Customising your Contact Centre with Finesse and CUIC Michael Green, Technical Solutions Manager CCBU

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2 Customising your Contact Centre with Finesse and CUIC Michael Green, Technical Solutions Manager CCBU

3 Agenda Finesse Overview Gadgets Architecture API Adding a Sample Gadget CUIC Overview Architecture Functionality and Customisation Live Data Overview Reporting Gadgets Development Partners

4 Finesse Overview

5 Highlights of Finesse Feature Set Agent Features Supervisor Features Platform Features Call Control / Agent State / Wrap-Up Phonebooks & Click-tocall Multiline via the Phone Outbound and Callbacks & Chat Handling Silent Monitoring Barge / Intercept Change Agent State Real-Time Agent State & Queue Data LiveData Gadgets (PCCE, CCX) Agent State Timer Workflows Localization

6 Cisco Finesse Revolutionising the Agent Desktop Experience Browser-based agent desktop for easy management & upgrades Designed to empower agents via user-centered design product Flexible and Expandable Finesse is a web gadget container All applications that agents need (Cisco or 3rd party) contained within Finesse Administrators define agent and supervisor layouts Developer Friendly Web API

7 Finesse Gadgets Ease of Customisation via Modular Architecture Mini-web pages assembled into a larger webpage A la carte approach to agent desktop Utilises OpenSocial for standards-based integration

8 Enterprise Mashups Enabling Unified Desktops for Agents CUIC Gadget Finesse Gadget CRM Gadget HTTP HTTPS Cisco Finesse Server Web Gadget Services Container Gadget Architecture enables easier integration Gadget Upgrades handled by each server Reduces version compatibility dependencies HTTPS Enterprise CRM CUIC

9 Finesse Workflows Customers require a way of triggering screen pops or passing data to other applications without custom development Finesse delivers this functionality via flexible workflows Finesse supports the ability to do a browser screen pop or call a REST API on Finesse or a 3rd party application

10 Finesse Gadgets

11 OpenSocial Gadgets A Gadget Spec: Is an XML file Defines metadata about an OpenSocial app Is cacheable high performance server not needed Gadgets use existing web standards: XML to define metadata HTML for markup JavaScript for interactivity CSS for presentation Source:

12 OpenSocial Gadget Specification <?xml version="1.0" encoding="utf-8"?> <Module> <ModulePrefs> </ModulePrefs> <UserPrefs> </UserPrefs> <Content type="html"> <! [CDATA[ Your HTML & JavaScript HTML goes Here! ]]> </Content> </Module> Title= MyGadget <Require feature="pubsub-2" /> User Preferences - options to be tailored for individual pages Your web app goes here

13 OpenSocial Gadget Server A Gadget Server: Takes the gadget spec as input Outputs HTML, JavaScript, and CSS as one document Source:

14 Gadget Presentation Flow Finesse Client/Browser Finesse Server 3 rd Party Gadget 2 Gadget Server & Container 1 Gadget XML Specification Gadget Proxy 5 Web Service

15 Finesse Architecture

16 High-Level Finesse Architecture UCCE/PCCE Finesse is an Active/Active Deployment for UCCE Desktop Users physical desktop (Window, Mac O/S, etc..) Finesse Server Standalone server installed with Finesse (Primary or Secondary node) UCCE Aggregated view of UCCE. This is logical A and B sides

17 High-Level Finesse Architecture UCCX Finesse is an Active/Inactive Deployment for UCCX Finesse runs in its own instance of Tomcat Finesse only connects to local UCCX Finesse only Active on Master CCX side

18 High-Level Finesse Architecture UCCE/PCCE Desktop contains the Browser that connects to Finesse Server Finesse Server contains various services that provide functionality UCCE provides both authentication through AWDB and CTI functionality from the Agent PG

19 High-Level Finesse Architecture UCCX Finesse shares XMPP server with UCCX Finesse uses co-resident CCX Engine for CTI Feed UCM is just not for CTI functionality, but also for authentication

20 High-Level Finesse Architecture UCCE/PCCE Finesse Admin and Cisco Finesse run in the Browser Applications from WAR s running in Tomcat (proxied by Shindig and protected by CCE Realm) Of greater importance is the path from REST API WAR to Notification Service to Agent Desktop

