Webex Experience Management Integration

Experience Management Overview


Note

To enable this feature in Packaged CCE, install the following patches:

  • ICM 12.5(1)_ES7

  • CVP 12.5(1)_ES6

  • Cloud Connect 12.5(1)ES1

  • Finesse 12.5(1)ES2

Cisco Webex Experience Management is a Customer Experience Management (CEM) platform that allows you to see your business from your customers' perspective. To know more about Webex Expereince Management, see https://xm.webex.com/docs/ccoverview/.

With Webex Experience Management, Packaged CCE supports:

  • Customer experience surveys - Set up and send surveys to customers, after an interaction, to collect feedback about their interaction.

  • Experience Management Post Call Survey

  • Customer Experience Journey (CEJ) gadget - Displays all the past survey responses from a customer in a chronological list. The agent and supervisor use this gadget to gain context about the customers past experiences with the business and engage with them appropriately.

  • Customer Experience Analytics (CEA) gadget - Displays the overall experience of the customer interaction with agents using industry-standard metrics such as NPS, CSAT, and CES or other KPIs tracked within Experience Management. This gadget is available for agents and supervisors.

Experience Management Voice Survey

Experience Management post-call survey is used to determine whether the customers are satisfied with their voice call experiences. You can configure Experience Management to initiate this survey when an agent disconnects from the caller. The survey can be done in three modes—voice, SMS, or email.

The CCE script enables or disables voice call survey for each call by testing for conditions and setting an expanded call variable that controls Experience Management. For example, the script can invoke a prompt that asks callers whether they want to participate in a survey. Based on the caller's response, the script sets the expanded call variable that controls whether the call gets transferred to the voice call survey Dialed Number.

You can send post call survey links through email or SMS also. After every call, the customer is provided with a choice to participate in the survey and answer few questions over email or their phone. For more information on how to configure or to associate the survey, refer to the section Configure Packaged CCE for Experience Management Voice, SMS and Email Survey .

The Experience Management Post Call Survey call works just like a regular call from the Unified CCE point of view. Scripts are invoked, CVP refers the call to Experience Management, and the customer uses the keypad on a phone to respond to questions asked during the survey. During Experience Management Post Call Survey, the call context information is retrieved from the original customer call.


Note

Experience Management supports G.711 u-law and G.711 a-law codecs.

Experience Management Task Flow

To enable Experience Management Post Call Survey in Cisco Packaged CCE, follow this task flow:

Sequence

Task

1

Contact your Cisco representative to purchase Experience Management license. After the purchase, you need to provide relevant information about your organization to Experience Management Activation Team. To know more about the information that will be collected, see Prerequisites.

2

Experience Management Activation Team creates:

  1. Accounts and provisions the same.

  2. Default spaces and metric groups for your accounts. To know more about creating spaces, see Space Creation.

  3. Standard questionnaires for Experience Management Post Call Survey and publishes the same. To know more about creating questionnaires, see Questionnaires.

3

After creating the account and provisioning, you will receive handover emails from the Experience Management Activation Team. The email contains credentials and other essential information for your account. To know more about provisioning details, see Handover.

4

Initially Spaces and Widgets are created by the Experience Management provisioning team. To know more about the different default Widgets, how to export and derive meaningful insights from them, see Experience Management Gadgets.

To know how to configure additional Widgets in Experience Management, see Experience Management Gadgets.

5

Provision Experience Management service using CLI on Cloud Connect. For more information, see Provision Experience Management Service on Cloud Connect.

6

Ensure that the Cloud Connect publisher and subscriber are installed. For more information, see the Create VM for Cloud Connect Publisher and Create VM for Cloud Connect Subscriber sections in Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-installation-guides-list.html

7

Configure Cloud Connect in Unified CCE Admininstration. For details on how to do this, see Configure Cloud Connect section in Cisco Packaged Contact Center Enterprise Administration and Configuration Guide https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-maintenance-guides-list.html.

8

Import the following certificates to the CVP Call Sever:

  • Cloud Connect certificate

  • Experience Management certificate

For details, see the sections Import Cloud Connect Certificate to Unified CVP Keystore and Import Experience Management Certificate to Unified CVP Call Server in Configuration Guide for Cisco Unified Customer Voice Portal at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-installation-and-configuration-guides-list.html.

9

Ensure that the threshold properties (in ivr.properties and sip.properties files) and proxy settings are configured in CVP for Experience Management. For details, see the section Webex Experience Management Configuration in Configuration Guide for Cisco Unified Customer Voice Portal at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-installation-and-configuration-guides-list.html.

