Web Based CCE Administration

Unified CCE Web Administration

The Configuration Manager enables you to perform most of the Unified CCE administrative tasks. The gadgets in the Unified CCE Web Administration application enables you to manage other Unified CCE administrative tasks and system settings.


Note

  • For more information on each gadget, please see the online help available in the CCE Web Administration page.

  • Users are logged out of the Unified CCE Administration console automatically after 30 minutes of inactivity.

Access Unified CCE Administrative Gadgets

To manage agents, attributes, precision queues, bucket intervals, media routing domains, license, and bulk jobs, use the corresponding card in the Unified CCE Web Administration application. For example, to access business hours:

Procedure

Step 1

From your desktop, double-click the Unified CCE Tools icon, and then select Administration Tools.

Step 2

Double-click the CCE Web Administration link.

Step 3

From the left navigation bar, select Overview and then select Organization Setup card.

Step 4

Select Business Hours.

Note

 
For more information about business hours, see Business Hours.

Access Unified CCE System Management Gadgets

To configure system settings such as deployment type and system information, use the Infrastructure Settings card. To configure Single Sign-On (SSO), use the Features card in the Unified CCE Web Administration application. For example, to set the deployment type:

Procedure

Step 1

From your desktop, double-click the Unified CCE Tools icon, and then select Administration Tools.

Step 2

Double-click the CCE Web Administration link.

Step 3

Select Deployment Settings.

Step 4

On the Deployment Type page, click on deployment type and then select an instance from the drop-down list.

Note

 
For more information about deployment type, see Deployment Type.

Contact Center AI Configuration

In the Unified CCE Administration console, the Contact Center AI (CCAI) feature tab allows administrators to associate the CCAI configuration (created in the Control Hub at https://admin.webex.com/) with all the call types (global configuration) or with a specific call type. Upon associating a CCAI configuration with the call type, the global configuration (if any) gets overridden for the specific call type.


Note

To access this feature, add Cloud Connect to the inventory and register it in the Unified CCE Administration console.

Associate Contact Center AI Configuration with All Call Types

You can view, update, or reset the Contact Center AI configuration, which is associated with all call types.

View Contact Center AI Configuration

In the Unified CCE Administration, navigate to Overview > Features > Contact Center AI. The Contact Center AI Configuration search box displays the name of the CCAI configuration that was previously associated with all call types.

Update Contact Center AI Configuration
This procedure explains how to update the Contact Center AI configuration associated with all call types.

Note

Only one configuration can be associated globally with all call types.
Procedure

Step 1

In the Unified CCE Administration, navigate to Overview > Features > Contact Center AI.

Step 2

In the Contact Center AI Configuration search box, click the search icon. A pop-up window displays a list of CCAI configurations.

Step 3

Select the required configuration and click Save.

Reset Contact Center AI Global Configuration

This procedure explains how to reset the Contact Center AI configuration. Upon reset, the previously associated configuration is cleared from the search box.

Procedure

Step 1

In the Unified CCE Administration, navigate to Overview > Features > Contact Center AI.

Step 2

In the Contact Center AI Configuration search box, next to the configuration name, click the x icon.

Step 3

Click Save.

Associate Contact Center AI Configuration with a Call Type

You can view, update, or delete the Contact Center AI configuration associated with a specific call type.

View Contact Center AI Configuration

In the Unified CCE Administration, navigate to Overview > Call Settings > Route Settings > Call Type. The Contact Center AI Configuration search box displays the name of the CCAI configuration that was previously associated with the call type.

Update Contact Center AI Configuration

This procedure explains how to update the Contact Center AI configuration associated with a call type.


Note

Only one configuration can be associated with a call type.
Procedure

Step 1

In the Unified CCE Administration, navigate to Overview > Call Settings > Route Settings.

Step 2

Click the Contact Center AI tab.

Step 3

In the Contact Center AI Configuration search box, click the search icon. A pop-up window displays a list of CCAI configurations.

