Cisco Cisco IP Contact Center Release 4.6.1 User Guide
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.
fields. For the supervisor, the call is reported in Tasks Handled report fields.
Note: During the consultation, the supervisor can decide to barge-in to the call using the
supervisor desktop Barge-In feature.
supervisor desktop Barge-In feature.
Supervisor and Emergency Assist for No Call
The agent can use the Supervisor Assist and Emergency Assist features at any time, even if not
currently on a call. If the agent is not on a call when he or she activates either the Supervisor
or Emergency Assist feature on the agent's desktop, the CTI software activates the make call
functionality on behalf of the agent’s phone and calls the supervisor using the Supervisor or
Emergency Assist script. The following fields are incremented within the Agent Skill group
and Skill group tables against the default skill group.
currently on a call. If the agent is not on a call when he or she activates either the Supervisor
or Emergency Assist feature on the agent's desktop, the CTI software activates the make call
functionality on behalf of the agent’s phone and calls the supervisor using the Supervisor or
Emergency Assist script. The following fields are incremented within the Agent Skill group
and Skill group tables against the default skill group.
Table 27: No Call
Fields incremented for Supervisor's default skill
group
group
Fields incremented for Agent's default skill group
InternalCallsRcvd
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.
fields. For the supervisor, the call is reported in Tasks Handled report fields.
Barge-In
When the supervisor activates the Barge-in feature from his or her desktop, the agent’s desktop
completes a conference to the supervisor so that the supervisor can join into the conversation
with the call. The following fields are incremented for both the agent and the supervisor when
the barge-in feature is activated in the agent skill group and skill group tables.
completes a conference to the supervisor so that the supervisor can join into the conversation
with the call. The following fields are incremented for both the agent and the supervisor when
the barge-in feature is activated in the agent skill group and skill group tables.
Note: If you have deployed CVP as the VRU, data is not gathered for Barge-In.
Table 28: Supervisor Barge-In
Fields incremented for Supervisor's default skill
group
group
Fields incremented for Agent's skill group to which the call
was routed
was routed
BargeInCalls, InternalCallsRcvd
CallsHandled, InternalCalls, BargeInCalls
For the agent, the call is reported in Tasks Handled and Barge In report fields. For the supervisor,
the call is reported in Tasks Handled and Barge In report fields.
the call is reported in Tasks Handled and Barge In report fields.
Intercept
If the supervisor decides to intercept (take over) the call, the supervisor activates the Intercept
button on his or her desktop. This causes the agent to be dropped out of the conference, thereby
button on his or her desktop. This causes the agent to be dropped out of the conference, thereby
Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)
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Chapter 3: Managing Agents
Reporting on Supervisor Action