SocialMiner
Cisco SocialMiner is a customer-care system that provides the ability to capture, filter, queue, and report on social contacts for social media engagement teams and contact center teams.
In addition to providing proactive social media customer care, SocialMiner supports routing chat and email requests when integrated with Unified Contact Center Express. SocialMiner also forwards voice callback requests to the contact center to be routed to a contact center agent when integrated with Contact Center Enterprise (CCE) solutions.
Internet postings, voice callback requests, email messages, and 'click-to-chat' requests captured by SocialMiner are referred to as contacts. SocialMiner stores the contacts and groups them into user-defined campaigns. Each campaign obtains contacts from one or more feeds. SocialMiner presents chat, Twitter, Facebook and RSS contacts to customer-care personnel who can search, review, categorize, and respond to them. SocialMiner produces reporting metrics on the handling of all of the different contacts in a contact center regardless of channel.
What's New in Release 10.6(1)
The following sections describe new features and enhancements for Cisco SocialMiner, Release 10.6(1).
Email Feed
An email feed is used to provide email functionality with Unified Contact Center Express (Unified CCX) and Cisco Finesse. You can view email feeds in the SocialMiner user interface. You cannot create or edit an email feed in SocialMiner.
For more information, see Email Feed.
Email Reply Template
The Cisco Email reply template is used by agents to reply to email contacts when SocialMiner is integrated with Unified CCX and Cisco Finesse. You cannot use this reply template in a standalone SocialMiner environment.
This reply template is not supported with the campaign results that appear in the Home tab of the SocialMiner user interface. Attempts to reply to a contact associated with this reply template result in an error.
For more information, see Replying to Contacts.
Browser Support Changes
SocialMiner Release 10.6(1) supports Internet Explorer 10.0 and 11.0. Internet Explorer 9.0 is no longer supported.
 Note | For Internet Explorer 11, ensure that the Emulation Document Mode is set to Edge (Default). |
SocialMiner Release 10.6(1) also supports Firefox Extended Support Release (ESR) 31 and later ESRs.
Technology and Packaging
SocialMiner is a server software application that is packaged as a software appliance. The appliance runs as one VMware® virtual machine containing all of the following components:
- Cisco Unified Communications Operating System (Unified OS), an operating system based on Redhat Linux.
- Informix® embedded database. This database contains the SocialMiner configuration and reporting data.
- Cassandra data store. This data store contains the contacts.
- Solr indexer. This indexer contains contact search data.
- Cisco SocialMiner runtime software.
- OpenFire server for XMPP BOSH eventing.
Setup and administration are done through a browser-based interface that uses OpenSocial Gadgets. SocialMiner is installed with the Shindig gadget container to render the gadgets (referred to as panels in SocialMiner documentation). SocialMiner gadgets can also be rendered in other standard OpenSocial containers (see Advanced UI Options). All system features and setup can be performed using REST APIs.
SocialMiner supports integration with most user-generated content sites using standard RSS. SocialMiner also supports direct integrations to Twitter® and Facebook®. Setup and configuration of SocialMiner to monitor Twitter and Facebook requires a good working knowledge of those sites. For background information on these sites, review the following resources:
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