Step 4

Select the required configuration and click Save.

Reset Contact Center AI Configuration

This procedure explains how to reset the Contact Center AI configuration. Upon reset, the previously associated configuration with the call type is cleared from the search box.

Procedure

Step 1

In the Unified CCE Administration, navigate to Overview > Call Settings > Route Settings.

Step 2

Click the Call Type tab.

Step 3

In the Contact Center AI Configuration search box, next to the configuration name, click the x icon.

Step 4

Click Save.

Contact Center AI Services

Administrators and supervisors can enable or disable Contact Center AI services such as Agent Answers and Call Transcript for each agent or multiple agents together.

Enable or Disable Contact Center AI Services for an Agent

This procedure explains how to enable or disable Contact Center AI Services for an agent.
Procedure

Step 1

In Unified CCE Administration, choose Users > Agents.

Step 2

Click on the agent row whose services are to be modified.

Step 3

Click the Contact Center AI tab.

Displays a list of services enabled or disabled for the agent.

Step 4

To enable or disable the required Contact Center AI Services, check or uncheck the check boxes corresponding to the services.

Step 5

Click Save.

Enable or Disable Contact Center AI Services for Multiple Agents

Administrators and supervisors can enable or disable Contact Center AI Services for multiple agents.

All agents must belong to the same site and the same department, or all agents must be global agents. The Edit button is disabled if:

  • Agents from different sites, departments, or peripheral sets are selected.

  • A mix of global and departmental agents are selected.

Procedure

Step 1

In Unified CCE Administration, choose Users > Agents.

Step 2

Check the check box corresponding to each agent whose services you want to edit.

Step 3

Click Edit > Contact Center AI.

The Edit Services dialog displays a list of services that are the service that is enabled or disabled.

  • If the service is enabled for all the agents selected for editing, the check box is checked.

  • If the service is disabled for all the agents selected for editing, the check box is unchecked.

  • If the service is enabled for some agents and disabled for the others, the check box has a dash (—).

Step 4

To enable or disable the Contact Center AI Services, check or uncheck the check boxes corresponding to the services.

Step 5

Click Save, and then click Yes to confirm the changes.

Enable or Disable AnswersContact Center AI Services for Agents using Bulk Job

Procedure

Step 1

Navigate to Unified CCE Administration > Overview > Bulk Import.

Step 2

Click Templates.

The Download Templates popup window opens.

Step 3

Click the Download icon for the Contact Center AI template you want to use.

Step 4

Click OK to close the Download Templates popup window.

Step 5

Open the .csv template in Microsoft Excel.

Step 6

Populate the file as described in the Bulk Contact Center AI Services Content File.

Step 7

Save the populated file to the local machine.

Step 8

Navigate to Unified CCE Administration > Overview > Bulk Import.

Step 9

Click New.

Step 10

In the optional Description field, enter up to 255 characters to describe the bulk job.

Step 11

In the Content file field, choose the file to upload, and then click Save.

Managing Agents

The Agents tool in Unified CCE Administration contains a list of agents. These agents are created in Agent Explorer under Configuration Manager.

Rows in the list show the following fields for each agent:

  • Username

  • Peripheral

  • Last Name

  • First Name

  • Description

The username maps to the login name in Agent Explorer.

You can search and sort this list, and you can click the row for an agent to open the Edit Agent window. You can edit attribute settings and Contact Center AI.

Note

Contact Center AI serviceContact Center AI Services can be enabled or disabled for each agent or for multiple agents together. For more information, see Contact Center AI Services.

You cannot create or delete agents in this tool. You must create or delete agents in the Configuration Manager Agent Explorer tool.


Note

Ensure that Agent ID (Peripheral number) and agent Login name is unique for each user.

Attributes

Attributes identify a call routing requirement, such as language, location, or agent expertise.

You can create two types of attributes:

  • Boolean

  • Proficiency

Use Boolean attributes to identify an agent attribute value as true or false.

