innovating with cisco contact center architectures
DESCRIPTION
TRANSCRIPT
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
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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)
Precision Routing Configuration Overview
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
Precision Routing Configuration Overview
PQ Creation – Basic Info
• Basic Information:
• SL Type/Threshold
(similar to SkillGroup)
• Agent Ordering:
• Longest Agent Available
• Most Skilled Agent
• Least Skilled Agent
Precision Routing Configuration Overview
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
Precision Routing Configuration Overview
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
Cisco Confidential © 2011 Cisco and/or its affiliates. All rights reserved. 40
• Nice Quality
Management
• Cisco SocialMiner
Cisco Confidential © 2011 Cisco and/or its affiliates. All rights reserved. 41
• 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…
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
Your Customers Are Talking
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
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