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Cisco Supervisor Desktop User Guide /CAD 8.5 for Unified CME

1. Double click any e mail listed in the display to view the e mail in the Agent E Mail Viewer The data is for the last seven days The data refresh rate is configurable and ranges from every 5 to 60 seconds By default it is every 15 seconds There is no graphical display available for these statistics Table 15 lists the fields in the Detail display Table 15 Queued display data The sender of the e mail a The recipient of the e mail The subject of the e mail January 30 2014 37 Cisco Supervisor Desktop User Guide Table 15 Queued display data cont d Date Received The date the e mail was received The date the e mail was moved to the CSQ E Mail CSQ Resolved 38 The Resolved display is available when you select a specific CSQ from the Contact Service Queues gt E Mail tree Double click any e mail listed in the display to view the e mail in the Agent E Mail Viewer The data is for the last seven days The data refresh rate is configurable and ranges from every 5 to 60 seconds By default it is every 15 seconds There is no graphical display available for these statistics Table 16 lists the fields in the Detail display Table 16 Resolved display data Date Completed The date the e mail was sent to the customer or the date the e mail was sent to the Peer Review Queue E Mail State The agent s current e mail state Wrap up Data Any wrap up data the agent entered if the agent state
2. Agents can be configured so that they can start and stop recording calls However an agent cannot stop a recording started by a supervisor If an agent attempts to do so their Agent Desktop or IPPA interface indicates the recording is stopped However the recording is not stopped and Supervisor Desktop displays an icon indicating that recording is proceeding m You can stop a recording initiated by an agent a f notification is off agents have no way of Knowing if you are recording their calls If an agent attempts to start recording a call that you are already recording the agent will see a recording icon on the call although the agent is not in control of the recording m When you or an agent record a call a recording license Is used The license is released when the recording stops If all recording licenses are in use when you attempt to start a recording the recording will not start NOTE When you receive a message saying the recording has failed due to the server running out of disk space you free the space for new recordings by deleting the existing recordings in the Supervisor Record Viewer To record a Call 1 Choose the call you want to record from the Agents tree 2 Click the Start Record button or choose Intervention gt Call Agent Start Recording January 30 2014 51 Cisco Supervisor Desktop User Guide 52 3 When you are finished click the Stop Record button or choose Intervention gt Call Age
3. Figure 10 Chat session window Chatting with Pete Wall Seles File Edit Actions Help Elizabeth Stuck 12 59 Hi Pete what s the discount tor gold customers Fete Wall 13 00 15 today Chat history pane Text entry pane High priority 3 Type your message in the text entry field 4 If you want your message to be noticed immediately by a pop up in the recipient s screen select the High priority check box 5 Click Send or press Enter Your message is sent to your chat partner and logged in the chat log pane Replies from recipients of a group message appear in individual chat session windows They cannot reply to the group they can reply only to you To terminate a chat session m Choose File gt Close or click Close in the upper right hand corner of the Chat window 56 January 30 2014 Using Chat Predefined High Priority Chat Messages Agents might have a task button in Agent Desktop and CAD BE configured to send a predefined high priority chat message to their supervisor s This predefined message for example Please barge in on my call is set up by the administrator It behaves just like a regular chat message that is flagged as high priority4t pops up on your screen on top of all other windows for your immediate attention You can reply to a predefined high priority chat message from a CAD agent You Cannot reply to one sent by a CAD BE agent since CAD BE does not include two way
4. AS IS WITH ALL FAULTS CISCO AND THE ABOVE NAMED SUPPLIERS DISCLAIM ALL WARRANTIES EXPRESSED OR IMPLIED INCLUDING WITHOUT LIMITATION THOSE OF MERCHANTABILITY FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING USAGE OR TRADE PRACTICE IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT SPECIAL CONSEQUENTIAL OR INCIDENTAL DAMAGES INCLUDING WITHOUT LIMITATION LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES Cisco and the Cisco Logo are trademarks of Cisco Systems Inc and or its affiliates in the U S and other countries A listing of Cisco s trademarks can be found at http www cisco com go trademarks Third party trademarks mentioned are the property of their respective owners The use of the word partner does not imply a partnership relationship between Cisco and any other company 1005R Any Internet Protocol IP addresses used in this document are not intended to be actual addresses Any examples command display output and figures included in the document are shown for illustrative purposes only Any use of actual IP addresses in illustrative content is unintentional and coincidental Cisco Supervisor Desktop User Guide 2010 2014 Cisco Systems Inc All rights reserved 2010 2014 Calabrio Inc All rights reserved A SSS Contents Ci
5. The recipient of the e mail January 30 2014 Real Time Displays Table 7 Active E Mail display data cont d Subject The subject of the e mail Date Received The date the e mail was received Date Retrieved The date the e mail was retrieved from the queue by the agent In Process Duration The length of time the agent spent processing the e mail Processing time includes all time that the agent was in E Mail Processing state with the e mail in focus On Desk Duration The length of time the e mail was on the agent s desk On desk time begins when an agent receives an e mail and ends when the agent sends a reply to that e mail Contact Service Queues The name of the CSQ to which the e mail was routed Agent Contact Enterprise Call History The Enterprise Call History display is available when you select an active call under a Specific agent s name in the Agents tree This display presents a history of the call s presence in the contact center The data refresh rate is 1 second and is not configurable Table 8 lists the fields in the Enterprise Call History display Table 8 Enterprise Call History display data Threshold tttCs The acceptable amount of time a call can remainata _ acceptable amount of time a call can remain at a particular device or contact center The administrator might assign caution and warning threshold values to each device type as well as a total threshold value for a call If a call rema
6. Supervisor Work Flow Setup Customer Management V Enable Actions of Thresholds Wweue Statistic Tree Control Node Action i Current Oldest 7 Select Below in the Thresholds pane and then click Add under the Actions pane The Action Type Selection dialog box appears 66 January 30 2014 Creating Supervisor Work Flows 8 Select Tree Control Action and then click OK Figure 14 Figure 14 Action Type Selection dialog box Action Type Selection Action Type The Tree Control Action dialog box appears Figure 15 Figure 15 Tree Control Action dialog box Tree Control Action Tree Control Action W Display Text Below I Change Text Color a Set Color 9 Check Display Text and enter Below in the field 10 Check Change Text Color click Set Color choose green from the color palette displayed and then click OK 11 Repeat steps 7 through 10 for the Above and Within thresholds For Above select Warning as the display text and set the color to red For Within select Caution as the display text and set the color to blue January 30 2014 67 Cisco Supervisor Desktop User Guide When you are finished click OK to enable the work flow The skill group names will now be color coded with text displayed Figure 16 Figure 16 Skill Group names color coded Skill Groups skBOOO Below 2 sk6200 Caution i 2 sk6500 Caution j Se sk 000 Warning v 2 sk 500 Below i 2
7. eee Available Displays Columns Graphs Refresh esas Teamsummary Yes Yes Yes Voice gt CSQ January 30 2014 omn e e e pa f e e e 17 Cisco Supervisor Desktop User Guide Table 1 Configurable elements of the Supervisor Desktop interface cont d Tree Control Configure Configure Configure eee Available Displays Columns Graphs Refresh summary Yes Wo Yes pa f e e ww f e toes peme ves e e Team Agent Summary se oo f e mee Logs O TE E active Cal ee a Cal enterprise Data Yes No No Enterprise Call History ep E EMail Active E Active E Mail Supervisor 2m Browser tabs Premium feature level only 18 January 30 2014 The Supervisor Desktop Window To set your interface preferences 1 Choose View gt Preferences The Preferences dialog box appears Figure 5 Figure 5 Preferences window Preferences Columns Configure Refresh rate in seconds 15 Columns Configure Refresh rate in seconds 15 W Enable movable windows W Enable Large Toolbar Icons W Enable Integrated Browser Change Report Font Size to Restore default layout Cancel 2 Inthe left pane select a node The right pane displays that node s settings NOTE If a display element is disabled it cannot be configured 3 If you want to configure the columns that are displayed complete the following steps a Select Columns and click the ellipsis The Configure Columns d
8. thresholds and actions m The event that triggers an action is a skill group queue statistics update Queue statistics are updated once every 5 seconds m The thresholds the event must meet is one or both of the following The number of calls waiting is below within or above specified limits The oldest call in queue is below within or above specified time durations m The actions triggered by meeting the thresholds can be Change the color of the skill group name in the tree control and or add a message next to it Highlight data in the tabular real time display Display a popup message on your desktop Playa wavfile on your desktop Send an e mail to selected recipients For example you can set up a work flow so that when there are more than 10 calls waiting in the queue for Skill Group 6500 the skill group name in the Skill Groups tree turns red and an audible warning sounds every 15 seconds To set up a Supervisor work flow 1 Choose Tools gt Supervisor Work Flow Administrator The Supervisor Work Flow List dialog box appears 2 Click Add The Add New Work Flow dialog box appears 3 Enter a name for your new work flow and then click OK January 30 2014 63 Cisco Supervisor Desktop User Guide The Skill Group Selection dialog box appears 4 Select the skill groups you want your work flow to apply to from the Available Skill Groups pane and use the arrows to move them to the Selected
