Transcription

Customer Journey PlatformCustomer Engagement AnalyzerUser Guide

NotificationThe Broadsoft CC-One solution has been renamed the Cisco Customer Journey Platform.Beginning in August 2018, you will begin to see the Cisco name and company logo, alongwith the new product name on the software, documentation and packaging. During thistransition process, you may see both Broadsoft and Cisco brands and former productnames. These products meet the same high standards and quality that both Broadsoftand Cisco are known for in the industry.Copyright NoticeCopyright 2018 Cisco Systems, Inc. All rights reserved.August 2018

ContentsAbout This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Who Should Read This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5How This Guide Is Organized. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Chapter 1. Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Customer Engagement Analyzer Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Accessing the Customer Engagement Analyzer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Analyzer Title Bar Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9Working with the View Pages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9Navigating the View Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Adding, Renaming, and Deleting Folders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Moving Objects to a Different Folder. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Chapter 2. Standard Fields and Measures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Type of Records Available in Each Repository . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Standard CSR and CAR Fields and Measures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Standard ACD Fields and Measures in the CSR and CAR. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Standard CRM Fields and Measures in the CSR and CAR. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Standard IVR Fields and Measures in the CSR and CAR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Standard AAR and ASR Fields and Measures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Chapter 3. Running and Scheduling Visualizations and Dashboards . . 23Running a Visualization or Dashboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Drilling Down to a Portion of the Visualization. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27Modifying Visualization Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Changing the Visualization Output Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32Scheduling a Visualization or Dashboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33Chapter 4. Designing Visualizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Visualization Creation Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38Creating a Visualization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40Creating a Compound Visualization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51Creating a Visualization Displaying Actual Values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53Creating and Sharing an Enhanced Field. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54Creating an Enhanced Field . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55Sharing an Enhanced Field. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57Deleting a Shared Enhanced Field. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57 Cisco Customer Journey Platform — Customer Engagement Analyzer User Guide 3

ContentsSettings for a Sample-Based Visualization. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58Selecting a Formula for a Measure. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58Defining Filters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59Filtering Using a Field . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59Filtering Using a Measure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60Creating a Profile Variable Based on a Another Profile Variable. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61Creating and Using Shared Formulas . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62Creating a Shared Formula. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62Editing a Shared Formula . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63Deleting a Shared Formula . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64Creating and Formatting a Visualization Title . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64Formatting a Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65Formatting a Profile Variable. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66Formatting a Chart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67Editing the Visualization Name. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68Chapter 5. Designing Dashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69Appendix A. Sample Visualizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71Sample 1: Which Queues Have More Abandons? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72Sample 2: What Is the Variation in Agent Performance? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74Appendix B. Mappings of ACD Metrics to Analyzer Parameters . . . . . . . . 77Historical Call Report Mappings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77Historical Agent Report Mappings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83Real-Time Call Report Mappings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88Real-Time Agent Report Mappings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89Historical Multimedia Report Mappings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91 4 Cisco Customer Journey Platform — Customer Engagement Analyzer User Guide

About This GuideThis guide explains how to use the features of the Cisco Customer Journey Platform(CJP) Customer Engagement Analyzer to design and run visualizations, schedulevisualizations to run at prescribed times and have the output sent to you and others,and customize your Customer Engagement Analyzer experience by creating one ormore dashboards.Who Should Read This GuideThis guide is intended for individuals who use the Customer Engagement Analyzer todesign, schedule and view visualizations and dashboards.How This Guide Is OrganizedThe chapters in this guide provide the following information:Chapter 1, “Getting Started,” provides an overview of the Cisco CustomerEngagement Analyzer, describes the prerequisites, and explains how to access theAnalyzer and work with the View page.Chapter 2, “Standard Fields and Measures,” describes the standard fields andmeasures that are available to all Analyzer subscribers.Chapter 3, “Running and Scheduling Visualizations and Dashboards,” explainshow run the visualizations and dashboards available to your enterprise and how toschedule visualizations and dashboards to be run on a periodic basis and associatethem with an email list for automatic distribution.Chapter 4, “Designing Visualizations,” explains how to design visualizations.Chapter 5, “Designing Dashboards,” explains how to customize your Analyzerexperience by creating one or more dashboards that can be run on demand orscheduled for periodic execution and distribution.Appendix A, “Sample Visualizations,” provides examples of visualizations that canbe created with Analyzer. Cisco Customer Journey Platform — Customer Engagement Analyzer User Guide 5

