Cisco Cisco IP Contact Center Release 4.6.2 Maintenance Manual

A CAD supervisor uses Cisco Supervisor Desktop to view agent
activity, silently monitor, record agent calls, send Team
Performance Messages, and chat with agents and other
supervisors. In order for the supervisor to barge in, intercept, or
view skill statistics, Cisco Agent Desktop must be running on
the supervisor's computer.

For information about Agent Desk Settings, refer to the IPCC Installation and Configuration
Guide for Cisco IPCC Enterprise Edition and the ICM Configuration Manager online help.

For information about Barge-in and Intercept, refer to the CTI OS System Manager's Guide for
Cisco ICM/IPCC Enterprise & Hosted Editions.

Using the IPCC Enterprise Agent Re-skilling Tool

Accessing the IPCC Enterprise Agent Re-skilling Tool

Access to the Agent Re-skilling Tool is limited to individuals with supervisor privileges.

Note: This tool is accessible using System IPCC or within IPCC Enterprise.

To access the Agent Re-skilling Tool using your agent name:

1. In your browser's address bar, enter: 

 you must enter will be provided

to you by your administrator.

2. Press Enter. The Login page displays.

3. Enter your supervisor username and password. (Both username and password are

case-sensitive.)

4. Click Login.

In certain deployments, you might also have the option of logging into the Agent Re-skilling
Tool using your numeric agent ID. To log in using your agent ID:

1. In your browser's address bar, enter: 

 you must enter will be provided

to you by your administrator.

2. Press Enter. The Login page displays.

3. Click the Login By Agent ID link.

IPCC Administration Guide for Cisco IPCC Enterprise Edition 7.0(0)