Getting Started with Cisco Unified Contact Center Express Release 9.0(1)
Agent and supervisor desktops for Unified CCX
Downloads: This chapterpdf (PDF - 1.12MB) The complete bookPDF (PDF - 2.78MB) | Feedback

Agent and supervisor desktops for Unified CCX

Agent and supervisor desktops for Unified CCX

Agents use the Cisco Agent Desktop (commonly referred to as CAD) to login to the Unified CCX server and control their ACD state, control incoming and outgoing calls, chat with supervisors and other agents on their team, view their own real-time statistics, and view their own recent call activity.

Supervisors use the CSD to view real-time queue and agent statistics, view recent call activity for agents, change agent states, chat with agents, and send marquee messages to all agents on the selected team. With the Enhanced or Premium packages, the supervisor can also barge-in or intercept ACD calls, silently monitor agents, and record agent calls.

About agent and supervisor desktops for Unified CCX

The Unified CCX system uses the agent and supervisor desktops to provide resource distribution and queuing to call centers.


Note


Before an agent logs in, the agent must be assigned to a phone or device profile that contains their Unified CCX extension. The Unified CCX extension must be unique and cannot be duplicated anywhere else in the Unified CM cluster, regardless of any partition configuration. You can assign an agent's Unified CCX extension to a Cisco Unified Communications phone.


An agent has the following user interface options:

  • Use Cisco Agent Desktop (CAD) with a Cisco Unified Communications phone
  • Use CAD with the Cisco Unified Communications Communicator
  • Cisco Unified Communications Phone Agent (no software required on the agent's PC)
  • Browser-based IP Phone Agent with a Cisco Unified Communications phone or a Cisco Unified Communications Communicator.

Chat agents use the Integrated browser in CAD to log in to the chat agent desktop to handle the chat contact. Similarly Chat supervisors use the Integrated browser in CSD to log in to the chat supervisor desktop to monitor the chat agents.

Routing and CSQs

An agent can participate in two types of routing:

  • CSQ is an application program that places incoming calls in a queue and distributes them to the appropriate set of agents as the agents become available. Each CSQ controls incoming Unified CCX calls and determines where an incoming call is placed in the queue and to which agent the call is sent. Each CSQ selects resources from an associated resource pool that you define. Each CSQ is bound to either a Resource Group or a list of one or more Resource Skills. Agents are assigned to a Resource Group and/or one or more Resource Skills. Therefore, your choices in CSQ and Agent Configuration determine the pool of agents that are qualified to receive the call. When an agent becomes available to take a call, the system chooses a queued call from one of the CSQs whose resource pool includes the agent, and routes that call to that agent. You can choose various combinations of resource skills or resource group mappings when configuring CSQs. If you choose to map a resource group to a CSQ, you cannot map any other resource groups or skills to that same CSQ. Also, you cannot use that same resource group for other CSQs.
  • Agent-based routing provides the ability to send a call to a specific agent, rather than any agent available in a CSQ. This type of routing does not support queuing.

Cisco Agent Desktop configuration checklist

To configure your agent desktop for Unified CCX, do the following tasks in the given order.

Procedure

Task

Purpose and Notes

1. Assign Unified CCX extensions for users who are Unified CCX agents.

To enable Unified CCX to communicate with Unified CM, you first need to assign Unified CCX (IPCC) extensions for these agents.

If you delete a Unified CCX user with Administrative rights from Unified CM, the user will not be able to log into the Unified CCX administration web interface.

Configuration location: From the Unified CM Administration menu bar, choose User Management > End User. If the agent already has a defined user record, click the Find button to select it. Otherwise, click the Add New button to create a new user record for the agent and fill in the required fields. Then, use the Unified CCX Extension field to configure the extension that the agent will use to receive Unified CCX calls.

Note   

Each time after assigning or changing the Unified CCX Extension of the user, access Subsystems > RMCM > Resources web page through Unified CCX Application Administration web interface to synchronize the latest changes from Unified CM to Unified CCX.

Procedure location: The Configuring Unified CM for Unified CCX section in the Cisco Unified CCX Administration Guide.

2. Configure Unified CCX supervisors

Note   

This step can be handled by the RmCm Wizard in the Unified CCX Administration GUI.

You must enable the appropriate agents to act as supervisors. The User Management menu option allows you to assign access levels to Unified CCX system administrators and supervisors. When you configure a Unified CCX supervisor, you are configuring users who can access the Unified CCX Supervisor web pages. You are not creating a supervisor for Unified CCX.

