UCCX 12.

5 features
Hybrid
Manoj Srinivas – Technical Marketing Engineer
Brendan Shank – Technical Leader – CX
 • Cloud Connect

• Cloud Connect Architecture

• Analyzer

Agenda • Analyzer – Configuration and Demo

• Webex Experience Management

• WxM Configuration and Demo

• Automatic Upgrades

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 Cloud
Connected
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Overview

CCX solution supports integration of below cloud features via Cloud Connect

• Cloud Analytics (Limited Release )

• Enables solution to send contact and agent activity data to Customer Journey Analyzer.

• Cisco Webex Experience Management (WXM)

• Post Call Survey to collect feedback for voice channel
• Agent / Supervisors can view customer experience related feedback in Finesse

Note: UCCX requires 14 GB RAM for cloud connect feature

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Cloud Connect for Unified CCX/E
Webex Cloud
Webex CC
Brings cloud capabilities to on-premises Services
solutions Cloud Services
Faster delivery via Automatic Updates Customer Journey Analyzer
**
Common experience

HTTPS
Cloud
Connect

Service UCCX/E
Plugin 1 Components

Service
Plugin 2
Cloud Hybrid Premises
** Does not illustrate HA
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Cloud Connect – Architecture

Cloud Connect Platform View

• Cloud connect built on VOS Platform

• Part of UCCX Server

• CCX Solution requires 14 GB RAM for Cloud

Connect

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Cloud Connect – Architecture
Webex Services
Analyzer/CI/FMS

Webex Experience
Management

Dataconn Cherrypoint Cherrypoint Dataconn

API API API API

NODE 1 Docker Engine NODE 2 Docker Engine

ContM ContM

CLI CLI
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 Analyzer

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Customer Journey Analyzer

• Default Cloud WCC reporting platform

• Can be enabled for Premise solutions

• Ingest Data from multiple Data
sources
• Stores as Customer Interaction &
Agent Activity records
• Out of box Business Analytical Insights

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Business Insights via Analyzer
Out of box Business Metrics
& Exploratory Analytics

• Deep dive into abandoned

contacts to help reduce
abandonment rate
– Analyze and see journey of
customers
– Filter to see Trends & Details
(ANI, DNIS & abandoned
location)
• Mashup data from multiple on-
premise sources
• Exploratory Analytics for
on–premise deployments with
easy to use custom reports
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Cloud Connect Architecture: UCCX
Analyzer HA, Scale, Data Security,
Onboarding (WebEx control Hub)
Automatic software updates (with options)

UCCX
Data Connector
Data AI/ML Stream
Data
Transformer/ Pull
Journey Intelligence Hub Proxy A
Streamer (fallback)
P
I CUIC
Config
G Manager
REST API over HTTPS
W Finesse
Cluster Container
Manager Mgr
UCCX
Docker Engine
Cloud Hybrid Premise CVOS 12.5
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13
Cloud Connect – Data Connector Architecture
• Library that manages
• Configuration for Data Connector
• Handles FMS interactions with respect to registration, management of connection
data and registration.
• Updates from FMS for Data connector Container
• It invokes
• Analyzer AWS APIs for sending metrics
• Responsible for authentication and authorization to Cloud within the gateway

• Core component that does

• pulling of data, correlation of records, and transformation of records as expected
by Analyzer in the desired data/record format as well as the order of records for
an interaction / agent session.

