The Manage Feeds panel lets you view, delete, add, and edit feeds.

A feed is a stream of contacts coming from a single source. Setting up feeds is a foundational step for your SocialMiner system. (You need to configure at least one feed and add it to a campaign before you can start seeing contacts on your home page.)

SocialMiner uses a process called de-duplication to automatically remove duplicate contacts. For example, if a user configures several overlapping feeds that capture the same result, then SocialMiner does not capture the same contact twice. The de-duplication functionality relies on the unique URL of the post. Before SocialMiner creates a new contact in the data store, it verifies that the URL of that contact is not already in the data store.

Feed types are:

• Push—Use this feed type to create social contacts. For example, by using an HTML form or to submit the social contacts directly into the feed. (Only the SocialMiner Administrator sees Push as an option on the feed Type drop-down.)

• Chat—Use this feed type to create social contacts for chat. (Only the SocialMiner Administrator sees Chat as an option on the feed Type drop-down.)

• Callback—This feed type receives incoming callback requests from the Callback API and, provided they are properly tagged, triggers Connection to CCE notifications to forward the callback contact to CCE for routing to a contact center agent. (Only the SocialMiner Administrator sees Callback as an option on the feed Type drop-down.)

  Callback feeds are only used when SocialMiner is deployed with Unified CCE.

• Email—An IMAP email feed. You can view email feeds in the SocialMiner user interface. However, you cannot create a new email feed or modify an existing one. Email feeds are only used when SocialMiner is deployed with Unified CCX. In this integrated deployment, Unified CCX automatically creates email feeds as needed.

• Task— Use this feed type to submit incoming Task requests through the Task API. Task feeds are only used when SocialMiner is deployed with Unified CCE. If the feed is tagged properly, then the task contact is forwarded to Unified CCE for routing to a contact center agent through SocialMiner's CCE notification.

Icons are used as visual indicators to display the state of each feed. Hover the cursor over the icon to display a tool tip that explains the state.

• The feed is operating normally.

• Scheduled. This is a brief interim state. Feeds are normally in this state for a very short time.

• An error occurred. Hover over the error icon to display a tool tip with the error text.

• The feed has been created, but is not assigned to any campaigns.

• The status of the feed cannot be determined.

Contacts retrieved by feeds are time-limited by the number of days defined in the Purge Social Contacts older than (days) setting of the Purge Settings tool on the Administration tab. The default is to retain social contacts for 30 days.

If you change a feed (for example, to rename it, change the URL, or change the polling interval), you do not need to re-add it to the campaign.

The push feed allows you to "push" social contacts directly to SocialMiner through HTTPS GET or POST requests. A push feed is an interface for generating a social contact through a web form. For example, you might want to create a social contact to test the routing of email notifications. You might also want to create a social contact for a response to a feedback form on your website.

The SocialMiner Administrator can add, edit, and delete push feeds. Non-administrators can only see, use, and add push feeds to campaigns on the Configuration tab.

Configure a Push Feed

1. Access the Manage Feeds panel.
2. Click New.
3. Select Push as the feed type, then enter information in the following fields:
   1. Name
   2. Description
   3. Reply template—the reply template to be used for replying to social contacts obtained from this feed.
   4. Automatic tags—provide automatic tags for the feed.
4. Click Save to save the feed.
5. Select the saved push feed from the list of feeds to open it in edit mode. You see a Sample Code link which contains working HTML code containing the correct IP address and feed id values for the instance you are working on. It also displays the form fields you need to get from the user and some examples of optional fields you can include, such as tags and extension fields.

   In the following example, we use extension field 'Remarks'.