A Unified CCX supervisor must be configured as an agent even if that agent will not answer ACD calls.

Configuration location: From the Unified CCX administration web page menu bar, select Tools > User Management. Select a user ID in the CM Users list. and choose the list to which this user ID must be assigned. Click Update to apply the changes.

Procedure location: The User Management Menu Option section in the Cisco Unified CCX Administration Guide.

3. Create resource groups.

This step is required with the Unified CCX Standard. It is optional for the Unified CCX Enhanced and Premium.

Note   

This step can be handled by the RmCm Wizard in the Unified CCX Administration GUI.

Resource groups are collections of agents that your CSQ uses to handle incoming Unified CCX calls. To use resource group-based CSQs, you must specify a resource group.

Configuration location: From the Unified CCX administration web page menu bar, choose Subsystems > RmCm and click the Resource Groups link. Then select the Add a New Resource Group link. In the Resource Group Name field, enter a resource group name. identify the resource group, and click Add.

Procedure location: The Creating, Modifying, and Deleting Resource Groups section in the Cisco Unified CCX Administration Guide.

4. Create skills

This step applies only if you are using Unified CCX Enhanced or Premium.

Note   

This step can be handled by the RmCm Wizard in the Unified CCX Administration GUI.

Skills are customer-definable labels assigned to agents. The Unified CCX Enhanced and Premium packages can route incoming calls to agents who have the necessary skill or sets of skill to handle the call.

Do not create skills exceeding the recommended values for the Cisco MCS on which the Unified CCX is installed. For more information, refer to the Unified CCX Data Sheets.

Configuration location: From the Unified CCX administration menu bar, choose Subsystems > RmCm. Click the Skills hyperlink and select the Add a New Skill hyperlink. In the Skill Name field, enter a description of a relevant skill and click Add.

Procedure location: The Creating, Modifying, and Deleting Skills section in the Cisco Unified CCX Administration Guide.

5. Assign agents to resource groups and skills to agents.

It is not necessary to assign an agent to a resource group with Unified CCX Enhanced or Premium. If you have one of these packages, only perform this step if you want to use resource group-based CSQs.

Note   

This step can be handled by the RmCm Wizard in the Unified CCX Administration GUI.

Agents that handle calls are called resources. You must create a resource group, and then assign agents (resources) to that group. If you have the Unified CCX Enhanced package, you can create and add skills to agents. You can also select the competence level of the agents in assigned skills. Competence level indicates an agent's level of expertise in that skill (1 indicating beginner and 10 indicating expert). You can assign resource groups and skills to agents either individually or in bulk. The bulk option enables you to assign skills and resources groups to many agents at the same time. You can assign up to 50 skills to agents.

Configuration location: From the Unified CCX administration menu bar, choose Subsystems > RmCm. On the Unified CCX Configuration navigation bar, click the Resources hyperlink. Click the name of the agent in the Resource Name column and assign the requirements for each field. Click Update to apply the changes.

Procedure location: The Assigning Resource Groups and Skills to Agents section in the Cisco Unified CCX Administration Guide.

6. Create CSQs.

Note   

This step can be handled by the RmCm Wizard in the Unified CCX Administration GUI.

The CSQ controls incoming Unified CCX calls by determining where an incoming call is placed in the queue and to which agent the call is sent. After you assign an agent to a resource group and/or skills, you must assign agents to a CSQ by associating a resource group or skills to the CSQ.

Configuration location: From the Unified CCX administration menu bar, choose Subsystems > RmCm. On the Unified CCX Configuration navigation bar, click the Contact Service Queues hyperlink. Click the Add a new Contact Service Queue hyperlink and assign the requirements for each field. Click Next to select the required Resource Selection Criteria. Click Add to apply changes and update the system.

Procedure location: The Creating, Modifying, and Deleting Contact Service Queue section in the Cisco Unified CCX Administration Guide.

7. Provision remote monitoring.

This step applies only if you are using Unified CCX Premium and necessary if are using the remote monitoring feature.

Remote monitoring allows a supervisor to call into any site where the supervisor has a Unified CM user profile and monitor an agent's conversation. When you, as a supervisor, monitor a conversation, you can hear all parties on the call. The parties will have no indication that you are monitoring the call. You cannot join the call or be heard by the parties. You can monitor a call by choosing a resource (agent) or an CSQ.

