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Cisco Unified CCX Web Chat Agent and Supervisor Desktop User Guide, Release 10.0(1) First Published: December 20, 2013

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Cisco Unified CCX Web Chat Agent and Supervisor Desktop User Guide, Release 10.0(1) First Published: December 20, 2013 Cisco Unified CCX Web Chat Agent and Supervisor Desktop User Guide, Release 10.0(1) First Published: December 20, 2013 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com Tel: 408 526-4000 800 553-NETS (6387) Fax: 408 527-0883 © 2013 Cisco Systems, Inc. All rights reserved. CONTENTS Preface Preface v Audience v Organization v Conventions vi Related documentation vi Obtaining documentation and submitting a service request vi CHAPTER 1 Introduction to the Unified CCX Web Chat Agent Desktop 1 Access the Unified CCX Web Chat Agent Desktop 1 Managing browser certificates 6 Add certificate exception in Firefox browser 6 Install certificate for Internet Explorer 9 Chat inactivity timeout 12 Troubleshooting for the Web Chat Agent Desktop 13 CHAPTER 2 Introduction to the Unified CCX Web Chat Supervisor Desktop 15 Access the Unified CCX Web Chat Supervisor Desktop 15 Troubleshooting for the Web Chat Supervisor Desktop 18 CHAPTER 3 Unified CCX Chat supervisor reports 21 Agent Summary Report 21 CSQ Detail Report 22 CSQ Summary Report 22 Cisco Unified CCX Web Chat Agent and Supervisor Desktop User Guide, Release 10.0(1) iii Contents Cisco Unified CCX Web Chat Agent and Supervisor Desktop User Guide, Release 10.0(1) iv Preface Cisco Unified Contact Center Express (Unified CCX), a member of the Cisco Unified Communications family of products, manages customer contact centers for departments, branches, or small-to-medium sized companies planning to deploy small and medium sized contact center solutions. Unified CCX provides a multichannel (voice, data, and web) IP-enabled customer-care application environment, using VoIP technology that allows your Cisco Unified Communications network to share resources with your data network. The Cisco Unified CCX Web Chat Agent and Supervisor Desktop User Guide provides instructions for using the Supervisor and Agent Chat web interface. • Audience, page v • Organization, page v • Conventions, page vi • Related documentation, page vi • Obtaining documentation and submitting a service request, page vi Audience The Cisco Unified CCX Web Chat Agent and Supervisor Desktop User Guide is written for agents and supervisors. Organization This guide contains the following chapters. Chapter Title Description Introduction to the Unified CCX Web Chat Agent Describes how to access the Unified CCX Web Chat Desktop, on page 1 Agent Desktop. Introduction to the Unified CCX Web Chat Supervisor Describes how to access the Unified CCX Web Chat Desktop, on page 15 Supervisor Desktop. Cisco Unified CCX Web Chat Agent and Supervisor Desktop User Guide, Release 10.0(1) v Preface Conventions Chapter Title Description Unified CCX Chat supervisor reports, on page 21 Describes the Agent Summary Report, CSQ Detail Report, and CSQ Summary Report. Conventions This manual uses the following conventions: Convention Description boldface font Boldface font is used to indicate commands, such as user entries, keys, buttons, and folder and submenu names. Example: • Choose Edit > Find. • Click Finish. italic font Italic font is used to indicate the following: • To introduce a new term. Example: A skill group is a collection of agents who share similar skills. • For emphasis. Example: Do not use the numerical naming convention. • A syntax value that the user must replace. Example: IF (condition, true-value, false-value) < > Angle brackets are used to indicate the following: • For arguments where the context does not allow italic, such as ASCII output. • A character string that the user enters but that does not appear on the window, such as a password. Related documentation Related Unified CCX documents are available at the following URL: http://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_products_support_series_home.html Obtaining documentation and submitting a service request For information on obtaining a document, submitting a service request, or gathering additional information, see the monthly What’s New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation, at: Cisco Unified CCX Web Chat Agent and Supervisor Desktop User Guide, Release 10.0(1) vi Preface Obtaining documentation and submitting a service request http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html Subscribe to the What’s New in Cisco Product Documentation as a Really Simple Syndication (RSS) feed and set content to be delivered directly to your desktop using a reader application. The RSS feeds are a free service and Cisco currently supports RSS version 2.0. Cisco Unified CCX Web Chat Agent and Supervisor Desktop User Guide, Release 10.0(1) vii Preface Obtaining documentation and submitting a service request Cisco Unified CCX Web Chat Agent and Supervisor