   
   <style type='text/css'>span { display: inline-block; width: 100px; }</style>
   <meta http-equiv="Content-Type" content="text/html; charset=utf-8">
   <form action='https://<ServerIP>:<Port>/ccp-webapp/ccp/pushfeed/117835' method='get'>
       <span>Title:</span>
        <input id='title' type='text' name='title' /><br/>
       <span>Author:</span>
        <input id='author' type='text' name='author' /><br/>
       <span>Description:</span>
        <input id='description' type='text' name='description' /><br/>
       <span>Tags:</span>
        <input id='tags' type='text' name='tags' /><br/>
       <span>Remarks:</span>
        <input id='remarks' type='text' name='extensionField_remarks' value='sample value' /><br>
       <input id='submit' type='submit' value='Submit'/>
   </form>
   

6. Copy the code from the sample code link and save it as HTML. Edit the fields; then click Submit on the HTML form.

The social contact will appear in the campaign that includes the push feed.

If the tags in the push feed code are associated with notification rules, the notifications will trigger immediately when the social contact is submitted.

You can have multiple independent push feeds on one SocialMiner system.

The push feed must be associated with a campaign in order to activate. Create a test campaign prior to testing your push feed.

A chat feed is a variation of a push feed that contains sample HTML code for the fields a customer sees in a click-to-chat request form. When the customer clicks on a chat button and submits the form, a social contact is created and added to the campaign for the chat feed. SocialMiner displays a welcome screen, sets up a chat session for that social contact, and logs the user represented by that social contact into the chat session.

The SocialMiner Administrator can add, edit, search, and delete chat feeds as well as set the values for the chat join and chat inactivity timeouts. These values are set on a feed-by-feed basis.

Users can see, use, and add chat feeds to campaigns on the Configuration tab.

You cannot configure a chat feed from the SocialMiner user interface. Unified CCX automatically creates chat feeds as required in an integrated deployment with SocialMiner and Finesse.

Note	If you use SocialMiner with Unified Contact Center Express (Unified CCX) for single or multi-session chat, you configure chat feeds in Unified CCX, not SocialMiner. For more information, see the Unified CCX documentation.

Configure a Chat Feed

1. Access the Manage Feeds panel.
2. Click New.
3. Select Chat as the feed type, then enter information in the following fields:

   1. Name

   2. Description

   3. Chat join timeout—define how long the system waits for an agent to join the chat during the setup process before sending the customer the chatAgentJoinTimeout message (see below).

   4. Chat inactivity timeout—define how long the system waits before automatically closing the chat session if there is no customer activity.

   5. Reply template—select Cisco Chat. The Cisco Multi-session chat option is only used when SocialMiner is deployed with Unified CCX and Cisco Finesse for multisession chat.

   6. Automatic tags—provide automatic tags for the feed.

4. Click Save.

5. Select the saved chat feed from the list of feeds to open it in edit mode.

6. Select the Sample Code link to open sample code that contains working HTML with the form fields you need to make the POST request for the chat feed.

7. Save the code from the Sample Code link locally and modify it as needed.

   For example:

   Replace "./img/ciscoLogoColor.p ng" with the location of your own logo and replace the default extensionField_chatError and extensionField_chatWaiting text strings with the messages you want the customer to see for each circumstance.

8. Add the HTML to your website.
   • The HTML code from the Sample Code link includes the SocialMiner server IP address and feed ID (100045 in the following example). If you have multiple chat feeds, the Feed ID will be different for each one; be sure to copy the sample code from the correct chat feed.
   • The code also contains form fields: Title, Author, Description, Tags, and three extension fields.
   • In general, extension fields are a collection of custom name/value pairs that can be added to social contacts and are subsequently displayed in the Agent Chat user interface. For example, a 'Remarks' extension field appears in the sample form below. The name of the field and the value entered by the customer are added to the social contact and are displayed to the agent.
   • Four hidden extension fields are special extension fields used to customize the customer chat user interface - they are not added to the social contact and therefore are not displayed in the agent chat user interface.
     • extensionField_chatAgentJoinTimeOut
     • extensionField_chatError
     • extensionField_chatLogo
     • extensionField_chatWaiting

During the chat setup process, if no agent responds before the chat join timeout, the customer is sent a message (defined in extensionField_chatAgentJoinTimeout) indicating that they can continue waiting or try again later.