For example, you can create a Boston attribute. This attribute specifies that the agent assigned to this attribute must be located in Boston. An agent in Boston would have Boston as True as the term for that attribute.

Use Proficiency attributes to establish a level of expertise in a range from 1 to 10 , with 10 being the highest level of expertise.

For example, for a Spanish language attribute, an original speaker would have the attribute Proficiency as 10. When you create a precision queue, you identify which attributes are part of that queue and then implement the queue in a script.

When you assign a new attribute to an agent and the attribute value matches the precision queue criteria, the agent is automatically associated with the precision queue.


Note

Attributes is a prerequisite for Precision Queue.

Precision Queues

Precision routing offers a multidimensional alternative to skill group routing. Using the Unified CCE scripting, you can dynamically map the precision queues to direct a call to the agent who best matches the caller's precise needs. Precision queues are the key components of precision routing.

Managing Bucket Intervals

Configure bucket intervals to report on how many calls are handled or abandoned during specific, incremental time slots.

Each bucket interval has a maximum of nine configurable time slots, called Upper Bounds. Upper Bounds are ranges measured in seconds to segment and capture call-handling activity. You can run reports that show calls answered and calls abandoned for these intervals.

If your goal is to have calls handled within 1 minute, you might set up Upper Bounds for intervals that show how many calls are handled in less than or more than 1 minute. Intervals might be for 30, 60, 80,120, 150, 180, and 240 seconds. Using these intervals, you can see if calls are being answered within 1 minute or if callers are waiting longer.

The intervals also give you insight into how long callers are willing to wait before cancelling a call. Perhaps many callers do not abandon a call until they have waited for two minutes. This might indicate that you can modify your goal.

You can associate bucket intervals with call types, skill groups, and precision queues. The system automatically creates a built-in bucket interval, which you cannot edit or delete.

Media Routing Domains

Media Routing Domains (MRDs) organize how requests for each communication medium, such as voice and email, are routed to agents.

An agent can handle requests from multiple MRDs.

For example, an agent can belong to a skill group in an MRD for email and to a skill group in an MRD for voice calls. Configure at least one MRD for each communication medium your system supports. You do not need to configure an MRD for voice; the Cisco_Voice MRD is built in. You can add and update only Multichannel MRDs using the Unified CCE Administration Media Routing Domain tool.


Note

To add or update Multichannel MRDs for Enterprise Chat and Email, use the Configuration Manager Media Routing Domain List tool.

Manage Bulk Jobs

Bulk jobs are a fast and efficient way to migrate existing agent and supervisor to single sign-on accounts. You can enable or disable Contact Center AI services for the agents using Bulk jobs (see Enable or Disable AnswersContact Center AI Services for Agents using Bulk Job).


Note

Avoid performing a bulk job transaction during a maintainence window.


Note

Limit the bulk job import to 1000 records at any given instance.

Note

Do not run bulk jobs during heavy call load.


Note

Supervisors have no access to the Bulk Jobs tool.

Bulk Contact Center AI Services Content File

The content file for Contact Center AI bulk job contains the fields given in the following table. Enter the values appropriately in the given fields to enable or disable Contact Center AI Services for the agents.


Note
Bulk job is available for administrators only when Cloud Connect is added in the inventory and registered on the Control Hub.

Field

Required?

Description

agentId

Agent ID or Username

Existing agentId for which you want to enable or disable the Contact Center AI Services.

You must provide either an agentId or the userName. If both are provided, agentId takes precedence over the userName. If the agentId value is left blank, the userName will reference an existing agent.

userName

Username or Agent ID

Username of the agent for which you want to enable or disable the Contact Center AI Services.

If no agent is found with the given username, the Contact Center AI Services association fails.

agentServices

Yes (to enable Contact Center AI Services)

The type of Contact Center AI Services to be associated with the agent. Supported values are AgentAnswers and Transcript. To associate more than one services, seperate the values using semicolon (;).

If the value is updated, any existing enabled service gets overwritten. If the value is left empty, no service gets associated with the agent.