9. 30 2014 Using Supervisor Record Viewer The Supervisor Record Viewer displays the information listed in Table 24 Table 24 Supervisor Record Viewer fields Description The name of the agent whose call is recorded The length of the recording in hh mm ss format Lifetime The length of time the recording is archived Normal is 7 days Extended is 30 days Date Recorded Appears only when Extended Lifetime is selected in Day Select The date the recording was made NOTE A license is used whenever a playback is in progress and released when the playback ends If no licenses are available when you attempt to play back a recording this error message Is displayed A licensing error has occurred Please try again in five minutes If the problem persists please see your log file or System Administrator for details You must wait until a license is released and available in order to review any recordings NOTE In a High Availability system recordings can be stored on either of the two recording servers and all are displayed in Supervisor Record Viewer If one of the servers becomes Inactive and cannot be accessed the recordings stored on that server cannot be played even though they continue to be displayed in Supervisor Record Viewer If you attempt to play a recording stored on an inactive server you will see the error message The recording server is inactive You will be able to play the recording when the server
10. Chat functionality January 30 2014 57 Cisco Supervisor Desktop User Guide Monitoring Agent Deleted E Mail 58 Agents are able to delete e mail that is delivered to their inbox Some reasons for deleting an e mail are m the e mail is spam m the e mail is abusive The deleted e mail is not actually deleted It is transferred to an e mail address set up by the administrator in Cisco Desktop Administrator You can view a deleted e mail either of two ways m Inthe Agent E Mail Viewer from its listing in the E Mail CSQ Resolved real time display m Using a third party e mail client for example Microsoft Outlook The Agent E Mail Viewer only allows you to view the agent deleted e mail If you want to permanently delete the e mail or re queue it to be handled by another agent you must use a third party e mail client Consult with your system administrator for the procedure for accessing agent deleted e mails January 30 2014 Reviewing Agent E Mail Reviewing Agent E Mail The E Mail Review CSQ is used to review agents responses to customer e mail By incorporating a Review CSQ into the e mail handling process a contact center can ensure that any response undergoes a review before delivering it to the customer If an agent s work flow group and e mail CSQ are configured for review then all of the agent s responses are transferred to the E Mail Review CSQ You must use Cisco Agent Desktop to participate in the revi
11. Skill Groups tree control whenever the threshold rules are met To set up a Tree Control action in the Tree Control Action dialog box Figure 20 check the effect s you want applied to the CSQ name Click Set Color to select a text color enter your own message or Select from the drop down list a predefined message Caution or Warning to appear next to the CSQ name and then click OK Figure 20 Tree Control Action dialog box Tree Control Action Tree Control Action W Display Text i Change Text Color ad Set Color Cancel E mail Alert Action The E mail Alert action enables you to send an e mail to specified people whenever the threshold rules are not met The e mail messages have predefined subject lines depending on what threshold rule is met They are m Skill lt CSQ name gt Number of Calls Waiting is above upper limit m Skill lt CSQ name gt Number of Calls Waiting is below lower limit m Skill lt CSQ name gt Number of Calls Waiting is within upper and lower limits m Skill lt CSQ name gt Oldest Call in Queue is above upper limit m Skill lt CSQ name gt Oldest Call in Queue is below lower limit m Skill lt CSQ name gt Oldest Call in Queue is within upper and lower limits January 30 2014 71 Cisco Supervisor Desktop User Guide 72 The e mail messages sent can consist only of the Subject line a message in the body of the e mail is optional Figure 21 E mail Alert Action Setup dialog box E
12. This tab is reserved for pushed web pages NOTE There are no restrictions on what you can enter as a URL for example you are not required to prefix the URL with http as long as the URL can be resolved by a browser Some sites require that http or https be part of the URL NOTE If the integrated browser Is not enabled for the selected agent by default it is not enabled in CAD BE this operation will fail but no error message will appear January 30 2014 Recording Calls Recording Calls You can use Supervisor Desktop to record save and play back calls handled by agents on your team Multiple recordings can be in progress at the same time although only one recording can be made per agent at any one time You use the Supervisor Record Viewer to review recorded calls You can use the Voice Monitor feature while recording When recording a call keep in mind the following considerations m The recording feature is not intended to record every call It is an on demand solution only m When you select a specific call from the Team View pane to record all voice activity to and from that particular agent is recorded The recording is not limited to the call you selected For instance if the agent puts the selected call on hold and switches to another call both calls will be recorded m The recording will end when the selected call terminates or when you manually stop recording whichever comes first
13. agent basis and only one monitoring session can be in progress at one time When you select an agent from the Team View pane to monitor you can hear all voice activity to and from that agent If configured by your administrator the monitoring session is not limited to one call For instance if the agent puts an active call on hold and switches to another call you will monitor both Calls You can record while monitoring an agent To start monitoring an agent 1 Choose an agent in the Agents tree 2 Click the Start Voice Monitor button or choose Intervention gt Start Voice Monitor 48 January 30 2014 Monitoring Agents To stop monitoring an agent m Click the Stop Voice Monitor button or choose Intervention gt Stop Voice Monitor January 30 2014 49 Cisco Supervisor Desktop User Guide Pushing a Web Page to an Agent You can coach an agent by pushing a web page to that agent s Agent Desktop integrated browser To push a web page to an agent l 2 50 From the Agents tree select an agent Choose Intervention gt Coach by Pushing a Page The Push URL to Agents dialog box appears Figure 8 Figure 8 Push URL to Agents dialog box Push URL to Agents Enter URL WWW gasco cam Enter the URL of the web page you want the agent to see and then click Push to send the web page to the agent The web page you pushed to the agent is displayed in the first tab of the agent s integrated browser
14. and a third party application is used through the public network In this scenario you must establish the VPN connection before launching Supervisor Desktop If the VPN Connection is lost during a session you must close Supervisor Desktop reestablish the VPN connection and then restart Supervisor Desktop If Supervisor Desktop can log into all services except the Chat service it must be restarted after the Chat service comes back online 12 January 30 2014 Automated Updates Automated Updates CAD enables your administrator to update all instances of the CAD desktop applications automatically to a newer version It also ensures that the correct version of Java Runtime Environment J RE is installed on your computer CAD Desktop Applications Every time you launch Supervisor Desktop the software checks to see if there Is an updated version available or if there was a system configuration change that requires a Windows registry change If either of these conditions exists the software automatically runs the update process When an update Is available you will see a dialog box notifying you that your copy of Supervisor Desktop will be updated Click OK to proceed with the update A progress bar is displayed to show you the status of the update process When the update Is finished you will see a final dialog box that tells you that the update is complete and which applications were updated If you have other CAD desktop applic
15. becomes active again The recordings are archived as raw voice data packets they can only be played back using the Supervisor Record Viewer However if you want to save selected recordings as WAV files you can use the Play and Save button and save the recording to a folder in WAV format Unless recordings are tagged for an extended lifetime they are automatically deleted after seven days If a recording is tagged for the 30 day extended lifetime it will not be deleted until that 30 day period expires If you delete it manually before the 30 day period expires it is deleted in the next folder cleanup Cleanups run daily at midnight January 30 2014 75 Cisco Supervisor Desktop User Guide To start Supervisor Record Viewer 1 From the Supervisor Desktop menu bar choose Tools gt Recorded Files Supervisor Record Viewer starts with no day selected 2 From the Day Select section click one of the option buttons to view the recordings made by your team on that date To listen to a recording 1 From the Day Select section of Supervisor Record Viewer click the option button for the date of the recording you want to review You can also click the Extended Lifetime option button to view a list of all recordings that have been tagged for extended 30 day archiving 2 Select the recording you want to review 3 Click the Play button or choose Recording gt Play from the menu bar Use the Pause or Stop buttons to co
