cisco unified intelligence suite...• cvp, multi-channel, expert advisor, communications manager...

© 2008 Cisco Systems, Inc. All rights reserved. Cisco PublicBRKCCT-200614566_04_2008_c1 1

Cisco Unified Intelligence Suite

Chris CrosbyCustomer Contact Business Unit

© 2008 Cisco Systems, Inc. All rights reserved. Cisco Public 2BRKCCT-200614566_04_2008_c1

Background

Avaya

• Application

• Agent Group

• Agent

• Trunk Group

• Instrument

CCBU recognizes reporting is a critical component for contact center operations

Webview solution is old technology and has put Cisco Contact Center products in a weak competitive position

In 2006, CCBU began evaluations for an OEM reporting vendor

Latigent was best in a field of 13 evaluated• Robust & extensible framework underpinned by Web 2.0 services• Strength in aggregating data across heterogeneous contact center

environments• Intuitive interface, easy to customize and flexible

Acquisition was finalized in October, 2007


Cisco Strategy


Reporting 2.0?

WEB 2.0WEB 1.0

Ofoto

Personal websites

ACD Reporting

Flickr

Blogging

CUIS

Netscape Google

User CentricSimple & Lightweight

DecentralizedParticipatory

Britannica Online Wikipedia

Content Management Wikis

Source: O’Reilly 2005


Provide a consistent, elegant user experience across the portfolio

Empower organizations to share data and provide open communications throughout the enterprise

Deliver a state-of-the-art reporting solution for our transactional contact center products

Cisco Reporting Strategy

Standard Reports

Ad Hoc Reports

Query/Drill Down

Alerts

Statistical Analysis

Forecasting/Extrapolation

Predictive Modeling

What happened?

How many, how often, where?

Where is the problem?

What if this trend continues?

Why is this happening?

What will happen next?

What action is needed?

Business Intelligence

Com

petit

ive

Adv

anta

ge

Source: Competing on Analytics byThomas H. Davenport and Jeanne G. HarrisAdapted from a graphic produced by SAS


Intelligence Suite


Unified Contact Center Reporting Architecture

Agent Apps

Enterprise wide, consolidated reporting

Integrated reporting across media types (voice, outbound, e-mail, web)

Automatic data synchronization is seamless and self healing

Real-time and historical reporting through Webview thin client application

Business Applications

Cisco CallManager®

sideA/sideB

http: re

ques

t

HTML

Configuration Updates, Real Time and Historical Data

IVRIVR

IVRIVR

IVRIVR

ACDACD

ACDACDACDACD

Webview Server andReporting Databases

HDSHDS


Intelligence SuiteReal-time and historical Dashboards, charts & grids Easy-to-use, wizard based interfaceNative ad hoc reporting, customization & adv filteringHighly customizable platform

–User Groups –Access Control for

• Data• Reports• Menus/Application Features

–Thresholds & Drill Downs–Time Zone and Language Preferences

Web 2.0 Adv Integration Tools–RSS Feeds, XSLT, Permalinks, HTML Post


Archiver Data ServerCompressed daily summariesHeterogeneous data sources

– Report directly from any external databases

Data integration through Plug-n-Play Connectors

– CCBU Product Connectors (roadmap)• TAC supported• Available as developed with product

releases • CVP, Multi-channel, Expert Advisor,

Communications Manager

– 3rd party data Integration• Available through Adv Svcs or

developed by partners/customers• Legacy ACD’s, WFM, CRM, QM

Drill down capability across data sources


Feature Comparison

TAC support is up to the “edge” of the application Customizations supported by PartnerFeature Webview Replacement Intelligence Suite Webview

Real-Time and Historical Reports and Dashboards • • No DashboardsScheduled Reports • • No EmailDefinable Thresholds • •Drill-Downs • Customizable •Report Wizard • AdvancedChart Wizard • •Personal Saved Reports • • •Feature Set Control • •Definable User Groups Limited UnlimitedData Collections (Logical Partitions) Limited UnlimitedRSS Feeds Publish SubscribeImport 3rd Party developed CUIS Reports • • •Daily Summaries on Archiver •Advanced Customization and Integration3rd Party Data Integration/Transformation •Permalinks •Querystring Parameters •Advanced Excel Integration •XSLT/WYSIWYG •SQL Query •Stored Procedures •HTML Post •

