Media Routing for Cisco UCCX
Cisco Unified Contact Center Express (UCCX)
A unified media-blending queue for UCCX that allows you to route non-voice media to CCX agents. This provides the same functionality as the Cisco Socialminer Unified Queue API (UQ API) does in UCCE/ PCCE.
Why an Alternative to Socialminer?
Cisco’s free Socialminer for UCCX provides pull-based media distribution, or limits you to the pre-built Email and chat clients. These are sufficient and good tools for most scenarios.
EF Mediarouting for UCCX allows you to build your own email/ chat/ SMS/ video/ media customer-facing interface, route your own media to a CCX agent, and handle the media in a software that can be independent of the Finesse client and/ or Socialminer to manage email, chat or socialmedia, for example Office 365, Gmail, Lotus Notes or Socialmedia tools, such as LivePerson, Kayako, LiveAgent.
Use cases
While CCX continues to route voice calls as per the Skills and CSQs configured in UCCX, the MediaRouting engine provides routing for non-voice tasks if the agents are not busy on non-voice calls. The notion of “agent” remains the same, whereas the skillgroups are in a separate domain. We provide CUIC reports that allow you to see consolidated media reports per agent and skill group.
Pre-configured integrations exist for:
Chat and Bot frameworks
Chat within CRMs such as Siebel, SAP, and Microsoft.
WebRTC-Voice,Video & Screenshare
Queuing in a branch office
You can also create your own front-ends or gadgets, or have your own applications to request, queue, route and manage interactions.
How it works
Agent Selection For Non-Voice Tasks
The MR Engine selects an available agent based on the following criteria.
Select the best available agent based on the longest available algorithm matching the MR Engine agent selection criteria.
Change the agent state to NOT_READY for voice calls (with a particular media reason)
Route the media request
Upon finishing the request handling, change the agent state back to READY (to make him available to receive voice calls again)
Note: Only one queue per channel is available with the agent selection algorithm based on “longest available” in the READY state.
Precision Queue
MR Engine relies on Precision queues. You can dynamically map the precision queues to direct a call to the agent who best matches the non-voice task’s precise needs. With the MR Engine, you can:
* Create attributes. Attributes are characteristics with a boolean flag or a Proficiency rating from 1 to 10.
* Assign attributes to CCX agents on the MR Engine configuration interface.
* Create precision queues. Create Expressions and Steps while creating Precision Queues.
CCX agents become members of the precision queues automatically based on their attributes. For instance,
* A precision queue requires an agent who is fluent in French and is proficient in dealing with high priority trouble tickets.
* An agent Sara is assigned attributes English = True and Trouble-tickets > 7.
* The engine will select Sara for such tasks if there’s no other free agent with a proficiency beyond 7 in Trouble-tickets.
Priority Customer Routing
MR Engine handles priority customer routing in support with the CC Admin Caller List module. The Caller List module allows to manage repetitive, malicious/hoax Customers or Gold/Silver customers. For more information about the Caller List module, visit Caller Lists
Caller Lists may be created manually by the application user and may also be synchronized with the 3rd party CRM solution.
How does Priority Routing work?
The MRD Connector (Chat, Email) receives a new task.
The MRD connector verifies the customer priority label from CC Admin Caller Lists module.
If the customer is a member of a priority list, the label is passed along with the task to the MR Engine.
The task with the priority label assigned will be inserted to the priority MR Queue.
The MR engine always checks the priority queue for any new task to be routed. If there’s no task in the priority queue, tasks from the regular queue will be selected.