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

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