21 High-Level Finesse Architecture UCCE/PCCE 3 rd Party Gadget Hosting Gadgets (and associated artifacts) are placed into a special directory Special preinstalled WAR is symbolically linked to this directory Agent Desktop can load Gadgets via the 3rd Party Gadget WAR

22 High-Level Finesse Architecture UCCX 3 rd Party Gadget Hosting No different to UCCE/PCCE shown on previous slide

23 High-Level Finesse Architecture REST API Flow 1. Agent Desktop REST API request via Shindig 2. REST API arrives at REST API WAR 3. HTTP 202 response sent back 4. CTI Request made to Agent PG 5. Response/Events sent back to REST API WAR 6. REST API WAR publishes XMPP messages 7. Messages arrive at Agent Destkop via XMPP over BOSH

24 Finesse API

25 Finesse API Functionality Agent Agent State Answer / End Hold / Retrieve Conference / Transfer / Single-Step Transfer Outbound Option Supervisor UCM Silent Monitoring Barge / Intercept / Change Agent State Queue and Agent State Statistics Administration Reason & Wrap Codes Call Control Layouts Phonebooks Gadget Layouts Workflows & Workflow Actions Team Resource Management

26 Finesse REST API s Representational State Transfer Stateless & cacheable Simple HTTP Native access from web browsers Example: Set the state of Agent 1001 Finesse Client <User> <state>ready</state> </User> Request Response Event Finesse Server <User> <extension>1001</extension> <firstname>john</firstname> <lastname>smith</lastname> <state>ready</state> <role>agent</role> </User> 27

27 Finesse API Business Value Before Cisco Finesse. Cisco Finesse Business Value CCX & CCE API s are completely different If you build an application for CCX, you also need build a supervisor application or go without supervisor functions. Easily portable applications that work on both platforms Cisco Finesse Supervisor works with 3 rd Party applications based on the Finesse API Web application integration is very difficult and requires cumbersome middleware components Custom Applications are all-or-nothing. Build an entire application from scratch or use the out-ofthe-box desktop Requires highly specialized CTI expertise and legacy coding techniques The Finesse API works in thick and thin applications. Mix-and-match gadgets from various suppliers. Cisco Finesse facilitates an incremental value approach. Easy-to-use Web API to support more common web development skills

28 Adding a Sample Gadget

29 Finesse JavaScript Library Quick Start to Customising Finesse Without a JavaScript Library Learn: Gadget API REST API XML XEP/XMPP (BOSH) Library Open AJAX Hub Write Gadget from Scratch Coordination of All of the Above Upload to Finesse Server Change Layout Try, Try, Try Some More jquery finesse.* Finesse JS Library With a JavaScript Library Download a Sample that uses the Library Upload to Finesse Server Change Layout See and start with working example

30 Cisco DevNet Developer Resources for Partners and Customers Finesse Developer s Guide describes all of the Finesse REST API s (including Configuration and Serviceability API s not used on the Desktop) Finesse JavaScript Library contains the library for building gadgets as well as the JS Doc that goes with it. Sample Gadgets that demonstrate various features of Finesse. Getting Started for quickly getting going on Finesse

31 Prerequisite Have a working Finesse Nothing Up My Sleeves: Shown here is an out-of-the-box Agent Desktop layout

32 Step 1 Download Sample Gadget Click to download the library. (Accept the license, you won t regret it). Unzip it and look around in it.

33 Step 2 Enable the 3rdpartygadget Account Using your favorite SSH tool log into Finesse Server as the Administrator and unlock the (not-so-secretbut-special) 3rdpartygadget account.

34 Step 3 Copy Sample Gadget to Finesse Server Files go into /files as anything from /files down is accessible from 3rdpartygadget.

35 Step 4 Add Sample Gadget to Desktop Layout Notice how you load the Gadget right from localhost (i.e. local to the Finesse Server) Don t forget to save the changes!