10

Configure Packaged CCE Experience Management. For more information, see the topic Configure Expanded Call Variables

11

Configure Dialed Number and Call Type for Incoming Call and Experience Management post call survey routing script. For more information, see Configure Dialed Number and Call Type

12

Modify CCE scripts. For more information, see Experience Management Scripting in Cisco Packaged Contact Center Enterprise Administration and Configuration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-maintenance-guides-list.html.

Associate the CCE script with the Call Type created in the previous step.

13

Add Experience Management gadgets into Finesse desktop layout. For more information, see Cisco Webex Experience Management Gadgets.

Provision Experience Management Service on Cloud Connect

Provision Experience Management service using the following CLI on Cloud Connect. 

set cloudconnect cherrypoint config

Configure Cloud Connect in Packaged CCE Admininstration. For details on how to do this, see Configure Cloud Connect topic at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-maintenance-guides-list.html.

The partner hosted module which is a part of Experience Management Invitations solution is required to send surveys to customers over emails and SMS.

For information about Partner Hosted Module Architecture refer to https://xm.webex.com/docs/cxsetup/guides/partnerarchitecture/

For information about how to provision the infrastructure required to deploy the partner hosted components of the Experience Management Invitations module, see https://xm.webex.com/docs/cxsetup/guides/partnerinfra/.

For information about how to deploy the partner hosted components on the Experience Management Invitations module once the infrastructure is provisioned, see https://xm.webex.com/docs/cxsetup/guides/partnerdeployment/.

Configure Expanded Call Variables

Procedure

Step 1

In Unified CCE Administration, navigate to Overview > Call Settings > Route Settings > Expanded Call Variables.

Step 2

From the list of ECC variables, click on the user.microapp.isPostCallSurvey variable to open it.

  1. Set Max Length: to 1.

  2. Check the Enabled checkbox.

  3. Click Save.

    In your CCE routing scripts, remember that, at script start, the default behavior of Post Call Survey equals enabled, even if user.microapp.isPostCallSurvey has not yet been set in the script. You can turn off Post Call Survey in the script by setting user.microapp.isPostCallSurvey to n. You can later enable Post Call Survey in the same path of the script by setting this variable to y.

Step 3

Create a new ECC variable with Name:user.CxSurveyInfo.

  1. Set the Max Length to 133 for Type 10 VRUs. For all other routing clients, set Max Length to 120.

  2. Check the Enabled check box.

Step 4

Click Save.

Note

 

The newly created ECC variables are added to the default payload list. If you want to save the ECC variables to a different payload list, in the Configuration Manager, navigate to Tools > List Tools > Expanded Call Variable Payload List and add the ECC variables to the payload list of your choice.

Step 5

Populate the POD. ID variable.

For more information on populating this variable, refer to the topic Configure POD.ID.

Step 6

Restart the active VRU PG (side A or B) to register the new ECC variable.

If the ECC variable already exists, you can skip this step.

Note

 

The user.microapp.isPostCallSurvey setting takes effect on Unified CVP only when it receives a connect or temporary connect message. If you do not want the survey to run, without first reaching an agent (such as 'after hours of treatment'), set the isPostCallSurvey to n before the initial 'Run script request'.

Configure POD.ID

Cisco provided variables are predefined, but for POD.ID, the maximum length should be set to 120.

You can modify the variables only if you have the edit access.

Populate the value in the script with multiple attributes in a key-value pair format. Each key-value pair is seperated with a semi-colon. The following table displays the supported attributes:

Table 1. Variables and their descriptions

Attribute

Description

Applicable

cc_CustomerId

Unique ID for a customer across multiple channels

Chat and Email surveys for Digital Channels

Email

Email ID of the caller for Email surveys

Email survey for voice channel

Mobile

Phone number for SMS surveys

SMS survey for voice channel

cc_language

Language of the survey

For the list of supported languages, refer to the Webex Experience Management documentation at https://xm.webex.com/docs/user/getting-help/#cloudcherry-language-support

Email, SMS, and Voice surveys for voice channel

Optin

Whether to opt in or opt out of the survey

Email, SMS, and Voice surveys for voice channel

Example: cc_CustomerId=xxx;Email=xx;Mobile=xxx;cc_langauge=xxx;Optin=yes/no

For more information on Expanded Call Context Variables, see the chapter Expanded Call Variables in the Cisco Packaged Contact Center Enterprise Administration and Configuration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-maintenance-guides-list.html.

