Cisco Cisco IPCC Web Option User Guide

Agent team supervisors can take advantage of supervisory features available on their desktops. These
features include Supervisor Assist, Emergency Assist, Barge-In and Intercept. There are two kinds of
Supervisor and Emergency Assist: existing call and no call.

If you are using ISN as the VRU, data is not captured for Barge in or Intercept calls.

WebView reports display data for agent and supervisor use of these features. You might use this data to
identify training needs.

Agents can activate supervisor assist or emergency assist buttons on their desktop when they need special
assistance from the primary or secondary supervisor assigned to their team.

If consult is selected as an option on the agent desktop settings for supervisor or emergency assist:
if the agent is on a call when s/he activates either the Supervisor or Emergency Assist feature on her/his
desktop, the CTI software activates the conference key on behalf of the agent’s phone and call the
supervisor via the Supervisor or Emergency Assist script. (This example assumes the emergency or
supervisor assist script has an Agent-to-Agent node to find a supervisor. See Configuration and Scripting
Considerations for Reporting on Supervisor Action.) The supervisor answers the call and consults privately
with the agent. The following fields are incremented within the Agent Skill Group and Skill group tables.

InternalCallsRcvd

CallsHandled, InternalCall,
SupervisorAssistCalls/EmergencyAssist

For the agent, the call is reported in Tasks Handled and either Sup Assist or Emergency report fields. For
the supervisor, the call is reported in Tasks Handled report fields.