16. cont d Current Oldest Total Calls Handled Calls Today Calls Abandoned Calls De queued Start Time Talk Average Average Waiting Duration Longest Talking Longest Waiting The number of calls in queue and the elapsed wait time of the oldest call in the queue displayed in the format x hh mm ss where X is the number of calls and hh mm ss is the elapsed wait time Total number of calls that have arrived including calls waiting calls connected to agents and calls that have disconnected Number of calls handled by the CSQ for the current reporting period Ahandled call is defined as an inbound call ACD and non ACD presented to and answered by the agent Number of calls that were routed to the CSQ but were not answered by an agent because the caller hung up or was disconnected Number of calls that were dequeued A call is considered to be dequeued from a particular CSQ if the call is handled by an agent in another CSQ This Situation can occur when a call is queued for more than one CSQ Starting date and time of the current reporting period Ending date and time of the current reporting period Average talk time for all calls handled by agents Talk time is the elapsed time between the time that an agent connects to a call and when the call is disconnected or transferred not including hold time Average wait time for calls routed to the CSQ Wait time is the elapsed time between the time a ca
17. in the agents tree If all options are selected the information in the agents tree appears as follows Jane Smith x1500 CAD In this example Jane Smith is a CAD agent Her extension is 1500 To format agent names in the agents tree 1 Choose View gt Preferences and then select the Agents node 2 Inthe Format node text grid check the elements you want to use to identify an agent You must select at least one element A sample of what the name will look like appears on the Sample line 3 Click OK Restoring the Interface Default Layout To restore Supervisor Desktop to its default layout open the Preferences window choose View gt Preferences and click Restore Default Layout Clicking this button makes the following changes m Inthe Real Time Displays pane moves displays to their default positions m Disables the integrated browser m Disables movable windows m Disables any graphical real time displays you selected previously m Resets the toolbar buttons to the default size m Resets the report font to the default size m Disables Cisco Unified Presence Clicking this button does not make any of the following changes You must manually resize the columns yourself and reset the other two elements to their default settings in the Preferences window see Setting Preferences on page 17 January 30 2014 21 Cisco Supervisor Desktop User Guide m Resize columns to their default widths Restore columns to real time displays t
18. interface Team selection Wray Integrated eco fi A A I nna browser and i M is It ae E real time Skill Group morn iam eee Low bmi he bumm o r a bii CSQ tree 1 ee ee eg i ce p R display tabs a Eee d 1 Pamm l Real time displays January 30 2014 15 Cisco Supervisor Desktop User Guide 16 Real time display panes are identified as containing information related to voice CSQs e mail CSQs or agents by the text in their title bars Figure 3 Figure 3 Identifying real time displays Displays containing E Mail CSQ information and Agents information E Mail CSQs Team Summary Contact Service Queue emall5 email email Agents Logged In Agents Team Summary Agent Hame Logon Time These displays are in N AA gt h AA gt movable windows mode able to be resized and moved anywhere on the desktop Sy tte alll 4 are When Supervisor Desktop Is in default layout movable windows are disabled CSQ real time displays occupy approximately the top half of the right pane and the Agents real time displays occupy approximately the lower half of the right pane The tree panes and real time display panes can all be resized by dragging the horizontal Splitters up and down and the vertical splitters left and right If you choose to enable movable windows See Setting Preferences on page 17 all of the real time disp
19. logged in Agents Processing The number of agents in this CSQ who are currently in the Processing E Mail state Agents Ready The number of agents in this CSQ who are currently in the Ready state Agents Not Ready The number of agents in this CSQ who are currently in the Not Ready state Oldest in Queue Of the e mails currently in queue for this CSQ the length of time in queue in seconds of the e mail that has been in the queue the longest Total E Mail in Queue The current number of e mails in queue that have not been routed to an agent January 30 2014 39 Cisco Supervisor Desktop User Guide Table 17 Summary display data cont d TorleMaleRecewed E Mails Received anenun or emale wmuted tothe csOcincethesut number of e mails routed to this CSQ since the Start Time Handled Today The number of e mails routed through this CSQ that agent have sent since midnight The time of the sent event determines whether the e mail is included in the count Average Handle The average processing time for e mails sent since midnight All the processing time Is included for the e mail including any time before or after midnight Average Response The average response time for e mails sent since midnight Response time is the difference between the times the e mail was received and sent All the response time is included for the e mail including any time before or after midnight Longest Handle Of the e mails routed through the C
20. mail Alert Action Setup Pad Cetra Frown i Ekbar con lad Server sch angedlcciapany oni Te Hp T Bec chonepeticompany com rhnsond Subject Sei CudSuppal Number ol Cali Walrig w above upper bri High Preity Please renew aluit shill group asagnments To set up an e mail alert action complete the E mail Alert Action Setup dialog box Figure 21 as listed in Table 23 Table 23 E mail Alert Action Setup dialog box fields From Required Enter your e mail address The first time this dialog box is displayed the field is blank thereafter it is automatically filled with what you previously entered To Required Enter the e mail addresses of the recipients separated by a semicolon The first time this dialog is displayed the field is blank thereafter it is automatically filled with what you previously entered Mail Server Required The SMTP IP address or host name of the e mail server used to send the e mail The first time this dialog is displayed the field is blank thereafter it is automatically filled with what you previously entered BCC Optional Enter the e mail addresses of the recipients you want copied in on the e mail message The first time this dialog is displayed the field is blank thereafter it is automatically filled with what you previously entered January 30 2014 Creating Supervisor Work Flows Table 23 E mail Alert Action Setup dialog box fields cont d Subject 3 3 3 SOS The subject l
21. skb000 Caution i ae ae Oe ae al Work Flow Actions There are five possible work flow actions that can be triggered by threshold rules These actions are Audible Alert Action page 68 Message Box Action page 69 Report Action page 70 Tree Control Action page 71 E mail Alert Action page 71 Audible Alert Action The Audible Alert action plays a wav file on your desktop whenever the threshold rules are met By default the file plays once but you can also configure it so that it plays repeatedly at specified intervals NOTE You can turn off audible alerts that are configured to repeat at intervals by choosing Actions gt Supervisor Work Flow Audio Off from the menu Your computer most likely has system wav files available that are used to signal standard Windows events These files are a good source of sounds 68 NOTE Any wav file you select must be 50KB or smaller January 30 2014 Creating Supervisor Work Flows To set up an audible alert in the Audible Alert Action dialog box Figure 17 click Add New and then browse to the location of your selected wav file If desired setup a repeat interval and then click OK Figure 17 Audible Alert Action dialog box Audible Alert Action CHIMES WAV Add New W Repeat Interval 15 Seconds Message Box Action The Message Box action pop ups a message box containing a customized message on your desktop whenever the threshold rules are me
22. the CSQ Agents Logged In The number of agents currently logged in who support the CSQ Agents Processing The number of agents currently in the Processing E Mail state who support the CSQ Agents Ready The number of agents currently in the E Mail Ready state who support the CSQ Agents Not Ready The number of agents currently in the E Mail Not Ready state who support the CSQ Oldest in Queue Of the e mails currently in queue for this CSQ the length of time in queue in seconds of the e mail that has been in the queue the longest Total E Mail in Queue The current number of e mails in queue that have not been routed to an agent Total E Mails Received The number of e mails routed to the CSQ since midnight Handled Today The number of e mails routed through the CSQ that agents sent since midnight The time the e mail was sent determines whether the e mail is included in this count Average Handle The average e mail processing time for e mails sent since midnight All the processing time is included for the e mail including any time before or after midnight Average Response The average response time for e mails sent since midnight Response time is the difference between the times the e mail was received and sent All the response time is included for the e mail including any time before or after midnight January 30 2014 41 Cisco Supervisor Desktop User Guide Table 18 Team Summary display data cont d Longest H
23. transitioned to after ending a call is Work after call work Process Duration The length of time the agent spent processing the e mail Processing time includes all time that the agent was in E Mail Processing state with the e mail in focus Draft Duration The length of time the e mail is in Draft state since the agent retrieved it from the CSQ January 30 2014 Real Time Displays Table 16 Resolved display data cont d Date Resolved The date the e mail is sent by the peer review agent Review Process The time the peer review agent spent on the e mail after Duration retrieving it from the queue Review Draft Duration The time the e mail is in Draft state since it is retrieved from the CSQ by the peer review agent E Mail CSQ Summary The Summary display is available when you select a specific CSQ from the Contact Service Queues gt E Mail tree You can view an e mail along with any inbound and outbound attachments in Agent E Mail Viewer by double clicking the email from any of the Real Time Displays The data is for the current day starting at midnight The data refresh rate is configurable and ranges from every 5 to 60 seconds By default it is every 15 seconds There is no graphical display available for these statistics Table 17 lists the fields in the Summary display Table 17 Summary display data Contact Service Queue Name of the CSQ Agents Logged In The number of agents in this CSQ who are currently
