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
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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://<
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://<
Figure 5: Firefox certificate page
Cisco Unified CCX Web Chat Agent and Supervisor Desktop User Guide, Release 10.0(1) 6 Introduction to the Unified CCX Web Chat Agent Desktop Add certificate exception in Firefox browser
Step 2 Click I Understand the Risks and then click Add exception… button.
Figure 6: Firefox certificate page
Step 3 Click Confirm Security Exception button.
Cisco Unified CCX Web Chat Agent and Supervisor Desktop User Guide, Release 10.0(1) 7 Introduction to the Unified CCX Web Chat Agent Desktop Add certificate exception in Firefox browser
Note Ensure to check Permanently store this exception check box.
Figure 7: Add security exception window
Step 4 Click Continue to add the certificate exception.
Figure 8: Unified CCX chat desktop page
Step 5 Repeat the steps one through three in the new page that opens to accept the certificate. Step 6 Click Continue to navigate to the login page.
Cisco Unified CCX Web Chat Agent and Supervisor Desktop User Guide, Release 10.0(1) 8 Introduction to the Unified CCX Web Chat Agent Desktop Install certificate for Internet Explorer
Install certificate for Internet Explorer Follow the procedure to install root certificate for Internet Explorer.
Note Perform this procedure on the Unified CCX server and the Cisco SocialMiner server to avoid certificate errors. .
Procedure
Step 1 Click Certificate Error to the right side of the address bar. Step 2 Click View Certificates. Step 3 Click Install Certificate as shown in Figure 9: Install certificate, on page 9.
Figure 9: Install certificate
Cisco Unified CCX Web Chat Agent and Supervisor Desktop User Guide, Release 10.0(1) 9 Introduction to the Unified CCX Web Chat Agent Desktop Install certificate for Internet Explorer
Step 4 Click Next as shown in Figure 10: Certificate import wizard, on page 10.
Figure 10: Certificate import wizard
Step 5 Click the Place all certificates in the following store radio button as shown in Figure 11: Browse and select certificate, on page 10.
Figure 11: Browse and select certificate
Cisco Unified CCX Web Chat Agent and Supervisor Desktop User Guide, Release 10.0(1) 10 Introduction to the Unified CCX Web Chat Agent Desktop Install certificate for Internet Explorer
Step 6 Click Browse and select Trusted Root Certification Authorities as shown in Figure 11: Browse and select certificate, on page 10. Step 7 Click Next as shown in Figure 11: Browse and select certificate, on page 10. Step 8 Click Finish as shown in Figure 12: Certificate selection completion, on page 11.
Figure 12: Certificate selection completion
Cisco Unified CCX Web Chat Agent and Supervisor Desktop User Guide, Release 10.0(1) 11 Introduction to the Unified CCX Web Chat Agent Desktop Chat inactivity timeout
Step 9 Click Yes as shown in Figure 13: Security warning, on page 12.
Figure 13: Security warning
Step 10 Click OK as shown in Figure 14: Certificate import successful message, on page 12.
Figure 14: Certificate import successful message
Step 11 Click OK.
Chat inactivity timeout During a chat session, if the customer closes the browser or if the customer stops chatting for a lengthy amount of time, you get the following message: You are alone in the chat room.
Cisco Unified CCX Web Chat Agent and Supervisor Desktop User Guide, Release 10.0(1) 12 Introduction to the Unified CCX Web Chat Agent Desktop Troubleshooting for the Web Chat Agent Desktop
Troubleshooting for the Web Chat Agent Desktop
What should I do if I get the certificate error before I try to log in to Chat Agent Desktop? Install your certificate. See the procedure Install certificate for Internet Explorer, on page 9.
What should I do if I get the certificate error in the chat window after accepting a contact? This error means that your Cisco SocialMiner certificate is not installed. To install your certificate, enter the SocialMiner Fully Qualified Domain Name (FQDN) in your browser. Then, perform the certificate installation procedure. Restart your browser and type the URL. For more information, see http://docwiki.cisco.com/wiki/SocialMiner_Release_9.0(1)#Avoiding_certificate_ warning.
What happens if agent desktop URL does not work? If one agent desktop URL does not work, try the other URL in an HA setup.
What should I do if I get an error message when I click the agent desktop URL? Your firewall may be blocking your outgoing communications to the Unified CCX server. To check, ping Unified CCX by its FQDN from the client machine: $ping uccx.foo.com. If ping fails, try to route to the Unified CCX: $nslookup uccx.foo.com. If the nslookup command fails, consult your administrator.
What happens if another agent logs in with my ID? You get the following message: Another agent has logged in with the same ID. Your agent desktop will log out. Then, you are routed back to the login page.
