Cisco Cisco Unified Contact Center Management Portal 11.0(1) User Guide
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User Manual for Cisco Contact Center Management Portal Release 7.1
2. BASIC MODE
Team Management
The Agents option allows supervisor agents to manage the agents in their
agent teams.
agent teams.
To see an agent team, click on the My Agent Team drop-down box and
select the team you wish to work with. A list of the agents in the team will
be shown below the box.
select the team you wish to work with. A list of the agents in the team will
be shown below the box.
The agent list shows each agent's name, their status within the system
(such as Ready or Pending), and the date from which they are have been
active in the system (an Active From Date in the future indicates an agent
(such as Ready or Pending), and the date from which they are have been
active in the system (an Active From Date in the future indicates an agent
who has not yet started work). There is also an agent details icon
that
allows you to view and edit agent details, and a copy icon
that allows
you to create a copy of an agent (for example, if you wish to add to your
team a new agent who has exactly the same skills as an existing agent).
team a new agent who has exactly the same skills as an existing agent).
To view or edit an agent
1. Select an agent team from the drop-down list
2. Click on the agent icon (not the copy icon beside it). The Edit the
current Agent page will open, showing you the agent's details
3. Make any changes to the agent. Selecting a different tab (such as
Supervisor or Agent Teams) will show a different set of fields.
You can always go back to previous tabs
You can always go back to previous tabs
Note You are unlikely to need to use the Advanced tab unless you are
changing start or finish dates for an agent
4. Click Save to save your changes or Cancel to leave the agent's
details as they were before you started editing
To set an agent's starting or leaving date
1. Select an agent team from the drop-down list
2. Click on the agent icon (not the copy icon beside it) for the agent
you wish to edit. The Edit the current Agent page will open,
showing you the agent's details
showing you the agent's details
3. To set or change an agent's starting or finishing date, select the
Advanced tab. You may either type in the date manually (it is in
the format day/month/year) or:
the format day/month/year) or:
■
Click on the calendar icon beside the Active To Date
(finish date) or Active From Date (start date) field. A
calendar popup will appear
(finish date) or Active From Date (start date) field. A
calendar popup will appear
■
Make sure the month and year shown at the top are correct
■
To change the month, click on the pairs of arrows to the
left and right to scroll through the months until you find
the one you want
left and right to scroll through the months until you find
the one you want