You can organize
Unified CCE voice agents into
teams. A team
is a collection of agents grouped for reporting purposes.
A single agent
can belong to only one team.
software allows you to group individual agents into agent teams that
supervisors can manage. Agent teams are assigned to a specific peripheral, so
you must assign all agents of a given team to the same Unified CM peripheral.
software lets you assign both Primary and Secondary supervisors to an
individual team; set up your teams with both a Primary and a Secondary
supervisor. This setup helps to accommodate Supervisor and Emergency assist
on the agents team list are able to view real-time statistics (using your
reporting application). Supervisors can, for example, barge-in, intercept,
silently monitor, and log out agents in the associated team using the CTI
Toolkit Supervisor Desktop application.
If you use Cisco
Agent Desktop, you must configure the supervisor in Unified ICM/Unified CCE
software first, then configure the supervisory features within Cisco Agent
purposes, you can report on agent teams and agents grouped into teams. Also,
supervisors can run reports on their teams. (For more information about
for Cisco Unified ICM/Contact Center Enterprise & Hosted.)
Each team you set up
must have an agent supervisor associated with it. You can then configure
supervisory agent features, to allow the supervisor to better monitor agent
activity and assist agents on their team. When you create an agent supervisor,
you must enter the following information for the supervisor:
name to which the agent team belongs
Windows User ID
for the supervisor
for the supervisor
agent teams, be aware of the following rules:
An agent can be
a member of only one agent team.
An agent team
can have only one Primary Supervisor.
A supervisor can
be a supervisor of any number of agent teams.
A supervisor for
an agent team can also be a member of that agent team.
belonging to an agent team and all supervisors for that agent team must be on
the same peripheral.
cannot be using the Windows administrator account when logging in as