BRKCCT 2773 PDF

BRKCCT-2773
Getting The Most Out Of Contact Center Express Version 9.0

Goswin Weemaes
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2013 Cisco and/or its affiliates. All rights reserved.
Cisco Public
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
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Contact Center Express 9.0 Overview
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Contact Center Express Overview

Components
Agent Desktop Application Options

Quality Monitoring Workforce Management High Availability
Cisco Agent Desktop
Social Media
Outbound IVR
Contact Center Express
Voice/Email/Chat IVR
CTI/CRM Reporting
Applications Platform
Unified Communications Manager Unified Computing System
All in One Solution Robust and Proven Easy to Use Easy to Deploy
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Unified CCX Packages
Feature Standard
Simple groups; conditional routing; custom variables Skill/Competency groups Standard templates and custom historical reporting
For Your Reference
Enhanced
Premium
Priority Queuing Priority (data-driven) routing with both Enterprise DBMS and XML data sources Premium templates and custom historical reporting
ACD
Enhanced 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)
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Premium Cisco Agent Desktop Premium Cisco Supervisor Desktop w/ real-time reports Premium Desktop workflows and custom action keys Remote Monitoring
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Unified CCX Packages
Feature
CTI
For Your Reference
Standard
Simple pop of ANI/DNIS, customer entered data
Enhanced
XML data sources 3rd Party application screen pop JAVA integration
Premium
DBMS and XML data sources
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 Inbound Voice Blended Preview Outbound Dialer Agent E-Mail Web Chat
IVR
Basic Prompt & Collect Queue point, custom messaging, prompts, collect (DTMF)
MultiChannel
Inbound Voice
Inbound Voice
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Unified CCX 9.0

Customer Collaboration Innovation 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
For Your Reference
Platform changes License management enhancements Improved security with SELinux CME support removal
Feature enhancements Supports a-law for G.711 codec Outbound Preview Dialer improvements Support of REST APIs New Servers and Endpoints
C260 server support Jabber & Tandberg Video endpoints EX60 and EX90 support
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Agenda
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Mobile Skill Manager
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Overview
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


Login Page
Mobile Skill Manager URL: https://<ipaddress>/mobileskillmanager
Username and password

Only a supervisor can log into the interface
Sign-In
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Home Page
Link to Resources
Link to Skills
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Skills Page - Overview
Delete a skill List of configured skills

Press the cross icon to delete an existing skill
Add a new skill
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Resources Page
List of resources
Agents managed by the logged in supervisor.
Details of the resource
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Resource Details
Team assignment
Re-assign agent to another team
Modify skill level

Change skill competencies when required
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Modify Skill Competency
Competency level
Skill list
All the configured skills will be displayed Assigned skills will be displayed with the corresponding level set
Unassigned skills will have NA set in the drop-down box
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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
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Update skill level

An update skill button will be displayed in order to confirm the update
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Skill level modified
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Web Chat
Overview
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Unified CCX 9.0: Web Chat

Packaging
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
For Your Reference
Functionality
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
Simple to Deploy
Built-in tool to create sample code for customer website form Complete configuration in 5 simple steps

Typical Deployment
Web Chat subsystem sees Agent state and delivers chat contact to web based Agent interface Chat contact submitted to SocialMiner
Customer sends web chat request
Customer Chat UI
Customer WebSite
Chat Proxy
Social Miner
Unified CCX Primary
CAD Agent Chat UI
UCCX
Secondary
Signaling Chat Media
Transcript storage and retrieval
Real time reports and historical reports
Reply gadget is rendered to Agent interface
WWW
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Corporate firewall
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Web Chat
Agent & Customer Interfaces
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Web Chat
Agent Interface - Agent Login
Agent interface
Web client in integrated browser (or in IE8)
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Web Chat
Agent Interface - Agent Login
Agent State
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Web Chat
Customer Interface Entering Customer Information
Customer Information
Problem selection will determine Chat CSQ
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Web Chat
Customer Interface Waiting for Agent
Waiting for next available agent
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Web Chat
Agent Interface - Incoming Chat Message
Agent status Incoming chat

