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Call Center (VoIP) - Supervisor User Guide

This article explains functions of Cisco’s Unified Contact Center Express (UCCX)for use by a Call Center Manager or Supervisor.

The attached Word document will provide instructions for a Call Center Supervisor or Manager for the use and real-time viewing, monitoring and features where an agent may require assistance.

Cisco Supervisor Desktop for Cisco's Unified Contact Center Express (UCCX) is a Computer Telephony Integration (CTI) application that allows supervisors tools to increase productivity and increase customer satisfaction. The features of CSD include but may not be limited to real time monitoring of agents and calls. If you require any further assistance beyond this article, please contact IT Services.

Accessing the System

Understanding the Interface

Real Time Displays

Agent States

Call Controls

Messaging

Monitoring Agents

Reason Codes

Wrap-up Data


Accessing the System

Once the Cisco Supervisor Desktop or CSD has been installed and configured on your computer, you should be able to launch the desktop application that will bring you to the Login popup window.

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ID: Enter your ID (CNet or UCHAD)
Password: Enter your Password (CNet or UCHAD)
Click Ok.

Understanding the Interface

The interface has several parts the toolbar, Skill Groups window, Agent window, Status Bar, Real Time Updates window. The toolbar allows quick access to functions. End users can also perform agent functions using shortcut keys. See the table below for a list of the operations, the toolbar icon, and the shortcut key.

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It's important to select your team in the drop down just above the Skill Groups window. You will then have access to the Skill Groups and Agents within the Agents window.

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Button

Name

Shortcut Key

Description

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Login

Ctrl-L

Logs you into ACD

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Logout

Ctrl-L

Logs you out of ACD

Ready

Ctrl-W

Changes selected agent's state to Ready to allow incoming ACD calls

Not Ready

Ctrl-O

Changes selected agent's state to Not Ready not allowing incoming ACD calls

Work

Ctrl-D

Changes state to Work. Not allowing calls. Indicates the selected agent is finishing some work from the previous call.

Barge-In

Ctrl-B

Enables you to join the selected agents conversation.

Intercept

Ctrl-I

Allows you take the call from the agent without agent intervention. The agent will be disconnected.

Chat

Ctrl-J

Opens the Chat Window.

Team Message

Ctrl-X

Opens the Team Message Window.

Start Recording

Ctrl-R

Begins the recording of the selected phone call.

Stop Recording

Ctrl-S

Stops the recording of the selected phone call.

Start Voice Monitor

Ctrl-A

Starts monitoring the voice call of a selected agent.

Stops Voice Monitor

Ctrl-P

Stops monitoring the voice call of a selected agent.

Voice Monitor Volume

Ctrl-V

Open volume control for the voice monitor.

Real Time Displays

The real time displays provide summaries and details on CSQs, Agents, and calls. The information displayed is dependent on the options selected in the Skill Groups and Agent Window. The display windows and columns can also be resized to allow quick access to the information you need. You may not change the position of the columns but you can sort the data by clicking on the top of the column. Scrolling to the right may be required in order to see all the information in a window.

The Real time displays can be customized for personal preference. If you enable the Integrated Browser a tab will be opened at the top of the Real Time Updates window.

Agent States

To change an agent’s state, select the agent from the Agent window. Follow the actions for each state.

  • Logout - To log the agent out of the system press the logout icon on the toolbar or Ctrl + L keys on your keyboard. (Agents can only be logged out by the supervisor.)
  • Ready – To change the state to Ready, click the Ready icon on the toolbar or press Ctrl+E keys on your keyboard.
  • Not Ready – To change the state to Not Ready, click the icon on the shortcut toolbar or press Ctrl+N keys on your keyboard.
  • Work – To change the state to Work if enabled on the system, click the icon on the shortcut toolbar or press Ctrl+D keys on your keyboard.

Call Controls

Barge In – If enabled, this is a forced conference initiated by the supervisor. The supervisor, Agent, and caller all remain connected. The supervisor may only do this once per call. The agent receives a message as the supervisor is attempting the Barge In and another message when it is connected. You will not be able to barge in when the call is on hold, the agent or supervisor has another call in progress, or the agent is already on a conference call.

Intercept – If enabled, this feature is a forced transfer initiated by the supervisor. When completed only the supervisor and caller will be connected. The agent is disconnected from the call.

Messaging

Chat – Clicking on the icon in the shortcut toolbar or Ctrl+J opens the chat window.

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Double click the Agent or Supervisor to open a direct chat. Highlight multiple users with or and clicking on them. And either double click or right click on a highlighted user to initiate a group chat.

Team Message – Click on the Team Message icon on the shortcut toolbar or press Ctrl+X to open the Team Message window.

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The dialog box shows current message and expiration time. To send a message Enter the message in the box next to Start/Stop. Adjust the expiration time. Click Start. To stop the message before the expiration time, click the Stop button. The system will automatically remember the last 10 messages for easy access.

Monitoring Agents

To monitor the Agents phone calls, click the Start Monitoring icon on the shortcut toolbar or click Ctrl+A. This allows you to monitor the agents phone calls without notifying them they are being monitored. It is available whether or not they are on the phone. The volume can be controlled with the Volume icon on the shortcut toolbar or pressing Ctrl+V. When you are finished, click the icon on shortcut toolbar to Stop monitoring or press Ctrl+P.

Reason Codes

Reason Codes are the indicators of why Agents Logout or change state to Not Ready. So it is easier for you to interpret the data be sure to instruct the agents of which codes to use and why. Below is a list of Reason Codes. If you have questions or would like to add/change codes please contact IT Services.

Logout Codes:

  1. On Break
  2. On Standby
  3. At Meeting
  4. Out to Lunch
  5. Running Ticket

Not Ready Codes:

  • 10 At Meeting
  • 20 Out to Lunch
  • 30 Logout End of Day
  • 40 Emergency

Wrap-up Data

Wrapup descriptions are required when an agent uses the work function. This informs the supervisor of why they were in work. If you have questions or would like to add/change codes please contact IT Services.

Wrap-up Descriptions:

  • Consultation
  • Customer Followup
  • Customer Support
  • Process Database



Keywords:acd cad cti uccx cisco agent "barge in" intercept ready codes wrap-up   Doc ID:21270
Owner:Kathy C.Group:University of Chicago
Created:2011-11-14 17:05 CSTUpdated:2016-10-17 13:47 CST
Sites:University of Chicago, University of Chicago - Sandbox
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