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Cisco Unified CCX Web Chat Agent and Supervisor Desktop User Guide, Release 10.0(1)

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The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Learn more about how Cisco is using Inclusive Language.

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Book Title

Cisco Unified CCX Web Chat Agent and Supervisor Desktop User Guide, Release 10.0(1)

Chapter Title

Introduction to the Unified CCX Web Chat Supervisor Desktop

Results

Updated:
January 20, 2014

Chapter: Introduction to the Unified CCX Web Chat Supervisor Desktop

Introduction to the Unified CCX Web Chat Supervisor Desktop

The desktop administrator configures the supervisor desktop URL in Cisco Supervisor Desktop (CSD) to enable supervisors to view the chat Contact Service Queue (CSQ) and agent summary reports.

Access the Unified CCX Web Chat Supervisor Desktop


Warning

If you click the Back, Close, or Refresh button on your browser at anytime, you are logged out from the supervisor desktop.

Procedure
    Step 1   Choose the web chat supervisor desktop URL from the CSD to log in to the supervisor desktop. Accept the certificate and confirm the request to remember this certificate for future reference.
    • For single node setup there is only one option.
    • For a High Availability (HA) setup there are two supervisor URLs (one for the primary node and the other for the secondary node).
    Note   
    You can also open Web Chat Supervisor Desktop in a standalone browser instead of in Cisco Supervisor Desktop. To access the Web Chat Supervisor Desktop enter the following case-sensitive URL in the supported browser: 
    https://<<servername>>/agentdesktop/supervisor
    where <<servername>> is the fully qualified domain name of Unified CCX, for example: 
    https://uccxnode.cisco.com/agentdesktop/supervisor

    Web Chat Supervisor Desktop will not work if you use the IP address.

    Step 2   Enter your credentials in the Cisco Unified CCX Web Chat Supervisor Desktop window, and then click Sign In.
    Step 3   Select the required team from Select team drop-down list.
    Figure 1. Supervisor team selection



    Step 4   Click the Contact Service Queue (CSQ) or Agent radio button to view the reports for the selected option.
    • If you select Contact Service Queue, the Chat CSQ Summary Report is displayed in grid format as shown in Figure 2.
    Figure 2. CSQ Summary Report



    • Click any CSQ to view the detailed CSQ report.
    Figure 3. CSQ Detail Report



    • If you select Agent, the Agent Summary Report is displayed in grid format as shown in Figure 4.
    Figure 4. Agent Summary Report



    Step 5   Click the Refresh icon next to the team drop-down list to get the latest list of teams.
    Step 6   When you click Refresh, you stop viewing the current report.
    Step 7   Click Sign Out to exit the application. You are logged out and redirected to the login page.

    Troubleshooting for the Web Chat Supervisor Desktop

    What should I do if I get the certificate error before I try to log in to Chat Supervisor Desktop?

    Install your certificate. See the certificate installation procedure.

    What happens if supervisor desktop URL does not work?

    If one supervisor desktop URL does not work, try the other URL in an HA setup.

    What should I do if I get an error message when I click the supervisor desktop URL?

    Your firewall may be blocking your outgoing calls to the Unified CCX server. To check, ping Unified CCX by its FQDN from the client machine: $ping uccx.foo.com. If ping fails, try to route to the Unified CCX: $nslookup uccx.foo.com. If the nslookup command fails, consult your administrator.

    What happens if another supervisor logs in with my ID?

    You get the following message:

    Another supervisor has logged in with the same ID. Your supervisor desktop will log out.

    Then, you are routed back to the login page.

    What happens if connectivity is lost?

    You get the message:

    Due to technical issues you are being logged off

    and you are logged out.

    What should I do if the URL is automatically populated with the Unified CCX server IP address, not its hostname?

    The client was unable to perform a reverse DNS lookup to obtain the hostname.

    Replace the IP address with the hostname in the URL.

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