Cisco Cisco Unified Contact Center Management Portal 8.5 User Guide
User Manual for Cisco Unified Contact Center Management Portal Release 8.5(3)
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7. Service Management
Configuring Service Management
The Team Management and Agent Re-Skilling tools available through the Service
Management section of Unified CCMP rely on the user accessing Unified CCMP,
being associated to a related Unified ICM Person resource.
Management section of Unified CCMP rely on the user accessing Unified CCMP,
being associated to a related Unified ICM Person resource.
To manage a set of agents using these tools the user must be associated to the Unified
ICM Person resource, which is associated to the Supervisor Agent resource whom is
supervising the Agent Team containing the agents which are to be managed.
ICM Person resource, which is associated to the Supervisor Agent resource whom is
supervising the Agent Team containing the agents which are to be managed.
These tools obviously rely on Agent Teams being configured with their associated
supervisors setup correctly within Unified ICM. Once these logical groups of agents
exist then the following steps must be performed to create a Unified CCMP user that
can utilize these tools:
supervisors setup correctly within Unified ICM. Once these logical groups of agents
exist then the following steps must be performed to create a Unified CCMP user that
can utilize these tools:
1. Sign in to the Unified CCMP using an Administrator account.
2. Open the System Manager tool and navigate to the folder containing the
Supervisor Agent.
3. Open the Supervisor Agent and choose the Person tab.
4. Click the Edit Person button (green arrow).
5. Go to the Portal tab.
6. Specify User Name and Password for the new Unified CCMP user.
7. Select the Tenant User and Supervisor groups for default permissions.
8. Click Save to create the Unified CCMP user.
Note In the case that a User has already been created, there is no interface to allow
this user to be associated to the Agent – a new User must be created. The default
system administrator user may not be associated to an ICM Person resource. Agents,
Teams and Skill Groups must be managed through the System Manager Tool.
Team Management
The Agents option allows supervisor agents to manage the agents in their agent
teams.
teams.
Each Agent is associated with a Person, which represents an actual physical person
who performs customer contact duties. A Person may be associated with more than
one Agent. For example a person who alternates between two teams on different
peripherals would need to be associated with two Agents, one on each peripheral.
who performs customer contact duties. A Person may be associated with more than
one Agent. For example a person who alternates between two teams on different
peripherals would need to be associated with two Agents, one on each peripheral.
To see an agent team, click My Agent Team drop-down list and select the team you
wish to work with. A list of the agents in the team will be shown below the box.
wish to work with. A list of the agents in the team will be shown below the box.
The agent list shows each agent’s name, status within the system (such as Ready or
Pending), and the date from which they have been active in the system (an Active
From Date in the future indicates an agent who has not yet started work). There is
Pending), and the date from which they have been active in the system (an Active
From Date in the future indicates an agent who has not yet started work). There is