Cisco Cisco Computer Telephony Integration Option 9.0 User Guide
C H A P T E R
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CTI OS Supervisor Desktop User Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
Release 7.5(1)
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Managing Agents
The CTI Toolkit Supervisor Desktop receives the current agent state information for each team member
under his or her supervision from CTI OS. It then displays the current agent state for all team members
in the Team Real-Time Status window. The Team Real-Time Status window has the following
components:
under his or her supervision from CTI OS. It then displays the current agent state for all team members
in the Team Real-Time Status window. The Team Real-Time Status window has the following
components:
•
Team State Information. The Team State Information window provides you with the current status
of members of the agent team. Authorized supervisors can change the state of a monitored agent to
Ready and Logout. This section also includes buttons that allow the supervisor to silent monitor,
barge in, or intercept a call.
of members of the agent team. Authorized supervisors can change the state of a monitored agent to
Ready and Logout. This section also includes buttons that allow the supervisor to silent monitor,
barge in, or intercept a call.
Note
When using CTI OS based silent monitor, supervisors cannot be silent monitored. Only
agents can be silent monitored. When using Unified CM-based silent monitor, supervisors
can be silent monitored.
agents can be silent monitored. When using Unified CM-based silent monitor, supervisors
can be silent monitored.
•
Monitored Calls. This section of the window displays call information for the agent that the
supervisor selects.
supervisor selects.
Other supervisor functions include:
•
Chat. A supervisor can send a message to, or receive a chat message from, a member of the agent
team. When the chat message arrives at the supervisor desktop, a CTI OS Chat window displays the
message in the Message Display section of the window.
team. When the chat message arrives at the supervisor desktop, a CTI OS Chat window displays the
message in the Message Display section of the window.
•
Record. With the proper recording equipment installed, supervisors can record any call that appears
in their call control window.
in their call control window.
•
Agent Re-skilling. Unified CC includes the Agent Re-skilling tool. This tool, an optionally installed
browser-based application separate from the Supervisor Desktop, lets supervisors change the skill
group designations of agents on his/her team and lets supervisors quickly view skill group members and
details on individual agents.
browser-based application separate from the Supervisor Desktop, lets supervisors change the skill
group designations of agents on his/her team and lets supervisors quickly view skill group members and
details on individual agents.
Team State Information
The Team State Information section of the Team Real-Time Status window displays the following
information for agents that are logged in:
information for agents that are logged in:
•
Name. The agent’s name.
•
AgentID. The agent’s ID, as assigned by the agent’s manager.
•
State. Current state of the logged in agent within voice domain.