Cisco Unified Intelligence Suite

BRKDEV-1161

BRKDEV-1161 14594_04_2008_c2

© 2008 Cisco Systems, Inc. All rights reserved.

Cisco Public

2

© 2006, Cisco Systems, Inc. All rights reserved. Presentation_ID.scr

1

Agenda
Intelligence Suite Tour
Data Presentation Ad Hoc Reporting Access Control and Data Segmentation

Advanced Integration Tools
XSLT Templates RSS Feeds Widgets HTML Post Permalinks 3rd Party Data Integration

Roadmap
BRKDEV-1161 14594_04_2008_c2 © 2008 Cisco Systems, Inc. All rights reserved. Cisco Public

3

Overview and Concepts

BRKDEV-1161 14594_04_2008_c2

© 2008 Cisco Systems, Inc. All rights reserved.

Cisco Public

4

© 2006, Cisco Systems, Inc. All rights reserved. Presentation_ID.scr

2

Intelligence Suite
Optional advanced reporting platform Real-time and historical Dashboards, charts and grids Easy-to-use, wizard based interface Native ad hoc reporting, customization and adv filtering Highly customizable platform
User Groups and Access Control Data and Reports Application Features Thresholds and Drill Downs Time Zone Preference

Advanced integration tools
BRKDEV-1161 14594_04_2008_c2 © 2008 Cisco Systems, Inc. All rights reserved. Cisco Public

5

Intelligence Suite Components
Web Application Server
Intelligence Center MCS-7845 or equivalent * Supports 150+ concurrent reporting users Windows 2003 Standard Edition, IIS, .net 2.0 Advanced Integration Tools

Database Server
Archiver Database Server

Windows 2003 Enterprise, MSSQL Enterprise Framework for Plug-n-Play Connectors GEN-50-004* (Quad processor, dual core, 12GB RAM, Disk Arrays)

*Server Specifications Subject to Change
BRKDEV-1161 14594_04_2008_c2 © 2008 Cisco Systems, Inc. All rights reserved. Cisco Public

6

© 2006, Cisco Systems, Inc. All rights reserved. Presentation_ID.scr

3

Report Presentation Modes
Interactive Grid XSLT (static output) Charts, Gauges HMTL Post

BRKDEV-1161 14594_04_2008_c2

© 2008 Cisco Systems, Inc. All rights reserved.

Cisco Public

7

Defining New Reports

BRKDEV-1161 14594_04_2008_c2

© 2008 Cisco Systems, Inc. All rights reserved.

Cisco Public

8

© 2006, Cisco Systems, Inc. All rights reserved. Presentation_ID.scr

4

Dashboards
Collection of report objects in a single view Real Time and Historical, Tabular and Graphical Objects are independently updated Shared with users or groups

BRKDEV-1161 14594_04_2008_c2

© 2008 Cisco Systems, Inc. All rights reserved.

Cisco Public

9

Designing Dashboards

BRKDEV-1161 14594_04_2008_c2

© 2008 Cisco Systems, Inc. All rights reserved.

Cisco Public

10

© 2006, Cisco Systems, Inc. All rights reserved. Presentation_ID.scr

5

Report Access for Power Users
Advanced users have access to more features and filter dialogs Ad hoc reporting by exception

BRKDEV-1161 14594_04_2008_c2

© 2008 Cisco Systems, Inc. All rights reserved.

Cisco Public

11

Ad Hoc Reporting: Choosing Content

BRKDEV-1161 14594_04_2008_c2

© 2008 Cisco Systems, Inc. All rights reserved.

Cisco Public

12

© 2006, Cisco Systems, Inc. All rights reserved. Presentation_ID.scr

6

Security Center: Granting Privileges
Grant access for Users or User Groups on data and reports

Sally’s List of Available Call Type Reports

BRKDEV-1161 14594_04_2008_c2

© 2008 Cisco Systems, Inc. All rights reserved.

Cisco Public

13

Value Lists
Value lists are used to populate the list of values for filtering (Agents, Skills, Call Types) Filter lists are provided for all standard categories and new lists can be created and assigned to any field

BRKDEV-1161 14594_04_2008_c2

© 2008 Cisco Systems, Inc. All rights reserved.

Cisco Public

14

© 2006, Cisco Systems, Inc. All rights reserved. Presentation_ID.scr

7

Collections
Contain a subset of values from a Value List Controls the data available to users on reports
Value List Collection

BRKDEV-1161 14594_04_2008_c2

© 2008 Cisco Systems, Inc. All rights reserved.

Cisco Public

15

Segmenting Data with Collections
The supervisor will only see the data in the collection assigned to them.

Filter criteria dialog for the Call Type Real Time Report

BRKDEV-1161 14594_04_2008_c2

© 2008 Cisco Systems, Inc. All rights reserved.

Cisco Public

16

© 2006, Cisco Systems, Inc. All rights reserved. Presentation_ID.scr

8

Advanced Integration Tools

BRKDEV-1161 14594_04_2008_c2

© 2008 Cisco Systems, Inc. All rights reserved.

