uccx social miner_presentation_v01
TRANSCRIPT
Cisco Unified Customer Collaboration
Overview and New Features
Overview of products which expand Contact Center Express
Express
Cisco Social Miner
Cisco Outbound Options
Cisco Quality Management
Cisco WorkForce Management
All In One Solution
Agent Desktop Application Cisco Agent DesktopCisco Finesse
OptionsWorkforce
Management
Quality
Management
Outbound
Options
Contact Center ExpressVoice
IVR
API
Reporting
Applications PlatformBusiness Edition 6000
Business Edition 7000
SocialMiner
Cisco SocialMiner 10.5 Overview
Cisco SocialMiner is a customer-care system that provides the ability to capture, filter, queue, and report on social contacts for social media engagement teams and contact center teams.
1 Capture
2 Analyze &Prioritize
3 Communication workflow
4 Assign
5 EngageSocial MediaCustomer Care Agent
Cisco SocialMiner
SocialMiner Release 10.5
Chat Transcript Download
RTMT Log Collection
Search for Contact by Contact ID
ESXi Support
Working with SocialMiner
Callback contacts Social contacts Chat contact
Working with Contacts
SocialMiner Chat Process
Chat Feed
RSS Feeds
Facebook Fan Page Feed
Chat Feed
Adding a Twitter Stream Feed
SocialMiner and UCCX Integration
Cisco Unified CCX Premium provides the facility for end users to initiate a chat session
with the agent, from a website, typically the public website of the organization using
Unified CCX.
Unified CCX provides a separate Agent and Supervisor web application, real-time, and
historical reports for Chat. The chat functionality requires Cisco SocialMiner to be
deployed, and SocialMiner to act as the endpoint that hosts the widgets that end users and
agents use during the chat session. SocialMiner accepts the chat request, communicates
with Unified CCX to allocate an agent for the chat and then establishes the chat session
between agent and end user.
The Unified CCX queues the chat requests from SocialMiner, allocates agents, and
monitors the chat session. Additionally, it facilitates agent state changes and provides the
real-time and historical reports for the Chat.
SocialMiner Configuration
Use the Chat Configuration web page to configure and manage Chat Contact Service Queues (CSQs), Web Forms, and SocialMiner.
The Chat menu contains the following submenu options:
Chat Contact Service Queues
SocialMiner Configuration
Chat System Parameters
Chat Web Form List
Teams
The SocialMiner configuration web page is used to configure and integrate UCCX with SocialMiner.
From the Unified CCX Administration menu bar, choose Subsystems > Chat > SocialMiner Configuration.
Information Required: IP or FQDN of SocialMiner server Username / Password of SocialMiner Administrator Chat Join Timeout Chat Inactivity Timeout
Configuration checked against SocialMiner each time page is displayed. Status displayed and out-of-sync configuration noted.
CCX Administration configures SocialMiner via APIs exposed by SocialMiner. A Chat Feed for CCX Chat Join Timeout - How long will SocialMiner wait for an Agent
to join the chat session? Chat Inactivity Timeout - How long will SocialMiner wait for the
Customer to type a chat message before automatically ending the chat session?
A Chat Campaign for CCX Up to 2 HTTP Notifications (one per UCCX node)
Configuring Chat System Parameters
From the Unified CCX Administration menu bar, choose Subsystems > Chat > Chat System Parameters.
You can now configure the Chat System Parameters. Chat No Answer Timeout (Seconds) - If an agent does not
respond to the chat request within the timeout duration (in seconds) specified in this field, the chat request is routed back to the chat queue. Similar to Select Resource Timeout in a voice script.
Offer Chat Contact When On Voice Call - Whether agents are allowed to handle a chat session during a voice call.
Configuring Chat CSQ
From the Unified CCX Administration menu bar, choose Subsystems > Chat > Chat Contact Service Queues.
Click on “Add New” The Chat Contact Service Queues (CSQs) web page opens. CSQ type
should be selected as Chat. Resource Selection Model — Only Resource Skills can be used for
Chat CSQs. Resource Groups cannot be used. Routing Algorithm – Only Longest Available and Most Skilled routing
algorithms implemented at this time. Select Skills on next page
Chat Web Forms & Widgets
From the Unified CCX Administration menu bar, choose Subsystems > Chat > Chat Widget List. Click on “Add New”.Add a Name and Description for a new widgetName should be unique with no special charactersCustom fields can be added to selected fieldsMaximum of 10 fields can be selected under Selected Fields.
Accept Scenario On receiving a visual alert for an incoming chat, when an agent accepts
the chat session, the chat window is opened as shown in the following snapshot. Agent can then chat with the customer as shown.
If CA signed certificate is not upload to SocialMiner, or the self signed certificate is not installed on the PC, a certificate error will appear before opening chat window.
Sign Out Scenario While in an active chat session, if an agent clicks on Sign Out, he is not
allowed to log out and he gets logged out once the current chat session ends.
Chat CSQ Real-Time Reports
State of Agentsin this Queue
Total PresentedContacts
Total Queued Contacts[Oldest Waiting
Contact Duration]
Total HandledContacts(Route to
Agent)
Total Abandoned
Contacts(Abandoned
in Queue)
LongestWait
DurationIn Queue
LongestContact HandleDuratio
n
AvgWait
DurationIn Queue
AvgHandle
DurationIn Queue
SocialMiner Search
FeaturesSearch for specific words, terms or phrases in all social contactsAuto-complete drop-down option with searchable fields as you typeEasy-to-use search form alternative for a more refined search*
BenefitsProvides a layer of social contact filtration to meet specific business needsDetailed chat transcripts for audit purposes
Chat Transcript UI
Chat title becomes an active
link after chat session closes.
Licensing
SocialMiner Server Software License
SocialMiner Users/Agents
Blended Telephone and Social Media Care Team
СПАСИБО ЗА ВНИМАНИЕ
Thank you for attention