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Webex Contact Center Analyzer Architecture

UCCX
Analyzer
HTTPS Analyzer Data
API Web Kafka Message
Exchange
Services Broker
GW (ADX)
(AWS)

Elasticsearch
Façade (TIDE) Elasticsearch

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Analyzer Type of Records

Analyzer is powered by the following activity and session records

• Contact Session Records (CSR)

• Contact Activity Records (CAR)
• Agent Session Records (ASR)
• Agent Activity Records (AAR)

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Examples for Type of records
Record Type Description Examples

Contact Session Represents the customer Customer call to a call center

workflow, consisting of a Customer visit to a Web site
sequence of customer Customer visits Web site and chats with agent
activities Customer sends email and agent Responds

Contact Activity Represents an atomic step Customer in IVR or queue, talking to agent, on hold
in the customer workflow Customer on home page, product page, checkout page
Agent Session Represents the agent workflow, Agent handles a service call and logs an incident
consisting of a sequence of Agent places an outbound call and sets up a meeting
agent activities Agent chats with a customer and answers a question
Agent reads and responds to a customer email

Agent Activity Represents an atomic step in Agent idle, available, talking, wrapping up
the agent workflow Agent offline, dialing, talking, entering notes
Agent idle, available, chatting, wrapping up
Agent offline, reading email, responding, wrapping up

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Analyzer • Configuration

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Analyzer Cross-Launch From CUIC

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Analyzer • Demo

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How to start Trials
Start a Trial:
Email us: ha-trials@cisco.com

Pre-requisites:

• Three Hundred or fewer agents

• Enterprise and Express Customer should be on Release 12.5

• Partner needs to be SaaS Authorized

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 Webex Experience
Management
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 Webex Experience Management (formerly
CloudCherry)
Cisco has entered the Customer Experience Management market and it innovates by
combining contact center with a CEM platform to enable companies to differentiate on
customer and employee experiences

What is it? What does it do? What’s unique?

• Cisco’s next generation • Listen: Manage and collect • Cisco single platform advantage.
Customer Experience customer sentiment (feedback) Combines CEM with Contact
Management (CEM) solution across the entire customer journey Center, empowering agents with
customer sentiment
• Sophisticated customer journey • Analyze: Pulls data from 17
mapping, surveys, text analytics, different channels and other data • 360-degree view of customer
predictive modeling, easy custom sources via APIs to provide full view journey before, during, and after
point-and-click dashboards of customer journey in real-time the contact center

• Seamlessly integrated with Cisco • Predict: Predictive modeling to • Powerful AI-driven text analytics
Contact Center via agent desktop make informed decisions on how to diagnoses theme and sentiment of
gadgets improve experiences the customer’s unstructured data
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Let’s take at look at the customer journey

EMAIL WEB SELF-SERVICE OFFERS

PAID CONTENT WEBSITES / LANDING PAGES COMMUNITY EMAIL

WEBSITE

SEARCH SOCIAL MEDIA CHAT LOYALTY PROGRAM

MOBILE APP
ONLINE DISPLAY 3 RD PARTY SITES SOCIAL SURVEY

AWARENESS CONSIDERATION PURCHASE SERVICE EXPANSION

WORD-OF-MOUTH

RADIO / PRINT DIRECT MAIL SALES REP CALL CENTER / IVR MAILINGS
TV / OUTDOOR

PR

CALL CENTER OFFERS IN INVOICE

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Today the contact center has a limited view

Purchases new
Connects with agent
Shuts off water refrigerator
– asks for information
Signs up for
competitor program
Ice maker is issue Goes to company support page Agent does not to get 5% off and 1
Frustrated know Mike’s yr extended
Determines history warranty
Uses Social Media
freezer issue
On Hold for
Finds refrigerator Agent cannot Finds competing
Finds potential parts 10 minutes
problem confirm parts fit company

CALLS NO
PROBLEM SELF SERVES DEFECTION
SUPPORT RESOLUTION

Damage to floor
Goes to
Mike immediately
company for
Finds puddle on floor Lands in IVR No Resolution searches ”Best
parts – VERY
Refrigerator 2020”
EXPENSIVE
Out of town for 3 weeks

Calls support to Frustrated – company sends survey

confirm parts and Mike does not respond

Not Aware
Opportunity Not Aware
Opportunity

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360 degree
C isco C onfidential viewof of
degree view customer
customer journey
journey
Webex Experience Management – Journey Map

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Webex Experience Management – Sentiment
Analysis

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Webex Experience Management & CCX/CCE
Solution
• Listen to what customers are feeling about the contact center interaction through post call IVR,
Email and SMS surveys

• Empower agents with real-time visibility to customer’s previous journey experiences

• Analyze the information in easy-to-read dashboards

• Agents can view how they are being rated on key experiential metrics (e.g.: NPS, CES, Agent
friendliness, knowledge, etc.)

