Cisco Cisco Computer Telephony Integration Option 9.0 User Guide
C H A P T E R
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Cisco ICM Software CTI OS Supervisor Desktop for IPCC Enterprise User Guide Release 7.0(0)
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Introduction
This chapter provides an overview of the CTI Toolkit IPCC Supervisor Desktop
application. The desktop is made up of three major components:
application. The desktop is made up of three major components:
•
Supervisor Softphone. The Supervisor Softphone functions in much the
same way as the agent softphone.
same way as the agent softphone.
•
Team Real-Time Status. This window provides supervisors with
information about the current state of agents who are part of the supervisor’s
team. This window also provides buttons for the following functions.
information about the current state of agents who are part of the supervisor’s
team. This window also provides buttons for the following functions.
–
Making an agent Ready
–
Logging out agents
–
Silent monitoring, Barge-in, and intercepting of agent calls.
•
CTI Statistics. This window displays two kinds of statistics.
–
Individual statistics for the agent logged onto the phone
–
Statistics for the supervisor who is currently logged on and for the skill
groups to which the supervisor and the supervisor's team belongs.
groups to which the supervisor and the supervisor's team belongs.
At startup the Supervisor Softphone window and the Team Real-time Status
Window display upon a successful Supervisor Login. The CTI Statistics window
appears when the Show Statistics button is clicked on the Softphone window.
Window display upon a successful Supervisor Login. The CTI Statistics window
appears when the Show Statistics button is clicked on the Softphone window.
The following sections provide an overview of each of the windows. Detailed
descriptions are found in
descriptions are found in
.