Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador
• Barge-In: Allows a supervisor to conference into an agent call from their desktop.
• Intercept: Allows a supervisor to intercept (take over) a call from their desktop.
Related Topics
Agent team and supervisor configuration, on page 73
Agent team reports, on page 70
Supervisor action reports, on page 70
Agent team reports
Supervisors can report on the agents in teams that they supervise to monitor the performance of a particular
team.
team.
Teams are peripheral-specific. That is, all agents on a team and the supervisor(s) for the team must reside on
the same peripheral. An individual agent can be assigned to one team only.
the same peripheral. An individual agent can be assigned to one team only.
Supervisors are a special type of agents who have been configured in the Configuration Manager with limited
reporting privileges to see information in the agent report categories, and within those categories, to see data
for only those agents on teams that they supervise.
reporting privileges to see information in the agent report categories, and within those categories, to see data
for only those agents on teams that they supervise.
You can select 0 or 1 primary supervisor for an agent team, and you can select multiple secondary supervisors
for each team. Each supervisor can be a supervisor for multiple teams.
for each team. Each supervisor can be a supervisor for multiple teams.
To use agent team reports, you must configure teams and supervisors in Configuration Manager. The team
structure you choose is up to you. You might prefer to use your ACD configuration. You might also prefer
to use your ACD reports to monitor agent teams.
structure you choose is up to you. You might prefer to use your ACD configuration. You might also prefer
to use your ACD reports to monitor agent teams.
Note
Related Topics
Agent team and supervisor configuration, on page 73
Supervisor action reports
Agent team supervisors can take advantage of supervisory features available on their desktops. These features
include Supervisor Assist, Emergency Assist, Barge-In, and Intercept. There are two kinds of Supervisor and
Emergency Assist: existing call and no call.
include Supervisor Assist, Emergency Assist, Barge-In, and Intercept. There are two kinds of Supervisor and
Emergency Assist: existing call and no call.
If you are using Unified ICME as the VRU, data is not captured for Barge-In or Intercept calls.
These supervisory features are not available to agents using MRDs other than Voice.
Note
Supervisor Assist and Emergency Assist for existing call (Unified Intelligence Center)
For Unified Intelligence Center, you can enable Supervisor Assist and Emergency Assist.
Agents can activate supervisor assist or emergency assist buttons on their desktop when they need special
assistance from the primary or secondary supervisor assigned to their team.
assistance from the primary or secondary supervisor assigned to their team.
Reporting Guide for Cisco Unified Intelligent Contact Management and Unified Contact Center Enterprise &
Hosted Release 9.0(1)
70
Agent team reports