Integration of UCCX with Social Miner enables uccx agents to handle the chat request from customer. Topics covered: Configuration in UCCX Create Skill Assign Skill to Agent Create a Chat_CSQ Social Miner Configuration Chat System Parameter Chat Widget List Team Configuration in Social Miner Chat feed Campaign Notification Login in UCCX WeChat Web chat Page Load Agent Login Agent Accepting chat request Customer Chat webpage Loading chat webpage Chat initiation by customer Create Skill Logge din to the appadmin page of uccx. Go to subsystem-->rmrcm-->skill Click add new and enter the skill name Click Save Create a Chat_CSQ Go to subsystemchatChat contact service Queue Clicks add new button .Enter the CSQ name and Click Next. Select the skill and click add Set the minimum competency as required. Click save. Social Miner Configuration Go to subsystemchatSocial Miner Configuration Enter the social miner host name/IP, user name and password you used to logged in to the admin page of social miner. Keep other values by default. Click Save. You can see all status of thesocial miner green. Chat System Parameter Go to subsystemchatchat system parameter. No changes are required, keep the default value. Chat Widget List Go to subsystemchat Chat Widget List Click add Enter the webform name. Select the field you want to be appeared in the web form and moved under Selected fields column. Click next. Add the problem statement and the corresponding CSQ name which will handle those. Click Next. Webform review page will come. Click finish. XML code will appear, copy that code to a text document and save that document as html. In UCCX page click done . Team Go to subsystemchatteam Enter the Team name , select the supervisors, resources and csq for the team. Click Save. NOTE: Load Cisco Unified UCCX Serviceability Page. Go to ToolàContact Center Network Services. Make sure the Chat subsystem is In Service. Configuration in Social Miner Logged into the Social Miner using administrator and password you set during the installation. Chat feed GotoConfiguration CCX Chat Feed is automatically added under feed Campaign CCX Chat Campaign is automatically added under Campaign Notification GotoConfiguration CCX Chat Notification is automatically added under notification. Loading Web chat webpage Load the below URL which will be used by uccx agent to accept chat request. https://<fullyqulified host name> /agentdesktop/ Logged in using agent ID and password. Agent will show not_ready state after logged in. Change the status to ready state, so that agent will able to accept the chat request. Customer Chat webpage Double click the html page you created during Chat Widget List earlier and load the page. Enter the customer details and clicks submit. As soon as the customer click submit button , chat request will pop up in agent web-page. Agent will click on Accept button and all details will reflect on left side of the webpage. Hope this document will help you. regards, reena
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