Cisco Cisco Computer Telephony Integration Option 8.5 User Guide
C H A P T E R
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CTI OS Supervisor Desktop User Guide for Cisco Unified Contact Center Enterprise and Hosted Release 7.1(1)
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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:
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:
•
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 allow the supervisor to silent monitor, barge in, or
intercept a call.
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 allow the supervisor to silent monitor, barge in, or
intercept a call.
•
Monitored Calls. This section of the window displays call information for
the agent that the supervisor selects.
the agent that the supervisor selects.
Other supervisor functions include:
•
Chat. A supervisor can send a message to, or receive a chat message from, a
member of the agent team. When the chat message arrives at the supervisor
desktop, a CTI OS Chat window displays the message in the Message Display
section of the window.
member of the agent team. When the chat message arrives at the supervisor
desktop, a CTI OS Chat window displays the message in the Message Display
section of the window.
•
Record. With the proper recording equipment installed, supervisors can
record any call that appears in their call control window.
record any call that appears in their call control window.
•
Agent Re-skilling. Cisco Unified CC Enterprise 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.
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.