24. 0 CSQ January 30 2014 47 Cisco Supervisor Desktop User Guide Monitoring Agents The voice monitor button enables you to silently listen in on an agent s phone conversations Voice monitoring is available whenever an agent is logged in whether or not the agent is on the phone It is not available when m You area participant in a phone call you cannot monitor yourself NOTE The administrator can restrict you from monitoring an agent s non ACD phone conversations The Voice Monitor Volume button allows you to control the volume when monitoring an agent s phone conversation The system remembers your last volume setting and uses it the next time you log in When monitoring a call keep in mind the following considerations m When you select a specific call from the Team View pane to monitor all voice activity to and from that particular agent is monitored The monitoring is not limited to the call you selected For instance if the agent puts the selected call on hold and switches to another call both calls will be monitored a f notification is off agents have no way of Knowing if you are monitoring their calls The monitored call is audible through your PC speakers The volume slide on the Supervisor Desktop toolbar enables you to control the volume when monitoring an agent s phone conversation The system remembers your last volume setting and uses it the next time you log in Monitoring sessions are on a per
25. 8 E Mail CSQ Summary page 39 E Mail CSQ Team Summary page 40 Voice CSQ Detail page 42 Voice CSQ Summary page 43 Voice CSQs Team Summary page 45 There are two types of displays tabular and graphical Tabular displays present skill group team and agent information in a grid Tabular information can be sorted in ascending descending order by clicking any column header in the grid You can sort by one column only Graphical displays present the same information as bar charts except for the Agent vs Team Statistics which is presented as two pie charts NOTE Graphical displays are available at the Premium feature level only For e mail related actions Supervisor Desktop generates new logs as EemSupervisor log and EemSupervisor dbg 26 January 30 2014 Real Time Displays Agent Agent vs Team Summary The Agent vs Team Summary display is available when you select a specific agent in the Agents tree This display presents the performance details for the agent and compares them to the performance details of the team The data is obtained from the CAD Recording amp Statistics service and Is for the current day starting at midnight The data refresh rate is configurable and ranges from every 5 to 60 seconds By default it is every 15 seconds The graphical display Figure 7 is presented as two pie charts These pie charts show the percentage of time a specific agent spends in various ACD states i
26. Desktop 10 Your user ID and password are the same as your Agent Desktop user ID and password The User ID field is empty The next time you log in the User ID field is automatically filled with the information you entered before If you share a computer with another supervisor verify that this field has your information and not the other supervisor s information January 30 2014 Starting Supervisor Desktop m It might take some time for Supervisor Desktop to start because default report data must be generated Access Through a VPN From Behind a NAT Firewall or Router Supervisor Desktop is able to connect to the CAD servers through a virtual private network VPN This allows an agent to work remotely and still have the benefits of the full functionality of Supervisor Desktop Using a VPN is recommended in order to provide a more secure connection When a desktop is using network address translation NAT due to a firewall or router then VPN software must be used on the desktop to ensure full bi directional network connectivity between the contact center servers and the desktop Failure to use VPN software will result in connectivity issues and a loss in functionality such as silent monitoring recording and incoming chat message and team message failures It has been verified that Cisco VPN 3000 Concentrator and Cisco VPN Client work properly with Supervisor Desktop and are supported for access VPN solutions from other ve
27. Desktop Window Accessibility Supervisor Desktop has a number of features that aid accessibility by vision impaired users These features are the following m Follows Windows settings for screen resolution and color contrast settings NOTE Enable high contrast before launching Supervisor Desktop to ensure that all tables match the high contrast settings m Choice of small 16 x 16 pixels or large 32 x 32 pixels toolbar icons see Setting Preferences on page 17 m Screen reader compatible tool tips for all controls m Screen reader compatible shortcut keys for navigating the application and toolbar see Interface Shortcut Keys on page 23 and Toolbar on page 24 m Improved support for Job Access With Speech 11 J AWS Interface Shortcut Keys Shortcut keys are available to navigate the Supervisor Desktop interface Table 3 lists the shortcut keys Table 3 Accessibility shortcut keys Ctrl H Selects and drops down the Team Selection List Shift A Set the focus to the Agents tree selects the Agents node in the Agents tree Shift S Set the focus to the Agents tree selects the Supervisors node In the Agents tree Once you have set focus to the Skill Groups tree the Agents tree or the team node in the agents tree you can use the tab key to navigate to the real time display panes Once your focus Is in a real time display pane you can use the arrow keys to navigate around the display grid January 30 2014 23 Ci
28. NT CISCO VV Cisco Supervisor Desktop User Guide CAD 8 5 for Cisco Unified Contact Center Express Release 8 5 Cisco Unified Communications M anager Express Edition First Published December 2010 Last Modified J anuary 30 2014 Americas Headquarters Cisco Systems Inc 170 West Tasman Drive San J ose CA 95134 1706 USA http www cisco com Tel 408 526 4000 800 553 NETS 6387 Fax 408 527 0883 THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE ALL STATEMENTS INFORMATION AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND EXPRESS OR IMPLIED USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California Berkeley UCB as part of UCB s public domain version of the UNIX operating system All rights reserved Copyright 1981 Regents of the University of California NOTWITHSTANDING ANY OTHER WARRANTY HEREIN ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED
29. SQ and sent since midnight the handle time in seconds for the e mail with the longest handle time All the processing time is included for the e mail including any time before or after midnight Longest Response Of the e mails routed through the CSQ and sent since midnight the response time for the e mail with the longest response time in seconds All the response time is included for the e mail including any time before or after midnight E Mail CSQ Team Summary The Team Summary display is available when you select the Contact Service Queues gt E Mail node NOTE If the agent is assigned to a new team while logged in that agent will still show up as a member of the old team in the E mail CSQs Team Summary display until the agent logs out and logs in again After logging in the agent will show up as a member of the new team in the E mail CSQs Team Summary display You can view an e mail along with any inbound and outbound attachments in Agent E Mail Viewer by double clicking the email from any of the Real Time Displays 40 January 30 2014 Real Time Displays The data is for the current day starting at midnight The data refresh rate is configurable and ranges from every 5 to 60 seconds By default it is every 15 seconds There is no graphical display available for these statistics Table 18 lists the fields in the Team Summary display Table 18 Team Summary display data Contact Service Queue The name of
30. Skill Groups pane Click OK when finished NOTE Askill group might be a part of only one work flow per Supervisor The Supervisor Work Flow Setup dialog box appears Figure 12 Figure 12 Supervisor Work Flow Setup dialog box supervisor Work Flow Setup Help Desk Team W Enable Thresholds Actions of Thresholds ueue Statistic Tree Control Node Action Add Eli oe Threshold Ranges i Calls Waiting i Current Oldest Min Lower Limit 10 Lower Limit E 208 Upper Limit 10 Upper Limit f Edit Skill Groups OK 5 Set up the parameters for the work flow a Specify the upper and lower limits for the Call Waiting and or Current Oldest threshold NOTE When you select both Calls Waiting and Current Oldest the highest threshold crossed takes precedence 64 January 30 2014 Creating Supervisor Work Flows b Select Above from the Thresholds pane c Click Add In the resulting Action Type Selection dialog box select the action you want to be triggered when the Calls Waiting and or Current Oldest statistic is above the upper limit you set and then click OK See Work Flow Actions on page 68 for information on the types of actions available d Repeat for the Within and Below thresholds 6 When you have finished click OK to enable the work flow Example Setting Up a Supervisor Work Flow The following Is a step by step illustration of setting up a Supervisor work flow This work f
