Packaged CCE Administration Guide for Release 9.0(x)
Manage Agents
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Manage Agents

Manage Agents

Administrators have full access to all tools documented in this chapter.

Supervisors have limited access to Agents, display-only access to Teams, and no access to Supervisors, Desk Settings, or Reason Codes.

Agents

Agents respond to contacts from customers. These contacts are often telephone calls, but a customer might have selected a "Click to Chat" button on a web page and need to interact with an agent by typing in the chat window. A customer might also have sent an email that needs a reply from an agent. These requests to answer a phone call, join a chat, or reply to an email 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 non-voice routing domain, that agent is a multichannel agent for that skill group.

Agents:

  • Can be located at a call 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 Optional Features Guide, at http:/​/​www.cisco.com/​en/​US/​products/​ps12586/​prod_​maintenance_​guides_​list.html.
  • Can be tagged as supervisors. An agent with supervisor status can oversee as many as 10 agent 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.
  • Can be assigned to one team. Teams are organizational units that reflect the reporting structure in a contact center.
  • Are each 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.
  • Can be assigned attributes that indicate their proficiency—perhaps expertise in a certain language or technology.
  • Can be assigned to skill groups.
  • Work from an agent desktop. Packaged CCE supports either (or both) Finesse or CTI OS toolkit as the agent desktop tool.

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

Add and Maintain Agents


Tip


You can add agents one at a time from the List of Agents window. You can also run Manage Bulk Jobs to add or edit multiple agent records.


Procedure
    Step 1   Navigate to Unified CCE Administrator 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

    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 username was selected as the 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 11 digits.

    If you leave this field blank, Packaged CCE auto-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 to display the Select Desk Settings list where you can select a different desk settings.

    Team

    no

    The Team field defaults to None or to the current team for this agent. To change it, click the magnifying glass to display the Select Team list. Select a team.

    Login Enabled

    no

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

    Set Password

    no

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

    Enter Password

    no

    Enter and re-enter a maximum of 32 characters to establish and confirm a password for this agent

    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 the magnifying glass to open a popup list of all attributes, showing the name and current default value for each. You can:

    1. Click the attributes you want to add for this agent, up to a maximum of 50.
    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 the magnifying glass 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. 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, 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 the team associated with this supervisor. To select a team, click the magnifying glass to display the Add Supervised Teams list. Then click a link to select a team and close the list.

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

    Update Agents

    Administrators have full permission to edit agents. Supervisors can edit the password fields on the General tab, all fields on the Attributes tab, and all fields on the Skill Groups tab..

    To edit an agent, click the username on the List of Agents window to open the Edit Agent <Name> window.

    Procedure
      Step 1   Edit fields as needed.
      Step 2   Check Change Password to clear the Password and Re-enter Password fields to reset the password.
      Step 3   Click Cancel to retain existing agent configuration, or click Save to make the changes and return to the List of Agents.

      Delete Agents

      Administrators can delete agents. Supervisors cannot.

      You cannot delete an agent who is referenced by a script or who is configured as a supervisor and assigned to an agent team.

      Procedure
        Step 1   To delete an agent, open the List of Agents window and click the trash can icon for that Agent ID.
        Step 2   Respond to the confirmation message. This action marks the agent for deletion. You must permanently delete the agent from Configuration Manager.

        Related Tasks

        Reporting on Agents

        These are some Cisco Unified Intelligence Center reports relevant to agents.

        Supervisors

        Agents can be configured to have supervisor status for voice contacts.

        Remember:

        An agent to whom you confer supervisor status must already exist in Active Directory.

        Supervisors have both agent credentials and supervisor Active Directory credentials. They enter their agent credentials to sign in to Unified CCE Administration, where they have limited access to tools on the Manage menu. They must use their supervisor AD credentials to run reports on the teams they supervise.

        A supervisor can supervise multiple teams and can be both a supervisor and a member of a team. Supervisors are also reporting users.

