You can configure
agents to have supervisor status for voice contacts.
both agent credentials and supervisor Active Directory credentials but are not
in an AD security group. They use their supervisor AD credentials to run
reports on the teams they supervise. They use their agent credentials to sign
in to Unified CCE Administration, and they have limited access to tools on the
status, agents can perform the following tasks:
multiple teams and can be both a supervisor and a member of a team.
and view data for the teams they supervise and the agents on those teams.
Use a supervisor
desktop to barge-in, intercept, silently monitor, and log out agents.
agent/customer call to assist on a consultative or emergency basis. (The
agent's ability to request supervisor assistance is a setting on the Desk
attributes, skill groups, and passwords of agents who are on teams they
supervisors in Unified CCE Administration, go to
. Select an agent and click the
access tools on the Manage menu, as follows:
Agent List window, supervisors can see and edit settings for the agents that
Supervisors can also change
skill group assignments for up to 50 agents at once by selecting the agents on
the Agent List window, and then clicking
> Skill Groups.
General tab: Supervisors can edit the agent's password. Other
fields are read-only.
Attributes tab: Supervisors can add, modify, and remove
attributes for agents on teams they supervise.
Skill Groups tab: Supervisors can add and remove the agent's
membership in skill groups and can change the agent's default skill group.
Supervisor tab: Read-only for supervisors.
||If a supervisor attempts to make numerous membership changes at once (in excess of 3500 in a single save), the system alerts the supervisor of attempting too many changes in a single operation.|
Skill Group List window, supervisors can see and edit membership for skill
groups. Supervisors cannot add or delete skill groups.
General tab: Fields are read-only.
Members tab: Supervisors can add and remove skill groups for
agents who are on teams they supervise.
Add Supervisor Status to an Agent
This procedure explains how to create a supervisor. For information on maintaining supervisors, see Update Objects and Delete Objects.Remember:
The agent to whom you are adding supervisor status must already exist in Active Directory.
In Unified CCE Administration, go to
||Create a new agent or edit an existing agent. See Add and Maintain Agents. Remember: |
The department that is associated with the agent applies to the supervisor.
||Click the Supervisor tab.|
||Check Is Supervisor to configure this agent as a Supervisor.|
||From the Supervisor Domain drop-down menu, select the domain for this supervisor.|
||Enter the unique Active Directory username for this supervisor.|
||Select the teams for this supervisor:|
- Click Add next to List of Supervised Teams to open Add Supervised Teams. 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 both global and departmental teams in the list.
- Click the team name to add the team.
||Click Save to create the supervisor.|