31. ages TMs x x E mail Contact Service Queues CSQ x Supervisor work flows threshold alerts for tree y 7 control actions Supervisor work flows all actions except threshold alerts for tree control actions Real time displays text Xx Xx x Real time displays charts X Web page push to agents x Contact Service Queue statistics Xx Xx Xx January 30 2014 9 Cisco Supervisor Desktop User Guide Starting Supervisor Desktop If you want to use all of the functionality of Supervisor Desktop you must first log into Cisco Agent Desktop For more information see the Cisco Agent Desktop User Guide To start Supervisor Desktop 1 Choose Start gt Programs gt Cisco gt Desktop gt Supervisor The login dialog box appears Figure 1 Figure 1 Supervisor Login dialog box supervisor Login Login ID 2311 Password ome He 2 Enter your Supervisor Desktop login ID and password in the appropriate fields and then click OK or press Enter Supervisor Desktop starts but does not show any data and the status bar displays No Service From the Team drop down list select a team NOTE In a high availability over WAN triangle configuration both servers and the CAD client applications communicate over a WAN and the WAN link between the two servers is down Supervisor Desktop might not function properly and you might not be able to see all active agents The first time you log into Supervisor
32. ail in focus Since midnight All processing time is included Total Processing For all sent e mail the total time in seconds spent in the E Mail Processing state with the e mail in focus since midnight All processing time Is included whether it occurred before or after midnight Max On Desk For all sent e mail the maximum time in seconds an e mail spent on desk since midnight On desk time begins when an agent receives an e mail and ends when the agent sends a reply to that e mail All on desk time is included whether it occurred before or after midnight Avg On Desk For all sent e mail the average time in seconds an e mail spent on desk since midnight On desk time begins when an agent receives an e mail and ends when the agent sends a reply to that e mail All on desk time is included whether it occurred before or after midnight Max E Mail Ready The longest time in seconds spent in the E Mail Ready State since midnight Avg E Mail Ready The average time in seconds spent in the E Mail Ready state since midnight Total E Mail Ready The total time in seconds spent in the E Mail Ready state since midnight Max E Mail Not Ready The longest time in seconds spent in the E Mail Not Ready state since midnight Avg E Mail Not Ready The average time in seconds spent in the E Mail Not Ready state since midnight January 30 2014 29 Cisco Supervisor Desktop User Guide Table 5 Agent vs Team Summary display data c
33. andle Of the e mails routed through the CSQ and sent since midnight the handle time in seconds for the e mail with the longest handle time All the processing time Is included for the e mail including any time before or after midnight Longest Response Of the e mails routed through the CSQ and sent since midnight the response time for the e mail with the longest response time in seconds All the response time is included for the e mail including any time before or after midnight Voice CSQ Detail 42 The Voice CSQ Detail display is available when you select a specific CSQ from the Skill Groups tree This display presents information about each agent logged into the ACD and assigned to the selected CSQ By default the data displayed Is sorted in ascending order by agent name The data is obtained from the CAD Chat service and are for the current day starting at midnight The data refresh rate is 1 second and is not configurable The graphical display of this information consists of a bar chart with the ACD states on the Y axis and the number of agents on the X axis Table 19 lists the fields in the CSQ Detail real time display Table 19 CSQ Detail real time display data Skill Group The skill group ID of the ACD call the agent is currently servicing in Talking state If there is no call or if the call is anon ACD call this field is blank Contact Service Queue Name of the CSQ State Duration The amount of ti
34. ar CSQ if the call is handled by an agent in another CSQ This situation can occur when a call is queued for more than one CSQ Start Time Starting date and time of the current reporting period If there is a failover the start time reflects the time when the failover occurred Ending date and time of the current reporting period Talk Average Average talk time for all calls handled by agents Talk time is the elapsed time between the time that an agent connects to a call and when the call is disconnected or transferred not including hold time Average Wait Duration Average wait time for calls routed to the CSQ Wait time is the elapsed time between the time a call entered the queue and the time the call was answered by an agent or was disconnected Longest Talking Longest talk time of any one call that agents have handled Talk time is the elapsed time between the time that an agent connects to a call and when the call is disconnected or transferred not including hold time Longest Waiting Longest wait time for any one call routed to the CSQ Wait time is the time that elapsed between the time a call entered the queue and the time the call was answered by an agent or was disconnected 46 January 30 2014 Real Time Displays Table 21 Team Summary display data cont d Calls Priority Priority 1 Total number of Priority N calls that were routed to each number of Priority N calls that were routed to each Calls Priority 1
35. at windows one for each person 54 January 30 2014 Using Chat You can participate in multiple concurrent chat sessions The title bar of the Chat window displays the name of the person with whom you are chatting If you flag a chat message as high priority the Chat window will pop up on the other person s screen so that the message Is noticed immediately If the priority of a chat message is normal the default the Chat window will remain in its current state open or minimized and the corresponding icon will flash on your Windows task bar A log of the chat messages sent between you and your chat partner chat history is available as long as the Chat window is open After you close the Chat window the log is lost Chat history is in chronological order with the oldest messages at the top of the log pane You can chat with agents who are logged out of the ACD as long as they still have Agent Desktop open Sending a Chat Message To initiate a chat session January 30 2014 1 On the toolbar click Chat The Contact Selection window appears see Figure 9 on page 54 This window lists the names and status of people with whom you can chat 55 Cisco Supervisor Desktop User Guide 2 To chat with one person double click that person s name To chat with several people select their names and press Enter or choose Actions gt Chat A Chat window opens and a session begins with the people you selected Figure 10
36. ating a chat session 56 E E mail Alert action 71 E Mail CSQ Detail display 35 36 Queued display 37 January 30 2014 Resolved display 38 Summary display 39 E Mail CSQ Team Summary display 40 Enterprise Call History display 31 Enterprise Data display 32 F Feature levels 9 H High priority chat messages 57 Integrated browser 60 toolbar 60 Intervention changing agents ACD states 53 monitoring 48 pushing web pages 50 recording calls 51 Message Box action 69 Monitoring agent deleted e mail 58 Monitoring agents 48 P Phone network failure 78 Preferences 17 formatting agents tree display 21 Pushing web pages 50 19 Cisco Supervisor Desktop User Guide Real time displays 26 Active Call 30 Active E Mail 30 Agent vs Team Summary 27 Call Log 32 E Mail CSQ Detail 35 36 E Mail CSQ Queued 37 E Mail CSQ Resolved 38 E Mail CSQ Summary 39 E Mail CSQ Team Summary 40 Enterprise Call History 31 Enterprise Data 32 State Log 32 Team State 33 Team Summary 34 Voice CSQ Detail 42 Voice CSQ Summary 43 Voice CSQs Team Summary 45 Recording calls 51 Recordings playing 76 Saving 76 tagging for extended archiving 76 Report action 70 Reviewing agent e mail 59 S Service autorecovery 77 Service status 77 Shortcut keys 23 State Log display 32 Status bar 25 Supervisor Desktop accessibility 23 default layout 16 feature levels 9 interface 15 introduction 7 restoring default layout 21 se
37. ations Cisco Agent Desktop and Cisco Desktop Administrator on your PC they will all have been updated NOTE Enhanced and Premium packages only Because Agent Desktop is automatically installed when Supervisor Desktop is installed only Supervisor Desktop will be listed as having been updated in the final dialog box Agent Desktop will be listed only if Supervisor Desktop Is not present on your PC When you click OK to close the dialog box any CAD desktop application running on your desktop restarts automatically NOTE To ensure that automated updates function correctly you must configure Internet Explorer so that it checks for newer versions of stored pages To configure this setting launch Internet Explorer and choose Tools gt Internet Options In the Browsing history section on the General tab click Settings Select the option labeled Every time visit the web page January 30 2014 13 Cisco Supervisor Desktop User Guide NOTE If your system is configured with two Unified CCX servers and one server is upgraded while your instance of Supervisor Desktop Is connected to the older Unified CCX server and your administrator performs a failover to switch all agents to the upgraded server your instance of Supervisor Desktop will not automatically upgrade when you log into the new server You must shut down Supervisor Desktop and start it again for the automatic upgrade to take place Java Runtime Environment Every time Supervis
38. ds By default it is every 15 seconds Graphical displays of the information consist of bar charts with agent names on the Y axis and the average amount of time hh mm ss the agent spent in a selected ACD State Table 12 lists the fields in the Team Summary display Table 12 Team Summary display data Agent Name The agent s name Agent ID The agent s ID Logon Time The total amount of time the agent has been logged into the ACD today Calls Presented The number of inbound calls ACD and non ACD presented to the agent today Calls Handled The number of inbound calls ACD and non ACD presented to and answered by the agent today Max Talking The longest talk time of all calls handled today January 30 2014 Real Time Displays Table 12 Team Summary display data cont d Avg Talking The average talk time and hold time of all calls handled today Total Talking The total Reserved time talk time and hold time of all calls handled today Max Ready The longest time the agent spent in the Ready state today Avg Ready The average time the agent spent in the Ready state today Total Ready The total time the agent spent in the Ready state today Max Not Ready The longest time the agent spent in the Not Ready state today Avg Not Ready The average time the agent spent in the Not Ready state today Total Not Ready The total time the agent spent in the Not Ready state today Max After Call Work Longest time spent
