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Contents
- Manage Agents
- Agents
- Add and Maintain Agents
- Update Agents
- Delete Agents
- Reporting on Agents
- Supervisors
- Add and Maintain Supervisors
- Update Supervisors
- Delete Supervisors
- Desk Settings
- Add and Maintain Desk Settings
- Update Desk Settings
- Delete Desk Settings
- Agent Desktops
- Agent Desktop Comparison
- Reason Codes
- Add and Maintain Reason Codes
- Update Reason Codes
- Delete Reason Codes
- Teams
- Add and Maintain Teams
- Update Teams
- Delete Teams
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 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
Procedure
TipYou 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.
Update Agents
ProcedureAdministrators 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.
Delete Agents
ProcedureAdministrators 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.
Related Tasks
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
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: 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
ProcedureTo 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.
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.
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 . 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.
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 interface to configure reason codes.
Supervisors cannot access the Reason Codes tool.
Add and Maintain Reason Codes
Procedure
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.
NoteSupervisor 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 Tasks
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.
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.
