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

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

• Finesse • CUIC • Overview • Overview • Gadgets • Architecture • Architecture • Functionality and Customisation • API • Live Data Overview • Adding a Sample Gadget • Reporting Gadgets

• Development Partners Finesse Overview Highlights of Finesse Feature Set

Agent Features Supervisor Features Platform Features

• Call Control / Agent • Silent Monitoring • LiveData Gadgets State / Wrap-Up • Barge / Intercept (PCCE, CCX) • Phonebooks & Click-to- • Change Agent State • Agent State Timer call • Real-Time Agent State • Workflows • Multiline via the Phone & Queue Data • Localization • Outbound and Callbacks • Email & Chat Handling 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 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 Enterprise Mashups – Enabling Unified Desktops for Agents • Gadget Architecture enables easier integration

• Gadget Upgrades handled by each server CUIC Gadget • Reduces version compatibility dependencies Finesse Gadget CRM Gadget Enterprise CRM HTTP HTTPS CUIC Cisco Finesse Server HTTPS Web Gadget Services Container 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 Finesse Gadgets 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: http://www.slideshare.net/wuzziwug/opensocial-intro-presentation OpenSocial Gadget Specification Title=“MyGadget” User Preferences - options to be tailored for individual pages OpenSocial Gadget Server A Gadget Server:

• Takes the gadget spec as input

• Outputs HTML, JavaScript, and CSS as one document

Source: http://www.slideshare.net/wuzziwug/opensocial-intro-presentation Gadget Presentation Flow

Finesse Finesse 3rd Party Client/Browser Server Gadget

2 Gadget Server 1 Gadget XML & Container Specification

Gadget 3 4

6 Proxy 5 Web Service Finesse Architecture 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 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 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 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 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 High-Level Finesse Architecture – UCCE/PCCE 3rd Party Gadget Hosting

• Gadgets (and associated artifacts) are placed into a special directory

• Special pre- installed WAR is symbolically linked to this directory

• Agent Desktop can load Gadgets via the 3rd Party Gadget WAR High-Level Finesse Architecture – UCCX 3rd Party Gadget Hosting

• No different to UCCE/PCCE shown on previous slide 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 Finesse API 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 Finesse REST API’s • Representational State Transfer • Simple HTTP

• Stateless & cacheable • Native access from web browsers

Example: Set the state of Agent “1001”

Finesse Client Finesse Server

http://server/finesse/api/User/1001 Request 1001 John Smith READY READY Response Event Agent

27 Finesse API Business Value Before Cisco Finesse…. Cisco Finesse Business Value… CCX & CCE API’s are completely different Easily portable applications that work on both platforms If you build an application for CCX, you also Cisco Finesse Supervisor works with 3rd need build a supervisor application or go without Party applications based on the Finesse API supervisor functions.

Web application integration is very difficult and The Finesse API works in thick and thin requires cumbersome middleware components applications.

Custom Applications are all-or-nothing. Build an Mix-and-match gadgets from various suppliers. entire application from scratch or use the out-of- Cisco Finesse facilitates an incremental value the-box desktop approach.

Requires highly specialized CTI expertise and Easy-to-use Web API to support more common legacy coding techniques web development skills Adding a Sample Gadget Finesse JavaScript Library – Quick Start to Customising Finesse Without a JavaScript Library… jquery finesse.* Finesse JS Library • Learn: • Gadget API • REST API XML • XEP/XMPP (BOSH) Library With a JavaScript Library… • Open AJAX Hub • Write Gadget from Scratch • Download a Sample that uses the Library • Coordination of All of the Above • Upload to Finesse Server • Upload to Finesse Server • Change Layout • Change Layout • See and start with working • Try, Try, Try Some More example Cisco DevNet – Developer Resources for Partners and Customers https://developer.cisco.com/site/finesse/

• 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 Prerequisite – Have a working Finesse

Nothing Up My Sleeves: Shown here is an out-of-the-box Agent Desktop layout 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. Step 2 – Enable the 3rdpartygadget Account

Using your favorite SSH tool log into Finesse Server as the Administrator and unlock the (not-so-secret- but-special) 3rdpartygadget account. Step 3 – Copy Sample Gadget to Finesse Server Files go into /files as anything from /files down is accessible from 3rdpartygadget. 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! Step 5 – Login to Agent Desktop to see the results Cisco Unified Intelligence Centre (CUIC) Overview 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 CUIC Architecture CUIC Architecture – Typical Message Flow CUIC Live Data Overview Live Data

• Publication of real-time data so that Intelligence Center can subscribe for UCCX and CCE Agent State Duration Extension (PCCE & UCCE) Alice Wonderland 2010 • Updated in real-time: • Subscription versus “Refresh Casino Bond 007 Rates” Royale

• New in Release 11.0 Peter pan Neverland 2003 • Live Data in CCE 11.0 • Common approach in UCCX and CCE (PCCE & UCCE) Legacy Real Time Reporting Architecture

