Cisco Cisco Computer Telephony Integration Option 8.5 User Guide
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CTI OS Agent and Supervisor Desktop Guide for Cisco Unified Contact Center Enterprise
Release 8.5(1)
Chapter 2 Supervising Agents
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Not Ready. Puts you in a not ready state.
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Wrap up. Puts you in wrapup mode.
Note
When you as a supervisor log in to the Supervisor Desktop after the agent, the real time agent state is
displayed as 'unknown’ until there is a change in the agent’s state. If you log in before the agent, the
agent’s existing state is displayed.
displayed as 'unknown’ until there is a change in the agent’s state. If you log in before the agent, the
agent’s existing state is displayed.
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 let you 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 let you 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 you select.
Other supervisor functions include:
•
Agent Re-skilling. Unified Contact Center 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.
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.
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.
•
Time in State. The amount of time the agent has been in the current state.
Note
The agent-state times that the CTI Toolkit Supervisor Desktop displays are estimates. The actual
amount of time that the agent takes in a respective state may be obtained from the Unified ICME
database.
amount of time that the agent takes in a respective state may be obtained from the Unified ICME
database.
•
Login Name. The used by the agent to login when login by agent name is configured.