Deployment Type

The deployment type you select, significantly impacts the call processing capacity, configuration limits, and access to features and configuration tools. The configuration steps vary for every deployment type.

You can select any one of the following deployment types:

  • Packaged CCE Deployment types:

    • Packaged CCE: Lab Mode

    • Packaged CCE:2000 Agents

    • Packaged CCE: 4000 Agents

    • Packaged CCE: 12000 Agents

  • Unified CCE deployment types:

    • UCCE: Progger (Lab Only)

    • ICM Rogger (Non-Reference Design)

    • ICM Router/Logger (Non-Reference Design)

    • UCCE: 8000 Agents Router/Logger (Non-Reference Design)

    • UCCE: 2000 Agents

    • UCCE: 4000 Agents Rogger

    • UCCE: 12000 Agents Router/Logger

    • UCCE: 24000 Agents Router/Logger

    • Contact Director


Note

For information on using the gadget after you select a deployment type, see the Cisco Unified Contact Center Enterprise Developer Reference Guide at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-programming-reference-guides-list.html and the online help.

Settings

The system can support a defined call capacity based on deployment model. Exceeding the supported rate of incoming calls degrades performance and can result in late calls, dropped calls, delivery of new incoming calls, the time out of requests, and potential system failures. (Call transfers are permitted.)

The System Information tool enforces limits to protect against overloading the system and establishes continuous monitoring of the incoming call rate according to the configured settings.

Single Sign-On (SSO)

The Single sign-on (SSO) is an authentication and authorization process. Authentication proves you are the user you say that you are, and authorization verifies that you are allowed to do what you are trying to do.

SSO allows users to sign in to one application and then securely access other authorized applications without a prompt to provide the user credentials once again. SSO permits Cisco supervisors or agents to sign on only once with a username and password to gain access to all of their Cisco browser-based applications and services within a single browser instance.

By using SSO, Cisco administrators can manage all users from a common user directory and enforce password policies for all users consistently.

SSO is an optional feature. If you are using SSO, use the Single Sign-On tool to configure the Cisco Identity Service (IdS). You can then register and test components with the IdS, and set the SSO mode on components.

Business Hours

Business hours are the working hours during which you conduct business. You can create and modify business hours and set weekly and daily schedules for each business hour. You can create different business hour schedules for regular working days and holidays. You can also open or close the business hours if there is an emergency.

You can define the status reasons for business hours and assign codes for each status reason. Status reason is required when you force open or force close a business hour, and when you add special hours and holidays.

Add and Maintain Business Hours

Procedure

Step 1

In Unified CCE Administration, choose Organization > Business Hours.

Step 2

On the Business Hours page, click New to open the New Business Hours page.

Step 3

Complete the following information on the General tab and click Save.

Field Required? Description

Status

-

Select one of the following statuses for the business hour:

  • Open/Closed as per Business Calendar

  • Force Open

  • Force Close

Status Reason

Yes, if the status is Force Open or Force Close.

This field is enabled only if the status is Force Open or Force Close. Search and select a status reason for the business hour.

Name

Yes

Enter a unique name for the business hour. Maximum length is 32 characters. Valid characters are alphanumeric, period (.), and underscore (_). The first character must be alphanumeric.

Description

No

Enter a description of the business hour.

Time Zone

Yes

Select a time zone of the business hour from the drop-down list.

Department

-

Search and select a department to associate with the business hour. Default is Global.

Note

 

This is applicable for Packaged CCE deployment only.

Step 4

Click the Regular Hours tab and complete the following information:

  • Select one of the following Business Hour Type:

    • 24x7: Always open. You cannot customize the working hours.

    • Custom: You can customize the working hours.

  • If you select Custom, enable at least one business day and select the Start Time and End Time.

Step 5

Click the Special Hours & Holiday tab. You can either add or import special hours and holidays.

Step 6

Click Add to open the Add Special Hours & Holiday popup window. Complete the following information:

Field Required? Description

Date

Yes

Select a date from the calendar.

