Cisco Unified CCX Web Chat and Supervisor Desktop User Guide,
Release 9.0(1)
First Published: January 07, 2013
Last Modified: January 07, 2013
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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
Install Certificate for Internet Explorer 6
Chat Inactivity Timeout 9
Troubleshooting for the Web Chat Agent Desktop 10
CHAPTER 2
Introduction to the Unified CCX Web Chat Supervisor Desktop 13
Access the Unified CCX Web Chat Supervisor Desktop 13
Troubleshooting for the Web Chat Supervisor Desktop 16
CHAPTER 3
Unified CCX Chat Supervisor Reports 19
Agent Summary Report 19
CSQ Detail Report 20
CSQ Summary Report 20
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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
Desktop, on page 1
Describes how to access the Unified CCX Web Chat
Agent Desktop.
Introduction to the Unified CCX Web Chat Supervisor Describes how to access the Unified CCX Web Chat
Desktop, on page 13
Supervisor Desktop.
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Conventions
Chapter Title
Description
Unified CCX Chat Supervisor Reports, on page 19
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:
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Obtaining Documentation and Submitting a Service Request
http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html
Subscribe to the What’s New in Cisco Product Documentation as a Really Simple Syndication (RSS) feed
and set content to be delivered directly to your desktop using a reader application. The RSS feeds are a free
service and Cisco currently supports RSS version 2.0.
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Obtaining Documentation and Submitting a Service Request
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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
• Install Certificate for Internet Explorer, page 6
• Chat Inactivity Timeout, page 9
• Troubleshooting for the Web Chat Agent Desktop, page 10
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://<<servername>>/agentdesktop
where <<servername>> is the fully qualified domain name of Unified CCX, for example:
https://uccxnode.cisco.com/agentdesktop
Web Chat Agent Desktop will not work if you use the IP address.
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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
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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
Step 4
Select Ready to inform Unified CCX that you are available to receive incoming chat requests.
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.
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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.
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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
Step 6
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.
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.
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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
Step 2
Step 3
Click Certificate Error to the right side of the address bar.
Click View Certificates.
Click Install Certificate as shown in Figure 5: Install Certificate, on page 6.
Figure 5: Install Certificate
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Install Certificate for Internet Explorer
Step 4
Click Next as shown in Figure 6: Certificate Import Wizard, on page 7.
Figure 6: Certificate Import Wizard
Step 5
Click the Place all certificates in the following store radio button as shown in Figure 7: Browse and Select
Certificate, on page 7.
Figure 7: Browse and Select Certificate
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Install Certificate for Internet Explorer
Step 6
Step 7
Step 8
Click Browse and select Trusted Root Certification Authorities as shown in Figure 7: Browse and Select
Certificate, on page 7.
Click Next as shown in Figure 7: Browse and Select Certificate, on page 7.
Click Finish as shown in Figure 8: Certificate Selection Completion, on page 8.
Figure 8: Certificate Selection Completion
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Chat Inactivity Timeout
Step 9
Click Yes as shown in Figure 9: Security Warning, on page 9.
Figure 9: Security Warning
Step 10 Click OK as shown in Figure 10: Certificate Import Successful Message, on page 9.
Figure 10: 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.
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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 6.
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.
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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.
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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 13
• Troubleshooting for the Web Chat Supervisor Desktop, page 16
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://<<servername>>/agentdesktop/supervisor
where <<servername>> is the fully qualified domain name of Unified CCX, for example:
https://uccxnode.cisco.com/agentdesktop/supervisor
Web Chat Supervisor Desktop will not work if you use the IP address.
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Access the Unified CCX Web Chat Supervisor Desktop
Step 2
Step 3
Enter your credentials in the Cisco Unified CCX Web Chat Supervisor Desktop window, and then click Sign
In.
Select the required team from Select team drop-down list.
Figure 11: Supervisor Team Selection
Step 4
Click the Contact Service Queue (CSQ) or Agent radio button to view the reports for the selected option.
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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 12: CSQ Summary Report , on page 15.
Figure 12: CSQ Summary Report
• Click any CSQ to view the detailed CSQ report.
Figure 13: CSQ Detail Report
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Troubleshooting for the Web Chat Supervisor Desktop
• If you select Agent, the Agent Summary Report is displayed in grid format as shown in Figure 14: Agent
Summary Report , on page 16.
Figure 14: Agent Summary Report
Step 5
Step 6
Step 7
Click the Refresh icon
next to the team drop-down list to get the latest list of teams.
When you click Refresh, you stop viewing the current report.
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.
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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.
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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 19
• CSQ Detail Report, page 20
• CSQ Summary Report, page 20
Agent Summary Report
The Agent Summary Report contains a summary of the activities of agents.
Table 2: Agent Summary Report, on page 19 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.
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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 20 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 21 shows how the information in the CSQ Summary Report is
obtained or calculated.
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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.
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CSQ Summary Report
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INDEX
Q
Queue Summary Report 20
query design 20
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