Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 10.0(1)
Manage agents
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Manage agents

Agents

Agents respond to contacts from customers. These contact requests are often telephone calls, but can also be chat requests or emails. These requests are delivered to the first available agent who has the expertise to help the customer.

You can configure the types of contacts that are routed to an agent. For example, if an agent is a member of a skill group that is set up for the Cisco_Voice routing domain only, that agent is a "voice-only" agent for that skill group. And if an agent is a member of a skill group that is set up for a nonvoice routing domain, that agent is a multichannel agent for that skill group.

Agents can be located at a contact center site or designated as mobile agents who work elsewhere—perhaps from a home office. Setting up mobile agents is documented in the Cisco Packaged Contact Center Enterprise Features Guide, at http:/​/​www.cisco.com/​en/​US/​products/​ps12586/​prod_​maintenance_​guides_​list.html.

Agents can be assigned to skill groups and to one team. Teams are organizational units that reflect the reporting structure in a contact center. They can also be assigned attributes that indicate their proficiency—perhaps expertise in a certain language or technology.

Agents work from an agent desktop. Packaged CCE supports either (or both) Finesse or CTI OS toolkit as the agent desktop tool.

Each agent is associated with one Desk Settings, either the current default desk settings or another desk settings. Desk settings are a set of permissions or characteristics that control the features agents can see and use while they are interacting with customers.

You can tag agents as supervisors. An agent with supervisor status can oversee multiple teams, can view reports that monitor activities of the agents on those teams, and can join and participate in agent/customer calls. Supervisors work from a supervisor desktop.

Navigate to Unified CCE Administration Manage > Agent > Agents to view the Agent list. Administrators can see and maintain all agents. Supervisors see a list of agents who are on teams they supervise.

Related Tasks
Related Information

Add and maintain agents

This procedure explains how to add an agent. For information on maintaining agents, see Update objects and Delete objects.


Tip


You can add agents one at a time from the List of Agents window. You can run bulk jobs to add or edit multiple agent records (see Manage bulk jobs). You can also edit skill group membership for multiple agents at once (see Edit skill group membership for multiple agents).


Procedure
    Step 1   Navigate to Unified CCE Administration Manage > Agent > Agents.
    Step 2   Click New to open the New Agent window.

    This window has four tabs: General, Attributes, Skill Groups, and Supervisor. You cannot save the agent until you have entered all required fields on the General tab. You can complete other tabs as needed and in any order.
    Step 3   Complete the fields on the General tab:
    Field Required? Description

    Department

    yes (for departmental administrators)

    A departmental administrator must select one department from the popup list to associate with this agent. The list shows all of this administrator's departments.

    A global administrator can leave this field set to the default, which sets the agent as global (belonging to no departments), or can select a department for this agent.

    See Departments for more information about associating agents with departments.

    Username

    yes

    Enter up to 32 alphanumeric characters as the username for this agent.

    Remember:

    An agent who is designated as a supervisor signs in to Unified CCE Web Administration with this username.

    If you selected the username login option during the CTI OS Agent Desktop installation, this field is used for signing in to CTI OS Agent Desktop.

    First Name

    yes

    See Native character sets.

    Last Name

    yes

    See Native character sets.

    Agent ID

    yes

    Enter a unique string of up to 11 digits.

    If you leave this field blank, Packaged CCE automatically generates a 7-digit agent ID, which you can later edit.

    The agent uses the Agent ID to sign in to the CTI OS Agent Desktop or to Finesse.

    Description

    no

    Enter a description of the agent.

    See Native character sets.

    Desk Settings

    yes

    The Desk Settings field defaults to show the current system-default..) To change it, click the magnifying glass icon to display the Select Desk Settings list where you can select a different desk settings.

    Team

    no

    The Team field defaults to None. To change the setting, click the magnifying glass icon to display the Select Team list and select a team. If the agent is associated with a department, you see global teams and teams that are associated with that department in the list. If the agent is a global agent, you see only global teams in the list.

    Login Enabled

    no

    Checked by default. Uncheck the check box only if you do not want this agent to be able to sign in.

    Set Password

    no

    Checked by default. Uncheck the check box if you do not want to create a password for this agent.

    Enter Password

    no

    Enter and reenter a maximum of 256 ASCII characters to establish and confirm a password for this agent. Password is case-sensitive.

    The default Minimum Password Length is set in system settings. (See System settings for agents. )

    Tip   

    An agent who is designated as a supervisor signs in to Unified CCE Web Administration with this password.

    Re-enter Password

    no

    Step 4   When you complete General tab information, click Save to return to the List window, where a message confirms the successful creation of the agent. To enter fields in the other tabs, click those tabs.
    Step 5   Complete the Attributes tab:

    This tab shows the attributes associated with this agent and their current values. If the agent has no attributes, the Name field shows "No Items Found" and "No Items".