Note	Users must localize the messages they insert in the sample form in order for it to appear appropriately in their customer chat interface. For localization into languages that use characters outside the ASCII set, the characters need to be encoded into HTML character references to avoid corruption.

The sample code also includes a Submit button.

Here is an example of the SocialMiner code for a chat feed. This example is for illustration purposes only - do not copy and paste from this example as the server address and feed ID will not be appropriate for your instance. Always use the code from the Sample Code link.

<style type='text/css'>span { display: inline-block; width: 100px; }</style>
<meta http-equiv="Content-Type" content="text/html; charset=utf-8">
<form action='https://<SocialMinerServer>/ccp/chat/form/100045' method='post'>
  <span>Title:</span>
    <input type='text' name='title' /><br/>
  <span>Author:</span>
    <input type='text' name='author' /><br/>
  <span>Description:</span>
    <input type='text' name='description' /><br/>
  <span>Tags:</span>
    <input type='text' name='tags' /><br/>
  <span>Remarks:</span>
    <input type='text' name='extensionField_remarks' value='sample value' /><br>
  <input type='submit' value='Submit'/>
  <input type="hidden" name="extensionField_chatLogo" value="./img/ciscoLogoColor.png">
  <input type="hidden" name="extensionField_chatWaiting" value=
   "Welcome, please wait while we connect you with a customer care representative.">
  <input type="hidden" name="extensionField_chatAgentJoinTimeOut" value=
   "All customer care representatives are busy assisting other clients. 
    Please continue to wait or try again later.">
  <input type="hidden" name="extensionField_chatError" value=
   "Sorry, the chat service is currently not available. Please try again later.">
</form>

<style type='text/css'>span { display: inline-block; width: 100px; }</style>
<meta http-equiv="Content-Type" content="text/html; charset=utf-8">
<form action='https://<SocialMinerServer>/ccp/chat/form/100045' method='post'>
  <span>Title:</span>
    <input type='text' name='title' /><br/>
  <span>Author:</span>
    <input type='text' name='author' /><br/>
  <span>Description:</span>
    <input type='text' name='description' /><br/>
  <span>Tags:</span>
    <input type='text' name='tags' /><br/>
  <span>Remarks:</span>
    <input type='text' name='extensionField_remarks' value='sample value' /><br>
  <input type='submit' value='Submit'/>
  <input type="hidden" name="extensionField_chatLogo" value="./img/ciscoLogoColor.png">
  <input type="hidden" name="extensionField_chatWaiting" value=
   "Welcome, please wait while we connect you with a customer care representative.">
  <input type="hidden" name="extensionField_chatAgentJoinTimeOut" value=
   "All customer care representatives are busy assisting other clients. 
    Please continue to wait or try again later.">
  <input type="hidden" name="extensionField_chatError" value=
   "Sorry, the chat service is not available. Please try again later.">
</form>

When a user completes and submits the form, a URL to the new social contact is returned. The user sees an interface with the welcome message.

If no agent picks up the chat before the first timeout, the message changes to indicate no agent is available.

If the system reaches the second timeout before an agent picks up the chat, the user receives the chat error message.

Modify the Sample Code for a Chat Feed

You can modify the content within the span tags and add more extension fields. You cannot delete the title or author.

Example of a Modified Form

In this modified form, the label for "Title" was changed to "My Issue". The label for "Author" was changed to "My Name". "Description" was removed. The "Remarks" extension field was removed, and three extension fields were added: "My Preferred Language", "My Phone", and "My Email".