Cisco Public

17

Using XSLT Web Pages for Presentation
Build custom report layouts with eXtensible Style Language Templates (XSLT) Ability to use any backdrop or formatting for better presentation

BRKDEV-1161 14594_04_2008_c2

© 2008 Cisco Systems, Inc. All rights reserved.

Cisco Public

18

© 2006, Cisco Systems, Inc. All rights reserved. Presentation_ID.scr

9

Intelligence Suite Templates
Reports are stored in XML XSLT’s can be automatically generated for you or you can design your own Sample XSLT’s for every historical report Export reports and format in XSLT 3rd party tool (e.g. Stylus Studio)

BRKDEV-1161 14594_04_2008_c2

© 2008 Cisco Systems, Inc. All rights reserved.

Cisco Public

19

Advanced Integration Tools
Permalinks
Expose reports as URL’s which can be linked to from other web pages

Really Simple Syndication (RSS) Feeds
Format used to publish frequently updated information. CUIS can subscribe or publish feeds.

HTML Post
Frame other web pages and sites within CUIS

BRKDEV-1161 14594_04_2008_c2

© 2008 Cisco Systems, Inc. All rights reserved.

Cisco Public

20

© 2006, Cisco Systems, Inc. All rights reserved. Presentation_ID.scr

10

Advanced Integration Tools (Cont.)
Widgets
Code snippets that can be run in an HTML-based web page that provide access to favorite content

Multiple data source types:
Stored Procedures URL with Querystring parameters SQL Query RSS Feed

Linked Server support on Archiver
Link to other Cisco sources 3rd party data integration (WFM, CRM, QA databases)
BRKDEV-1161 14594_04_2008_c2 © 2008 Cisco Systems, Inc. All rights reserved. Cisco Public

21

Intelligence Suite Deployments
x Public Network
MIB Utility and SQL Server AS5400 Gateway MIB

x
Consolidated Interval andDetail level Reports Real Time and ½ hour rpts

Report directly from data sources or integrate 3rd party data into the Archiver Schema Connectors provide the ETL layer for data integration.
linked server stored procedure

Content Switch load balancer

meta data tables Scheduled tasks

BRKDEV-1161 14594_04_2008_c2

© 2008 Cisco Systems, Inc. All rights reserved.

Cisco Public

22

© 2006, Cisco Systems, Inc. All rights reserved. Presentation_ID.scr

11

Roadmap

BRKDEV-1161 14594_04_2008_c2

© 2008 Cisco Systems, Inc. All rights reserved.

Cisco Public

23

CUIS Roadmap
Connectors to Cisco products
CVP: Release 8 (Spring 2009) TBD: CUCM, Express, Multi-Channel, Expert Advisor, Unity

Trunk Group Statistics (TBD) Linux Support Services will be in demand for customization of the platform prior to Cisco providing these features Cisco Developer’s Network for EFT releases of connectors and templates

BRKDEV-1161 14594_04_2008_c2

© 2008 Cisco Systems, Inc. All rights reserved.

Cisco Public

24

© 2006, Cisco Systems, Inc. All rights reserved. Presentation_ID.scr

12

Unified Intelligence Suite Roadmap
JUL 2008 JAN 2009 JUL 2009 JAN 2010

AUG 2008
ICM/UCC 7.5 Release • General Availability for Intelligence Suite • English Language only • Configurable behavior for Skill Group Abandons

JAN 2009*
IntelSuite Localization CVP Connector and Templates Beta program for new templates and connectors
CM Connector and Templates Personal Line activity Who hung up first

JUL 2009*
• Webview replacement introduced • CUIS Web application, “Intelligence Center” replaces Webview • Additional Beta releases
Unity Connector Consolidated VM reporting Multi-Channel and Expert Advisor Connectors Enhanced summary and Detail level reporting

DEC 2008*
• Intelligence Suite for Express

TBD*
• Linux Support • Integrated releases

* Not Committed
BRKDEV-1161 14594_04_2008_c2 © 2008 Cisco Systems, Inc. All rights reserved.

CVP Express

WebView Public product support Cisco

25

Q and A

BRKDEV-1161 14594_04_2008_c2

© 2008 Cisco Systems, Inc. All rights reserved.

Cisco Public

26

© 2006, Cisco Systems, Inc. All rights reserved. Presentation_ID.scr

13

Complete Your Online Session Evaluation
Give us your feedback and you could win fabulous prizes. Winners announced daily. Receive 20 Passport points for each session evaluation you complete. Complete your session evaluation online now (open a browser through our wireless network to access our portal) or visit one of the Internet stations throughout the Convention Center.
Don’t forget to activate your Cisco Live virtual account for access to all session material on-demand and return for our live virtual event in October 2008. Go to the Collaboration Zone in World of Solutions or visit www.cisco-live.com.

BRKDEV-1161 14594_04_2008_c2

© 2008 Cisco Systems, Inc. All rights reserved.

Cisco Public

27

BRKDEV-1161 14594_04_2008_c2

© 2008 Cisco Systems, Inc. All rights reserved.

Cisco Public

28

© 2006, Cisco Systems, Inc. All rights reserved. Presentation_ID.scr

14