Real-Time PG/ Polled Data CUIC Polled Data CUIC AW DB RTR Server Client

Polled SG Finesse Finesse Data Server Client Issues: - Multiple paths exist for RT reporting data Direct DB Access - The AW database is used as CTI the transport for all RT data. - No push path for RT data XMPP - No way to join data from HTTP Polling multiple applications REST Live Data Reporting Architecture (UCCE 11.0)

Unified Cisco UnifiedIntelligen Live Data Unified Intelligence Center Web Intelligence ce ClientsCenter Center Clients

RTR TIP Router

Live Data Push Reporting Delivery Services CUIC PG Real-Time CUICClient Cisco PG TIP Socket.IO Client JMS Bus Finesse Server Clients

WebSocket JMS RestAPI Source specific data flows 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 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 CUIC Functionality and Customisation CUIC Functionality

Finesse Dashboard Scheduler

Fields Reports Report Definitions Value Lists Parameters Collections Views/Permalinks Query Types User Synchronization Anonymous Stored Web Grid Gauge Chart SQL Query Block Procedure Sockets Reporting Services

Data Sources

UCCE UCCE Social UCCX Live Data CVP … Historical Real Time Miner Data Sources

Finesse Dashboard Scheduler

Data Sources

UCCE UCCE Social UCCX Live Data CVP … Historical Real Time Miner Pre-Defined Data Sources

• UCCE – Requires configuration, allows stand-by, needed for Stock reports

• PCCE – Automatically configured, provides Stock and Live Data reporting Pre-Defined Data Sources

• UCCX – Automatically configured, provides Stock reports

• CUIC – Automatically configured, always online, provides Stock System reports Report Definitions

Finesse Dashboard Scheduler

Data Sources

UCCE UCCE Social UCCX Live Data CVP … Historical Real Time Miner Report Definition Editor Report Definition Editor – Data Source Select Query Type

Select Data Source

Enter Query Text 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. 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 Report Definition for Live Data

Select Query Type Set Data Source Validate DS

Retrieve topics

Key routing field

Composite key

Final Step Reports

Finesse Dashboard Scheduler

Data Sources

UCCE UCCE Social UCCX Live Data CVP … Historical Real Time Miner Reports One Report – Multiple Views 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 Dashboards

Finesse Dashboard Scheduler

Data Sources

UCCE UCCE Social UCCX Live Data CVP … Historical Real Time Miner Dashboards

• Consolidate Reports and Other Content

Reports

Dials

Notes Websites Widgets Permalinks

Finesse Dashboard Scheduler

Data Sources

UCCE UCCE Social UCCX Live Data CVP … Historical Real Time Miner Types of Permalinks

HTML XML Excel

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

• Need custom gadget • Out-of-Box gadgets creation • Live Data • Historical Reporting • Authorized data view • See all data • Finesse styling - looks • CUIC styling like other Finesse gadgets Creating a URL Gadget

Step 1 Step 2 Step 3 Step 4

• Copy • Upload • CUIC • In CUIC sample certificate Finesse HTML gadget in layout Permalink code to Finesse add as Finesse Tomcat URL server trust store gadget

URL Based Gadget – Sample Code URL Gadget Reporting Gadget

• Live Data Reports available as Reporting Gadgets

• Live Data Gadgets in CCE as well

• Live Data Gadget Enhancements Creating a Live Data Reporting Gadget

Uncomment Update Reporting Gadget

Uncomment Gadget in Update Report Desktop Layout View ID Live Data Reporting Gadget Development Partners Gadgets for Cisco Finesse by 2Ring

• Integration with CRM/Salesforce

• Agent-Agent and Agent- Supervisor Chat www.2ring.com

• Message ticker, edit CallVariables

• Attendant Console

• Audible alerts

• Post call surveys

• Auto log-out Compact Agent by 2Ring

• Agent state and Call control

• Automation (screen pop-ups – incl. Salesforce) via a workflow mechanism www.2ring.com

• Data visualization (complex call variables) • Including hyperlinks to caller’s contact card in a 3rd party CRM system, IM, email, wrap-up forms and more

• Touch screen friendly & no browser limitations • IE9+, Safari, Chrome, Firefox

• Localized to Dutch, French, German, Russian, .. Finesse Gadget Designer by NovelVox www.novelvox.com 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 Upstream Works for Finesse www.upstreamworks.com Upstream Works for Finesse www.upstreamworks.com Agenta Snap by SpinSci www.spinsci.com Finesse functionality in the system tray

SnapTM • Log in/out, agent state control, call control, dial pad and wrap-up codes

TM • Minimise use of desktop real estate Snap SnapTM • 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 b+s Fusion for Finesse by Bucher and Suter www.bucher-suter.com • 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 WEBTEXT Cloud Messaging www.webtext.com • 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 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. Q & A Complete Your Online Session Evaluation Give us your feedback and receive a Cisco Live 2016 T-Shirt! Complete your Overall Event Survey and 5 Session Evaluations.

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