1. Innovating with Cisco
Contact Center
Architectures

2. Agenda
• Precision Based Routing – Multi dimensional routing
• Finesse desktop – Web 2.0 agent desktop
• Social miner – Social media customer care
#CiscoPlusCA

3. Precision Based Routing
#CiscoPlusCA

4. Packaged Deployment SRND
CCE PAC M1 (up to 1000 agents) Deployment
Single Box Rich Voice ACD Options IP IVR
Available
Web Configuration Outbound Parent/Child
Voice ACD (CCE) Multichannel CRM
Reporting (CUIC) Speech TDM
Call Control (UCM) Social Media RSM
Self Service (CVP) Recording Etc.

5. 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

6. 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

7. Skills-Based Routing Technology Limits Growth
and the Ability to Easily Extend Business Logic
Administratively Intensive Agent Management
Inability to Take Advantage of
Unique Expertise and Aptitude
Time Consuming
Costly and Complex Administration
Lack of Flexible, Detailed Reporting
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8

8. JENNIFER SAMANTHA JOHN

9. JENNIFER SAMANTHA JOHN
z
zzzzzzzzzzz

10. 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

11. Precision Routing: Configuration Overview
3 1. Create Attributes
2. Assign Attributes to
Agents
3. Create Precision Queues
1
based on Attributes
4. Invoke Precision
Queues via call scripts
4
2

12. 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)

13. 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

14. 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

15. 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

16. Precision Routing: Steps
Sample Precision Queue:
Terms / Step Criteria Wait Time
Attributes

17. 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)

18. 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)

19. Reporting
 Precision Queues analogous to Skill Groups, provide same metrics
 More granular data with minimal learning curve
 New and modified CUIC templates:
• Agent Real Time (with both Skill Group and Precision Queue)
Real Time • Agent Team Real Time (with both Skill Group & Precision Queue)
• Precision Queue Real Time* (similar to Skill Group Real Time)
• Agent Queue Interval (with both Skill Group & Precision Queue)
Historical • Precision Queue Interval* (similar to Skill Group Interval)
• Call Type Queue (with both Skill Group and Precision Queue)
• Agent Precision Queue Member* (list of all PQs for each agent)
Membership • Precision Queue Member* (list of all agents in each PQ)

20. 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

21. Precision Queue Real Time
• New CUIC template to report on Precision Queue real time
metrics (analogous to Skill Groups)

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

23. Agent Precision Queue Membership
• New CUIC template that displays Agent’s Precision Queues
and its attributes

24. Precision Queue Interval All Fields
• New CUIC template to report on Precision Queue historical
metrics (analogous to Skill Groups)

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

26. Updates to Existing Reports
•Agent Real Time Reports modified to combine PQ/Skill Group
•Agent Team Real Time in one column and to show PQ Attributes
•Agent Queue Interval (example shown below)
•Call Type Queue

27. Enterprise Application Integration
Mary’s Attributes
API Fluent in English
Fluent in English
Cert. to sell Home Ins.
Cert. to sell Home Ins.
Cert. to sell Auto Ins.
HR
English
Auto Database
Insurance
Sales
Precision Routing
• Fluent in English
• Cert. to sell Auto Ins.

28. 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

29. Precision Routing – UCCE 9.0 and Beyond
Summer 2012
Precision Routing - UCCE 9.0 Roadmap
Features: Reports (New):
10 Step PQ  PQ Real Time Outbound Support
 Wait Time  PQ 10 Step Real Multi-Channel Support
 Consider If Time
Dynamic PQ Node Agent Precision Bulk Configuration
Queue Agent Utilization
 Dynamic CT Membership
Node Ordering
 Precision Queue  Weighting Criteria
 Dual-skilled Interval
(PQ/SG) Agent  Scalability Increases
 Precision Queue
 REST APIs Efficiency UI / Report
 Web 2.0 Config Enhancements

30. Finesse Desktop
#CiscoPlusCA

31. Finesse Gadgets
Ease of Customization via modular architecture
• 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

32. Enterprise Mashups Enterprise CRM
Enabling Unified Desktops for Agents
Finesse Gadget
SocialMiner or CUIC
HTTP
CRM Gadget HTTP Cisco Unified
Intelligence Center
HTTP
Cisco Finesse Server HTTP
Web Gadget
Services Container
 Gadget Architecture enables client-side mashup & easier integration
 Gadget Upgrades handled by each server
 Reduces version compatibility dependencies

33. Cisco Finesse Client
High-Level Architecture
Contact Center Enterprise
Cisco Finesse Server
VOS Virtual Machine
Web Gadget
Services Container
Custom
Authentication via Applications
Administration and CTI
Data Server
Cisco
Unified
Contact Center
Enterprise
PG
 Zero-Footprint on client
 Mandatory Administration Workstation (AW)

34. Finesse Cockpit
A container application that eases cost of integration
Agent State
Controls
Configurable Tabs
Administrators define tab
names
Configurable Gadgets
Administrators define which
gadgets go on each tab
35