<style type='text/css'>span { display: inline-block; width: 100px; }</style>
<meta http-equiv="Content-Type" content="text/html; charset=utf-8">
<form action='https://<ServerIP>:<Port>/ccp/chat/form/100051' method='post'>
   <span>My Issue:</span>
     <input type='text' name='title' /><br/>
   <span>My Name:</span>
     <input type='text' name='author' /><br/>
   <span>Tags:</span>
     <input type='text' name='tags' /><br/>
   <span>My Preferred Language:</span>
     <input type='text' name='extensionField_language’ value='enter language' /><br>
   <span>My Phone:</span>
     <input type='text' name='extensionField_phone’ value='enter phone number' /><br>
   <span>My Email:</span>
     <input type='text'name='extensionField_email’ value='enter email address' /><br>
   <input type='submit' value='Submit'/>
</form>

A callback feed allows callback applications to submit customer requests to CCE for a return phone call (a callback) from a contact center agent.

The SocialMiner Administrator can add, edit, and delete callback feeds. Non-administrators can see callback feeds on the Configuration tab and add them to campaigns.

Before creating an agent request with the Callback API , you must have a Callback feed assigned to a campaign and a 'Connection to CCE' notification set up with a tag that matches the tag defined in this feed.

Configure a Callback Feed

1. Access the Manage Feeds panel.
2. Click New.
3. Select Callback as the feed type, then enter information in the following fields:
   1. Name
   2. Description
   3. Automatic tags—Configure the feed to automatically tag all callback requests that come in on that feed. This tag must match the tag on the Connection to CCE notification in order to trigger the notification.

   Reply template automatically defaults to "No reply template".

4. Click Save to save the feed.

You cannot configure an email feed from the SocialMiner user interface. Unified CCX automatically creates email feeds as required in an integrated deployment with SocialMiner and Finesse.

A Task feed allows applications to submit multichannel customer requests to CCE to be routed to contact center agents.

The SocialMiner Administrator can add, edit, and delete Task feeds. Nonadministrators can see Task feeds on the Configuration tab and add them to campaigns.

A default Task feed, campaign, Connection to CCE notification, and tag are created automatically when you add SocialMiner as an External Machine in the Unified CCE Administration System Inventory tool. If the default Task feed, campaign, and notification have already been configured, they are updated to ensure that the feed is associated with a campaign and a Connection to CCE notification, and that the tags match.

Configure a Task Feed

1. Access the Manage Feeds panel.
2. Click New.
3. Select Task as the feed type, then enter information in the following fields:
   1. Name
   2. Description
   3. Automatic tags—Configure the feed to automatically tag all requests that come in on that feed. This tag must match the tag on the Connection to CCE notification in order to trigger the notification.

   Reply template automatically defaults to "No reply template".

4. Click Save to save the feed.

The Manage Campaigns panel on the Configuration tab lists campaigns and shows the name, the number of contacts that match this campaign, and a description.

You must create at least one campaign and select at least one feed for that campaign before you see any contacts on the Home tab.

Campaigns group contacts for handling by the customer care team. Contacts are included in a campaign when one or more feeds are selected to be part of the campaign. When a feed becomes part of a campaign, new contacts that arrive on that feed are immediately added to the campaign and appear on the Home tab.

This list updates in real time (but depends on the configured polling interval of the campaign). For example, it updates when another user adds a new campaign to the system.

Results are updated every 10 seconds. The results number is bold if additional results were recently obtained.

Campaigns can also have filters that are used to narrow or modify the contacts that are included in the campaign.

Contacts can be discarded, but they are not actually removed from a campaign until they are purged or the campaign is deleted.

The Manage Reply Templates panel in the Administration tab lists all available reply templates.

Only the Administrator (the application user created during installation) can access the Manage Reply Templates panel.

The panel lists the system-defined and the custom reply templates (the custom templates show both their name and URL).

There are three system-defined reply templates that cannot be edited or deleted.

• Cisco Chat is the default template for both standalone SocialMiner and Unified CCX single-session chat feeds. This template opens the chat session for the agent and displays a message to the user indicating that the agent has joined.

• Cisco Email is the default template for Unified CCX email. You cannot use this template in a standalone SocialMiner deployment.

• Cisco Multi-session Chat is the default template for Unified CCX multi-session chat. You cannot use this reply template in a standalone SocialMiner deployment.