Description

No

Enter a description for the special hour.

Status

-

Select a status.

If the status is Open, the Start Time and End Time fields are enabled.

Start Time

Yes, if status is Open.

Select a start time for the special hour.

End Time

Yes, if status is Open.

Select an end time for the special hour.

Duration

-

Displays the duration of the special hour.

Status Reason

Yes

Search and select a status reason.

Step 7

Click Save to add the special hours and holidays.

Step 8

To import special hours and holidays, follow these steps.

  1. Click Import to open the Import Special Hours and Holidays pop-up window.

  2. Click the download icon to download the Special Hours & Holidays template. Use this template to enter the special hours and holidays.

  3. Click Choose File and browse to the special hours and holidays file. ClickImport to upload the file.

    Note

     

    The file must contain at least one special hour and holiday.

    The file must be in CSV format with a file extension as .txt or .csv.

Step 9

Click Export to download the special hours and holidays in .csv format.

Step 10

Click Save.

Note

 

The imported business hours overwrites the existing ones.

Add Business Hours by Copying an Existing Business Hour Record

You can create a new Business Hour record by copying an existing Business Hour record.

Procedure

Step 1

In Unified CCE Administration, choose Organization > Business Hours.

Step 2

Click the Business Hour you want to copy, and then click the Copy button in the Edit <Business Hour> page.

The New Business Hour page opens.

Step 3

Enter Name and Description for the Business Hour.

Step 4

Review the rest of the fields on the General, Regular Hours, and Special Hours & Holiday tabs that were copied from the original Business Hour record, and make any necessary changes.

Step 5

Click Save to return to the List window.

Add Status Reasons

This procedure explains how to add and maintain status reasons for business hours.

Procedure

Step 1

In Unified CCE Administration, choose Organization > Business Hours > Status Reasons.

Step 2

Click Add to open the Add Status Reason popup window.

Step 3

Enter the Status Reason. Maximum length is 255 characters.

Step 4

Enter a unique Reason Code. Range is 1001 to 65535. Codes 1 to 1000 are reserved as system-defined reason codes.

Step 5

Click Save.

To add more status reasons, repeat steps from 2 to 5.

Step 6

Click Done to return to the List window.

Edit Status for Multiple Business Hours

Perform the following steps to edit the status of multiple business hours at once.

Procedure

Step 1

On the Business Hours page, select two or more business hours to edit.

Step 2

Choose Edit > Status to open the Edit Business Hours page.

Step 3

Check the Status check box and select the required status.

Step 4

If you select the status as Force Open or Force Close, search and select a Status Reason.

Step 5

Click Save.

Edit Schedule for Multiple Business Hours

Perform the following steps to edit schedules of multiple business hours at once.

Procedure

Step 1

On the Business Hours page, select two or more business hours to edit.

Step 2

Choose Edit > Schedule to open the Edit Business Hours page.

Step 3

Check the Time Zone check box and the select the required time zone from the drop-down list.

Step 4

Check the Type check box and select the required business hour type.

Step 5

If you select Custom, enable atleast one business day and select the Start Time and End Time.

Step 6

Click Save.

Configure Yearly Schedules

You can configure and maintain Business Hour schedules for the whole year.

Procedure

Step 1

Configure the regular working hours for weekdays.

Step 2

Configure Special Hours & Holidays schedules for whole year by doing the following:

  1. Add the Special Hours & Holidays details for all the special hours and holidays for the whole year into the CSV template file.

  2. On the Import Special Hours & Holidays page, click Choose File and browse to the special hours and holidays file.

  3. ClickImport to upload the file.

    After you import the configuration file, the BH configurations are loaded on the Business Hours page. Validate the configurations.

  4. Click Save.

Note

 

When you update the configured Business Hours, remove any elapsed schedules and then update the new schedules for any new special hours or holidays in a Business Hour configuration.