What happens if during a chat the customer closes the chat window? You get the following message: You are alone in the chat room. Click End to close the chat interface. The chat does not end until you click End. This feature allows you to collect your wrap-up data before you start a new chat session. If you click End and the chat does not end, refresh or close the browser to force the chat to end and to log out.
What happens if I click Sign Out when in Busy state? You get the following confirmation popup message: Are you sure you want to sign out after the current chat session? Click Yes to sign out after the active chat session or click No to cancel sign-out.
Cisco Unified CCX Web Chat Agent and Supervisor Desktop User Guide, Release 10.0(1) 13 Introduction to the Unified CCX Web Chat Agent Desktop Troubleshooting for the Web Chat Agent Desktop
What happens if connectivity is lost? You get the message: Due to technical issues you are being logged off and you are logged out.
What happens if failover occurs when I am in Ready or Not Ready state? You are directed to the login page and must log in again. If you cannot log in immediately, wait a little while and try again.
What happens if failover occurs when I am in Busy state? You are moved to the Logout state and the Sign Out option is disabled, but you still continue to chat with the customer. After you end the chat you are redirected to the login page.
Cisco Unified CCX Web Chat Agent and Supervisor Desktop User Guide, Release 10.0(1) 14 CHAPTER 2
Introduction to the Unified CCX Web Chat Supervisor Desktop
The desktop administrator configures the supervisor desktop URL in Cisco Supervisor Desktop (CSD) to enable supervisors to view the chat Contact Service Queue (CSQ) and agent summary reports.
• Access the Unified CCX Web Chat Supervisor Desktop, page 15 • Troubleshooting for the Web Chat Supervisor Desktop, page 18
Access the Unified CCX Web Chat Supervisor Desktop
Warning If you click the Back, Close, or Refresh button on your browser at anytime, you are logged out from the supervisor desktop.
Procedure
Step 1 Choose the web chat supervisor desktop URL from the CSD to log in to the supervisor desktop. Accept the certificate and confirm the request to remember this certificate for future reference. • For single node setup there is only one option. • For a High Availability (HA) setup there are two supervisor URLs (one for the primary node and the other for the secondary node).
Note You can also open Web Chat Supervisor Desktop in a standalone browser instead of in Cisco Supervisor Desktop. To access the Web Chat Supervisor Desktop enter the following case-sensitive URL in the supported browser: https://<
Cisco Unified CCX Web Chat Agent and Supervisor Desktop User Guide, Release 10.0(1) 15 Introduction to the Unified CCX Web Chat Supervisor Desktop Access the Unified CCX Web Chat Supervisor Desktop
Step 2 Enter your credentials in the Cisco Unified CCX Web Chat Supervisor Desktop window, and then click Sign In. Step 3 Select the required team from Select team drop-down list.
Figure 15: Supervisor team selection
Step 4 Click the Contact Service Queue (CSQ) or Agent radio button to view the reports for the selected option.
Cisco Unified CCX Web Chat Agent and Supervisor Desktop User Guide, Release 10.0(1) 16 Introduction to the Unified CCX Web Chat Supervisor Desktop Access the Unified CCX Web Chat Supervisor Desktop
• If you select Contact Service Queue, the Chat CSQ Summary Report is displayed in grid format as shown in Figure 16: CSQ Summary Report , on page 17.
Figure 16: CSQ Summary Report
• Click any CSQ to view the detailed CSQ report.
Figure 17: CSQ Detail Report
Cisco Unified CCX Web Chat Agent and Supervisor Desktop User Guide, Release 10.0(1) 17 Introduction to the Unified CCX Web Chat Supervisor Desktop Troubleshooting for the Web Chat Supervisor Desktop
• If you select Agent, the Agent Summary Report is displayed in grid format as shown in Figure 18: Agent Summary Report , on page 18.
Figure 18: Agent Summary Report
Step 5 Click the Refresh icon next to the team drop-down list to get the latest list of teams. Step 6 When you click Refresh, you stop viewing the current report. Step 7 Click Sign Out to exit the application. You are logged out and redirected to the login page.
Troubleshooting for the Web Chat Supervisor Desktop
What should I do if I get the certificate error before I try to log in to Chat Supervisor Desktop? Install your certificate. See the certificate installation procedure.
What happens if supervisor desktop URL does not work? If one supervisor desktop URL does not work, try the other URL in an HA setup.
What should I do if I get an error message when I click the supervisor desktop URL? Your firewall may be blocking your outgoing calls to the Unified CCX server. To check, ping Unified CCX by its FQDN from the client machine: $ping uccx.foo.com. If ping fails, try to route to the Unified CCX: $nslookup uccx.foo.com. If the nslookup command fails, consult your administrator.