You can also configure POD.ID from CVP Call Studio. For more information, refer to the topic Configure Call Studio App Data Format in Cisco Packaged Contact Center Enterprise Administration and Configuration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-maintenance-guides-list.html.

Upload Audio Files for Questions in Experience Management

Experience Management allows you to upload the audio files for post call survey.


Note

To run post-call voice survey, you must either configure Text-To-Speech(TTS) in the voice browser or upload audio prompts in Experience Management.

Create and configure the questionnaires in Experience Management for sending IVR surveys to the customer. For more information on Experience Management, refer to https://xm.webex.com/docs/ccoverview/

For more information on how to create and modify the questionnaires, refer to https://xm.webex.com/docs/cxsetup/questionnaires/.

Configure Dialed Number and Call Type

Procedure

Step 1

In Unified CCE Administration, navigate to Overview > Call Settings > Route Settings > Call Types.

Step 2

Click New to open the Call Type window.

Step 3

Enter the Name of the Call Type for Experience Management survey.

Step 4

Click Save You will be re-directed to the List window and the confirmation message is displayed.

Step 5

Navigate to Overview > Call Settings > Route Settings > Dialed Numbers.

Step 6

Click New and complete the following fields:

Field Required? Description

Dialed Number String

Yes

This value is used to route the call.

Description

No

Enter a maximum of 255 characters to describe the dialed number string.

Department

No

(Yes for departmental administrators)

A departmental administrator must select one department from the pop-up list to associate with this dialed number. The list shows all this administrator's departments.

When a departmental administrator selects a department for the dialed number, the pop-up list for call type includes global call types and call types in the same department as the dialed number.

A global administrator can leave this field as Global (the default), which sets the dialed number as global (belonging to no departments). A global administrator can also select a department for this Dialed Number.

When an administrator changes the department, selections for call type are cleared if the selections do not belong to the new department or the global department.

Site

Yes

The Site field displays Main by default for Packaged CCE 2000 Agents deployment.

For Packaged CCE 4000 Agents and 12000 Agents deployments, Site is a mandatory field and has no default value.

To add a site:

  1. Click the magnifying glass icon to display the list of sites.

  2. Select the site.

Peripheral Set

Yes

This field is available only in Packaged CCE 4000 Agents and 12000 Agents deployments.

To add a peripheral set:

  1. Click the magnifying glass icon to display the list of peripheral sets configured for the selected Site.

  2. Select the peripheral set.

Routing Type

Yes

From the drop-down menu, select External Voice.

These calls are referred to as external because they typically come from outside of the enterprise through a gateway. External Voice is the selection for calls that come in from customers and must be answered by agents or sent to the VRU.

Media Routing Domain

Yes

The Media Routing Domain associated with the dialed number.

The selection of Routing Type determines what appears in this field. Because the Routing Type is External Voice, the Media Routing Domain is always Cisco_Voice.

Call Type

Yes

Click on the magnifying glass icon. From the Select Call Type pop-up window, enter or select the call type you created in step 3.

Associating a dialed number with a call type ensures appropriate routing and affects reporting.

Ringtone Media File

No

This field appears when the Routing Type is External Voice.

Enter file name of the custom ringtone for the user-defined Dialed Numbers, a maximum of 256 characters without any spaces.

Step 7

Click Save. You will be re-directed to the List window and the confirmation message is displayed.

Step 8

To create the PCS dialed number refer topic, Configure Packaged CCE for Post Call Survey.

Associate Survey to Call Type in Unified CCE Admin

You can associate the Call Type to the survey only if you have added Cloud Connect in the Inventory page and configured the survey in Webex Experience Management portal.


Note

Only one survey can be associated to a Call Type.

Procedure

Step 1

In Unified CCE Administration, navigate to Overview > Call Settings > Route Settings > Call Types.

The list of all the Call Types are displayed.

Step 2

Click on the Call Type which you want to associate to the Survey. Associate the survey with the last call type before the call is first connected to an agent.

Step 3

Select the Enable Experience Management check box to associate the Webex Experience Management survey.

The Experience Management tab is enabled with the following options:

  • Inline Survey (post-call voice survey)

  • Deferred Survey (post-call Email and SMS survey)

Step 4

Click on the magnifying glass icon, and the configured surveys will be populated in the pop-up window.

Step 5

Select the survey from the pop-up window and click Save.