36 Step 5 Login to Agent Desktop to see the results

37 Cisco Unified Intelligence Centre (CUIC) Overview

38 Cisco Unified Intelligence Centre (CUIC) Platform for report development Dashboard Extend reporting Direct Export Scheduled delivery Click-to-report Link reports using drill down Segmented access by user and role

39 CUIC Architecture

40 CUIC Architecture Typical Message Flow

41 CUIC Live Data Overview

42 Live Data Publication of real-time data so that Intelligence Center can subscribe for UCCX and CCE (PCCE & UCCE) Updated in real-time: Subscription versus Refresh Rates New in Release 11.0 Live Data in CCE 11.0 Common approach in UCCX and CCE (PCCE & UCCE) Agent State Duration Extension Alice Wonderland 2010 Bond Casino Royale 007 Peter pan Neverland 2003

43 Legacy Real Time Reporting Architecture PG/ RTR Real-Time AW DB Polled Data CUIC Server Polled Data CUIC Client Direct DB Access CTI XMPP HTTP Polling REST Polled SG Data Finesse Server Finesse Client Issues: - Multiple paths exist for RT reporting data - The AW database is used as the transport for all RT data. - No push path for RT data - No way to join data from multiple applications

44 Live Data Reporting Architecture (UCCE 11.0) Live Data Web Cisco Unified Intelligence Center Unified Unified Intelligen Intelligen ce Center ce Clients Center Clients Router RTR TIP Live Data Reporting Services Push Delivery PG PG TIP Real-Time JMS Bus Socket.IO Server CUIC CUIC Client Cisco Client Finesse Clients WebSocket JMS RestAPI Source specific data flows

45 Live Data CCE 11.0 Lightweight access to reporting Live Data Reports Agent Agent Skill Group Skill Group Precision Queue Today & To-Interval Statistics added for SG & PQ

46 Live Data for UCCX Supervisor Reports Team State Team Summary Voice CSQ Agent Detail Voice CSQ Summary Agent Outbound Team Summary Chat Agent Statistics Chat CSQ Summary Agent Reports Agent State Log Agent Statistics Agent CSQ statistics Agent Team Summary

47 CUIC Functionality and Customisation

48 CUIC Functionality Finesse Dashboard Scheduler Reports Views/Permalinks Grid Gauge Chart Reporting Services SQL Query Report Definitions Query Types Anonymous Block Stored Procedure Web Sockets Fields Parameters Value Lists Collections User Synchronization Data Sources UCCE Historical UCCE Real Time UCCX Live Data CVP Social Miner

49 Data Sources Finesse Dashboard Scheduler Reports Views/Permalinks Grid Gauge Chart Reporting Services SQL Query Report Definitions Query Types Anonymous Block Stored Procedure Web Sockets Fields Parameters Value Lists Collections User Synchronization Data Sources UCCE Historical UCCE Real Time UCCX Live Data CVP Social Miner

50 Pre-Defined Data Sources UCCE Requires configuration, allows stand-by, needed for Stock reports PCCE Automatically configured, provides Stock and Live Data reporting

51 Pre-Defined Data Sources UCCX Automatically configured, provides Stock reports CUIC Automatically configured, always online, provides Stock System reports

52 Report Definitions Finesse Dashboard Scheduler Reports Views/Permalinks Grid Gauge Chart Reporting Services SQL Query Report Definitions Query Types Anonymous Block Stored Procedure Web Sockets Fields Parameters Value Lists Collections User Synchronization Data Sources UCCE Historical UCCE Real Time UCCX Live Data CVP Social Miner

53 Report Definition Editor

54 Report Definition Editor Data Source Select Query Type Select Data Source Enter Query Text

55 Report Definition Editor - Fields Data Source and Query must be valid so that Fields can be retrieved and created. On the Fields tab, Fields can be viewed, display names changed, and custom fields created.

56 Report Definition Editor - Parameters The user can access the Parameters tab if the Parameters have been already created from the Data Source. On this tab the user can: Change the display order of the parameters in the filter. Edit the selected parameter (customise the display name) Change order of parameters Modify parameters

57 Report Definition for Live Data Select Query Type Set Data Source Validate DS Retrieve topics Key routing field Composite key Final Step

58 Reports Finesse Dashboard Scheduler Reports Views/Permalinks Grid Gauge Chart Reporting Services SQL Query Report Definitions Query Types Anonymous Block Stored Procedure Web Sockets Fields Parameters Value Lists Collections User Synchronization Data Sources UCCE Historical UCCE Real Time UCCX Live Data CVP Social Miner

59 Reports

60 One Report Multiple Views

61 Live Data Agent Real Time Report Date/Time display based on browser locale Grid View is supported Supports Authenticated Permalinks Grouping and Drill Down for Live Data planned in future releases

