Cisco Cisco Agent Desktop 10.0 Installation Guide
Cisco CAD Installation Guide
34
October 16, 2015
Configuring Unified ICM
Supervisors and Teams
For CAD applications to work properly, your agents must be organized into teams and
some must be designated as supervisors. This is accomplished in Unified ICM. See
your Unified ICM documentation for information on how to do this.
some must be designated as supervisors. This is accomplished in Unified ICM. See
your Unified ICM documentation for information on how to do this.
Enterprise Data and Call History
In order to correctly display enterprise data and call history in CAD, you must enable
the “Permit application routing” option. This option is located on the List Tools >
Dialed Number/Script Selector List node in ICM Configuration Manager.
the “Permit application routing” option. This option is located on the List Tools >
Dialed Number/Script Selector List node in ICM Configuration Manager.
Skills Statistics
The number displayed in the Skills statistic field “Waiting” in Agent Desktop and
Supervisor Desktop represents the number of calls currently queued to the skill group.
This number is dependent on how you configure skill groups and set up queues in
Unified ICM Configuration Manager. The following rules apply:
Supervisor Desktop represents the number of calls currently queued to the skill group.
This number is dependent on how you configure skill groups and set up queues in
Unified ICM Configuration Manager. The following rules apply:
■
If calls are queued to a base skill group, there must be no sub skill groups
configured.
configured.
■
If a base skill group does have sub skill groups configured, calls must be
queued to the sub skill groups, not the base skill group.
queued to the sub skill groups, not the base skill group.
Calls that are queued to a base skill group are reported in the Waiting field.
If sub skill groups are configured, calls are queued to those sub skill groups. Only the
calls queued to the primary sub skill group are reported in the Waiting field.
calls queued to the primary sub skill group are reported in the Waiting field.
Agents must be assigned to the base skill group in order for the supervisor to view a
team’s skill data in Supervisor Desktop. Only the base skill groups appear in the
Supervisor Desktop skill statistics.
team’s skill data in Supervisor Desktop. Only the base skill groups appear in the
Supervisor Desktop skill statistics.
If sub skill groups are configured, agents must be assigned to those groups because
calls are queued to the sub skill group; they cannot be assigned to the base skill
group. In that case, no skill data is displayed in Supervisor Desktop.
calls are queued to the sub skill group; they cannot be assigned to the base skill
group. In that case, no skill data is displayed in Supervisor Desktop.
See your Unified ICM Configuration Manager documentation for more information on
setting up skill groups and queues.
setting up skill groups and queues.