• Supervisors can see overall NPS & CES trends and insights about their teams

• Predict what their customers may do next and anticipate their needs, and proactively engage with
customers before it’s too late
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Post Call Survey using Experience Management

3
1. Agent gets ICD call from customer –CEJ
gadget on agent displays the customer’s
all previous feedbacks WXM IVR
2. Agent disconnects the call from finesse
desktop* after handling the call
3. Call is transferred to Experience
Management IVR which plays questions
from configured questionnaire and
collects customer feedback

*Call is not transferred to Experience

Management IVR if agent disconnects the call
using his/her phone.
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Experience Management Post Call Survey
Architectural Flow caller

11
Gateway

2 10

CUCM

3 9
UCCX 8
7 cherrypoint
Admin GUI App Engine Cherrypoint
Rest Client

Cisco CCX 6
CTIServer Finesse
Tomcat Engine
4 5

Agent
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WxM • Configuration

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 Cherrypoint Configuration
• Cherrypoint is one of cloud connect services that enables Unified CCX to access Experience
Management features (cloud service)

• Admin needs to provision this using admin CLI with the information received in the account activation
email.

• Some Useful CherryPoint CLIs

• set cloudconnect cherrypoint config – Used to onboard cherrypoint with Experience
management account details
• show cloudconnect cherrypoint config- Used to see the current configuration onboarded
• utils cloudconnect cherrypoint test-connectivity – To check the connectivity to Experience
Management.

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Cloud Connect – Container CLIs
show cloudconnect cherrypoint config set cloudconnect cherrypoint config
Use this command to configure cherrypoint

Information needed for the config:

• Desktop User & API Key

• System User & API Key
• Voice PIN Prefix
• SIP URI Domain
• Web URL Prefix
• Deployment ID
• Proxy details

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 Finesse CFAdmin configuration

• This configuration helps the gadgets/Finesse to retrieve the login token from cherrypoint.

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Export gadget from Webex Experience Management
And add to Finesse admin

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C onfidential
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UCCX configuration

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 Associate a Domain based routing pattern to the SIP
Trunk.

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WxM gadget in Agent desktop

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WxM gadget in Agent desktop

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Webex Experience Demo
Management
•

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Cloud Connect – Container CLIs
utils cloudconnect list
This command lists all the containers

utils cloudconnect stop <container-name>

This command stops the specified container

utils cloudconnect start <container-name>

This command starts the specified container

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Cloud Connect – Status API
Status APIs provides detailed status of cloud connect services.
• https://<IP:8445>/<service-name>/status?details=true
<service-name> can be dataconn, cherrypoint, evapoint
•
• Example: https://<FQDN / IP>:8445/cherrypoint/status?details=true

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Cloud Connect • Automatic Upgrades

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 • Covers Cloud Connect only
Image Repo • Scheduling via cloud Admin
• Cannot be switched off
Cloud-Prem • Updates will not impact usage
3. Image
Fusion Downloaded experience
Management

2. Notification
Cloud
1. Posts an Image Connect
HTTPS CCX/E
Service 1 Core
Components
4. Apply
Service 2
Image

Cloud Hybrid Premises

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 Useful Resources

Analyzer User Guide:

https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/CJP/CustomerJ
ourneyAnalyzer.pdf

Cisco Live 2019 Barcelona Analyzer Demo:

https://www.ciscolive.com/global/on-demand-
library.html?search=Cloud%20Customer%20Care#/session/1538571057177001wiH7

WxM configuration guide

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_12_5/fe
atures/guide/uccx_b_125features-guide/uccx_b_125features-guide_chapter_01010.html

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Questions?

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