Agents respond to contacts from customers. These contact requests are often phone 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. 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 the Cisco Packaged Contact Center Enterprise Optional Features GuideCisco Packaged Contact Center Enterprise Features GuideCisco Packaged Contact Center Enterprise Features Guide Cisco Packaged Contact Center Enterprise Features Guide , at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-maintenance-guides-list.html.
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.
Navigate toto view the Agent list. Administrators can see and maintain all agents. Supervisors see a list of agents who are on teams they supervise.