Cloud Connect Administration

Cloud Connect is a component that hosts services that allow customers to use cloud capabilities such as Cisco Webex Experience Management, Agent Answers, Call Transcription, and CCE Orchestration.

The administrator should configure the Cloud Connect server settings in the Finesse Administration console to contact the Cisco cloud services. For more information, see Cloud Connect Server Settings section in Cisco Finesse Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-maintenance-guides-list.html

Cloud Connect Integration

To navigate to the Cloud Connect Integration page follow the steps:

Procedure

Step 1

In Unified CCE Administration, choose Overview > Features > Cloud Connect Integration.

Step 2

On Cloud Connect Integration page, registration information is displayed. To register or deregister click Cisco Webex.

Field

Required?

Description
Registration

Registration

-

Cloud Connect registration status of Control Hub will be displayed.

Cisco Webex

Cisco Webex

-

On Cloud Connect Integration, if you click the Cisco Webex link, you will be re-directed to Cisco Webex login page.

Cluster Information

Proxy Details

NO

Enter the proxy details used by the Cloud Connect.

For example: abc.cisco.com:8080

Note

 

By default, HTTP uses the port 80, but you can specify a different port number in the proxy.

Deployment ID

-

Read-only field that displays the Deployment ID, an auto-generated identifier of the Unified CCE instance.

Deployment Name

NO

Enter a valid deployment name.

Initial Configuration for Cloud Connect

Before adding Cloud Connect to the inventory, you will have to install the certificates from both Cloud Connect publisher and subcriber.

For more information, see the section Certificates for CCE Web Administration at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html.

Procedure

Step 1

In the Unified CCE Administration, navigate to Overview > Infrastructure Settings, click Inventory.

Step 2

In the Inventory page, click New to add the new machine to the System Inventory.

Step 3

In the Add Machine dialog box:

  1. Select Cloud Connect Publisher from the Type list.

  2. Enter Hostname or IP Address of the Cloud Connect Publisher Node.

  3. Enter Username and Password for your Cloud Connect cluster Administrator.

  4. Click Save.

Note

 

When you configure Cloud Connect Publisher, its Cloud Connect Subscriber is added to the Inventory automatically.

Edit Cloud Connect Configuration

Procedure

Step 1

In the Unified CCE Administration, navigate to Overview > Infrastructure Settings, click Inventory.

Step 2

Click the Cloud Connector Publisher device to open the Edit window.

Note

 

If you edit the Cloud Connect Publisher, the Cloud Connect Subscriber associated with the publisher is updated automatically. You cannot edit Cloud Connect Subscriber from the Inventory page.

Step 3

Edit the Username and Password for your Cloud Connect cluster Administrator.

Step 4

Click Save.

Monitor Server Status Rules

In CCE deployments, the Unified CCE Administration page displays the total number of alerts for machines with validation rules. Click the alert count to view the list of all alerts for each machine. Upon clicking Alerts for the respective machine, you can view the details of the alerts grouped by the following categories:

Server Status Category Description Example Rules

Configuration

Rules for installation and configuration of a component.

These rules identify problems with mismatched configuration between components, missing services, and incorrectly configured services.

Cloud Connect: The status and alerts will appear only if the Cloud Connect is added to the Inventory.

Note

 

When the machine status is out of sync, every 10mins auto sync will be triggered to synchronize the machine configuration.

Operation

Rules for the runtime status of a component.

These rules identify services and processes that cannot be reached, are not running, or are not in the expected state.

Delete Cloud Connect Configuration

Procedure

Step 1

Navigate to Unified CCE Administration > Infrastructure Settings > Inventory.

Step 2

Hover over the Cloud Connect Publisher device and click the x icon.

Step 3

Click Yes to confirm the deletion.

Note

 

If you delete the Cloud Connect Publisher, the Cloud Connect Subscriber associated with the publisher is deleted automatically. You cannot delete Cloud Connect Subscriber from the Inventory page.

Delete Cloud Connect Subscriber

This section describes how to delete the Cloud Connect subscriber configuration. You cannot delete the publisher node; but you can delete the subscriber node.