For CSQ monitoring, the supervisor cannot start monitoring the call after it connects to the agent; the call must reach the agent after supervision begins. For agent monitoring, supervision can begin after the call connects to the agent.

Configuration location: From the Unified CCX administration menu bar, choose Applications > Application Management. Click the Add a New Application hyperlink and choose Cisco Script Application from the drop-down menu. Click Next. For the Script parameter, choose rmon.aef as the script associated with the application.

Procedure location: The Configuring and Using Remote Monitoring section in the Cisco Unified CCX Administration Guide.

8. Provision agent-based routing.

This step applies only if you are using Unified CCX Enhanced or Premium and if you are using agent-based routing.

Agent-based routing provides the ability to send a call to a specific agent, rather than any agent available in a CSQ. Use this option to configure system-wide parameters in an agent-based routing application.

Configuration location: From the Unified CCX administration menu bar, choose Subsystems > RmCm. On the Unified CCX Configuration navigation bar, click the Agent Based Routing Settings hyperlink and assign the requirements for each field. Click Update to apply the changes.

Procedure location: The Configuring Agent-Based Routing section in the Cisco Unified CCX Administration Guide.

9. Create teams.

Note   

This step can be handled by the RmCm Wizard in the Unified CCX Administration GUI.

A team is a group of agents who report to the same supervisor. When an agent is assigned to a team, their supervisor can barge-in and/or intercept any call being handled by any agent within this team. A supervisor can also monitor any CSQs that are assigned to this team. A team must have one primary supervisor.

A team can additionally have one or more secondary supervisors.

Configuration location: From the Unified CCX administration menu bar, choose Subsystems > RmCm. On the Unified CCX Configuration navigation bar, click the Teams hyperlink and click the Add a new Team hyperlink and assign the requirements for each field. Click Update to apply the changes.

Procedure location: The Creating, Modifying, and Deleting Teams section in the Cisco Unified CCX Administration Guide.

10. Start Assign agents to teams.

Note   

This step can be handled by the RmCm Wizard in the Unified CCX Administration GUI.

All agents belong to a default team. A default team is created automatically by the system; you cannot delete it.

From the Unified CCX administration menu bar, choose Subsystems > RmCm. On the Unified CCX Configuration navigation bar, click the Teams hyperlink and click the Add a new Team hyperlink and click a name in the Team Name column. Select an agent name in the Resources Assigned to other Teams list and use the arrow icon to move it into the Assigned Resources list and click Update to apply the changes.

Procedure location: The Creating, Modifying, and Deleting Teams section in the Cisco Unified CCX Administration Guide.


Install and configure Cisco Agent Desktop applications

This chapter provides installation and configuration information for the Cisco agent and supervisor desktop in your contact center after installing and configuring the Unified CCX. Upon successful installation into a properly configured Unified CCX environment, the basic function of agent and supervisor desktops are ready to use with no further configuration required.

Before you install the agent desktop, you need a web browser and the following information:

  • You need to download Cisco Unified CCX Desktop Client Configuration tool prior to installing any applications from the Cisco Unified CCX Desktop Product Suite. This is a one-time activity, which is to be carried out after completing the initial configuration of Unified CCX.
  • The Cisco Unified Communications address of the Unified CCX server.
  • The user name and password to access the Unified CCX User Options web page (the same user name and password you use to access Cisco Agent Desktop).
  • The destination folder on the user's PC in which you will install the application.
  • The extension of the user's Unified CCX phone.
Procedure

Task

Purpose and Notes

1. Install the agent and supervisor desktop.

Note   

Refer to the Cisco CAD Installation Guide.

Configuration location: From the web browser.

Procedure location: The Installing Agent Desktop section and the Installing Supervisor Desktop section in the Cisco CAD Installation Guide.

2. Start the agent desktop.

Note   

Agents are not tied to a specific workstation—they can log into agent desktop at any workstation by entering their unique desktop ID and password.

Configuration location: To start the agent desktop click Start > Programs > Cisco > Desktop > Agent. The login screen appears. Enter your agent desktop ID, password, and extension in the appropriate fields, then click OK or press Enter.

Procedure location: The Starting Agent Desktop section in the Cisco Agent Desktop User's Guide.

3.Handle calls

You can use a hard Cisco Unified Communications phone or Cisco IP Communicator to handle calls.

Configuration location: You can answer calls, make a call, conference other callers, or transfer a call.

Procedure location: The Handling Calls section in the Cisco Agent Desktop User's Guide.