Cisco Unified CCX Web Chat Agent and Supervisor Desktop User Guide, Release 10.0(1)
- 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
- Troubleshooting for the Web Chat Supervisor Desktop
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. |
| 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.
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| 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.
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| Step 4 |
Click the Contact Service Queue (CSQ) or Agent radio button to view the reports for the selected option.
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| Step 5 |
Click the Refresh icon
 next to the team drop-down list to get the latest list of teams. |
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| 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?
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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