Cisco Cisco Unified Contact Center Management Portal 8.5 User Guide

User Manual for Cisco Unified Contact Center Management Portal Release 7.2(3)

Note Multiple Agents may be associated with a single Person, if

all Agents involved are on different peripherals

On the Supervisor tab

1. If the agent is to be a supervisor, check the

Supervisor checkbox. If this box is checked, you
will also need to set a domain account

2. If the agent is a supervisor, they must be

associated with a domain account (the account
they will use to log into a computer on the contact
center network). Type in part of the account
name, click Find and then select the correct
account

Note You cannot set up a domain account from the

Management Portal. Contact your IT department if you
are uncertain of the domain account to use.

On the Agent Teams tab

1. Select an agent team for the agent to belong to.

Agents may only be a member of a single team,
but a supervisor can supervise multiple teams.
Use the Selected Path drop-down to see agent
teams in other folders

2. Click the Add button to associate the team with

this agent

3. Check the Member box to make the agent a

member of the team. Supervisors can supervise a
team without being a member

4. If the agent is a supervisor, they can supervise the

team without being a member. Select a primary
or secondary supervisory role for any team they
are to supervise

On the Skillgroups tab

1. Select skillgroups for the agent to belong to. Use

the Selected Path drop-down to change folders

2. Click Add to add the agent to the selected

skillgroups

On the Advanced Tab

Note You will probably only edit these settings to set an agent's

start or finish date

1. Enterprise Name is the name the agent is known

as within the Management Portal

2. Agent Extension is the internal extension number

for the agent

3. Agent Desktop allows you to specify the agent's

desk settings (also called the Agent Desk Setting)