39. e Contact Service Queues gt E Mail tree Double click any e mail listed in the display to view the e mail in the Agent E Mail Viewer The data is for the current day starting at midnight The data refresh rate is configurable and ranges from every 5 to 60 seconds By default it is every 15 seconds There is no graphical display available for these statistics Table 14 lists the fields in the Detail display Table 14 Detail display data Agent Name The agent s name January 30 2014 Real Time Displays Table 14 Detail display data cont d Current Voice State The agent s current voice agent state Voice State Duration The length of time the agent has been in the current voice agent state Voice Reason Code The reason code the agent selected when transitioning to the current voice agent state Current E Mail State The agent s current e mail state E Mail State Duration The length of time the agent has been in the current e mail state E Mail Reason Code The reason code the agent selected when transitioning to the current e mail state Contact Service Queue The name of the CSQ for which the agent Is currently handling a contact if any Contact Service Queue ID The ID of the CSQ for which the agent is handling a contact if any The media type of the CSQ Voice or E Mail E Mail CSQ Queued The Queued display is available when you select a specific CSQ from the Contact Service Queues gt E Mail tree
40. ed since midnight The total Reserved time talk time and hold time in seconds of all calls handled today The longest time in seconds spent in the Ready state since midnight The average time in seconds spent in the Ready state since midnight The total time in seconds spent in the Ready state since midnight The longest time in seconds spent in the Not Ready state since midnight The average time in seconds spent in the Not Ready State since midnight The total time in seconds spent in the Not Ready state since midnight The longest time in seconds spent in the Work state since midnight The average time in seconds spent in the Work state since midnight The total time in seconds spent in the Work state since midnight January 30 2014 Real Time Displays Table 5 Agent vs Team Summary display data cont d Other Time The total time in seconds spent in states other than Talking Ready Not Ready Reserved and Work since midnight E Mails Retrieved The number of e mails received since midnight E Mails Sent The number of e mails sent since midnight Max Processing For all sent e mail the longest time in seconds spent in the E Mail Processing state with the e mail in focus since midnight All processing time is included whether it occurred before or after midnight Avg Processing For all sent e mail the average time in seconds spent in the E Mail processing state with the e m
41. ew process See the Cisco Agent Desktop User Guide for more information about reviewing e mails January 30 2014 59 Cisco Supervisor Desktop User Guide Using the Integrated Browser The integrated browser enables you to view intranet and internet web pages from within Supervisor Desktop When enabled the browser appears as a tab in the real time display pane with up to 20 characters of the name of the current web page displayed on the tab The real time displays appear on another tab in that pane NOTE You must have Internet Explorer 7 or 8 installed on your PC for the integrated browser to function NOTE Reordering of integrated browser tabs by dragging is not Supported By default the browser is not enabled See Setting Preferences on page 17 for instructions on enabling the browser and configuring a home page The Address field s drop down list contains the URLs of the last 25 websites visited for quick access to frequently visited websites Browser Toolbar 60 The browser toolbar contains basic browser buttons that allow you to navigate among web pages you view refresh a current page and return to your home page Table 22 lists the buttons in the browser toolbar Table 22 Browser toolbar buttons Shortcut Button Name Key Description Back Alt left Returns you to the last page you viewed arrow Forward Alt right Takes you to the page you viewed before you arrow clicked the Back button Stop ESC Stop
42. generally within three minutes of the service failure the status bar displays Partial Service or No Service to indicate some or all of the services have failed When Supervisor Desktop detects that the service is again available usually within one minute of service recovery the status bar displays In Service to indicate that the services have recovered To learn more about what is affected by the service failure double click the status message on the status bar Supervisor Desktop displays a popup box Figure 24 that lists features and indicates if that feature is available or not due to the service outage Service Status popup window Figure 24 Service status In Service Functionality Status Barge In Intercept Agent State Changes Chatting Team Performance Message Agent State Report Supervisor York Flow Agent Call and SCD State Log Reports Agent Statistics Viewing Skills Report Monitoring Recording Recording Playback Express E Mail Ache Achve Achve Achye Achve Achye Achve Achye Achyve Ache Achve Ache Achve The agent must drop any call he or she is on in order for the phone to reconnect to the network If the agent continues on a call CAD will not be able to show the call s actual length because it shows as terminated in the system When the phone comes back into service the agent will see the popup window display a message that the phone is in service T
43. ght pane a For each additional browser tab select the tab from the Browser Tab field then enter a URL in the Browser Home Page field If you do not enter a home page or you delete an existing URL the tab will use the Cisco home page www cisco com Agents Tree The Agent tree displays all agents and supervisors on the selected team who are currently logged in and any calls ACD and non ACD they are on The icon next to the agent s name indicates which agent state the agent Is in See Toolbar on page 24 to see examples of the agent state icons In addition to the agent state icons this icon G indicates that an agent is in the Not Ready state and is on a call If an agent device is multi line enabled an asterisk next to an inbound or outbound call indicates that the call is on an ACD line NOTE If you have the Standard feature level only IP Phone agents appear in the agents tree NOTE If an agent s team assignment Is changed the change does not go into effect until the CAD desktop applications are restarted 20 January 30 2014 The Supervisor Desktop Window Formatting Agent Names in the Agents Tree The Preferences dialog box enables you to control how agent names are displayed in the agents tree An agent can be identified by any or all of the following m Name m Extension Application used by the agent CAD CAD BE or Cisco IP Phone Agent IPPA At least one of these must be selected to identify an agent
44. hat you removed previously m Reset the report font size to the default 15 Agent E Mail Viewer 22 You can view customer e mail messages along with any agent responses and any attachments in the Agent E Mail Viewer You can view any e mail listed in the Assigned Queued or Resolved real time displays or under the E Mail node in the Agents tree For more details on E Mail CSQ real time displays see Real Time Displays on page 26 Table 2 lists the fields in the Agent E Mail Viewer Table 2 Agent E mail Viewer fields The sender of the e mail The recipient of the e mail Cc The external e mail addresses of the recipients copied in on the e mail if any The subject ofthe email The date and time when the customer sent the e mail The date and time when the e mail was received Handled By The name of the agent handling the e mail Handled Date The date and time when the agent replied to the customer To view an e mail using the Agent E Mail Viewer 1 Double click an e mail from the Assigned Queued or Resolved real time display or under the E Mail node in the Agents tree The e mail opens in the Agent E mail Viewer 2 Double click any inbound or outbound attachment The attachment opens in an application based on the attachment format NOTE Although you can edit opened attachments those changes are not saved and will not appear in the e mail attachment when reopened January 30 2014 The Supervisor
45. he agent can then change the agent state back to Ready and resume taking calls January 30 2014 77 Cisco Supervisor Desktop User Guide Phone Network Failure 78 In the event that an agent s phone loses its connection to the network the agent is automatically moved to the Not Ready agent state and will see a popup window displaying a message that the phone is out of service The supervisor will see the change of agent state in the Agent ACD State Log report along with the Device out of service reason code code 32759 The agent must drop any call he or she is on in order for the phone to reconnect to the network If the agent continues on a call CAD will not be able to show the call s actual length because it shows as terminated in the system When the phone comes back into service the agent will see the popup window display a message that the phone is in service The agent can then change the agent state back to Ready and resume taking calls January 30 2014 Index Actions Audible Alert 68 E mail Alert 71 Message Box 69 Report 70 Tree Control 71 Active Call display 30 Active E Mail display 30 Agent ACD states 53 Agent E Mail monitoring deleted e mail 58 reviewing 59 Agent E Mail Viewer 22 Agent vs Team Summary display 27 Agents tree display 21 Audible Alert action 68 Autorecovery 77 B Browser toolbar 60 C Call Log display 32 Chat initiating a chat session 55 introduction 54 termin
