Cisco Cisco IP Contact Center Release 4.6.2 Maintenance Manual

Performance Messages, and chat with agents and other
supervisors. A supervisor can only barge in, intercept, or view
skill statistics if Cisco Agent Desktop is running on the
supervisor's computer.

For information about Agent Desk Settings, refer to the IPCC Installation and Configuration
Guide for Cisco IPCC Enterprise Edition and the ICM Configuration Manager online help.

For information about Barge-in and Intercept, refer to the CTI OS System Manager's Guide for
Cisco ICM/IPCC Enterprise & Hosted Editions.

Using the IPCC Enterprise Agent Re-skilling Tool

Accessing the IPCC Enterprise Agent Re-skilling Tool

Access to the Agent Re-skilling Tool is limited to individuals with supervisor privileges.

Note: This tool is accessible using System IPCC Enterprise or within IPCC Enterprise.

To access the Agent Re-skilling Tool using your agent name:

1. In your browser's address bar, enter: 

Your administrator must provide you with this address.

2. Press Enter. The Login page displays.

3. Enter your supervisor username and password.

Note: As of version 7.2, in a  System IPCC Enterprise system, the login name to the Agent
Re-skilling tool is NOT case sensitive. In an IPCC Enterprise system, the login name to
the Agent Re-skilling tool may or may not be case sensitive. This is determined by the
"Login case sensitive" value in the System Information screen under Miscellaneous Tools
in the ICM Configuration Manager.

4. Click Login.

In certain deployments, you might also have the option of logging into the Agent Re-skilling
Tool using your numeric agent ID. To log in using your agent ID:

1. In your browser's address bar, enter: 

Your administrator must provide you with this address.

IPCC Administration Guide for Cisco Unified Contact Center Enterprise 7.5(1)