Cisco Unified Intelligence Suite

Transcription

1 Cisco Unified Intelligence Suite Chris Crosby Customer Contact Business Unit 2008 Cisco Systems, Inc. All rights reserved. Cisco Public 1

2 Background CCBU recognizes reporting is a critical component for contact center operations Avaya Webview solution is old technology and has put Cisco Contact Center products in a weak competitive position Application In 2006, CCBU began evaluations for an Agent OEM Group reporting vendor Agent Latigent was best in a field of 13 evaluated Trunk Group Robust & extensible framework underpinned by Web 2.0 services Instrument Strength in aggregating data across heterogeneous contact center environments Intuitive interface, easy to customize and flexible Acquisition was finalized in October, Cisco Systems, Inc. All rights reserved. Cisco Public 2

3 Cisco Strategy 2008 Cisco Systems, Inc. All rights reserved. Cisco Public 3

4 Reporting 2.0? WEB 1.0 Netscape Ofoto Britannica Online Personal websites Content Management ACD Reporting WEB 2.0 Google Flickr Wikipedia Blogging Wikis CUIS User Centric Simple & Lightweight Decentralized Participatory Source: O Reilly Cisco Systems, Inc. All rights reserved. Cisco Public 4

5 Cisco Reporting Strategy 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 Competitive Advantage Predictive Modeling Forecasting/Extrapolation Statistical Analysis Alerts Query/Drill Down Ad Hoc Reports Standard Reports What will happen next? Why is this happening? What if this trend continues? What action is needed? Where is the problem? How many, how often, where? What happened? Business Intelligence Source: Competing on Analytics by Thomas H. Davenport and Jeanne G. Harris Adapted from a graphic produced by SAS 2008 Cisco Systems, Inc. All rights reserved. Cisco Public 5

6 Intelligence Suite 2008 Cisco Systems, Inc. All rights reserved. Cisco Public 6

7 Unified Contact Center Reporting Architecture IVR IVR IVR Enterprise wide, consolidated reporting Integrated reporting across media types (voice, outbound, , web) Automatic data synchronization is seamless and self healing Real-time and historical reporting through Webview thin client application ACD ACD ACD Webview Server and Reporting Databases Business Applications Configuration Updates, Real Time and Historical Data HDS Agent Apps sidea/sideb http: request HTML Cisco CallManager 2008 Cisco Systems, Inc. All rights reserved. Cisco Public 7

8 Intelligence Suite Real-time and historical Dashboards, charts & grids Easy-to-use, wizard based interface Native ad hoc reporting, customization & adv filtering Highly 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 2008 Cisco Systems, Inc. All rights reserved. Cisco Public 8

9 Archiver Data Server Compressed daily summaries Heterogeneous 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 3 rd party data Integration Available through Adv Svcs or developed by partners/customers Legacy ACD s, WFM, CRM, QM Drill down capability across data sources 2008 Cisco Systems, Inc. All rights reserved. Cisco Public 9

10 Feature Comparison TAC support is up to the edge of the application Customizations supported by Partner Feature Webview Replacement Intelligence Suite Webview Reporting Data Sources Product Definable Product Real-Time and Historical Reports and Dashboards No Dashboards Scheduled Reports No Definable Thresholds Drill-Downs Customizable Report Wizard Advanced Chart Wizard Personal Saved Reports Feature Set Control Definable User Groups Limited Unlimited Data Collections (Logical Partitions) Limited Unlimited RSS Feeds Publish Subscribe Import 3 rd Party developed CUIS Reports Daily Summaries on Archiver Advanced Customization and Integration 3 rd Party Data Integration/Transformation Permalinks Querystring Parameters Advanced Excel Integration XSLT/WYSIWYG SQL Query Stored Procedures HTML Post 2008 Cisco Systems, Inc. All rights reserved. Cisco Public 10

11 Report Presentation Modes Interactive Grid XSLT (static output) Charts, Gauges HMTL Post 2008 Cisco Systems, Inc. All rights reserved. Cisco Public 11

12 Dashboards Collection of report objects in a single view Real Time and Historical, Tabular and Graphical Independently updated Shared with users or groups 2008 Cisco Systems, Inc. All rights reserved. Cisco Public 12