        With Supervisor status, agents can:

        • Generate reports 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 Packaged CCE supports both the CTI OS and Finesse desktops, both of which have a supervisor desktop. (Not all supervisor features are supported on both desktops.)
        • Join an 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 Settings.
        • Reskill agents who are on teams they supervise.

        To configure supervisors in Unified CCE Administration, go to Unified CCE Administrator Manage > Agent > Agents. Select an agent and click the Supervisor tab.

        Add and Maintain Supervisors

        In Unified CCE Administration, go to Unified CCE Administrator Manage > Agent > Agents.

        Procedure
          Step 1   Create a new agent or edit an existing agent. See Add and Maintain Agents.
          Step 2   Click the Supervisor tab.
          Step 3   Check Is Supervisor to configure this agent as a Supervisor.
          Step 4   From the Supervisor Domain drop-down, select the domain for this supervisor.
          Step 5   Enter the unique active directory username for this supervisor.
          Step 6   Select the teams for this supervisor:
          1. Click the magnifying glass next to List of Supervised Teams to open Add Supervised Teams.
          2. Click the team name link to add the team.
          Step 7   Click Cancel to retain the existing configuration, or click Save to create the supervisor.

          You return to the List of Agents.


          Update Supervisors

          To edit a supervisor, click the username on the List of Agents window to open the Edit window. Then click the Supervisor tab.

          All fields on this window are editable—with the exception of Supervisor Domain.

          Procedure
            Step 1   Click the username on the List of Agents window to open the Edit window.
            Step 2   Then click the Supervisor tab.

            Step 3   Modify fields as needed.
            Step 4   Check Change Password to clear the Password and Re-enter Password fields to reset the password.
            Step 5   Click Cancel to retain existing agent configuration, or click Save to make the changes and return to the List of Agents.

            Delete Supervisors

            You cannot delete a supervisor who is referenced by a script or who is assigned to an agent team.

            Procedure
              Step 1   Open the List of Agents window and click the trash can icon for the supervisor's username.
              Step 2   Respond to the confirmation message. This action marks the supervisor for deletion. You must permanently delete from Configuration Manager.

              Related Tasks

              Desk Settings

              All agents have a desk settings configuration. A desk settings is 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 Administrator Manage > Agent > Desk Settings.

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

              Add and Maintain Desk Settings

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

                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 This is the number of seconds an agent can be inactive while in the Not Ready state before the system logs her out. This can be from 10 seconds to 7200 seconds (2 hours). Leave this field blank to disable the timer.

                Wrapup on incoming

                yes Required

                Wrapup on outgoing

                yes From the drop-down, 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 wrapup 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 wrapup data before being timed out. The default is 7200 seconds.
                Supervisor assist call method no From the drop-down, 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 will be aware when the supervisor joins. This setting is currently supported by the CTI OS desktop only.
                Emergency call method no From the drop-down, 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 is Consultative Call. A caller will be 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 will be answered automatically.
                Enable mobile agent no Check this 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 is unchecked—meaning this is not a mobile agent.

                Idle reason required

                no

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

                Logout reason required

                no

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

                Note    There is no RONA field on the the Packaged CCE Desk Settings tool. The Unified CVP RONA timer 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.

                Update Desk Settings

                To edit a desk settings, click the hyperlinked name on the list window. This opens the Edit Desk Settings window.

                All fields are editable.

                Save the changes to return to the list window, where a message confirms that the changes are saved successfully.

                Delete Desk Settings

                To delete a desk settings, open the list of Desk Settings window and click the trash can icon for that desk settings name.

                A message confirms the successful deletion or indicates reasons why you cannot delete.


                Note


                You cannot delete:
                • A desk settings that is associated with an agent
                • The system default desk settings.

                Agent Desktops

                Packaged CCE supports CTI OS and Cisco Finesse desktops. You can use either or both.

                Packaged CCE imposes a limit of 1000 agents who can be logged in to the agent desktop. If you deploy both the CTI OS and Cisco Finesse desktops, when the 1001st agent logs in to either, both desktops display a warning that the login request failed because the limit has been reached.

