Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide

This script ensures that transferred and conference calls are routed queued to the correct
agents.

See the IPCC Administration Guide for Cisco IPCC Enterprise Edition  for instructions on
configuring Agent Desk Settings and Dialed Number Plan. See theICM Scripting and Media
Routing Guide for Cisco ICM/IPCC Enterprise & Hosted Editions for instructions on scripting.

Reporting on Supervisor Action

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 CVP as the VRU, data is not captured for Barge in or Intercept calls.

Note: These supervisory features are not available to agents using MRDs other than Voice.

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

Supervisor and Emergency Assist for Existing Call

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.

Note: Blind transfer is not supported for Supervisor Assist and Emergency Assist.

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 he or she 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 using 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

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)