Cisco Unified Contact Center Enterprise Solution Reference ...

Chapter 4 Unified Contact Center Enterprise Desktop
Cisco Supervisor Desktop
OL-8669-05
Figure 4-4 Cisco IP Phone Agent Components
IP Phone
-IP Phone Agent
IP
Cisco Catalyst
-SPAN port for
Silent Monitor
(optional)
190159
Cisco Unified Contact Center Enterprise 7.x SRND
Desktop Solutions
For more information on IP Phone Agent, refer to the Cisco IP Phone Agent User Guide, available at
http://www.cisco.com/univercd/cc/td/doc/product/icm/icmentpr/icm46doc/ipccdoc/cadall/cad70d/i
ndex.htm
Cisco Supervisor Desktop provides a graphical view of the agent team being managed by the supervisor.
An expandable navigation tree control, similar to Windows Explorer, is used to navigate to and manage
the team's resources.
Supervisors are able to view real-time information about the agents in a team as well as interact with
these agents. A supervisor can select an agent to change the agent's state, view information specific to
that agent, silently monitor or record the agent's calls, barge in or intercept an agent's call, chat with the
agent, or push a web page to the agent's desktop.
When Cisco Supervisor Desktop is installed, an instance of Cisco Agent Desktop is installed as well.
Cisco Agent Desktop is needed to enable a supervisor to take calls and barge in, intercept, and retrieve
skill group statistics.
The Supervisor Work Flow module within Cisco Supervisor Desktop enables configurable actions to be
triggered when specific events occur in the contact center. For example, a supervisor work flow can be
set up so that, whenever more than 10 calls are in queue for a specific skill group, an audible alert sounds
and the skill group name is highlighted in red on the supervisor's desktop. This module enables contact
centers to tailor the CAD installation to meet their specific needs.
This version of CAD has added the email alert action to supervisor work flows. This action can be
triggered by skill group events (number of calls in queue or longest call in queue) and will send an email
to one or more configured email addresses. The email contains information related to the condition that
caused the event as well as custom text.
Cisco Supervisor Desktop now contains an integrated web browser that gives supervisors the ability to
push web pages to particular agents in their team.
4-11