Preface: About This GuideAppendix B, “Mappings of ACD Metrics to Analyzer Parameters,” providesmappings between ACD report parameters and corresponding Analyzer parameters. 6 Cisco Customer Journey Platform — Customer Engagement Analyzer User Guide

1Getting Started1The Cisco Customer Journey Platform (CJP) Customer Engagement Analyzer minesrealtime and historical data from multiple data sources and systems to generate specificbusiness views of the data. The Analyzer visually displays trends to help you discernpatterns and gain insight for continuous improvement.The Analyzer’s standard visualizations tie business data to traditional operationalmetrics, which gives contact center managers visibility across both operational andbusiness performance indicators in a single consolidated view. The Analyzer alsoprovides an interface for creating and refining custom visualizations quickly and easily.You can customize your Analyzer experience by creating dashboards that display yourchoice of visualizations and schedule them for automatic distribution to emailrecipients.Topics covered in this chapter: Customer Engagement Analyzer Prerequisites Accessing the Customer Engagement Analyzer Analyzer Title Bar Buttons Working with the View PagesCustomer Engagement Analyzer PrerequisitesThe Customer Engagement Analyzer requires Mozilla Firefox 20 or later, or the latestversion of Google Chrome with cookies enabled.For motion charts, Adobe Flash Player is also required. Cisco Customer Journey Platform — Customer Engagement Analyzer User Guide 7

Chapter 1: Getting StartedAccessing the Customer Engagement AnalyzerTo access the Customer Engagement Analyzer:1. Open your Web browser and navigate to the URL provided by your administrator.2. On the login page that appears, enter your email address and password.3. Click Login.The Customer Engagement Analyzer home page appears, displaying a summaryof all the data for each of the four data types in your repository. You can expand atile by clicking a More button to display the details for today, yesterday, this week,last week, this month, and last month. 8 Cisco Customer Journey Platform — Customer Engagement Analyzer User Guide

Chapter 1: Getting StartedAnalyzer Title Bar ButtonsThe Analyzer title bar displays buttons that provide access to the Visualization andDashboard View pages (described in the next topic, “Working with the View Pages”)as well as a button on the far right that provides options for logging out, getting help,and providing feedback. If your browser window is wide enough, the button labeldisplays your user account name.If you resize your browser window to make it narrow, your user account name is notdisplayed on the button label.Working with the View PagesThe Visualization and Dashboard buttons provide access to View pages. Each Viewpage displays a directory of all the visualizations or dashboards to which you haveaccess and provides an interface where you can do the following: Create, rename, and delete folders and subfolders beneath the parent directory. Move folders and visualizations or dashboards between folders. Access the visualization or dashboard creation page. Run and delete visualizations and dashboards. Open a visualization or dashboard for editing or scheduling. Export a visualization as a Microsoft Excel or CSV file.Topics covered in this section: Navigating the View Page Adding, Renaming, and Deleting Folders Moving Objects to a Different Folder Cisco Customer Journey Platform — Customer Engagement Analyzer User Guide 9

Chapter 1: Getting StartedNavigating the View PageTo navigate the contents of a View page:1. On the Analyzer menu bar, click Visualization or Dashboard.2. To filter the list, select an option from the Show drop-down list on the upperright side of the page.3. To display the contents of a folder, double-click a folder in the content panel onthe right or click a folder in the navigation panel on the left.An arrowhead to the left of a folder in the navigation panel means that the foldercontains a subfolder. You can click the arrowhead or the folder itself to display thesubfolder, and then click the subfolder to display its contents in the content panel.Select a folder in the navigation panel to displaya list of its contents in the panel on the right.Select an option from thisdrop-down to filter the listAn arrowheadmeans thefoldercontains asubfolder.4. To increase your workspace, you can hide the navigation panel by clicking the button on the menu bar. Then you can click the button to restore the panel.5. To access a menu listing actions you can perform, click thea listed folder, visualization, or dashboard. 10 Cisco Customer Journey Platform — Customer Engagement Analyzer User Guide button to the left of

