The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Learn more about how Cisco is using Inclusive Language.
SocialMiner maintains metrics on social and callback contact volume and agent activities. These metrics are stored in an SQL database for up to 550 days. The reporting database can be accessed using any SQL reporting tool including Cisco Unified Intelligence Center (CUIC). Access to this database requires that you configure a reporting user in the SocialMiner system administration.
Note | To access SocialMiner as a third-party DSN, use a standalone CUIC server with a premium license. |
There are two main categories of reports:
The CUIC templates for SocialMiner are available for download here: https://software.cisco.com/download/release.html?mdfid=282163829&flowid=73207&softwareid=284697222&release=10.0.1&relind=AVAILABLE&rellifecycle=&reltype=latest. Choose your release from the menu on the left side of the page.
The following screen captures are examples of CUIC daily reports, each with different fields selected. The complete SocialMiner reporting database schema is documented in the SocialMiner Developer Guide.
These definitions apply to the abbreviations in the image above:
Note: "Discard" doesn't necessarily mean the post is disregarded. The distinction between "Discard" and "Handled" depends on how the agents are using SocialMiner. For example, they might mark posts that are read as "discarded" and posts that have been responded to as "handled". (In which case, discarded would simply mean that they were read.)
These definitions apply to the abbreviations in the image above:
This final example shows the fields related to the use of the chat invitation feature (when, for example, agents invite a customer to chat with them from a Twitter or Facebook reply template).
Connection to the SocialMiner Informix reporting database can be made through JDBC using the following URL format:
jdbc:informix-sqli://<hostname>:<port>/ <databasename>:INFORMIXSERVER =<informixserver>;user=<informixuser>; password=<informixpassword>;
Note | The UTF-8 character set must be used for CUIC to connect. |
For example, if your server's hostname is my-server.mycompany.com, then the INFORMIXSERVER name is my_server_mmca. The complete JDBC URL is:
jdbc:informix-sqli://my-server.mycompany.com:1526/ mmca_data:INFORMIXSERVER=my_server_mmca;user=reportinguser;password=<informixpassword>;
When authenticating, the informix username is always "reportinguser" and the informix password is the password you created in the Administration panel.