13 Report Access for Restricted Users Simple filter dialogs provides easy access with limited choices 2008 Cisco Systems, Inc. All rights reserved. Cisco Public 13

14 Report Access for Power Users Advanced users have access to more features and filter dialogs Ad hoc reporting by exception 2008 Cisco Systems, Inc. All rights reserved. Cisco Public 14

15 Ad Hoc Reporting: Interactive Grid Sort data in columns Define or change chart Choose/rename Columns Set thresholds Export to Excel Refine search criteria 2008 Cisco Systems, Inc. All rights reserved. Cisco Public 15

16 Ad Hoc Reporting: Choosing Content 2008 Cisco Systems, Inc. All rights reserved. Cisco Public 16

17 Ad Hoc Reporting: Interactive Grid Refine search criteria 2008 Cisco Systems, Inc. All rights reserved. Cisco Public 17

18 Security Center: Granting Privileges Grant access for Users or User Groups on data and reports Sally s List of Available Call Type Reports 2008 Cisco Systems, Inc. All rights reserved. Cisco Public 18

19 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 2008 Cisco Systems, Inc. All rights reserved. Cisco Public 19

20 Advanced Integration Tools 2008 Cisco Systems, Inc. All rights reserved. Cisco Public 20

21 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 2008 Cisco Systems, Inc. All rights reserved. Cisco Public 21

22 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 3 rd party tool (e.g. Stylus Studio) 2008 Cisco Systems, Inc. All rights reserved. Cisco Public 22

23 Advanced Integration Tools Permalinks Expose 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 Post Frame other web pages and sites within CUIS 2008 Cisco Systems, Inc. All rights reserved. Cisco Public 23

24 Advanced Integration Tools (Cont.) Widgets Code snippets that can be run in an HTML-based web page that provide access to favorite content Multiple data source types: Stored Procedures URL with Querystring parameters SQL Query RSS Feed Linked Server support on Archiver Link to other Cisco sources 3 rd party data integration (WFM, CRM, QA databases) 2008 Cisco Systems, Inc. All rights reserved. Cisco Public 24

25 Architecture 2008 Cisco Systems, Inc. All rights reserved. Cisco Public 25

26 Intelligence Suite Components Web Application Server Intelligence Center Intelligence Web Server MCS-7845 or equivalent* Supports 150+ concurrent reporting users Windows 2003 Standard Edition, IIS,.net 2.0 Advanced Integration Tools Database Server Windows 2003 Enterprise, MSSQL Enterprise Archiver Database Server Framework for Plug-n-Play Connectors GEN * (Quad Processor, Dual Core, 12GB RAM, Disk Arrays) *Server specifications subject to change 2008 Cisco Systems, Inc. All rights reserved. Cisco Public 26

27 Intelligence Suite Deployments Archiver Database Server Consolidated Interval and Detail-Level Reports Intelligence Web Server x Real Time and Half-Hour Reports x Intelligence Web Server Content Switch Load Balancer 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 2008 Cisco Systems, Inc. All rights reserved. Cisco Public 27

28 Roadmap 2008 Cisco Systems, Inc. All rights reserved. Cisco Public 28

29 Unified Intelligence Suite Roadmap JUL 2008 JAN 2009 JUL 2009 JAN 2010 AUG 2008 ICM/UCC 7.5 Release General Availability for Intelligence Suite English Language only Configurable behavior for Skill Group Abandons DEC 2008* JAN 2009* IntelSuite Localization CVP Connector and Templates Beta program for new templates and connectors CUCM Connector and Templates Personal Line activity Who hung up first JUL 2009* Webview replacement introduced Additional Beta releases Cisco Unity Connector Multi-Channel and Expert Advisor Connectors Enhanced summary and Detail level reporting Intelligence Suite for Express TBD* Linux Support WebView Product Support Integrated releases CVP Express *Not committed 2008 Cisco Systems, Inc. All rights reserved. Cisco Public 29

30 Q and A 2008 Cisco Systems, Inc. All rights reserved. Cisco Public 30

31 2008 Cisco Systems, Inc. All rights reserved. Cisco Public 31