Procedure

Step 1

Run the unset cloudconnect subscriber command.

The command removes the Cloud Connect subscriber node configuration from the cluster. For more information, see Cloud Connect CLI Command in the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html

Step 2

Power off the subscriber node.

Note

 

When a subscriber node is removed from a cluster, its certificates still exist in the publisher node. The administrator must manually remove the following:

  • The certificate of the subscriber node from the trust-store of the publisher node.

  • The certificates of the publisher from the trust-store of the removed subscriber node.

Step 3

Run the utils system restart command to restart the publisher node.

Provision Experience Management Service on Cloud Connect

Before provisioning Experience Management service on Cloud Connect, ensure to setup and enable Cloud Connect. For more information, see the Cloud Connect Administration section in Administration Guide for Cisco Unified Contact Center Enterprise

Provision Experience Management service using the following CLI on Cloud Connect. 

set cloudconnect cherrypoint config

For more commands related to Experience Management service, see the Cloud Connect CLI section in the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide.

The partner hosted module which is a part of Experience Management Invitations solution is required to send surveys to customers over emails and SMS.

For information about Partner Hosted Module Architecture refer to https://xm.webex.com/docs/cxsetup/guides/partnerarchitecture/

For information about how to provision the infrastructure required to deploy the partner hosted components of the Experience Management Invitations module, see https://xm.webex.com/docs/cxsetup/guides/partnerinfra/.

For information about how to deploy the partner hosted components on the Experience Management Invitations module once the infrastructure is provisioned, see https://xm.webex.com/docs/cxsetup/guides/partnerdeployment/.

Upload Audio Files for Questions in Experience Management

To upload audio files for the survey questions in Experience Management, follow these steps:

Procedure

Step 1

Login to Experience Management tool with your admin credentials.

Step 2

In Experience Management tool, navigate to CX Setup > Questionnaire > .

You can select the questionnaire and associate it to the voice survey.

Note

 

To create or modify questionnaires refer to https://xm.webex.com/docs/cxsetup/questionnaires/https://xm.webex.com/docs/cxsetup/questionnaires/

Step 3

On the right side of the screen, click IVR button beside the question and upload the audio file.

Figure 1. upload the audio file

Step 4

Follow the above steps to upload audio files for more questionnaires.

Note

 

Experience Management is configured to capture only the complete feedback after the voice calls. If the caller drops the call without answering all the questions, the partial feedback is discarded.

Configure Expanded Call Variables

Procedure

Step 1

In the Configuration Manager menu, select Tools > List Tools > Expanded Call Variables List.

The Expanded Call Variables List window appears.

Step 2

Click Retrieve to view the list of existing ECC variables.

Step 3

Check if the user.microapp.isPostCallSurvey variable exists. If the variable does not exist, do the following to create a new variable:

  1. Click Add.

  2. In the Attributes tab that appears, enter user.microapp.isPostCallSurvey in the Name field.

  3. Set Max Length to 1.

  4. Check the Enabled check box.

  5. Click Save.

    When your CCE routing scripts starts, the Post Call Survey field is enabled by default even if user.microapp.isPostCallSurvey has not yet been set in the script. You can turn off Post Call Survey field in the script by setting user.microapp.isPostCallSurvey to n. You can later enable Post Call Survey in the same path of the script by setting this variable to y.

    Note

     
    To enable Experience Management, user.microapp.isPostCallSurvey must be set to y.

Step 4

Check if the user.CxSurveyInfo variable exists. If the variable does not exist, do the following to create a new variable:

  1. Click Add.

  2. In the Attributes tab that appears, enter user.CxSurveyInfo in the Name field.

  3. Set the Max Length to 133 for Type 10 VRUs. For all other routing clients, set Max Length to 80.

  4. Check the Enabled check box.

Step 5

Click Save.

