Cisco Cisco Customer Response Solution Downloads User Guide
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First Published: March 3, 2009
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Introduction
Cisco Mobile Supervisor is a free application available from Apple Inc’s App Store. Cisco Mobile Supervisor is an extension to
the Cisco Supervisor Desktop (CSD) on a mobile device. As an extension to your Cisco Unified Contact Center Express (Unified
CCX) product, contact center supervisors can receive real-time performance metrics on their iPhone3G and iPod touch devices
(henceforth referred to as a mobile device). By installing this free application, you can view color-coded indicators of agent
statistics and customer service queue metrics. Accordingly, you can dynamically respond to changing situations from your
mobile device.
the Cisco Supervisor Desktop (CSD) on a mobile device. As an extension to your Cisco Unified Contact Center Express (Unified
CCX) product, contact center supervisors can receive real-time performance metrics on their iPhone3G and iPod touch devices
(henceforth referred to as a mobile device). By installing this free application, you can view color-coded indicators of agent
statistics and customer service queue metrics. Accordingly, you can dynamically respond to changing situations from your
mobile device.
The Cisco Mobile Supervisor application allows you to view the following subset of CSD reports on your mobile devices:
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Voice CSQ Summary
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Voice CSQ Detail
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Agent Team States
How Is it Helpful?
The Cisco Mobile Supervisor application allows you to remain updated with Unified CCX-based real-time reports while you
are on the move and without access to your desktop or laptop. You can view the following report-based information for a list
of teams belonging to a specific supervisor:
are on the move and without access to your desktop or laptop. You can view the following report-based information for a list
of teams belonging to a specific supervisor:
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A list of Contact Service Queues (CSQs) belonging to a selected team
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The Voice CSQ Summary report for a selected CSQ
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The list of agents (along with their states) belonging to the selected CSQ
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The list of agents (along with their states) belonging to a selected team
What Can it Do?
The Cisco Mobile Supervisor application provides the following features:
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Auto-refreshes the report display every x (user-configured) seconds. If you turn off auto-updates, you can update the reports
manually using the refresh icon (
manually using the refresh icon (
) available on every screen in the application.
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Provides color-coded indicators to identify if a CSQ’s Calls in a Queue or Oldest Call in a Queue fields have exceeded
user-configured thresholds. You can specify/change these threshold values at any time.
user-configured thresholds. You can specify/change these threshold values at any time.
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Remembers each user for subsequent sessions unless the user explicitly logs out.
What You Need
To use the Cisco Mobile Supervisor application, you need:
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A iPhone3G or iPod touch mobile device using iPhone OS 2.0 or later (see
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A iPhone3G or iPod touch mobile device requires wireless connectivity or 3G cellular connectivity.
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An iTunes application and account to download App Store applications (see
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Cisco Unified CCX, Release 5.0 or Release 7.0 (or later) and a corresponding contact center supervisor account (see
).
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Access to the Unified CCX server from your mobile device. Depending on your setup, this process may also require a Virtual
Private Network (VPN) connection. Your VPN connection must be set up before you log in to Cisco Mobile Supervisor.
Private Network (VPN) connection. Your VPN connection must be set up before you log in to Cisco Mobile Supervisor.