    Click Add to open a popup list of all attributes, showing the name and current default value for each.

    1. Click the attributes you want to add for this agent.
    2. Set the attribute value as appropriate for this agent.
    3. Click Save to return to the List window, where a message confirms the successful creation of the agent.

    To enter or change fields in the other tabs, click those tabs.

    Step 6   Complete the Skill Groups tab:

    This tab shows the skill group membership for this agent. If the agent is not a member of any skill groups, the List of Skill Groups shows "No Items Found" and "No Items".

    1. Click Add to open a popup list of all configured skill groups. Then click the skill groups you want to add for this agent or supervisor.
    2. Select the default skill group for the agent from the Default Skill Group drop-down menu.
    3. Click Save to return to the List window, where a message confirms the successful creation of the agent.

    To enter or change fields in the other tabs, click those tabs.

    Step 7   Complete the Supervisor tab:
    Field Required? Description

    Is Supervisor

    no

    Check to configure this agent as a Supervisor.

    Domain

    no

    Enabled only when Is Supervisor is checked. From the drop-down menu, select the domain for this supervisor.

    Username

    yes

    Enabled only when Is Supervisor is checked and required when that is the case. Enter the Active Directory username for this supervisor.

    List of Supervised Teams

    no

    Enabled only when Is Supervisor is checked. Shows teams associated with this supervisor. To select a team, click Add to display the Add Supervised Teams list, and click the row to select a team. If the supervisor is associated with a department, you see only teams associated with that department in the list. If the supervisor is a global supervisor, you see all global and departmental teams in the list.

    Step 8   Click Save to return to the List window, where a message confirms the successful creation of the agent.

    Search for agents

    The Search field in the Agents tool offers an advanced and flexible search.

    Click the + icon at the far right of the Search field to open a popup window, where you can:

    • Select to search for agents only, supervisors only, or both.
    • Enter a username, agent ID, first or last name, or description to search for that string.
    • Enter one or more team names separated by spaces. (Team is an OR search--the agent or supervisor must be a member of one of the teams.)
    • Enter one or more attribute names separated by spaces. (Attributes is an AND search--the agent or supervisor must have all attributes.)
    • Enter one or more skill group names separated by spaces. (Skill Groups is an AND search.)
    • Select departments, with options for Globals and Departments, Globals only, or Departments only. Selecting Globals and Departments or Departments only enables an input field where you can enter a space-separated list of department names. (Departments is an OR search.)

      Note


      Search by department is enabled only when departments are configured.


    Manage agent environment

    All agents have a desk settings configuration. They work on an agent desktop and enter reason codes on their agent desktops. Most agents belong to a team.

    This section explains these tools, which are selections on the Manage > Agent menu.

    Related References
    Related Information

    Desk settings

    All agents have a desk settings configuration. Desk settings are a collection of permissions or characteristics for the agent, such as how and when calls to the agent are redirected, how and when the agent enters various work states, and how requests to the supervisor are handled. The agent desktop application you have deployed (Finesse or CTI Agent Desktop) reads some of these settings.

    To configure desk settings, go to Unified CCE Administration Manage > Agent > Desk Settings.

    Administrators have unlimited access to Desk Settings configuration. Supervisors cannot access Desk Settings.

    Add and maintain desk settings

    This procedure explains how to add desk settings. For information on maintaining desk settings, see see Update objects and Delete objects.

    Procedure
      Step 1   Navigate to Unified CCE Administration Manage > Agent > Desk Settings.
      Step 2   Click New to open the New Desk Settings window.
      Step 3   Complete the following fields:
      Field Required? Description

      Department

      yes (for department administrators)

      A departmental administrator must select one department from the department popup list to associate with this desk settings. The list shows all of this administrator's departments. (See Departments.)

      A global administrator can leave this field set to the default, which sets the desk settings as global (belonging to no departments). A global administrator can also select a department for this desk settings.

      Name

      yes Enter a unique name that will identify the desk settings, using a maximum of 32 alphanumeric characters.

      Description

      no Enter a description for the desk settings.

      Logout inactivity time

      no Enter the number of seconds an agent can be inactive while in the Not Ready state before the system logs the agent out. This number can be from 10 seconds to 7200 seconds (2 hours). Leave this field blank to disable the timer.

      Wrapup on incoming

      yes From the drop-down menu, select Optional (the default), Required, or Not Allowed to indicate whether the agent is allowed or required to enter wrap-up data after an incoming call. A selection of Optional means the agent can choose to enter wrap-up data or to answer another call.

