Cisco Cisco IP Contact Center Release 4.6.2 Installation Guide
Chapter 3 Installing Cisco ICM WebView Software and Setting Up Users
Assigning an Agent to be a Supervisor
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Cisco ICM Software WebView Installation Guide
OL-0730-04
Note
Enabling the Agent State Trace option causes the generation of a
large amount of historical data. It is recommended that you only
enable this option for a small subset of your agents and only for a
limited amount of time.
large amount of historical data. It is recommended that you only
enable this option for a small subset of your agents and only for a
limited amount of time.
WebView User’s Password Expiration and Domain Security Settings
WebView (ICM) users take their security setting from the domain on which they
are created. WebView users also cannot create or change their password from
within WebView. However, the WebView administrator can create and change
WebView users passwords.
are created. WebView users also cannot create or change their password from
within WebView. However, the WebView administrator can create and change
WebView users passwords.
Therefore, the WebView administrator must be aware of the domain security
policy setting on password expiration so that WebView users are not accidentally
locked out of their accounts.
policy setting on password expiration so that WebView users are not accidentally
locked out of their accounts.
Assigning an Agent to be a Supervisor
WebView supervisors can use a Web browser to:
•
Connect to the WebView server.
•
Monitor WebView reports for their team(s).
Note
A supervisor agent (a WebView user created through the following
procedure) can see report data only on the agents in that supervisor’s
team while an ICM administrator (one created through the
Configuration Manager’s User List tool) can see report data on all
agents.
procedure) can see report data only on the agents in that supervisor’s
team while an ICM administrator (one created through the
Configuration Manager’s User List tool) can see report data on all
agents.