Cisco Cisco Unified Contact Center Enterprise 9.0(2) Leaflet
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Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 7 Cisco Unified Expert Advisor Option
Characteristics
user is created during installation, which is used internally to allow the various instances of Informix
to communicate with each other across the network. Neither the reporting users nor the Informix
user is authenticated through Active Directory.
to communicate with each other across the network. Neither the reporting users nor the Informix
user is authenticated through Active Directory.
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Active Directory
Unified Expert Advisor supports an SSL connection to Active Directory (AD).
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Self-signed certificates
Certificates are exchanged automatically among the three servers in a Unified Expert Advisor
cluster, so that they can communicate securely with each other via the ActiveMQ message bus as
well as for database replication purposes. Note that, as each server is added to the cluster, all the
previously added servers must be up and operational in order to exchange these certificates, or else
installation will fail.
cluster, so that they can communicate securely with each other via the ActiveMQ message bus as
well as for database replication purposes. Note that, as each server is added to the cluster, all the
previously added servers must be up and operational in order to exchange these certificates, or else
installation will fail.
•
Sensitive call data
Unified Expert Advisor has a concept of attributes, which hold any call-specific data. If certain
attributes contain sensitive information such as PIN codes or passwords, they can easily be
configured so that they are never written to any log file, never stored in the historical reporting
database, and/or never shown to expert advisors.
attributes contain sensitive information such as PIN codes or passwords, they can easily be
configured so that they are never written to any log file, never stored in the historical reporting
database, and/or never shown to expert advisors.
•
Intrusion protection
Unified Expert Advisor installs Cisco Security Agent 5.2 automatically with the product.
Note
Unified Expert Advisor does not yet support SIP over TLS, which includes call control activities as well
as instant messaging and presence interactions.
as instant messaging and presence interactions.
Reporting
Reporting with Unified Expert Advisor is accomplished by combining information collected by Unified
ICM with information collected by the Unified Expert Advisor Reporting Server. In general, Unified
ICM reporting is used to report on anything it would report on for a traditional ACD, whereas the Unified
Expert Advisor Reporting Server handles information that is specific to expert advisor operations.
ICM with information collected by the Unified Expert Advisor Reporting Server. In general, Unified
ICM reporting is used to report on anything it would report on for a traditional ACD, whereas the Unified
Expert Advisor Reporting Server handles information that is specific to expert advisor operations.
The Unified Expert Advisor Reporting Server contains an Informix IDS database that collects historical
information about assignment queues, expert advisors, and contacts. Sample reporting templates are
provided in order to produce historical reports that cover assignment queue activity, expert advisor
activity (including contact rejection rate), expert advisor presence statistics, contact detail information
for the period of time in which calls were under the control of Unified Expert Advisor, and media reports
indicating when voice and/or video were used. Two sets of templates are provided: one for Crystal
Reports and one for Cisco Unified Intelligence Center (Unified IC) Release 7.5(2) or later. Both sets
offer the same functionality. (Note that Cisco Unified Intelligence Suite does not offer specific support
for Unified Expert Advisor tables.)
information about assignment queues, expert advisors, and contacts. Sample reporting templates are
provided in order to produce historical reports that cover assignment queue activity, expert advisor
activity (including contact rejection rate), expert advisor presence statistics, contact detail information
for the period of time in which calls were under the control of Unified Expert Advisor, and media reports
indicating when voice and/or video were used. Two sets of templates are provided: one for Crystal
Reports and one for Cisco Unified Intelligence Center (Unified IC) Release 7.5(2) or later. Both sets
offer the same functionality. (Note that Cisco Unified Intelligence Suite does not offer specific support
for Unified Expert Advisor tables.)
In Unified ICM, skill group reports, service reports, agent reports, and agent skill group reports are all
available in both historical and real-time form. As mentioned previously, the Reporting Server is an
optional component of Unified Expert Advisor. If it is omitted, then only those reports offered by
Unified ICM will be available.
available in both historical and real-time form. As mentioned previously, the Reporting Server is an
optional component of Unified Expert Advisor. If it is omitted, then only those reports offered by
Unified ICM will be available.
The Unified Expert Advisor Reporting Server can retain about 8 days worth of data, assuming a full load
of 3000 logged in expert advisors, with each being a member of 10 assignment queues, and a sustained
rate of 2 calls per expert per hour. (See the chapter on
of 3000 logged in expert advisors, with each being a member of 10 assignment queues, and a sustained
rate of 2 calls per expert per hour. (See the chapter on