Give your customers access to your ontact center agents via video when they are in website-initiated chat session. No need to install anything on the customer side.
Video Chat is an enhancement of the Expertflow chat framework. It provides a Web-RTC based, Plugin-free, HD quality video channel between contact center agents and your customers.
Browsers on both the customer and agent side must support the WebRTC protocol, which includes currently Chrome, Firefox, Opera and Android and iOS.
Configure whether the customer should be able to start a video session, or whether this feature should only be available on the agent's request (in case an agent is serving multiple chat sessions in parallel).
Customer Video Chat Web Widget
You can also make the widget visible only during certain business hours as defined by supervisors in business calendars.
Agent Video Chat Gadget
The agent-side video session runs inside a Finesse Gadget. An agent can see the new video call requests along with the filled-form values, or as an escalation of a normal chat.
Agents are selected with Mediarouting.
For an active video call, the gadget shows the screen containing the customer's video stream and the agent’s camera output.
Video Task Routing
Media Routing for CCX is a routing engine similar in functions to the UQ API for CCE and doesn’t require Cisco SocialMiner. The Engine integrates directly with UCCX APIs, Finesse REST APIs and XMPP.
MR Agent States For Video Chat/Call
- Ready for video chat/call (Agent is available for video chat/call)
- Not Ready for video chat/call (Agent is not available for video chat/call)
- Chatting/On Call (Agent is video chatting/calling with a customer)
Agent Selection For Video Chat/Call
To route a new video chat/call request, MR will
- Check the available agents (agents sitting in READY state for voice calls as well as for non-voice media).
- Based on agent the selection algorithm (longest available), select the next available agent
- Change the agent state to NOT_READY for voice calls (with a particular media reason)
- Route the media request
- Upon finishing the request handling, change the agent state back to READY (to make him available to receive voice calls again)
Web Based Configurations
Task Routing describes the system's ability to route requests from different media channels to any agents in a contact center. Agents can be configured as a member of a skill group or a precision queue in three different Media Routing Domain to handle voice, email and chat requests. You can design routing scripts to send requests to these agents based on business rules, regardless of the media. Agents signed into multiple MRDs may switch media on a task-by-task basis
CCE and Task Routing
CCE provides the following functionality as part of Task Routing:
- Processes the task request.
- Provides estimated wait time for the task request.
- Notifies SocialMiner when an agent has been selected.
- Routes the task request to an agent, using either skill group or precision queue based routing.
- Reports on contact center activity across media.
Socialminer( Required for CCE only)
For socialminer, please follow the specs as per below:
The solution can be deployed on Microsoft Windows Server 2012 R2. It also requires one Linux server for UCCX and two for UCCE deployments with below specs:
CentOS 7, 8GB RAM, 2MHz Dual core processor