Agents respond to
contacts from customers. These contact requests are often telephone calls, but
can also be chat requests or emails.
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 agent for that skill group. And if an agent is a
member of a skill group that is set up for a nonvoice routing domain, that
agent is a multichannel agent for that skill group.
Agents can be
located at a contact center site or designated as mobile agents who work
elsewhere—perhaps from a home office. Setting up mobile agents is documented in
Cisco Packaged Contact
Center Enterprise Features Guide
Agents can be
assigned to skill groups and to one team. Teams are organizational units that
reflect the reporting structure in a contact center. They can also be assigned
attributes that indicate their proficiency—perhaps expertise in a certain
language or technology.
Agents work from an
agent desktop. Each agent is 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.
You can indicate
that an agent is a supervisor. An agent with supervisor status can oversee
multiple 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.
Based on their role and the
departments they administer,
Administrators can see and maintain all agents. Supervisors see a
list of agents who are on teams they supervise.
to view the Agent list.