Media Business

Intelligence

Level 5

Social Media Care Maturity Model

1. Capture

2. Analyze & Prioritize

3. Communication Workflow

4. Assign Customer

Airline lost my luggage!

Social Media Customer Care Agent 5. Engage

Cisco SocialMiner Social Media Customer Care

Cisco

SocialMiner

Overview • Enable proactive customer service by queuing and assigning social web posts to

appropriate staff • Complement brand monitoring dashboards

Cisco SocialMiner

Features

Real-time capture of social media postings

Social media campaign management

Route and queue contacts to experts

Tagging

Social Screen Pop

Real-time Notifications via Instant Message, Email, and Text

Social media customer care metrics

Rich set of Platform API’s for customization

All-in-one Software Appliance

– Linux Operation System

– Apache Tomcat Web Server

– Cassandra Datastore

– Informix Reporting Database

Web Services

Gadget Container

Cisco Application Interfaces

Virtualization

Cisco SocialMiner Services

•Runtime •Datastore •Reporting Database •Indexer •Eventing

External Services •SMTP Mail Service Interface •XMPP Interface •Active Directory

Standard Server Hardware

SocialMiner Gadgets

Cisco Provided OVF Template (Required)

Any Server Platform

Gadget Container

REST APIs

OpenSocial Gadgets

SocialMiner Campaign Management

• Features – Configure feeds from various sources of user generated contact

web sites

– Group feeds into “campaigns” to monitor social contacts

– Trainable filters to sort social contacts

• Benefits

– Consolidated list of prioritized opportunities for engagement across all social media sites

– Distinct campaigns for different products/purposes

• Product A, Product B, Product C

• Customer Service, Sales

• Customers, Partners, Analysts

Define

Capture Prioritize

Engage

Campaign

Management

• Features – Easy-to-use web gadget to reserve and dispatch work

– Pick style work assignment

– State management for social contacts*

• Benefits – Scale social media team activities

– Automated distribution of work improves efficiency and effectiveness of social media engagement

– Flexible assignment models and approval queues expands participation

Classify Contact

Queue

Assign

*Future release

Queue Contacts for Experts

• Feature

– Detailed metrics on social media customer care activities

– Campaign reports

– Team reports

• Benefit

– Measure work and results

– Manage to service level goals

– Support brand management

– Optimize staffing

Social Media Customer Care Metrics

Cisco SocialMiner Garners

Best of Enterprise Connect

2011

This award honors companies who have

made significant technological

advancements to benefit the enterprise

communications market

Q&A

#CiscoPlusCA

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innovating with cisco contact center architectures · •new cuic template to report on precision...

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