Cisco Cisco IPCC Web Option Maintenance Manual

How to Configure Supervisor Features

This section explains how to configure the 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 Configuration Manager, configure Agent Desk Settings
for the CAD supervisor.

1

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

Leave the 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. A supervisor can only
barge in, intercept, or view skill
statistics if Cisco Agent Desktop is
running on the supervisor's computer.

For information about Agent Desk Settings, refer to the Installation and Configuration Guide
for Cisco Unified Contact Center Enterprise & Hosted and the Configuration Manager online
help.

For information about barge-in and intercept, refer to the CTI OS System Manager's Guide for
Cisco Unified ICM/Contact Center Enterprise & Hosted.

Using the Cisco Unified Contact Center Enterprise Agent Re-skilling Tool

Accessing the Unified CCE Agent Re-skilling Tool

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

Note: This tool is accessible using Unified SCCE or within Unified CCE.

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