35. Cisco Finesse Call Control
Gadget common to agents and supervisors
Call Control Buttons
Call Context Make Call, Answer/End, Hold/Retrieve,
Consult, Transfer/Conference, & Keypad
Administrators define which
call variables to include
Wrap-Up
Agents can apply wrap-up
codes throughout the call
or after the call
36

36. Cisco Finesse Supervisor Agent Statistics
Team Performance Gadget Agent state, time-in-state,
and extension
Supervisor Controls
Change Agent State or Team Selector
Initiate Silent Monitor

37. Cisco Finesse Supervisor
Queue Statistics Gadget
Call Statistics Agents Statistics
The number of calls in Agent State across skill
queue and time in queue groups
for each skill group
38

38. • Calabrio
Workforce
Optimization
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 39

39. • Nice Quality
Management
• Cisco SocialMiner
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 40

40. • 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
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 41

41. 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

42. Roadmap
Finesse 8.5(3) Finesse 9.0
January 2012 June 2012 Post 9.0 Feature Set
Agent Features  Packaged CCE Support  Barge / Intercept
Call Control  Generic PG Support
Not-Ready & Sign-Out  HA over the WAN
 Golden Template
Reason Codes  Phonebook
 Queue Gadget
Call & ECC Variables  Localization
Wrap-Up Codes  Queue Time
 # of calls in Queue  Finesse for CCX
Supervisor Features
Agent State Display  Count of Agent State by  Agent Configuration
UCM Silent Monitor Queue Groups
Platform Features  Mobile Agent  Secure HTTP
High Availability  Send DTMF for IVR  Single-Step Transfer
Gadget-based Admin  Supervisor  Multi-Line
3rd Party Gadget Support  Time in State Metric
Finesse & CTI-OS/CAD  Agent-Agent Chat
 Change Agent State Control
mixed deployments  Firefox Support
 Predictive/Progressive  Preview Outbound
Outbound

43. Cisco Social Miner
#CiscoPlusCA

44. Did You Know that…
78% of 18 - 34 year olds
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

45. Did You Know That…
1.3M The average number of tweets per hour
Pieces of content (web links, news stories,
3.5B blog posts, etc.) shared each week on Facebook.
Number of Facebook users who update their
35M status each day.
Jake Hird, Senior Research Analyst for Econsultancy: http://econsultancy.com/us/blog/5324-
20+-mind-blowing-social-media-statistics-revisited

46. 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
Barbierri, Cody, “Nielson Company Reports 82% Increase in Time
Spent on Social Networks,” Social VentureBeat.com
/social.venturebeat.com, Accessed August 16, 2010

47. Your Customers Are Talking

48. Your Customers Are Talking

49. Your Customers Are Talking

50. Cisco SocialMiner
Social Media Customer Care
Engage Listen

51. Social Media Care Maturity Model
 Proactive Customer
Level Proactive  Social Media Business
5 Care
Engagement Intelligence
 Proactive Sales
 Scalable engagement  Managed process
Level Social Media
4 process  Team activity
Customer Care
 Teams work queues reports
 Social Media  Brand dashboarding
Level Social Media strategy  Minimal customer care
3 Marketing  Engagement involvement
marketing
Level Social Media  Facebook page and Twitter presence
2 Broadcasting  Broadcast standard marketing via social media
Level Listening  Occasional reporting
1  Reactive/surprised by social media

52. Cisco SocialMiner
Social Media Customer Care
1. Capture
Airline lost my luggage!
2. Analyze & Prioritize Cisco
SocialMiner
3. Communication Workflow
Customer 4. Assign
Social Media
5. Engage Customer Care Agent

53. Cisco SocialMiner
Overview
• Enable proactive customer service by queuing and assigning social web posts to
appropriate staff
• Complement brand monitoring dashboards
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

54. SocialMiner
Gadgets
 OpenSocial Gadgets
Cisco Application Interfaces
Web Gadget  Gadget Container
Services Container
 REST APIs
Cisco SocialMiner Services
 All-in-one Software Appliance
•Runtime External Services
•Datastore •SMTP Mail Service Interface – Linux Operation System
•Reporting Database •XMPP Interface – Apache Tomcat Web Server
•Indexer •Active Directory
•Eventing – Cassandra Datastore
– Informix Reporting Database
 Cisco Provided OVF Template
Virtualization (Required)
 Any Server Platform
Standard Server Hardware

55. 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 Engage Define
• Benefits
– Consolidated list of prioritized opportunities for
Campaign
engagement across all social media sites Management
– Distinct campaigns for different products/purposes
• Product A, Product B, Product C
• Customer Service, Sales Prioritize Capture
• Customers, Partners, Analysts

56. Queue Contacts for Experts
• Features
– Easy-to-use web gadget to reserve and dispatch work
– Pick style work assignment
– State management for social contacts*
• Benefits Classify
Queue
– Scale social media team activities Contact
– Automated distribution of work improves efficiency
and effectiveness of social media engagement
– Flexible assignment models and approval queues
expands participation Assign
*Future release

57. Social Media Customer Care Metrics
• 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

58. Cisco SocialMiner Garners
Best of Enterprise Connect
2011
This award honors companies who have
made significant technological
advancements to benefit the enterprise
communications market

59. Q&A
#CiscoPlusCA

60. We value your feedback.
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