62 Dashboards Finesse Dashboard Scheduler Reports Views/Permalinks Grid Gauge Chart Reporting Services SQL Query Report Definitions Query Types Anonymous Block Stored Procedure Web Sockets Fields Parameters Value Lists Collections User Synchronization Data Sources UCCE Historical UCCE Real Time UCCX Live Data CVP Social Miner

63 Dashboards Consolidate Reports and Other Content Reports Dials Notes Websites Widgets

64 Permalinks Finesse Dashboard Scheduler Reports Views/Permalinks Grid Gauge Chart Reporting Services SQL Query Report Definitions Query Types Anonymous Block Stored Procedure Web Sockets Fields Parameters Value Lists Collections User Synchronization Data Sources UCCE Historical UCCE Real Time UCCX Live Data CVP Social Miner

65 Types of Permalinks HTML XML Excel Direct http type of link to the report view Enables report access through various devices Provides a link to an XML structure The XML can be used to create custom formatting Show the report in Excel Enables to use Excel filter & format functionalities

66 CUIC Reporting Gadgets

67 Types of Reporting Gadgets URL Gadgets Need custom gadget creation Historical Reporting See all data CUIC styling Reporting Gadgets Out-of-Box gadgets Live Data Authorized data view Finesse styling - looks like other Finesse gadgets

68 Creating a URL Gadget Step 1 Step 2 Step 3 Step 4 Copy CUIC HTML Permalink Upload sample gadget code to Finesse server CUIC certificate in Finesse Tomcat trust store In Finesse layout add as URL gadget <iframe src= CUIC HTML Permalink" style="height:100%; width:100%"></iframe>

69 URL Based Gadget Sample Code

70 URL Gadget

71 Reporting Gadget Live Data Reports available as Reporting Gadgets Live Data Gadgets in CCE as well Live Data Gadget Enhancements

72 Creating a Live Data Reporting Gadget Uncomment Update Reporting Gadget Uncomment Gadget in Desktop Layout Update Report View ID

73 Live Data Reporting Gadget

74 Development Partners

75 Gadgets for Cisco Finesse by 2Ring Integration with CRM/Salesforce Agent-Agent and Agent- Supervisor Chat Message ticker, edit CallVariables Attendant Console Audible alerts Post call surveys Auto log-out

76 Compact Agent by 2Ring Agent state and Call control Automation (screen pop-ups incl. Salesforce) via a workflow mechanism Data visualization (complex call variables) Including hyperlinks to caller s contact card in a 3rd party CRM system, IM, , wrap-up forms and more Touch screen friendly & no browser limitations IE9+, Safari, Chrome, Firefox Localized to Dutch, French, German, Russian,..

77 Finesse Gadget Designer by NovelVox The code-free drag and drop Cisco Finesse builder Rapid application development for speed to market and rapid customer support Powerful third party systems integration for efficient and effective enterprise applications Create optimized agent desktops to decrease call time and reduce operational costs Pre-built modules include: Ticketing, Knowledge base, E-Learning and Surveys 78

78 Upstream Works for Finesse

79 Upstream Works for Finesse

80 Agenta Snap by SpinSci Finesse functionality in the system tray Log in/out, agent state control, call control, dial pad and wrap-up codes Minimise use of desktop real estate Integrate with Finesse workflows to pop external applications Works side-by-side with Finesse UI or stand-alone Works with UCCE or UCCX on Windows or Mac Snap TM Snap TM Snap TM

81 b+s Fusion for Finesse by Bucher and Suter CRM integration such as Microsoft Dynamics or Salesforce CallHistory gadget Phone Book gadget with corporate lookup via LDAP RealTime stats of other agents in team with click to dial Microsoft Exchange based Multichannel gadget

82 WEBTEXT Cloud Messaging Bring SMS text and MMS picture messaging channels into Finesse desktop with webtext. Majority of consumers are text ready and text is medium of choice Augment voice contact with text messaging Enable toll-free number to send/receive texts Generate automated text notifications

83 Jabra Headset Finesse Integration Adding real time efficiency value to the daily work processes for the busy contact centre agent. Control unique contact centre work processes like Agent ready * state and Consultant Call * via the in-line Jabra USB control unit. *Final feature set for each client is still work in progress Each contact centre work process function is end-user configurable to any of the 3 programmable buttons on the USB controller via Jabra Direct.

84 Q & A

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86 Thank you

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