Desktop User Guide, Release 10.0(1) viii CHAPTER 1 Introduction to the Unified CCX Web Chat Agent Desktop The desktop administrator configures the agent desktop URL in Cisco Agent Desktop (CAD) to enable the agent to chat with the customer. • Access the Unified CCX Web Chat Agent Desktop, page 1 • Managing browser certificates, page 6 • Chat inactivity timeout, page 12 • Troubleshooting for the Web Chat Agent Desktop, page 13 Access the Unified CCX Web Chat Agent Desktop Procedure Step 1 Choose the web chat agent desktop URL from the Work Site of your integrated browser to log in to the agent desktop. Accept the certificate and confirm the request to remember this certificate for future reference. • For single node setup there is only one option in the Work Site. • For a High Availability (HA) setup there are two options in the Work Site (one for the primary node and the other for the secondary node). Note You can also open Web Chat Agent Desktop in a standalone browser instead of in Cisco Agent Desktop. To access the Web Chat Agent Desktop enter the following case-sensitive URL in the supported browser: https://<<servername>>/agentdesktop where <<servername>> is the fully qualified domain name of Unified CCX, for example: https://uccxnode.cisco.com/agentdesktop Web Chat Agent Desktop will not work if you use the IP address. Cisco Unified CCX Web Chat Agent and Supervisor Desktop User Guide, Release 10.0(1) 1 Introduction to the Unified CCX Web Chat Agent Desktop Access the Unified CCX Web Chat Agent Desktop Step 2 Enter your credentials in the Cisco Unified CCX Web Chat Agent Desktop window, and then click Sign In. Figure 1: Agent desktop login page Cisco Unified CCX Web Chat Agent and Supervisor Desktop User Guide, Release 10.0(1) 2 Introduction to the Unified CCX Web Chat Agent Desktop Access the Unified CCX Web Chat Agent Desktop After you log in, the Web Chat Agent Desktop home page opens and displays your user ID as shown in Figure 2: Agent desktop home page, on page 3. Figure 2: Agent desktop home page See Table 1: Agent Chat, on page 5 for information about the agent option buttons that appear on this page. Step 3 Select Ready to inform Unified CCX that you are available to receive incoming chat requests. Step 4 When a chat contact is assigned to you, your state changes to Busy and the incoming alert bar is displayed on the Web Chat Agent Desktop as shown in Figure 3: Agent desktop incoming alert bar , on page 4. Click Accept. Cisco Unified CCX Web Chat Agent and Supervisor Desktop User Guide, Release 10.0(1) 3 Introduction to the Unified CCX Web Chat Agent Desktop Access the Unified CCX Web Chat Agent Desktop Note The incoming alert bar has a timer. If you do not accept the chat within the stipulated time, the contact is re-queued and your state changes to Not Ready. Figure 3: Agent desktop incoming alert bar After you accept the chat contact, a chat window opens with the following message: Connecting to chat room.After you connect to the chat room, you are ready to chat with the customer. Cisco Unified CCX Web Chat Agent and Supervisor Desktop User Guide, Release 10.0(1) 4 Introduction to the Unified CCX Web Chat Agent Desktop Access the Unified CCX Web Chat Agent Desktop In Figure 4: Agent desktop chatting operation, on page 5 you can see the customer name and the chat details provided by the customer in the left pane of the chat window and in the right pane you can chat with the customer. Figure 4: Agent desktop chatting operation Step 5 Click End to end the chat session. After the chat completes, you return to the Ready state to accept a new chat contact. Warning If you click the Back, Close, or Refresh button on your browser at any time, you are automatically signed out of the session. Step 6 Click Sign Out to exit the application. The following table describes the agent option buttons that appear on the Web Chat Agent Desktop home page. Table 1: Agent Chat Button Description Ready If you are in the Ready state, you will receive incoming chat contact. Not Ready If you are in the Not Ready state, you will not receive incoming chat contact. After you log in, your default state is Not Ready. Sign Out Exit the application. Cisco Unified CCX Web Chat Agent and Supervisor Desktop User Guide, Release 10.0(1) 5 Introduction to the Unified CCX Web Chat Agent Desktop Managing browser certificates Managing browser certificates The following sections describe the procedure to configure browser certificates for Internet Explorer and Firefox. Note Perform these procedures on the Unified CCX server and the Cisco SocialMiner server to avoid browser certificate errors. Add certificate exception in Firefox browser Procedure Step 1 Log in to Web Chat Agent or Supervisor Chat Desktop on the Unified CCX node using the following URL format: Agent login URL:https://<<servername>>/agentdesktop Supervisor login URL:https://<<servername>>/agentdesktop/supervisor Where <<servername>> is the fully qualified domain name of Unified CCX.
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