                Agent Desktop Comparison

                CTI OS or Finesse

                The table below summarizes and compares the features supported in these desktops.

                Feature Cisco Finesse desktop 9.0 CTI OS desktop
                ACCESSIBILITY

                509 Compliance

                No

                Yes

                Keyboard shortcuts

                No

                Yes

                Large toolbar buttons

                Yes / custom code

                No

                Scroll team messages

                Yes / custom code

                No

                AGENT STATE

                Log in and Log out

                Yes

                Yes

                Log out forced on application close

                Yes

                Yes

                Log out forced on duplicate agent ID

                No

                Yes

                Ready and Not Ready

                Yes

                Yes

                Reason codes: Log out Ready and Not Ready, global

                Yes

                Yes

                Wrap-up codes, editable by agent

                No

                Yes

                Wrap-up codes, global

                Yes

                Yes

                Wrap-up codes, optional

                No

                Yes

                Wrap-up for outbound calls

                Yes

                Yes

                CHAT MESSAGING AND PRESENCE

                Agent chat to agent within team

                No

                Yes

                Agent chat to any agent while conferencing

                No

                Yes

                Agent chat to supervisor

                No

                Yes

                CISCO OUTBOUND OPTION SUPPORT

                Predictive Outbound campaigns

                Yes

                Yes

                Progressive Outbound campaigns

                Yes

                Yes

                Scheduled and personal callbacks

                Yes

                No

                Outbound wrap-up code support

                No

                Yes

                CONFIGURABLE GUI

                No

                Yes

                Desktop modes: Normal, open, on top, stealth, and agent selectable

                Yes / custom code

                No

                Desktop modes: Normal, open, on top, stealth, and agent selectable

                Yes / custom code

                No

                Integrated browser

                Yes / custom code

                No

                DEPLOYMENT MODES

                Standard (Cisco Finesse server pair and Cisco Unified Contact Center Enterprise (CCE) peripheral gateway pair over the LAN)

                Yes

                Yes

                Standard over the WAN (sides A and B separated by WAN)

                Yes

                Yes

                Hosted (multiple Cisco Finesse instances per virtual machine connecting to multiple peripheral gateways on a single box)

                No

                Yes

                Multi-instance (multiple Cisco Finesse instances per virtual machine connecting to a single peripheral gateway running multiple peripherals)

                No

                Yes

                Multi-tenant (single Cisco Finesse instance and peripheral gateways - logical partitioning of data per customer)

                No

                Yes

                Parent/Child

                No

                Yes

                Parent/Child clustered over WAN

                No

                Yes

                ENTERPRISE DATA

                Display caller information (Automatic Number Identification [ANI] and Dialed Number Identification Service [DNIS])

                Yes

                Yes

                View CallVars and Expanded Call Context (ECC) in user interface

                Yes

                Yes

                Set CallVars and ECC in user interface

                Yes / custom code

                Yes

                Get and Set CallVars 1-10 and ECC Vars API

                Yes

                Yes

                MOBILITY

                Hot seating

                Yes

                Yes

                Extension mobility

                No

                Yes

                Mobile agent (PSTN)

                Yes

                Yes

                Cisco IP Communicator support

                Yes

                Yes

                VPN support

                Yes

                Yes

                VMWare View VDI

                Yes

                Yes

                Citrix XenDesktop

                Yes

                Yes

                PLATFORM

                Localization

                English only

                Yes

                Quality of Service (QoS)

                N/A

                Yes

                Secure HTTP

                No

                Yes

                RECORDING

                Agent-initiated record call button

                No

                Yes

                REAL-TIME DISPLAYS

                Agent state log

                Implemented through Cisco Unified Intelligence Center. Cisco Finesse software does not currently have a native user interface or API

                Yes

                Agent statistics

                Implemented only through Cisco Unified Intelligence Center.

                Yes

                Call log

                Implemented only through Cisco Unified Intelligence Center.