Agent no-answer timeout. Chat contact gets requeued and Agent goes Not ready after time out.
Web Chat
Agent Interface - Chat In-Progress
Customer information Chat messages
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Web Chat
Customer Interface Chat in Progress
Chat history
Sending chat
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Web Chat
Supervisor Interface and Reporting
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Web Chat
Supervisor Interface - Overview
Team selection
Option to view Contact Service Queue report or Agent report
Supervisor interface
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Web Chat
Supervisor Interface - CSQ Report
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
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Web Chat
Supervisor Interface CSQ Detail Report
CSQ Detail - Summary
CSQ Detail
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Web Chat
Supervisor Interface Agent Report
Agent report
List of agents
Details such as agent name, ID, current state, and other aggregated data about the number of chat contacts handled
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Web Chat
Real Time Administrator Views
Web Chat Real-Time Reports

Overall Chat Stats Chat Resource Stats Chat CSQ Stats
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Web Chat
Historical Reports in CUIC and HRC
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)
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Web Chat
Administration & Configuration
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Web Chat
Web Chat Administration - Overview
Easy 5 step configuration:

Create Chat CSQ Simple SocialMiner configuration Global Chat parameter settings
Create teams
Create Chat widget sample HTML code for Website
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Web Chat
Web Chat Administration Create Chat CSQ
Step 1 Create Chat CSQ

Two routing algorithms: Longest Available or Most Skilled (total of all competencies)
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Web Chat
Web Chat Administration Create Chat CSQ
Step 1 Create Chat CSQ

Select needed skills and minimum competence level
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SocialMiner Configuration
Step 2 SocialMiner Configuration

Chat Join Timeout Chat Inactivity Timeout
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Web Chat System Parameters
Step 3 Chat System Parameters

Chat No Answer Timeout Offer Chat Contact When On Voice Call
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Create Team
Step 4 Team Creation

Same Team configuration as for Voice CSQ
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Chat Widget for website
Step 5 Generate web form

Sub-step 1:
Select input data gathering fields.
Select pre-defined or custom fields
Sub-step 2:
Assign CSQ to purpose/ problem statement
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Chat Widget for website Sub-step 3
Preview of web form
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
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Transcript Storage
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
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Agenda
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CUIC: Next Generation Web 2.0 Historical Reporting

Cisco Unified Intelligence Center
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Next Generation Web 2.0 Reporting
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
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Historical Client Configuration
Historical Reporting Tool

Simple configuration in Unified CCX Administration Can be changed at any time
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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
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Reports Overview
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Reports Overview
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Reports Overview
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Audit Trail Report
Audit Trail Report

Track reporting activity by administrator
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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)
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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
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Visual Customization Built in
Change graphical view

Rearrange column fields, rename fields, add headers Provide additional groupings, summarizations and sorting
Thresholds
Add thresholds to identify compliance violations

Multiple Views
Chart and Gauge type reports

Associate multiple report views with the same report data definition
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Permalinks
Permalinks
Direct link to Report Viewer No need to login Obtained via Edit Views-menu (not for stock reports) Requires a default filter
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Scheduling General Settings
Report Selection
Filter Selection
Relative Date Range can be used
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Scheduling Send via e-mail
Send via E-mail
List of recipients
Different supported formats

Embedded HTML, XLS or PDF
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Scheduling Save to Remote Location
Save to remote location

Via SFTP Protocol Support of CSV (for flat file file integration) when saving to remote location
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Building Custom Reports
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Report Customization
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
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Creating Custom Reports

General Overview
Standalone CUIC Server
Contact Center Express with integrated CUIC 3rd party tool Ex: Squirrel SQL
2. Create Custom Report 3. Export Custom Report

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1. Create new Stored Procedure or re-use existing SP
4. Import Custom Report

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Creating Custom Reports

Examples of custom reports
Choices in IVR Menu
Weighted Average
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Agenda
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Feature Enhancements
Outbound Enhancements Administration and Outbound APIs
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Unified CCX 9.0: Feature enhancements

Outbound Enhancements
Performance Improvement
Reduced time to import contacts over WAN More than 50% reduction in time
Outbound dial time

Dial contacts at pre-defined time Contacts stored with status set to Callback
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Administration & Outbound APIs
Applications using API

