You can control what contacts are displayed by selecting a 'Show' option from the drop-down at the top right of the title bar.

Show Unread—All contacts captured by SocialMiner are initially in the Unread state.

Show Reserved—These contacts have been reserved by an agent, but activity on these contacts is not yet complete (they are not yet discarded or handled).

Show Drafts—These Twitter and Facebook social contacts have had a draft reply saved, but the reply has not yet been sent.

Show Handled—These contacts have been handled by an agent.

Show Discarded—These contacts have been discarded either by an agent because they do not require a response or by the system (see System Changes to Contact States). Discarded contacts remain in the system until the next purge. (Administrators can find the total number of system-discarded chat or callback contacts using the Serviceability API.)

Show Queued—These contacts have been routed for external handling and are not editable in the SocialMiner interface.

The list of contacts updates immediately when you change the state of a contact (but it can take up to four seconds for the change to update the database). The name of the last user to change a state appears next to the contact as soon as the change occurs.

When a user hovers over the contact state indicator, a tool tip opens to say why the contact is in that state (except for contacts in the Unread state).

State selection is retained by a cookie and saved in the browser. This means that when an agent selects to show contacts of a particular state and then closes the campaign or signs out, only contacts in that state appear the next time that agent opens the campaign in that browser. To see contacts that are in other states, select a different Show option.

System Changes to Contact States

The tool tips displayed when a user hovers over these contact state indicators describe the situation that caused the system to put the social contacts into this state. For example, callback social contacts that were successfully cancelled will display the tool tip "Callback was successfully cancelled" when you hover over them.

SocialMiner sets email contacts to Discarded when

• The folder on the Exchange server that contains the customer email is deleted.

• The customer email is deleted from the Exchange server.

• The feed on which the reply came in is deleted.

A contact state can be changed by any user by clicking the contact state button. The name of the last user to change a state appears next to the contact as soon as the change occurs: for example, Discarded: User2.

State changing can be done by different agents. For example, Agent1 can reserve a social contact, and Agent2 can handle it.

To change the state of a contact, click the button to select the state for your intended action.

• Reply—Select this to respond to a contact. For Twitter and Facebook social contacts, and for Chat contacts that come in on a feed that has the Cisco Chat reply template assigned, selecting this state opens the reply template. The contact transitions to the Draft (if Save Draft is selected) or Handled state and appears on the appropriate list.

  For Chat contacts that come in on a feed that has the Cisco Multi-Session Chat reply template assigned, the reply template does not open.

• Draft—Select this to display the draft response, edit it, and send it.

• Handle—Select this to move the contact directly to the Show Handled list.

• Discard—Select this to move the contact directly to the Show Discarded list.

Note	The Show list updates immediately when you change the state of a contact.

Real-time synchronization: If one agent changes the state of a contact, other agents working in that campaign see the change within a few seconds.

To undo a state change: show the list for that state, locate the contact, and click the button again to reverse the state.

For example, here is what you would do if you set a contact to Handled and then change your mind about handling it.

• Select Show Handled.

• Locate that contact.

• Click the Handle button. This removes the contact from the Show Handled list immediately. The contact is returned to the Show Unread list within a few seconds.

The state of a contact is universal across the SocialMiner system. For example, if one user handles a contact, the contact appears as handled in the browser interface for all other users. This also occurs if the contact appears in multiple campaigns.

Note

When a chat session ends, the state change buttons for the social contact become inactive and are grayed out. Contacts in the Queued state are not editable in the SocialMiner interface, therefore the state change buttons for those contacts are grayed out too. Additionally, for Queued contacts, you do not have the option to add tags to them (although you can remove tags from them).

Tags are labels that allow you to categorize contacts, to track workflow, and to set up notifications. For example, all social contacts that mention billing concerns could be tagged with Billing. You could then set up notifications to email social contacts with that tag to Customer Service. Use the Settings page to filter the list of contacts to show only those contacts with a particular tag.

Note	Contacts in the queued state are not editable from the SocialMiner user interface. You cannot add tags to them, although you can remove tags from them in this state.

Adding Tags

The Tag text field, a Tag button, and suggested tags are visible when you hover the cursor over a contact.

To add a tag to a contact, enter text in the tag text field and press Enter or click Tag. You can add a maximum of twenty tags to a contact.

You can also use Automatic tagging on the Feeds panel to specify up to ten tags that are applied to new contacts as they are retrieved for a feed.