      Wrapup on outgoing

      yes From the drop-down menu, select Optional (the default), Required, or Not Allowed to indicate whether the agent is allowed or required to enter wrap-up data after an outgoing call. A selection of Optional means the agent can choose to enter wrap-up data or to answer another call.

      Wrapup timer

      no Enter a value in seconds between 1 and 7200 to specify the time within which the agent can enter wrap-up data before being timed out. The default is 7200 seconds.
      Supervisor assist call method no From the drop-down menu, select Consultative Call or Blind Conference to indicate whether to create a consultative call or a blind conference call when the agent requests supervisor assistance. If you select Consultative Call, a caller is aware when the supervisor joins. This setting is currently supported by the CTI OS desktop only.
      Emergency call method no From the drop-down menu, select Consultative Call or Blind Conference to indicate whether to create a consultative call or a blind conference call when the agent makes an emergency call to the supervisor. The default option is Consultative Call. A caller is aware when the supervisor joins in a consultative call. This setting is currently supported by the CTI OS desktop only.
      Auto Answer no Unchecked by default. When checked, indicates that calls sent to this agent are answered automatically.
      Enable mobile agent no Check this check box to identify the agent as a Mobile Agent who can sign in remotely and take calls from any phone. With this selected, the agent can also sign in as a normal agent. The default option is unchecked—meaning this is not a mobile agent.

      Idle reason required

      no

      Check this check box if the agent must enter a reason before entering the Idle state. The default option is unchecked—the agent is not required to enter a reason.

      Logout reason required

      no

      Check this check box if the agent must enter a reason before logging out. The default option is unchecked—the agent is not required to enter check a reason.

      Note    There is no RONA field on the the Packaged CCE Desk Settings tool. The Requery on No Answer (RONA) timer on the Unified Cisco Unified Voice Portal (CVP) controls the agent desk settings for Packaged CCE.
      Step 4   Save the desk settings to return to the List window, where a message confirms the successful creation.

      Reason codes

      Agents enter reason codes on their agent desktops when they become idle (enter "Not Ready" state). Reason codes appear in Unified Intelligence Center reports and help identify agent behavior. Are agents taking an inappropriate number of breaks? How long are agents at lunch or in meetings? What is the average time it takes an agent to enter wrap-up data?

      If you configure reason codes in the agent desktop software, then configure the same reason codes in Unified CCE Administration to ensure consistency in reporting.

      Navigate to Unified CCE Administration Manage > Agent > Reason Codes to configure reason codes.

      Supervisors cannot access the Reason Codes tool.

      Add and maintain reason codes

      This procedure explains how to add a reason code. For information on maintaining reason codes, see Update objects and Delete objects.

      Procedure
        Step 1   Navigate to Unified CCE Administration Manage > Agent > Reason Codes.
        Step 2   Click New to open the New Reason Code window.
        Step 3   Complete the following fields:
        Field Required? Description

        Text

        yes

        Enter up to 40 characters to name the reason code.

        Code

        yes

        Enter a unique positive integer between 0 and 65,535.

        Description

        no

        Enter up to 255 characters to describe the reason code. There is no restriction of characters.

        See Native character sets.

        Step 4   Save the reason code to return to the List window, where a message confirms the successful creation.

        Teams

        Create teams to associate a set of agents with a specific supervisor who can run reports on that team and can receive Supervisor Assist requests from its members.


        Note


        Supervisor assist must be indicated in the Desk Settings tool and must be supported by the agent desktop.


        An agent can be a member of one team.

        Administrators can see and maintain teams unless constrained by their role and department associations.

        Supervisors have display-only access to the Teams tool. Global supervisors see all teams. Departmental supervisors see global teams and teams in their department.

        To configure teams, go to Unified CCE Administration Manage > Agent > Teams.

        Related References
        Related Information

        Add and maintain teams

        This procedure explains how to add a team. For information on maintaining teams, see Update objects and Delete objects.

        Procedure
          Step 1   Navigate to Unified CCE Administration Manage > Agent > Teams.
          Step 2   Click New to open the New Team window.

          This window has three tabs: General, Members, and Supervisors. You cannot save the team until you complete all required fields on the General tab. You can complete other tabs as needed and in any order.

          Step 3   Complete the fields on the General tab:

          Field

          Required?

          Description

          Department

          yes (for department administrators only)

          A departmental administrator must select a department from the department popup list to associate with this team. The list shows all of this administrator's departments.

          A global administrator can leave this field set to the default, which establishes the team as global (belonging to no departments). A global administrator can also select a department for this team.

          See Departments for more information about associating teams with departments.

          Name

          yes

          Enter up to 32 alphanumeric characters.

          Description

          no

          Enter up to 255 characters to describe the team.

          See Native character sets.

          Supervisor Script Dialed Number

          no

          Click the magnifying glass icon to display the Select Supervisor Script Dialed Number list.

