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

allowing the supervisor to take over the call. The following fields are incremented during the
intercept operation for both the agent skill group and skill group tables.

Note: If you have deployed CVP as the VRU, data is not gathered for Intercept.

InterceptCalls

InterceptCalls

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.

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