Cisco Unified CCX Web Chat Agent and Supervisor Desktop User Guide, Release 10.0(1) 18 Introduction to the Unified CCX Web Chat Supervisor Desktop Troubleshooting for the Web Chat Supervisor Desktop
What happens if another supervisor logs in with my ID? You get the following message: Another supervisor has logged in with the same ID. Your supervisor desktop will log out. Then, you are routed back to the login page.
What happens if connectivity is lost? You get the message: Due to technical issues you are being logged off and you are logged out.
What should I do if the URL is automatically populated with the Unified CCX server IP address, not its hostname? The client was unable to perform a reverse DNS lookup to obtain the hostname. Replace the IP address with the hostname in the URL.
Cisco Unified CCX Web Chat Agent and Supervisor Desktop User Guide, Release 10.0(1) 19 Introduction to the Unified CCX Web Chat Supervisor Desktop Troubleshooting for the Web Chat Supervisor Desktop
Cisco Unified CCX Web Chat Agent and Supervisor Desktop User Guide, Release 10.0(1) 20 CHAPTER 3
Unified CCX Chat supervisor reports
Each Unified CCX Chat Supervisor report provides a description of the report and a table explaining the information that is displayed in the report. This chapter describes each of the following reports.
• Agent Summary Report, page 21 • CSQ Detail Report, page 22 • CSQ Summary Report, page 22
Agent Summary Report The Agent Summary Report contains a summary of the activities of agents. Table 2: Agent Summary Report, on page 21 shows how the information in the Agent Summary Report is obtained or calculated.
Table 2: Agent Summary Report
Field Name Description Agent Name First and last name of the agent.
Agent ID Login ID of the agent.
Current State Current state of the agent.
Contact Service Queue Name of the chat CSQ. This information is displayed only if the agent is in Busy state.
State Duration Duration in the current state.
Logon Time Duration since the agent logged in.
Chat Presented Number of contacts that were presented to this agent.
Cisco Unified CCX Web Chat Agent and Supervisor Desktop User Guide, Release 10.0(1) 21 Unified CCX Chat supervisor reports CSQ Detail Report
Field Name Description Chat Handled Number of contacts that were handled by this agent.
Longest Busy Duration Longest time the agent spent with a contact. Includes chat and work durations.
Avg Busy Duration Average time the agent spent with contacts.
Total Busy Duration Total time the agent spent with contacts.
Max Ready Duration Longest time the agent was in Ready state.
Avg Ready Duration Average time the agent was in Ready state.
Total Ready Duration Total time the agent was in Ready state.
Max Not Ready Duration Longest time the agent was in Not Ready state.
Avg Not Ready Duration Average time the agent was in Not Ready state.
Total Not Ready Duration Total time the agent was in Not Ready state.
CSQ Detail Report Table 3: CSQ Detail Report, on page 22 shows how the information in the CSQ Detail Report is obtained or calculated.
Table 3: CSQ Detail Report
Field Name Description Agent Name First and last name of the agent.
Current State Current state of the agent.
Contact Service Queue Name of the chat CSQ. This information is displayed only if the agent is in Busy state.
State Duration Duration in the current agent state.
CSQ Summary Report The CSQ Summary Report provides a summary line for each CSQ. Table 4: CSQ Summary Report , on page 23 shows how the information in the CSQ Summary Report is obtained or calculated.
Cisco Unified CCX Web Chat Agent and Supervisor Desktop User Guide, Release 10.0(1) 22 Unified CCX Chat supervisor reports CSQ Summary Report
Table 4: CSQ Summary Report
Field Name Description CSQ Name of the CSQ.
Agents Logged in Number of agents logged in for this CSQ.
Agents Busy Number of agents in Busy state.
Agents Ready Number of agents in Ready state.
Agents Not Ready Number of agents in Not Ready state.
Current Oldest Contact Longest-waiting contact in this queue.
Total Chats Total number of contacts presented to this queue.
Abandoned Chats Number of contacts that have been abandoned in this queue.
Average Chat Duration Average time agents in this CSQ spent chatting with contacts.
Average Wait Duration Average wait time a contact spent in queue waiting for an agent.
Longest Chat Duration Longest time agents in this CSQ spent chatting with contacts.
Longest Waiting Contact Longest wait for a contact to be connected to an agent.
Cisco Unified CCX Web Chat Agent and Supervisor Desktop User Guide, Release 10.0(1) 23 Unified CCX Chat supervisor reports CSQ Summary Report
Cisco Unified CCX Web Chat Agent and Supervisor Desktop User Guide, Release 10.0(1) 24 INDEX
Q
Queue Summary Report 22 query design 22
Cisco Unified CCX Web Chat Agent and Supervisor Desktop User Guide, Release 10.0(1) IN-1 Index
Cisco Unified CCX Web Chat Agent and Supervisor Desktop User Guide, Release 10.0(1) IN-2