Cisco Cisco Unified Contact Center Management Portal 8.5(2) Nota Di Rilascio
Chapter 4 Unified Contact Center Enterprise Desktop
Cisco Unified Contact Center Enterprise 8.x SRND
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IPPA agents can be monitored and recorded using server monitoring, and monitored using Unified CM
monitoring.
monitoring.
The following figure illustrates the components used by IP Phone agents.
Figure 75 Cisco IP Phone Agent Components
Cisco Supervisor Desktop
Cisco Supervisor Desktop provides a graphical view of the agent teams managed by the supervisor. An
expandable navigation tree, similar to that in Windows Explorer, is used to navigate to and manage team
resources.
expandable navigation tree, similar to that in Windows Explorer, is used to navigate to and manage team
resources.
Supervisors are able to view real-time information about the agents in a team as well as interact with those
agents. The supervisor can:
agents. The supervisor can:
• View and change an agent’s state
• View contact information specific to the agent
• Silently monitor and/or record the agent’s calls
• Barge-in or intercept an agent’s call
• Chat with the agent using an instant message window
• Push a web page to the agent’s desktop
• View contact information specific to the agent
• Silently monitor and/or record the agent’s calls
• Barge-in or intercept an agent’s call
• Chat with the agent using an instant message window
• Push a web page to the agent’s desktop
When Supervisor Desktop is installed, an instance of Agent Desktop is installed as well. Agent Desktop is
needed by the supervisor in order to take calls, barge in, intercept, and retrieve skill group statistics.
needed by the supervisor in order to take calls, barge in, intercept, and retrieve skill group statistics.
The Supervisor Work Flow module enables configurable actions to be triggered when specific events occur
in the contact center. For example, a supervisor work flow can be set up so that whenever more than ten
calls are in queue for a specified skill group, an audible alert sounds and the skill group name is highlighted
in red on the supervisor’s desktop. Another work flow sends an email to specified email addresses when
certain events occur. The email contains information related to the condition that caused the event, as well
as custom text.
in the contact center. For example, a supervisor work flow can be set up so that whenever more than ten
calls are in queue for a specified skill group, an audible alert sounds and the skill group name is highlighted
in red on the supervisor’s desktop. Another work flow sends an email to specified email addresses when
certain events occur. The email contains information related to the condition that caused the event, as well
as custom text.