Cisco Cisco IPCC Web Option User Guide

For the agent, the call is reported in the Intercept report field. For the supervisor, the call is
reported in the Intercept report field.

Configuration and Scripting Considerations for Reporting on Supervisor Action

To ensure that your reports contain accurate data for supervisor actions, configure and script
for the 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.

•

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.

•

Define a supervisor dialed number for each agent team in the ICM/IPCC configuration tool.

On the Attributes Tab of the Agent Team dialog box, specify the dialed number in the
Supervisor 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.

•

Create a routing script for supervisory features to ensures correct routing of calls being
handled using supervisory features. The routing script 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, branch the script to another Agent-to-Agent node,
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.

Note: Additionally, supervisors who leave their position 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.

See the IPCC Installation and Configuration Guide for Cisco IPCC Hosted Edition  or System
IPCC Installation and Configuration Guide for Cisco IPCC Enterprise Edition  for instructions
on configuring these features. See the ICM Scripting and Media Routing Guide for Cisco
ICM/IPCC Enterprise & Hosted Editions for scripting instructions.

Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)