You can organize Unified CCE voice agents into
teams. A team is a collection of agents grouped for reporting
A single agent can belong to only one team.
Unified ICM/CCE 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.
Unified ICM/CCE software lets you assign both Primary and Secondary
supervisors to an individual team. Cisco recommends that you set up your teams
with both a Primary and a Secondary supervisor. This setup helps to accommodate
Supervisor and Emergency assist scenarios.
Supervisors listed 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 IPCC 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 Desktop.
For reporting purposes, you can report on agent teams and agents
grouped into teams. Also, supervisors can run reports on their teams. (For more information about reposting, see
Reporting Guide for Cisco Unified ICM/Contact Center Enterprise
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
Windows Domain name to which the agent team belongs
Windows User ID for the supervisor
Windows password for the supervisor
When configuring 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
All agents belonging to an agent team and all supervisors for that
agent team must be on the same peripheral.
A supervisor cannot be using the Windows administrator account
when logging in as supervisor.