Custom templates

The SocialMiner Administrator can develop custom reply templates and use them for Push feeds (but not for chat or email feeds).

See below for information on adding custom reply templates.

Once added, selecting the reply template name allows you to edit the name and URL. Select the checkbox to the left of one or more custom template names and click Delete to delete the reply template.

Reply templates must conform to the OpenSocial standard. Some tips for converting existing HTML pages into OpenSocial standard can be found here.

After you have created your reply template, host it on a webserver that is accessible by SocialMiner and use the Reply Template panel to provide a name for the reply template and its location.

The Manage Filters panel on the Configuration tab shows the name, type, and a description for each filter that you have created. An icon next to each filter shows its current state.

A filter modifies and takes action on contacts as they enter the system and before they appear on the Home tab, allowing the customer care team to focus on the most actionable contacts.

Filters are run against contacts as they enter a campaign; they do not run retroactively against contacts that are already in a campaign.

Context Service Integration filters are added to a campaign created from Unified CCX. Manual filters cannot be added in the Unified CCX deployment.

You create filters in the Manage Filters panel and then apply them to campaigns in the Edit Campaign panel by moving them between the Available and Selected panels (similar to adding and removing feeds). SocialMiner allows a total of 20 filters, with a maximum of 10 filters to a campaign. Applying multiple filters to a campaign creates opportunities to layer filtering strategies to fine-tune results.

Note	When multiple filters are applied to a campaign, they are processed simultaneously. For this reason, you might have unexpected results for contacts that are processed by multiple filters.

Preinstalled Filters

Preinstalled filters are configured when you install SocialMiner and are managed by the SocialMiner application. The Context Service Integration filter is a preinstalled filter. You cannot delete or modify preinstalled filters.

Filter States

Icons are used as visual indicators to display the state of each filter. Hover the cursor over the icon to display a tooltip that explains the state.

• The filter is working properly.
• An error occurred in the uploaded script or the script filter violates SocialMiner security restrictions. Hover over the error icon to display a tooltip with the error text.
• The state of the filter cannot be determined (such as when the Runtime service is down) and during a brief interim state while SocialMiner checks the state of the filter (after which the icon changes to red or green).

Note	Cisco Support and the SocialMiner Forum on Cisco DevNet do not assist with Groovy script issues. Direct all troubleshooting requests to your script developer.

Deleting Filters

Select the check box to the left of one or more filter names and click Delete to delete the filter. A confirmation dialog box appears. Click OK to confirm deletion of the selected filter.

Adding and Editing Filters

SocialMiner supports three types of filters that are described below, along with instructions about how to add and edit each type of filter.

The Manage Notifications panel on the Administration tab lets you view, delete, edit, and add notification rules. You set up notification rules to send messages in reference to tagged contacts.

Note	Only the SocialMiner Administrator, who is the application user created during install time, can use the tools in the Manage Notifications panel.

The Manage Notifications panel shows the following information for all defined notification rules:

• Name—the name of the notification.

• Type—the type of notification.

• State—the status of the notification.

• Tags—the tag or tags that trigger the notification.

• Campaign—the campaign associated with this notification.

Icons are used as visual indicators to display the state of each notification. Hover the cursor over the icon to display a tool tip that explains why the notification is in the current state and the last time the state changed.

• The notification is operating normally.

• The notification is in an unknown state.

• An error occurred. Mouse over the error icon to display a tool tip with the error text.

• The limit of 40 incoming callback contacts per minute was reached; any additional contacts are discarded.

Administrators can add, edit, or delete notifications. See the section below for adding or editing notifications.

To delete a notification, select the checkbox next to the notification name and click Delete; then click OK in the confirmation window.

IM and Email Notifications do not accept replies. The intent is to notify only; not to open a dialog.

If a reply template is associated with the social contact for which the notification is sent, selecting the link in the IM or email opens the reply template for that social contact.