Note

 

The newly created ECC variables are added to the default payload list. If you want to save the ECC variables to a different payload list, in the Configuration Manager, navigate to Tools > List Tools > Expanded Call Variable Payload List and add the ECC variables to the payload list of your choice.

Step 6

Populate the POD. ID variable.

For more information on populating this variable, refer to the topic Configure POD.ID.

Step 7

Restart the active VRU PG (side A or B) to register the new ECC variable.

If the ECC variable already exists, you can skip this step.

Note

 

The user.microapp.isPostCallSurvey setting takes effect on Unified CVP only when it receives a connect or temporary connect message. If you do not want the survey to run, without first reaching an agent (such as 'after hours of treatment'), set the isPostCallSurvey to n before the initial 'Run script request'.

Configure POD.ID

Cisco provided variables are predefined, but for POD.ID, the maximum length should be set to 120.

You can modify the variables only if you have the edit access.

Populate the value in the script with multiple attributes in a key-value pair format. Each key-value pair is seperated with a semi-colon. The following table displays the supported attributes:

Table 1. Variables and their descriptions

Attribute

Description

Applicable

cc_CustomerId

Unique ID for a customer across multiple channels

Chat and Email surveys for Digital Channels

Email

Email ID of the caller for Email surveys

Email survey for voice channel

Mobile

Phone number for SMS surveys

SMS survey for voice channel

cc_language

Language of the survey

For the list of supported languages, refer to the Webex Experience Management documentation at https://xm.webex.com/docs/user/getting-help/#cloudcherry-language-support

Email, SMS, and Voice surveys for voice channel

Optin

Whether to opt in or opt out of the survey

Email, SMS, and Voice surveys for voice channel

Example: cc_CustomerId=xxx;Email=xx;Mobile=xxx;cc_langauge=xxx;Optin=yes/no

For more information on Expanded Call Context Variables, see the chapter Configure Variables in the Configuration Guide for Cisco Unified ICM/Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html.

You can also configure POD.ID from CVP Call Studio. For more information, refer to the topic Configure Call Studio App Data Format in the Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-user-guide-list.html.

Configure Dialed Number and Call Type

Procedure

Step 1

In Configuration Manager, navigate to Tools > List Tools > DialedNumber/Script Selector List.

Step 2

In DialedNumber/Script Selector List create Incoming Dialed Number and Post Call Survey Dialed Number.

For more information on how to create a PCS Dialed Number, refere to the section Configure ICM for Post Call Survey in Configuration Guide for Cisco Unified Customer Voice Portal at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-installation-and-configuration-guides-list.html.

Step 3

Click Save. You will be re-directed to the Configuration Manager window.

Step 4

In Configuration Manager, navigate to Tools > List Tools >Call Type List.

Step 5

In Call Type List create the Call Type. You should associate to the incoming call script and PCS script.

You should associate the incoming call type with the survey from CCEAdmin.

For more information, refer to the topic Associate Survey to Call Type in Unified CCE Admin.

Associate Survey to Call Type in Unified CCE Admin

You can associate the Call Type to the survey only if you have added Cloud Connect in the Inventory page and configured the survey in Webex Experience Management portal.


Note

Only one survey can be associated to a Call Type.

Call Types are created and managed in Configuration Manager tool and the survey is associated using the CCE Admin tool.

Procedure

Step 1

In Unified CCE Administration, navigate to Overview > Call Settings > Route Settings > Call Types.

The list of all the Call Types are displayed.

For more information on Call Types, refer to the Help in ConfigManager > List Tools > Call Types.

Step 2

Click on the Call Type which you want to associate to the Survey. Associate the survey with the last call type before the call is first connected to an agent.

Step 3

Select the Enable Experience Management check box to associate the Webex Experience Management survey.

The Experience Management tab is enabled with the following options:

  • Inline Survey (post-call voice survey)

  • Deferred Survey (post-call Email and SMS survey)

Step 4

Click on the magnifying glass icon, and the configured surveys will be populated in the pop-up window.

Step 5

Select the survey from the pop-up window and click Save.