Cisco Cisco IPCC Web Option Maintenance Manual

Note: If you use Cisco Agent Desktop (CAD), you must configure the supervisor in Unified
ICM/CCE software first, then configure the supervisory features within CAD.

For reporting purposes, you can report on agent teams and agents grouped into teams. Also,
supervisors can run reports on their teams. (Refer to the Reporting Guide for Cisco Unified
ICM/Contact Center Enterprise & Hosted for detailed information about reporting.)

Each team you set up must have an agent supervisor associated with it. You can then configure
supervisory agent features, to allow the supervisor to better monitor agent activity and assist
agents on their team. When you create an agent supervisor, you must enter the following
information for the supervisor:

•

Windows Domain name to which the agent team belongs

•

Windows User ID for the supervisor

•

Windows password for the supervisor

When configuring agent teams, be aware of the following rules:

•

An agent can be a member of only one agent team.

•

An agent team can have only one Primary Supervisor

•

A supervisor can be a supervisor of any number of agent teams.

•

A supervisor for an agent team can also be a member of that agent team.

•

All agents belonging to an agent team and all supervisors for that agent team must be on the
same peripheral.

•

A supervisor cannot be using the Windows administrator account when logging in as
supervisor.

About Agent Teams and Multichannel Applications

You can group voice agents into teams using the Unified ICM/CCE/CCH Administration User
Interface. Note, however, that there is no team feature in Cisco Unified E-Mail Interaction
Manager (Unified EIM) and Cisco Unified Web Interaction Manager (Unified WIM); therefore,
Unified EIM-only agents and Unified WIM-only agents cannot be grouped into teams.

For information about agent features, see the "

" section.

For information about supervisory features, refer to the CTI OS System Manager's Guide for
Cisco Unified ICM/Contact Center Enterprise & Hosted and the CTI OS Supervisor Desktop
User Guide for Cisco Unified Contact Center Enterprise & Hosted, and see the "

Administration Guide for Cisco Unified Contact Center Enterprise & Hosted Release 8.0(1)