The most commonly used tags for the campaign appear as 'suggested tags' links to the right of the Tag button. These suggestions provide one-click tagging for commonly used tags. To add one or more suggested tags to the contact, select the link for the suggested tag. The suggestions are specific to the campaign (not to the entire SocialMiner system) and are only updated on a refresh.

Click Refresh to see new suggested tags. If the contact is already tagged with a suggested tag, that tag does not appear on the list of suggested tags.

Real-time synchronization

If one agent adds or deletes a tag for a contact, other agents working in that campaign see the addition or deletion immediately.

Tips for tagging

• Tags are not case sensitive (Cisco and cisco are the same tag).

• Multiple tags must be separated by commas. For example, type the following into the tag text area--Cisco, TelePresence, Cisco TelePresence. Then click Tag to create these three tags:

  • Cisco

  • TelePresence

  • Cisco TelePresence

• Do not use quotation marks around tags; use commas to separate them. If you type quotation marks, they become part of the tag.

Removing Tags

To remove a tag from a social contact, select the small, gray x at the right of the tag name.

When a customer submits a chat form, a new social contact opens in the chat campaign and the customer waits for an agent. The agent who selects the Reply icon for that social contact launches the chat reply template and enters into a dialogue with the customer.

A small lock icon appears at the bottom of the Home tab (and on the chat reply template) to indicate the status of the eventing and chat connection. The lock displays as locked if the connection is secure and as unlocked if the connection is not secure. The lock is grayed out if there is no connection.

Note	For a chat to occur, there must be at least one SocialMiner chat feed configured and the feed must be added to a campaign.

The agent types in the text-entry area and presses Enter.

The customer sees the agent's message and enters a response.

To Reply to a Chat Using the Cisco Chat Reply Template

1. Select a chat social contact. Select the Reply icon. The chat interface opens to show the customer's name and any extension field data in the left panel.

2. Type a remark in the lower right panel and press Enter to begin the dialog.

There are multiple ways to reply to a Twitter social contact.

• Direct-message the author of the tweet.

• Create an "@" reply that is viewable to everyone on Twitter.

• Retweet (repost or forward) the tweet.

To Reply to a Tweet Using the Cisco Twitter Reply Template

Note	Either a Twitter account, search, or stream feed needs to be configured for the Twitter reply template to work properly.

1. Select a Twitter social contact and select the Reply icon . The Cisco Twitter template opens with the following elements:

   • A link to the tweet you are responding to.

   • A picture, the userid and handle, and a description of the tweet author.

   • A link to the Twitter page of the tweet author.

   • A display of the number of followers for the tweet author.

   • An Account drop-down menu. Select the Twitter account from which you are replying. All Twitter accounts configured on this system appear in the drop-down menu.

     Once the account is selected, the system checks the Follow status of the intended recipient. If the account is not already following the recipient, you can click the Follow button to begin following.

   • The conversation history of the social contact is listed and includes the handle of the tweet author, an indicator of the time elapsed since each tweet was posted, and the text of the tweet itself. You can reply, re-tweet, or send a direct message to any tweet in the conversation.

   • Reply icons. Click either Reply, Retweet, or Direct Message. A pop-up dialog appears where you can enter your message. Note: You can only direct message a Twitter user if the intended recipient is following you. Replies and re-tweets are posted to the time line of the Twitter account. A direct message is sent directly to the author of the tweet.

   • Enter your reply in the text box of the pop-up dialog. Text input is limited to 140 characters. The current character count is listed at the upper right of the text box.
   • If a chat invitation feed has been defined for the campaign, an Insert Chat Invitation button appears in the bottom right corner of the reply template. An agent can click on this button to send a URL that the customer can select to initiate a chat with the agent.

2. Click Tweet, Retweet, or Send to send the response (depending on the type of reply selected). Or, for replies and direct messages, click Save Draft to save the response for review and then send it later. If you save a draft message, it is marked as Draft and can be found under the Show Drafts menu. Once the response has been sent, the social contact is marked as Handled.

Note	The reply template is customizable. The instructions above pertain to the default Cisco Twitter template. If your administrator has provided a custom reply template, the steps for replying may differ.

Configure the feed to use the Cisco Facebook reply template to respond directly to the fan page from SocialMiner.

Note	If you reply to a Facebook comment, the reply appears in Facebook as a reply to the original post rather than as a reply to the comment. You can Reply, Like or Comment on a post only if you are the authorized administrator of the respective fan page.

To Reply to a Facebook Fan Page

1. Select a Facebook social contact. Select the Reply icon .

   The Cisco Facebook Reply form opens with the following elements:

   • The link to the Facebook page.