46. ialog box appears b Select the columns you want to appear in the display Use the up and down arrows to set the order in which you want them to appear c Click OK when done 4 If you want to configure the chart that is displayed complete the following steps a Select Graphical displays and click the ellipsis The Select charts dialog box appears b Select the chart you want to appear in the display then click OK You can select only one chart for each real time display January 30 2014 19 Cisco Supervisor Desktop User Guide 5 If you want to configure the refresh rate select Refresh rate in seconds and adjust the rate 6 If you want to be able to rearrange the real time display panes select the Enable movable windows check box 7 If you want the toolbar icons to be 32 x 32 pixels instead of the default 16 x 16 pixels select the Enable Large Toolbar Icons check box 8 If you want to have access to the integrated browser in Supervisor Desktop select the Enable Integrated Browser check box To configure a home page that is different from the default of www cisco com select the Browser node in the left pane Enter a URL in the Browser Home Page field in the right pane and then click OK m f you want to have access to more than one browser tab complete the following steps a Select the Browser node in the left pane a Selecta number from 1 to 10 in the Number of Browser Tabs field in the ri
47. in the Work state Avg After Call Work The total time spent in the Work state divided by the number of times spent in the Work state Total After Call Work The total time spent in the Work state Other Time The total time in seconds the agent spent in states other than Talking Ready Not Ready Reserved and Work since midnight E Mail CSQ Assigned The Assigned display is available when you select a specific CSQ from the Contact Service Queues gt E Mail tree Double click any e mail listed in the display to view the e mail in the Agent E Mail Viewer The data is for the last seven days The data refresh rate is configurable and ranges from every 5 to 60 seconds By default it is every 15 seconds January 30 2014 35 Cisco Supervisor Desktop User Guide There is no graphical display available for these statistics Table 13 lists the fields in the Detail display Table 13 Assigned display data POO peee Date Retrieved The date the e mail was retrieved from the queue by the agent E Mail State The agent s current e mail state Process Duration The length of time the agent spent processing the e mail Processing time includes all time that the agent was in E Mail Processing state with the e mail in focus Draft Duration The length of time the e mail is in Draft state since the agent retrieved it from the CSQ E Mail CSQ Detail 36 The Detail display is available when you select a specific CSQ from th
48. ine is automatically generated bythe _ s Subject line is automatically generated by the action High Priority Select the check box if you want the e mail to be delivered with high priority Leave it unselected for normal e mail delivery Message Pane not Optional Enter a message to appear in the body of the labeled e mail Use the Send button to check if the e mail alert action is configured correctly When you click Send a test e mail is sent to the e mail addresses in the To and BCC fields If the test e mail is successful Mail Sent Successfully appears in the field next to the test button If it is unsuccessful Mail Send Failed appears In that event check your entries in the To BCC and Mail Server fields for accuracy and test it again January 30 2014 73 Cisco Supervisor Desktop User Guide Using Supervisor Record Viewer 74 The Supervisor Record Viewer Figure 22 displays all recordings made by your team over the last seven days as well as those you tag for a 30 day extended lifetime NOTE Supervisor Record Viewer is a Separate program from Supervisor Desktop Closing Supervisor Desktop will not close Supervisor Record Viewer Figure 22 Supervisor Record Viewer fe Supervisor Record Virer fe Wwhed bar 3 Figure 23 Supervisor Record Viewer toolbar rh Il gm TIX SS Play Play amp Save Pause Stop Set Extended Lifetime Set Normal Lifetime Delete Volume Control January
49. ins at a device longer than the defined caution and warning thresholds a caution or warning icon is displayed in this field January 30 2014 31 Cisco Supervisor Desktop User Guide Agent Contact Enterprise Data The Enterprise Data display is available when you select an active call under a specific agent s name in the Agents tree The data displayed is configured by your administrator The data in the report can be refreshed manually by clicking the Refresh button on the toolbar Agent Logs Call The Call display is available when you select the Logs node underneath a specific agent s name in the Agents tree This display presents a history of the calls made and received by the agent during the current session By default the data displayed is sorted in ascending order by time of day The data in the report can be refreshed manually by clicking the Refresh button on the toolbar Table 9 lists the fields in the Call display Table 9 Call display data Calling Party The originating phone number Called Party The recipient phone number Call Duration The length of the call Agent Logs State The State display is available when you select the Logs node underneath a specific agent s name in the Agents tree This display presents a history of the ACD states the agent transitioned through during the current session By default the data displayed is sorted in ascending order by time of day The data in the report ca
50. lay panes can be resized and moved anywhere on your desktop However each type of display can only dock to another display of its own type In other words CSQ displays dock to other CSQ displays and Agent displays dock to other Agent displays For example you cannot separate one Agent display from another Agent display although they can be resized in relationship to each other Figure 4 January 30 2014 Figure 4 The Supervisor Desktop Window Example of rearranged and resized displays TE se oe ret SAE Se FERE HA2 ast te tig Le ee nares nares ing immi eee ores limn ini sam Demim een eae 7 tr hang His bide ling em aa ia x es ee ee scare Egri T praag Tre ham t aai Bami Bet be CY re m ee ee dgmi ere ent Plies r Lre Pis You can also drag the vertical splitter between the trees panes and the display panes left or right and the horizontal splitter between the two trees panes up and down If you choose to enable the integrated browser the real time displays and the browser appear on tabs in the area to the right of the Skill Groups and Agents navigation trees Setting Preferences The Preferences dialog box controls what information is displayed in the display panes and how those panes behave Table 1 summarizes what you can configure using Preferences Table 1 Configurable elements of the Supervisor Desktop interface Tree Control Configure Configure Configure
51. ll entered the queue and the time the call was answered by an agent Or was disconnected Longest talk time of any one call that agents have handled Talk time is the elapsed time between the time that an agent connects to a call and when the call is disconnected or transferred not including hold time Longest wait time for any one call routed to the CSQ Wait time is the time that elapsed between the time a call entered the queue and the time the call was answered by an agent or was disconnected January 30 2014 Real Time Displays Table 20 CSQ Summary display data cont d Calls Priority 1 Priority 1 Total number of Priority N calls that were routed to each number of Priority N calls that were routed to each Calls Priority 10 CSQ Voice CSQs Team Summary The Team Summary display is available when you select the Skill Groups node in the Skill Groups tree This display presents the details of each individual skill group regardless of whether or not an agent with that skill is logged in By default the data displayed is sorted in ascending order by skill name The data is obtained from the CTI server unless otherwise noted and are for the current day starting at midnight The data refresh rate is configurable and ranges from every 5 to 60 seconds By default it is every 15 seconds NOTE Even though you can configure the refresh rate it is still dependent on how often the Enterprise service queries the CTI se
52. low m Changes the skill group name color to green and displays Below next to it in the Skill Groups tree control when there are fewer than two calls waiting or if the current oldest call is less than one minute old m Changes the skill group name color to blue and displays Caution when there are 2 to 5 calls waiting or if the current oldest call is between 1 and 5 minutes old m Changes the skill group name color to red and displays Warning when there are more than five calls waiting or if the current oldest call is more than 5 minutes old To set up the example supervisor work flow 1 Choose Tools gt Supervisor Work Flow Administrator The Supervisor Work Flow List dialog box appears 2 Click Add The Add New Work Flow dialog box appears 3 Enter the name Customer Management and then click OK The Skill Group Selection dialog box appears 4 Select the skill groups you want your work flow to apply to from the Available Skill Groups pane and use the arrows to move them to the Selected Skill Groups pane Click OK when finished The Supervisor Work Flow Setup dialog box appears 5 Select the Calls Waiting check box and set the lower limit to 2 and the upper limit to 5 Figure 13 January 30 2014 65 Cisco Supervisor Desktop User Guide 6 Select the Current Oldest check box and set the lower limit to 1 minute and the upper limit to 5 minutes Figure 13 Figure 13 Supervisor Work Flow Setup example
53. me in seconds that the agent has been in the current ACD state January 30 2014 Real Time Displays Table 19 CSQ Detail real time display data cont d Reason Code The reason why the agent is in the current ACD state Reason codes are available for the Not Ready and Logout states only Voice CSQ Summary The CSQ Summary display is available when you select a specific CSQ from the Skill Groups tree This display presents a summary of a specific CSQ s statistics These statistics are from the entire contact center not just from members of the selected team The data is obtained from the CTI server unless otherwise noted and are for the current day starting at midnight The data refresh rate is configurable and ranges from every 5 to 60 seconds By default it is every 15 seconds NOTE Even though you can configure the refresh rate it is still dependent on how often the Enterprise service queries the CTI service every 10 seconds If the refresh rate is changed to a shorter time interval the display will be refreshed at that interval but the Statistics might not change until the Enterprise service receives the updated information from the CTI service There is no graphical display available for these statistics Table 20 lists the fields in the Team Summary display Table 20 CSQ Summary display data January 30 2014 43 Cisco Supervisor Desktop User Guide 44 Table 20 CSQ Summary display data
