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.
SocialMiner as a third-party DSN, use a standalone CUIC server with a premium
There are two main
categories of reports:
- Campaign Reports—These
metrics provide an indication of the total posting volume by customers as well
as responsiveness to customers. These are what could be described as "customer
- Agent Reports—These metrics
provide an indication of agent productivity. These metrics could be used to
evaluate agent speed or they could be used to measure total workload.
The CUIC templates
for SocialMiner are available for download here:
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
apply to the abbreviations in the image above:
- ASR—Average Speed of
Reserved. For contacts that were Reserved, this is the average time between
capture by SocialMiner and the time they are marked as reserved. This provides
an indication of how much time passes before someone first views the customer's
- ASA—Average Speed of
Answer. For contacts that were Handled, this is the average time between
capture by SocialMiner and the time they are marked handled. This provides an
indication of how of how much time passes before the customer gets a response.
- ASD—Average Speed of
Discard. For contacts that were Discarded, this is the average time between
capture by SocialMiner and the time they are marked discarded. This provides an
indication of how much time passes before someone chooses to discard the
"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.)
definitions apply to the abbreviations in the image above:
- AHT—Average Handle Time.
For contacts that were handled by this agent, this is the average time between
Reserved and Handled. This provides and indication of how much time it takes
this agent to respond to a contact.
- ADT—Average Discarded Time.
For contacts that were discarded by this agent, this is the average time
between Reserved and Discarded. This provides an indication of how much time it
takes this agent to discard a contact.
- ACT—Average Completed Time.
For contacts that were Handled or Discarded, this is the average time between
capture by SocialMiner and the first time they were marked Handled or
Discarded. This provides an indication of how of how much time it takes for
this agent to complete work for a contact.
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).
SQL Connection to the SocialMiner Reporting Database
Connection to the
SocialMiner Informix reporting database can be made through JDBC using the
following URL format:
- The reporting database
<port> is 1526.
- The <databasename> is
- The <informixserver>
name is based on the hostname of the server with _mmca append to the end of the
hostname. Also, replace any dashes ("-") in the hostname with underscores
- The content of
INFORMIXSERVER is the instance name. It must be lowercase.
- The database host can be
"socialminer" (all lowercase) and the instances must also be all
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:
authenticating, the informix username is always
"reportinguser" and the informix password is the password you
created in the Administration panel.