Cisco Cisco IP Contact Center Release 4.6.1 User Guide
Fields incremented for Supervisor's default skill group
Fields incremented for Agent's skill group to which the call
was routed
was routed
For the agent, the call is reported in the Intercept report field. For the supervisor, the call is reported in
the Intercept report field.
the Intercept report field.
Configuration and Scripting Considerations for Reporting on
Supervisor Action
Supervisor Action
To ensure that your reports contain accurate data for supervisor actions, configure and script for the
supervisor features as follows:
supervisor features as follows:
•
Ensure contact center agents are organized in teams, and that each team has both a primary and
secondary supervisor. This provides each agent team with two levels of supervisory support.
secondary supervisor. This provides each agent team with two levels of supervisory support.
•
Create skill groups specifically for supervisor and emergency assist situations and assign these to
your supervisors to ensure that only supervisor and assist calls will be routed to your supervisors.
your supervisors to ensure that only supervisor and assist calls will be routed to your supervisors.
•
Define a supervisor Dialed Number for each agent team in the ICM Configuration Manager.
On the Attributes Tab of the Agent Team dialog box, specify the Dialed number in the Supervisor
script dialed number field.
script dialed number field.
This Dialed Number identifies a specific routing script when supervisory features are activated.
When the agent activates the supervisor or emergency assist button on his or her phone, the
Supervisor Dialed Number for the agent’s team is sent to the ICM Central Controller.
When the agent activates the supervisor or emergency assist button on his or her phone, the
Supervisor Dialed Number for the agent’s team is sent to the ICM Central Controller.
•
Create a routing script for supervisory features to ensures correct routing of calls being handled
via supervisory features. The routing script should check the availability of a primary supervisor
and use the Agent-to-Agent node to route the call to the primary supervisor, if available.
via supervisory features. The routing script should check the availability of a primary supervisor
and use the Agent-to-Agent node to route the call to the primary supervisor, if available.
If the primary supervisor is not available, the script should branch to another Agent-to-Agent node,
identifying a secondary supervisor.
identifying a secondary supervisor.
The script can also use the LAA Select node rather than the Agent-to-Agent node. This allows you
to track specifically the times the supervisor is involved with emergency or supervisor assist calls.
to track specifically the times the supervisor is involved with emergency or supervisor assist calls.
Note: Additionally, supervisors who leave their position should put themselves into a Not Ready state,
to avoid a supervisor or Emergency assist call from being routed to them when they are not at their desk.
to avoid a supervisor or Emergency assist call from being routed to them when they are not at their desk.
See the Cisco IP Contact Center Installation and Configuration Guide for instructions on configuring
these features. See the Cisco IP Contact Center Media Routing and Scripting Guide for scripting
instructions.
these features. See the Cisco IP Contact Center Media Routing and Scripting Guide for scripting
instructions.
See Also
Cisco IP Contact Center Installation and Configuration Guide Cisco IP Contact Center Media Routing
and Scripting Guide
and Scripting Guide
Cisco IP Contact Center Enterprise Edition Reporting Guide Release 6.0
71
Managing Agents
Configuration and Scripting Considerations for Reporting on Supervisor Action