ReportingData Sources Product Definable Product


Report Presentation Modes

Interactive Grid

XSLT (static output)

Charts, Gauges

HMTL Post


Dashboards

Collection of report objects in a single view

Real Time and Historical, Tabular and Graphical

Independently updated

Shared with users or groups


Report Access for Restricted Users

Simple filter dialogs provides easy access with limited choices


Report Access for Power Users

Advanced users have access to more features and filter dialogs

Ad hoc reporting by exception


Ad Hoc Reporting: Interactive Grid

Set thresholds

Export to Excel

Refine search criteria

Sort data in columns

Define or change chart

Choose/rename Columns


Ad Hoc Reporting: Choosing Content


Ad Hoc Reporting: Interactive Grid

Refine search criteria


Security Center: Granting Privileges

Grant access for Users or User Groups on data and reports

Sally’s List of Available Call Type Reports


Segmenting Data with Collections

The supervisor will only see the data in the collection assigned to them

Filter Criteria Dialog for the Call Type Real Time Report


Advanced Integration Tools


Using XSLT Web Pages for Presentation

Build custom report layouts with eXtensible Style Language Templates (XSLT)

Ability to use any backdrop or formatting for better presentation


Intelligence Suite Templates

Reports are stored in XML

XSLTs can be automatically generated for you or you can design your own

Sample XSLTs for every historical report

Export reports and format in XSLT 3rd party tool (e.g. Stylus Studio)



PermalinksExpose reports as URL’s which can be linked to from other web pages

Really Simple Syndication (RSS) Feeds

Format used to publish frequently updated information; CUIS can subscribe or publish feeds

HTML PostFrame other web pages and sites within CUIS


Advanced Integration Tools (Cont.)

WidgetsCode snippets that can be run in an HTML-based web page that provide access to favorite content

Multiple data source types:Stored ProceduresURL with Querystring parametersSQL QueryRSS Feed

Linked Server support on Archiver Link to other Cisco sources3rd party data integration (WFM, CRM, QA databases)


Architecture


Intelligence Suite Components

Web Application ServerIntelligence Center

MCS-7845 or equivalent*

Supports 150+ concurrent reporting users

Windows 2003 Standard Edition, IIS, .net 2.0


Database ServerWindows 2003 Enterprise, MSSQL Enterprise

Framework for Plug-n-Play Connectors

GEN-50-004* (Quad Processor, Dual Core, 12GB RAM, Disk Arrays)

ArchiverDatabase Server

IntelligenceWeb Server

*Server specifications subject to change


Intelligence Suite Deployments

Distributed model only, cannot be co-resident with an HDS

Released for 7.5 schema, backward compatibility via customization

Requires a dedicated AW/HDS

Report directly from data sources or use Connectors to integrate data into the Archiver database

Content Switch Load Balancer

Real Time and Half-Hour

Reports

Consolidated Interval and Detail-Level

Reports

ArchiverDatabase Server

x

x




Roadmap


Unified Intelligence Suite Roadmap JUL 2008 JAN 2009 JUL 2009 JAN 2010

Intelligence Suite for Express

DEC 2008*

IntelSuite LocalizationCVP Connector and TemplatesBeta program for new templates and connectors

CUCM Connector and Templates

Personal Line activityWho hung up first

ICM/UCC 7.5 Release

General Availability for Intelligence Suite English Language onlyConfigurable behavior for Skill Group Abandons

AUG 2008 JAN 2009*

Webview replacement introducedAdditional Beta releases

Cisco Unity® ConnectorMulti-Channel and Expert Advisor Connectors

Enhanced summary and Detail level reporting

JUL 2009*

TBD*Linux SupportIntegrated releases

CVPExpressWebView Product Support

*Not committed


Q and A

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