   • The Facebook picture of the person who posted or commented on the page.

   • The Facebook name of the person who posted or commented on the page.

   • The elapsed time since the post or comment was made.

   • The text of the post or comment.

   • A Like/Unlike indicator. (If you have never replied, or if you have previously replied with an Unlike, the template shows Like. If you have previously replied with Like, the template shows Unlike. You can reply without selecting Like or Unlike.)

   • A text area for your comment.

   • Send and Save Draft buttons.

   • If a chat invitation feed has been defined for the campaign, an Insert Chat Invitation button appears. An agent can click on this button to send a URL that the customer can select to initiate a chat social contact with the agent.

   • A Cancel button.

2. Click Send to send the reply or click Save Draft to save the response for review and then send it later. If you save a draft message, it is marked as Draft and can be found under the Show Drafts menu. Once the response has been sent, the social contact is marked as Handled.

Note	The instructions above pertain to the default Cisco Facebook reply template. If your SocialMiner Administrator has created and configured a custom reply template for Facebook, the steps for replying may differ.

You cannot reply directly to a social contact from an RSS feed. You can, however, tag the RSS contact and set notifications so that an agent receives an email or an Instant Message for the social contact.

You cannot reply directly to callback contacts.

When a customer submits a request for a callback (for example, they click on a "Call me" button), a new social contact is created in SocialMiner and a notification is sent to Unified Contact Center Enterprise (Unified CCE) requesting that a return call be placed.

The reply to the contact is the return phone call initiated by Unified CCE.

You cannot reply directly to an email contact from SocialMiner.

When a customer sends an email message, a social contact is created in SocialMiner and a notification is sent to Unified Contact Center Express (Unified CCX). The Finesse agent desktop in Unified CCX is used to reply to the email contact.

The default chat alias value "Agent" can be changed to a string of up to 40 characters (stored in the browser as a cookie). Agents use this value to define how they will be identified to users.

When using a Firefox browser, the chat interface supports accessibility by using the JAWS 'highlighted text' functionality. With JAWS configured to read highlighted text and Accessibility mode enabled, incoming chat messages and other events are highlighted briefly so JAWS can announce them. Note that the "Enable Accessibility for Agent Chat (Firefox only):" checkbox only appears when you sign in using a Firefox browser.

Check or uncheck the checkbox to enable or disable the Accessibility feature in the agent chat interface.

The Bayesian filter is a trainable filtering technology based on a Bayesian statistical probability model. Bayesian filters are not pre-programmed or configured with business rules. You must apply a Bayesian filter to a campaign and then train the filter to recognize the content of "good" contacts. When training a Bayesian filter, you have the option to "train in" or "train out" each contact in a campaign. After a sufficient amount of training, the filter begins to exclude unwanted contacts from a campaign. You must add a Bayesian filter before you can train it.

Bayesian filters can be trained for many different uses.

• A filter can take a broad keyword search and narrow the results down to the posts related to a specific brand. For example, a search for "Finesse" could return posts about hair products, Cisco software, and a move in the card game bridge. If the purpose of the campaign is to capture posts about the Cisco Finesse, a Bayesian filter can be trained to exclude the social contacts about hair care and playing bridge.
• A filter can be trained to look for social contacts with negative sentiment or positive sentiment.
• Filters can also be trained to include or exclude social contacts written in specific languages.

When training a filter, it includes the complete text of the post—not just certain keywords. Therefore it offers much more sophisticated filtering capability than a keyword exclusion approach to filtering.

You can train a Bayesian filter using any campaign. If you have added a Bayesian filter, you can select it on the Settings page to activate training mode (the default selection is None). To deactivate training, reselect None.

Selecting a Bayesian filter enables filter training and changes the campaign display on the Home tab to show the name of the filter at the top left and to show Plus (+) and Minus (-) training buttons for each social contact .

• Click + to 'train in' the social contact (indicating that this is the type of contact you would like the filter to keep in the campaign).

• Click - to 'train out' the social contact (indicating that this is the type of contact you would like the filter to reject).

Training settings are user-specific. Your changes do not impact what others see for the campaign.

The training does not impact the campaign until you edit the campaign and move the filter from Available to Selected.

Create a test campaign that mirrors an existing 'in production' campaign. Add several feeds to the test campaign (some that you know will have relevant posts and some with irrelevant posts). Create the filter and set the test campaign to training mode. The more you train the filter, the better the filter will perform. It is important to do a significant amount of training before applying your filter to the production campaign.