Cisco Cisco Unified Contact Center Management Portal 8.5 User Guide
User Manual for Cisco Unified Contact Center Management Portal Release 8.5(1)
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5. Once an agent is added to the team, you must also check their Member box to
make them a member of the team. This is because it is possible to be involved
with a team without being a member, by supervising it.
with a team without being a member, by supervising it.
6. If an agent is a supervisor, a drop-down list appears in the right-hand column.
You can use this to specify whether the agent has a supervisory role for this
particular team.
particular team.
Note a team may have multiple secondary supervisors, but only one primary
supervisor. If you replace an existing primary supervisor, then the replaced
supervisor will automatically become a secondary supervisor for that team.
supervisor. If you replace an existing primary supervisor, then the replaced
supervisor will automatically become a secondary supervisor for that team.
7. Click Save.
How to Bulk Create Agent Teams
In addition to creating agent teams one at a time, you can also bulk load agent team
records previously output to a CSV (comma separated values) file. See the Uploading
Resources section for further information.
records previously output to a CSV (comma separated values) file. See the Uploading
Resources section for further information.
Editing an Agent Team
To edit an agent team, select the agent team in the Items panel. Click through the
tabs and edit the fields you want to change.
tabs and edit the fields you want to change.
To remove agents from a team, click Agents tab and check the boxes of the agents
you wish to remove from the team. Click Remove.
you wish to remove from the team. Click Remove.
Deleting an Agent Team
To delete one or more agent teams:
1. In the Items panel, select the agent team record(s) you want to delete.
2. Click Delete.
3. A message prompts you to confirm the deletion. Click OK.
Agent Team Fields
Field
Description
Entry
Default
Required?
Details Tab
Name
A unique name for the record. Unique. Up to 24 characters, alphanumeric,
period, and underscore characters only. Must
begin with alphanumeric.
begin with alphanumeric.
Null
Yes
Description
A description of the team.
Up to 500 characters.
Null
No
Supervisor script
dialed number
dialed number
The dialed number identifier
for the agent team.
for the agent team.
Select from list.
None
No
Agents Tab
Agents
Individual agents associated
with this team.
with this team.
Select from list.
Null
No
Advanced Tab
Enterprise Name The name that will represent
the team within the network
Unique. Up to 24 characters, alphanumeric,
period, and underscore characters only. Must
begin with alphanumeric.
period, and underscore characters only. Must
begin with alphanumeric.
From
Name and
Peripheral
Name and
Peripheral
Yes
Peripheral
The peripheral to associate
with the team.
with the team.
Select from list.
Default
peripheral
peripheral
Yes