          These are all the internal dialed numbers that have been configured to be used by routing scripts to direct calls to a supervisor for assistance. They are created on the Dialed Number tool with a routing type of Internal Voice.

          Click a link to select a dialed number and close the list. You can select only one.

          Step 4   Complete the Members tab:

          This tab shows a list of agents on the team.

          Click Add to open the Add Agents popup window. The row for each agent has four columns: a column that is either blank or that shows an "i" icon, a column with the agent's username, a column with the agent's last name, and a column with his first name. If the team is associated with a department, you see only agents associated with that department in the list. If the team is a global team, you see both global and departmental agents in the list.
          • If an agent already has an "i" icon indicating that the agent is a member of a team, hover over the icon to see the name of that team. Clicking an agent who already has a team removes that agent from that team and reassigns the agent to this team.
          • If an agent has no icon and has a blue row, that agent is already a member of this team.
          • If an agent has no icon and has a white row, that agent is on no team. Clicking an agent who has no team membership adds the agent to this team.
          Step 5   Complete the Supervisors tab:

          This tab shows the supervisors for the team and allows you to add supervisors.

          1. Click Add to add supervisors to the team. If the team is associated with a department, you see both global supervisors and supervisors associated with that department in the list. If the team is a global team, you see only global supervisors in the list.
          2. Click one or more rows to select supervisors. The supervisors are now in the List of Supervisors.
          3. Continue to another tab, or click Save to return to the List window, where a message confirms the successful creation of the team.

          Manage agent expertise

          There are two ways that agents can be categorized such that calls are sent to them based on their experience and their expertise in handling specific types of customer concerns.
          • You can add an agent to one or more skill groups. For example, agents who work on fulfilling orders might be added to a Customer Service or a Tracking Orders skill group.
          • You can assign one or more attributes to an agent. For example, an agent who speaks fluent Spanish might be assigned an attribute of Spanish.

          See Manage queues for details on skill groups and attributes.

          Agent reskilling

          Supervisors can reskill agents who are on teams that they supervise. This procedure explains how to reskill a single agent. For information on reskilling multiple agents at once, see Edit skill group membership for multiple agents.

          Note


          If you remove an agent from the agent's default skill group, the agent's default skill group is changed to the system defined default skill group.


          Procedure
            Step 1   Navigate to Unified CCE Administration Manage > Agent > Agents.
            Step 2   Click the agent you want to reskill.
            Step 3   Click the Skill Groups tab.
            Step 4   To add a skill group, click the magnifying glass icon to open the popup list of skill groups. Work in the popup window to add skill groups to the agent.
            Step 5   To remove a skill group, click the skill group's x icon in the List of Skill Groups section of the Skill Groups tab.
            Step 6   Click Save.

            Edit skill group membership for multiple agents

            Using the Agent tool, you can edit skill group membership for up to 50 agents at once. The agents must all belong to the same department or all be global agents. The Edit button is disabled if you select agents from multiple departments, or if you select a mix of global and departmental agents.

            If you remove an agent from the agent's default skill group, the agent's default skill group is changed to the system defined default skill group.


            Tip


            Use the Search field to find the agents whose skill group membership you want to edit. For example, you could find agents belonging to a particular department, team, or skill group, or with certain attributes. (See Search for agents.)


            Procedure
              Step 1   Navigate to Unified CCE Administration Manage > Agent > Agents.
              Step 2   Check the check box for each agent whose skill group membership you want to edit, up to 50 agents.

              To select all agents in a list, check the select/deselect all check box in the list header. (The check box is enabled for select all only when the number of agents in the list is less than or equal to 50. )

              The total number of selected agents appears above the agent list. To deselect all agents, click the select/deselect all check box. (The check box is enabled for deselect all when you check one or more agents in the list, regardless of the number of agents in the list.)

              Step 3   Click Edit > Skill Groups.

              The Add /Remove Skill Groups popup window opens with a list of skill groups. If you have selected agents from a specific department, global skill groups and skill groups associated with that department appear in the list. If you have selected global agents, all global and departmental skill groups appear in the list. The # of Selected Agents column indicates how many of the selected agents currently belong to each skill group.

              Step 4   In the Action column, click the + icon for each skill group to which you want to add the selected agents. Click the x icon for each skill group from which you want to remove the selected agents.
              Note   

              If all selected agents belong to a skill group, only the x icon appears for that skill group. If none of the selected agents belong to a skill group, only the + icon appears for that skill group.

              The total number of skill groups that you are adding and removing appears at the bottom of the popup window.

              Step 5   To undo a skill group membership change, click the undo icon in the Action column for that skill group.
              Step 6   Click Save, and then click Yes to confirm the changes.