Outbound Campaign Management APIs
Day 2 Configuration API
Administration
Agents Skills CSQs Resource Group Team
CCG Trigger DialogGroup HTTP Trigger Chat Application

Open REST APIs
Outbound Campaign Mgmt Add Delete Manage Monitor
Script Engine
ICD IVR
Inbound Web Chat
Outbound Data Source
Unified CCX
ASR/TTS
Unified Communications Manager
SocialMiner
Applications Platform
Unified Computing System
Administration & Outbound APIs
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Outbound REST APIs
For Your Reference
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)
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Administration REST APIs
Application Call Control Group Chat Widgets CSQ (Voice & Chat) Data Source (EDBS) Media Termination Dialog Group HTTP Trigger Resource (Agent) & Team Skill
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.
Resource Group
Trigger
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New Endpoints Support
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Support for New Endpoints

Cisco Jabber As Agent Device
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

* Jabber for Windows version
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Platform Changes
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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
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Platform Changes
Upgrade to Unified CCX 9.0
Direct Upgrade 7.0 (2) OR 8.0(2) OR 8.5(1) 9.0
For Your Reference
Indirect Upgrade
3.x
4.0(x)
7.0 (2)
9.0
Indirect Upgrade No Upgrade Fresh Install
4.5.x OR 5.0.x OR 7.0(1) SRx
7.0 (2)
9.0
4.1 or 6.0
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)

Platform Changes
Red Hat Version Upgrade Underlying Redhat version upgraded to RHEL 5 Update 7 Upgraded Linux kernel to provide increased reliability Enhanced Security with SELinux
For Your Reference
Tomcat 7 Migration
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.
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Platform Changes
Improved Security with SELinux
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
CME no longer supported

Unified CCX deployments with CME is not supported from Unified CCX Release 9.0(1) onwards. Customer option Cisco BE 6000
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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 Questions & Answers
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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 projects challenges at the Technical Solutions Clinics
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BRKCCT-2773

Getting The Most Out Of Contact Center Express Version 9.0

2013 Cisco and/or its affiliates. All rights reserved.

2013 Cisco and/or its affiliates. All rights reserved.

Contact Center Express 9.0 Overview

2013 Cisco and/or its affiliates. All rights reserved.

Contact Center Express Overview

Agent Desktop Application Options

Cisco Agent Desktop

Contact Center Express

Unified Communications Manager Unified Computing System

2013 Cisco and/or its affiliates. All rights reserved.

Contact Center Express Overview

For Your Reference

Enhanced templates and custom historical reporting

2013 Cisco and/or its affiliates. All rights reserved.

Contact Center Express Overview

For Your Reference

2013 Cisco and/or its affiliates. All rights reserved.

Unified CCX 9.0

For Your Reference

2013 Cisco and/or its affiliates. All rights reserved.

Mobile Skill Manager

2013 Cisco and/or its affiliates. All rights reserved.

Mobile Skill Manager

Browser based application for mobile devices, supported on:

Allows supervisor to:

Within corporate network or over VPN with sufficient bandwidth

Mobile Skill Manager

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

Username and password

2013 Cisco and/or its affiliates. All rights reserved.

Mobile Skill Manager

2013 Cisco and/or its affiliates. All rights reserved.

Mobile Skill Manager

Delete a skill List of configured skills

Add a new skill

2013 Cisco and/or its affiliates. All rights reserved.

Mobile Skill Manager

Details of the resource

2013 Cisco and/or its affiliates. All rights reserved.

Mobile Skill Manager

Modify skill level

2013 Cisco and/or its affiliates. All rights reserved.

Mobile Skill Manager

Unassigned skills will have NA set in the drop-down box

2013 Cisco and/or its affiliates. All rights reserved.

Mobile Skill Manager

New competency level

2013 Cisco and/or its affiliates. All rights reserved.

Mobile Skill Manager

Update skill level

2013 Cisco and/or its affiliates. All rights reserved.

Mobile Skill Manager

Skill level modified

2013 Cisco and/or its affiliates. All rights reserved.

2013 Cisco and/or its affiliates. All rights reserved.

2013 Cisco and/or its affiliates. All rights reserved.

Unified CCX 9.0: Web Chat

For Your Reference

Unified CCX 9.0: Web Chat

Customer sends web chat request

Unified CCX Primary