                Yes

                Queue (skill) statistics

                Yes

                Yes

                Auto-refresh real-time data

                Yes

                Yes

                SDK

                Production SDK

                Yes

                Yes

                SUPERVISOR

                Barge intercept

                No

                Yes

                Change agent state

                Yes

                Yes

                Cisco Unified Communications Manager Silent Monitor

                Yes

                Yes

                Desktop Silent Monitor

                No

                Yes

                Emergency and assist

                No

                Yes

                Real-time queue information

                Yes

                Yes

                Switch Port Analyzer (SPAN) monitoring

                No

                Yes

                Team performance - see agent state by team

                Yes

                Yes

                Team performance - see time in state for each agent

                Yes

                Yes

                Team performance - view skill group associations

                No

                Yes

                Team performance - view call details for agent

                No

                Yes

                THIRD-PARTY CALL CONTROL

                Login by ID

                Yes

                Yes

                Login by agent name

                No

                Yes

                Blank passwords

                No

                Yes

                Answer or release

                Yes

                Yes

                Hold or retrieve

                Yes

                Yes

                Alternate (while transferring)

                Yes

                Yes

                Transfer - blind

                No

                Yes

                Transfer - consultation

                Yes

                Yes

                Conference - consultation

                Yes

                Yes

                Conference support for four participants

                Yes

                Yes

                Send digits (DTMF) while connected

                Yes

                Yes

                Pass call variables during transfer or conference

                Yes

                Yes

                Make call - dial pad

                Yes

                Yes

                Multiple call appearances

                Yes

                Yers

                Multiline

                No

                Yes

                Recent call list

                No

                Yes

                WEB ARCHITECTURE

                Browser-based agent desktop

                Yes

                No

                Browser-based supervisor desktop

                Yes

                No

                Enterprise mash-up architecture

                Yes

                No

                Open Web 2.0 APIs

                Yes

                No

                Web 2.0 Software Development Kit (SDK)

                Yes

                Yes

                Reason Codes

                Agents enter reason codes on their agent desktops when they go idle (or "Not Ready"). 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, it is a best practice to configure the same reason codes in Unified CCE Administration to ensure consistency in reporting.

                Navigate to the Unified CCE Administrator Manage > Agent > Reason Codes interface to configure reason codes.

                Supervisors cannot access the Reason Codes tool.

                Add and Maintain Reason Codes

                Procedure
                  Step 1   Navigate to Unified CCE Administrator Manage > Agent > Reason Codes.
                  Step 2   Click New to open the New Reason Code window.
                  Step 3   Enter 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.

                  Update Reason Codes

                  To edit a reason code, click the Text field on the List of Reason Codes to open the Edit Reason Code window.

                  You can edit the Text and Description fields.

                  Save the changes to return to the List window, where a message confirms that the changes are saved successfully.

                  Delete Reason Codes

                  Procedure
                    Step 1   To delete a reason code, open the List of Reason Codes window and click the delete icon for that reason code.
                    Step 2   Respond to the confirmation message. This action marks the reason code for deletion. You must permanently delete it from Configuration Manager..

                    Related Tasks

                    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 .

                    Supervisors have display-only access to the Teams tool.

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

                    Related References

                    Add and Maintain Teams

                    Procedure
                      Step 1   Navigate to Unified CCE Administrator 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 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

                      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 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 arecreated 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 the magnifying glass to open the Add Agents popup. The row for each agent has four columns: a column that is either blank or that shows a "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 an agent already has an "i" icon indicating that he 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 him from that team and reassigns him 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 him 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 the magnifying glass to add supervisors to the team.
                      2. Click one or more links 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.

                      Update Teams

                      To edit a team, click the team name on the List of Teams to open the Edit <Name> Team page. All fields on this page are editable.

                      Save the changes to return to the List page, where a message confirms that the changes are saved successfully.

                      Delete Teams

                      Procedure
                        Step 1   To delete a team, open the List of Teams window and click the trash can icon for that team.
                        Step 2   Respond to the confirmation message. A message either confirms the successful deletion or indicates reasons why you cannot delete.