Cisco Cantact Center Express solution for Social Networks

1. Cisco Unified Customer Collaboration
Overview and New Features

2. Overview of products which expand Contact Center Express
Express
 Cisco Social Miner
 Cisco Outbound Options
 Cisco Quality Management
 Cisco WorkForce Management

3. All In One Solution
Agent Desktop Application Cisco Finesse Cisco Agent Desktop
Options Workforce
Management
Quality
Management
Outbound
Options
Contact Center Express
Voice
IVR
API
Reporting
Applications Platform
Business Edition 6000
Business Edition 7000
SocialMiner

4. 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
Cisco SocialMiner
Social Media 5 Engage
Customer Care Agent

5. SocialMiner Release 10.5
 Chat Transcript Download
 RTMT Log Collection
 Search for Contact by Contact ID
 ESXi Support

6. Working with SocialMiner
Callback contacts Social contacts Chat contact
Working with Contacts

7. SocialMiner Chat Process

9. Chat Feed
 RSS Feeds
 Facebook Fan Page Feed
 Chat Feed
 Adding a Twitter Stream Feed

10. 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.

11. 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

12. 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.

14. 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)

15. 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.

17. 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

20. 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 widget
Name should be unique with no special characters
Custom fields can be added to selected fields
Maximum of 10 fields can be selected under Selected Fields.

24.  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.

27. Chat CSQ Real-Time Reports
State of Agents
in this Queue
Total Presented
Contacts
Total Queued Contacts
[Oldest Waiting
Contact Duration]
Total
Handled
Contacts
(Route to
Agent)
Total
Abandoned
Contacts
(Abandoned
in
Queue)
Longest
Wait
Duration
In Queue
Longest
Contact
Handle
Duratio
n
Avg
Wait
Duration
In Queue
Avg
Handle
Duration
In Queue

29. SocialMiner Search
Features
Search for specific words, terms or
phrases in all social contacts
Auto-complete drop-down option
with searchable fields as you type
Easy-to-use search form alternative
for a more refined search
*
Benefits
Provides a layer of social contact
filtration to meet specific business
needs
Detailed chat transcripts for audit
purposes

30. Chat Transcript UI
Chat title becomes an active
link after chat session closes.

31. Licensing
 SocialMiner Server Software License
 SocialMiner Users/Agents
 Blended Telephone and Social Media Care Team

32. Thank you for attention
СПАСИБО ЗА ВНИМАНИЕ