Cisco Cisco IPCC Web Option User Guide
Planning for Agent Teams and Supervisors
Follow these guidelines if you want to report on agents grouped into teams:
•
Organize your agents into teams. An individual agent can be assigned to one team only. You
create agent teams and assign agents to the teams using the configuration tool. Teams are
peripheral-specific.
create agent teams and assign agents to the teams using the configuration tool. Teams are
peripheral-specific.
•
Optionally, select one primary supervisor for each team. You can select multiple secondary
supervisors for each team. Each supervisor can be a supervisor for multiple teams.
supervisors for each team. Each supervisor can be a supervisor for multiple teams.
Note: All agents on a team and the supervisor(s) for the team must reside on the same
peripheral.
peripheral.
Supervisors can only view data for their own team(s) in agent reports.
Planning for Transfer and Conference Reporting
If you are planning to allow agents to transfer and conference calls, follow these guidelines to
obtain accurate and useful data from transfers and conferences:
obtain accurate and useful data from transfers and conferences:
•
Configure the dialed numbers with associated route points for transfer and conference to
agents and skill groups.
agents and skill groups.
•
Plan to create a separate script for transfers that use the dialed numbers you configured. In
the initial script, change the call type when the call is transferred to direct the call to the
transfer script. Having a separate script allows you to track data across call types and skill
groups, instead of the agent's default skill group.
the initial script, change the call type when the call is transferred to direct the call to the
transfer script. Having a separate script allows you to track data across call types and skill
groups, instead of the agent's default skill group.
Planning for Supervisor Assist and Emergency Assist Reporting
If you are planning to allow Supervisor Assist and Emergency Assist, follow these guidelines
to ensure that you are able to obtain accurate and useful data from these features:
to ensure that you are able to obtain accurate and useful data from these features:
•
Plan to configure skill groups for supervisors handling Supervisor Assist and Emergency
Assist requests. For example, you might configure one skill group for the primary and
secondary supervisors of each agent team. This way, you can direct requests to these skill
groups and report on Supervisor and Emergency Assist call activity for these skill groups.
Assist requests. For example, you might configure one skill group for the primary and
secondary supervisors of each agent team. This way, you can direct requests to these skill
groups and report on Supervisor and Emergency Assist call activity for these skill groups.
•
Plan to create call types, and configure dialed numbers that map to the created call type, to
run scripts that direct the requests to the appropriate supervisor skill group. In the script, first
target the primary supervisor and then, if you have configured secondary supervisors, queue
to secondary supervisors.
run scripts that direct the requests to the appropriate supervisor skill group. In the script, first
target the primary supervisor and then, if you have configured secondary supervisors, queue
to secondary supervisors.
Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)
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Chapter 1: Planning the IPCC Enterprise System to Meet Reporting Needs
Planning for Agent Teams and Supervisors