Cisco Cisco IPCC Web Option Maintenance Manual

How to Configure Supervisor Features

This section explains how to configure supervisor logged-in state for CAD.

How to Configure Supervisor Logged-in State for CAD

Create separate desk settings for the CAD supervisor.

In the IPCC Enterprise Web
Administration Tool, configure Agent
Desk Settings for the CAD supervisor.

1

Leaving this option blank keeps a supervisor logged into Cisco Agent
Desktop.

Leave Logout non-activity time option
blank

2

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 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.

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