Chapter 1: Getting StartedActionDescriptionRunRuns the selected report or dashboard (see “Running aVisualization or Dashboard” on page 24).EditOpens the selected visualization or dashboard in a page whereyou can edit it.DetailsDisplays additional details about the selected item, such as thetitle, date range, and number of scheduled jobs for avisualization.Move ToOpens a dialog box where you can select the folder that youwant to move the selected item into.Export as ExcelOpens a dialog box where you can open or save the selectedhistorical visualization as a Microsoft Excel or CSV file.Export as CSVThe export option is not available for realtime or compoundvisualizations.Schedule Job(s)Opens a page where you can schedule the selectedvisualization or dashboard to be run on a periodic basis andassociate it with an email list for automatic distribution (see“Scheduling a Visualization or Dashboard” on page 33).DeleteDeletes the selected visualization or dashboard. You cannotdelete a visualization that is used in a dashboard. Cisco Customer Journey Platform — Customer Engagement Analyzer User Guide 11

Chapter 1: Getting StartedAdding, Renaming, and Deleting FoldersButtons at the top of the navigation panel enable you to add, rename, and deletefolders.To add a new folder:1. In the navigation panel, select the folder into which you want to insert a newfolder, and then click the New Folderbutton at the top of the navigationpanel.2. In the dialog box that appears, enter a name and click OK.To rename a folder:1. Select a folder and click the Rename Folderbutton.2. In the dialog box that appears, enter a name and click OK.To delete a folder:1. Select an empty folder and click the Delete Folderbutton.2. In the confirmation dialog box, click Yes. If the folder is not empty, a messageinforms you that the operation failed.Moving Objects to a Different FolderTo move a visualization, dashboard, or folder to a different folder:1. In the navigation panel, select the folder containing the object you want to move.The folder’s contents are displayed in the contents panel on the right.2. If the destination folder is not visible in the navigation panel, click the arrowheadto the left of the parent folder to display its subfolder.3. Drag a visualization or dashboard from the contents panel to the destinationfolder in the navigation panel.- OR Click the button to the left of a listed folder, visualization, or dashboard, selectMove To from the context menu, and in the dialog box that opens, select thedestination folder and click OK. 12 Cisco Customer Journey Platform — Customer Engagement Analyzer User Guide

2Standard Fields andMeasures2The Customer Engagement Analyzer is powered by the following activity and sessionrepositories created by extracting data from a variety of systems: Customer Activity Repository (CAR) Customer Session Repository (CSR) Agent Activity Repository (AAR) Agent Session Repository (ASR)This chapter describes the standard fields and measures aggregated in the activity andsession repositories that are available to all Customer Engagement Analyzersubscribers. Fields are textual values that can be added to a visualizations as profile variables orsegments. Measures are numeric values that can be used as profile variables.In addition to the standard fields and measures, you can work with Broad ProfessionalServices to create custom fields and measures extracted from a variety of systems.Topics covered in this chapter: Type of Records Available in Each Repository Standard CSR and CAR Fields and Measures– Standard ACD Fields and Measures in the CSR and CAR– Standard CRM Fields and Measures in the CSR and CAR– Standard IVR Fields and Measures in the CSR and CAR Standard AAR and ASR Fields and Measures Cisco Customer Journey Platform — Customer Engagement Analyzer User Guide 13

Chapter 2: Standard Fields and MeasuresType of Records Available in Each RepositoryThe following table describes the type of records aggregated in each customer andagent activity and session repository.Record TypeDescriptionCustomerActivityRepresents an atomic stepin the customer workflowExamples Customer in IVR or queue, talkingto agent, on hold Customer on home page, productpage, checkout pageCustomerSessionRepresents the customerworkflow, consisting of asequence of customeractivities Customer call to a call center Customer visit to a Web site Customer visits Web site and chatswith agent Customer sends email and agentrespondsAgent ActivityRepresents an atomic stepin the agent workflow Agent idle, available, talking,wrapping up Agent offline, dialing, talking,entering notes Agent idle, available, chatting,wrapping up Agent offline, reading email,responding, wrapping upAgent SessionRepresents the agentworkflow, consisting of asequence of agent activities Agent handles a service call and logsan incident Agent places an outbound call andsets up a meeting Agent