Cisco Cisco Unified Contact Center Enterprise 9.0(2) Maintenance Manual

No

Null

Select from list.

The supervisory team with which the agent is
associated.

Team

No

Null

Up to 255 characters.

A description of the agent.

Description

No

Null

Click Add to select from
list.

The voice skill group(s) of which the agent is a
member. Changes to an agent's skill group
membership take place immediately within the
agent's current session.

Skill Group

Note: Skill groups for non-voice media routing
domains (e.g., e-mail, chat) do not display in the
IPCC Web Configuration Tool. To enable an agent
for non-voice and assign an agent to a non-voice
skill group, you must do it through your
multichannel application administration tool.

No

Null

Up to 32 characters. Must
be 7 bit printable ASCII.

The agent's login password.

Password

Note: You can specify a
minimum password length
in Agent Global Options.

No

Null

Select from list.

The desktop settings to be associated with the agent.
The Default is the default desk setting as specified
in the Agent Global Options page.

Desk Setting

No

Unchecked

Checked or unchecked.

Indicates whether or not the agent is a supervisor.

Supervisor

No

Blank

Click Add and select from
list.

Supervisor agents can be granted Supervisor-level
access to WebView reporting by selecting their
Active Directory account name. If blank, the
supervisor does not have WebView privileges.

WebView
Reporting user
account

No

Unchecked

Checked or unchecked.

Indicates whether agent state trace data is collected
for the agent. Agent trace data is the record of each

Agent State
Trace

state the agent passes through. Because tracking
agent state carries resource overhead, it is suggested
that this option only be selected when there is a
specific need to track a particular agent.

How to Bulk Create Agents

In addition to creating agents one at a time, you can also bulk load agent records previously
outputted to a CSV (comma separated values) file. The CSV records must follow the format:

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