Cisco Cisco IP Contact Center Release 4.6.1

Note: To save any edits made in this tab, in the Agent Explorer window, click Save.

Observe the following guidelines when assigning an agent to a default skill group:

•

<System-defined> indicates that the peripheral default skill group is selected as the agent's
default skill group.

•

For CallManager/ACD and IPCC System peripherals, the Default Skill Group drop-down
list box is populated with <System-defined> and all the skill group members that are
configured with the Cisco_Voice Media routing domain. This list automatically updates
when skill group members are added or removed.

•

For peripherals other than CallManager/ACD and IPCC System peripherals, the Default
Skill Group drop-down list box is only populated with <System-defined> and is disabled.

•

An agent can be a member of multiple skill groups, but can only belong to one default skill
group. The Default Skill Group drop-down list box displays the agent's default skill group.

•

When the agent's default skill group is removed as a skill group member, it is also removed
from the Default Skill Group drop-down list box and <System-defined> is selected,
effectively selecting the peripheral default skill group as the agent's default skill group.

Supervisor Tab

The Supervisor tab allows an administrator to assign (or unassign) the selected agent to be a
supervisor.

Note: Agents are not Unified ICM users; therefore, they cannot run any reports. Supervisors
are special agents who are Unified ICM users with limited privileges. Supervisors can only see
their agent team reports, and no agent in their team or other teams can see any data as they are
not Unified ICM users. Supervisors can also add and remove members of their teams.

Checked, indicates the selected agent is a supervisor.

Select the Active Directory Domain Name.

Select the Location.

Window domain account login name for the selected agent.

The Window domain account password for the account of the selected
supervisor agent. Only asterisks appear in the field as you type.

Additional supervisor information about the selected agent.

Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted Release 8.0(2)