Cisco Cisco IP Contact Center Release 4.6.1 Leaflet
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Cisco Unified Contact Center Enterprise 7.5 SRND
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Cisco Unified Expert Advisor Option
Last revised on: May 06, 2010
Note
Cisco recommends that you read the entire chapter if you intend to deploy Cisco Unified Expert Advisor
in your system. Unless otherwise noted, all information in this chapter refers to Cisco Unified Expert
Advisor Release 7.6(1).
in your system. Unless otherwise noted, all information in this chapter refers to Cisco Unified Expert
Advisor Release 7.6(1).
Cisco Unified Expert Advisor is an optional component in a Unified ICM deployment, first introduced
with Cisco Unified ICM Release 7.2(3). It allows calls to be routed to expert advisors in addition to
traditional contact center agents. An expert advisor differs from a traditional agent most notably in the
fact that it is not the expert’s main job to answer the phone. The expert advisor is a part of the enterprise
but usually not a part of the call center. However, the expert advisor has an expertise that may be tapped
by traditional agents or tapped directly by callers into the contact center. Thus, the company may develop
a business model that allows the call center to reach into the enterprise in order to involve specifically
designated expert advisors.
with Cisco Unified ICM Release 7.2(3). It allows calls to be routed to expert advisors in addition to
traditional contact center agents. An expert advisor differs from a traditional agent most notably in the
fact that it is not the expert’s main job to answer the phone. The expert advisor is a part of the enterprise
but usually not a part of the call center. However, the expert advisor has an expertise that may be tapped
by traditional agents or tapped directly by callers into the contact center. Thus, the company may develop
a business model that allows the call center to reach into the enterprise in order to involve specifically
designated expert advisors.
Two general use cases are addressed, leading to somewhat different call flows. In the first case, advisors
are never targeted for direct interaction with inbound callers. They are involved only by those traditional
agents who have already received calls and who wish to consult an advisor. The agent may consult and,
if the company's business practices permit it, conference or transfer to the advisor. In this way, experts
within the enterprise are brought into the contact center interaction. Such involvement might be useful
in order to increase the percentage of first-call resolutions.
are never targeted for direct interaction with inbound callers. They are involved only by those traditional
agents who have already received calls and who wish to consult an advisor. The agent may consult and,
if the company's business practices permit it, conference or transfer to the advisor. In this way, experts
within the enterprise are brought into the contact center interaction. Such involvement might be useful
in order to increase the percentage of first-call resolutions.
The second use case bypasses the traditional contact center completely and allows outside callers to
reach members of the enterprise directly. As with traditional contact centers, Unified Expert Advisor
uses various mechanisms to select the most appropriate advisor for a given inbound call, and the caller
may be queued until an advisor answers.
reach members of the enterprise directly. As with traditional contact centers, Unified Expert Advisor
uses various mechanisms to select the most appropriate advisor for a given inbound call, and the caller
may be queued until an advisor answers.
This chapter provides guidelines on deploying Unified Expert Advisor in the context of Cisco Unified
ICM technology and other solution components.
ICM technology and other solution components.
For more details about Unified Expert Advisor, refer to the Cisco Unified Expert Advisor product
documentation available at
documentation available at
.