54. n be refreshed manually by clicking the Refresh button on the toolbar Table 10 lists the fields in the State display Table 10 State display data Start Time The time the agent state was initiated Agent State The ACD agent state 32 January 30 2014 Real Time Displays Table 10 State display data cont d Wrap up Data Any wrap up data the agent entered if the agent state transitioned to after ending a call is Work after call work Reason Code Any reason code the agent entered if the agent state transitioned to is Not Ready or Logout if required State Duration The length of time the agent was in the agent state Agents Team State The Team State display is available when you select the Team node or Agents node in the Agents tree This display presents the current agent state status for each agent on the team By default the data displayed is sorted in ascending order by agent name NOTE If the agent is assigned to a new team while logged in that agent will still show up as a member of the old team in the Team State display until the agent logs out and logs in again After logging in the agent will show up as a member of the new team in the Team State display The data is obtained from the Chat service The data refresh rate is 1 second and Is not configurable The graphical display of the information consists of a bar chart with ACD states on the Y axis and the number of agents currently in each ACD sta
55. n comparison to the percentages spent by the team as a whole NOTE Percentages in the pie chart are rounded to two decimal places As a result the total of all percentages might not equal 100 NOTE If Other Time is a Small value it might not show up as a Slice in the graphical display pie chart Figure 7 Agent vs Team Percent Time in State graphical display Agents Agent s Team Percent Time in State Display Agent Team E Mot Ready E Ready Wi Talking After Call Work Other Time January 30 2014 27 Cisco Supervisor Desktop User Guide 28 Table 5 lists the fields in the Agent vs Team Summary display Table 5 Agent vs Team Summary display data aa esenneee Identifies the statistics as for the selected agent or the team Logon Time Calls Presented Calls Handled Max Talking Avg Talking Total Talking Max Ready Avg Ready Total Ready Max Not Ready Avg Not Ready Total Not Ready Max After Call Work Avg After Call Work Total After Call Work The amount of time in seconds since midnight the agent and team have been logged into Agent Desktop The number of inbound calls ACD and non ACD presented to the agent since midnight The number of inbound calls ACD and non ACD presented to and answered by the agent since midnight The longest talk time in seconds of all calls handled since midnight The average talk time and hold time in seconds of all calls handl
56. ndors might result in feature loss Because they have not been formally verified they are not supported If you want an alternative solution to be verified please contact your Cisco distributor VPN Tunneling There are two types of VPN tunneling mechanism full tunneling and split tunneling both of which are supported for connection between Supervisor Desktop and CAD Services VPN Full Tunneling VPN full tunneling virtually replaces the network connection with the local area network defined by the VPN If VPN full tunneling is used to connect to CAD servers the VPN connection must be established before starting Supervisor Desktop If the VPN connection is lost during a session you must close Supervisor Desktop reestablish the VPN connection and then restart Supervisor Desktop VPN Split Tunneling VPN split tunneling allows you to access a public network and a local area network Simultaneously using the same physical network connection There are two types of VPN split tunneling scenarios m Scenario 1 The CAD servers are on the public network and a third party application is used through the VPN In this scenario you must launch and log into Supervisor Desktop before establishing the VPN connection If the VPN connection Is lost during a session you must restart Supervisor Desktop and then reestablish the VPN connection January 30 2014 11 Cisco Supervisor Desktop User Guide m Scenario 2 The CAD servers are on the VPN
57. nt E Mail 59 m Using the Integrated Browser 60 Browser Toolbar 60 m Sending Team Messages 61 m Creating Supervisor Work Flows 63 Example Setting Up a Supervisor Work Flow 65 Work Flow Actions 68 Audible Alert Action 68 Message Box Action 69 Report Action 70 Tree Control Action 71 E mail Alert Action 71 m Using Supervisor Record Viewer 74 m Service Autorecovery 77 Phone Network Failure 78 LL SSS Contents PU Index 79 A SSS Contents o re ss Cisco Supervisor Desktop User Guide Introduction Cisco Supervisor Desktop for Cisco Unified Contact Center Express Unified CCX is a robust computer telephony integration solution for IP based contact centers that is easy to deploy configure and manage It provides supervisors with powerful tools to increase productivity and improve customer satisfaction Supervisor Desktop s features allow you to view real time statistics monitor and coach agents and record active agent calls when necessary enabling effective management of agent resources What s New in This Release Cisco Supervisor Desktop 8 5 includes the following new features Improved support for Job Access With Speech 11 J AWS The integrated browser now supports popups as new tabs or as an Internet Explorer popup window m Support for Microsoft Internet Explorer 8 and Mozilla Firefox 3 6 Support for 32 bit Microsoft Windows 7 Professional Enterprise and Ultimate Support for 64 bit Microsoft Wind
58. nt Stop Recording The call is archived to the Recording service database where it is automatically saved for seven days NOTE If you want to save the recording for a longer period you can do so for up to 30 days after which it is deleted For more information on playing and saving recordings see Using Supervisor Record Viewer on page 74 January 30 2014 Changing Agents ACD States Changing Agents ACD States You can use Supervisor Desktop to change the ACD state of an agent on your team including logging an agent out NOTE If you log a CAD agent out that agent will continue to appear in the agents tree and will be able to chat and receive team messages If you log out an IPPA or CAD BE agent that agent disappears from the agents tree To change an agent s agent state January 30 2014 1 From the Agents tree select the agent whose state you want to change 2 On the toolbar click the appropriate agent state button NOTE There is a delay of about 2 to 3 seconds before the command to change agent state takes effect To ensure you set the desired agent state allow enough time between clicking Agent State buttons for the command to take effect NOTE If an agent state change fails you will not see any failure message You will know that an agent state change succeeds if the icon next to the agent s name in the team view pane changes to the current agent state icon 53 Cisco Supervisor Desktop User G
59. ntrol the recording playback and the volume slider to control the playback volume There is a progress bar at the bottom of the screen that shows where you are within the recording You can click the progress bar and drag It backwards or forwards to rewind or fast forward the recording You must click Play again after you reposition the progress bar to restart the playback NOTE You cannot play back a recording while you are monitoring a call To save a recording 1 Select the recording you want to save 2 Click the Play and Save button or choose Recording gt Play and Save from the menu bar The Save As dialog box appears 3 Select the folder where the recording is to be saved enter a file name for the recording and then click Save The recording plays and simultaneously is Saved as a wav file to the location you selected To tag a recording for extended archiving 1 Select the recording you want to archive for 30 days 2 Click the Set Extended Lifetime button or choose File gt Set Extended Lifetime from the menu bar The recording is tagged to be archived for 30 days from the date of recording 70 January 30 2014 Service Autorecovery Service Autorecovery The service autorecovery feature allows Supervisor Desktop to automatically recover its connection to the Cisco services in the event of a service restart or a network outage When Supervisor Desktop detects that it is unable to communicate with a service
60. ont d Total E Mail Not Ready The total time in seconds spent in the E Mail Not Ready state since midnight Agent Contact Active Call The Active Call display is available when you select an active call under a specific agent s name in the Agents tree This display presents information about each party in the current active call The data refresh rate is 1 second and is not configurable Table 6 lists the fields in the Active call display Table 6 Agent Active Call display data Name Name of the parties in the call if known If this data is not known lt unavailable gt is displayed The party s phone number Call Status Hook state of the party Active or Held The length of time the party has been in the call Contact Service Queue The ID of the CSQ that the call was queued to if applicable Agent Contact Active E Mail 30 The Active E Mail display is available when you select the E Mail node underneath a Specific agent s name in the Agents tree You can view an e mail along with any inbound and outbound attachments in Agent E Mail Viewer by double clicking the email from any of the Real Time Displays This display presents a summary of the e mails the agent is working on The data is for the current day starting at midnight The data refresh rate is 1 second and is not configurable Table 7 lists the fields in the Active E mail display Table 7 Active E Mail display data The sender of the e mail
61. or Desktop is launched it checks to see if the correct version of JRE Is installed If the correct version is not detected you will be notified and Supervisor Desktop will download and install the correct J RE 14 January 30 2014 The Supervisor Desktop Window The Supervisor Desktop Window The Supervisor Desktop window is divided into five areas m The Skill Groups tree which lists all of the CSQs associated with the team you choose from the team selection list The agents tree which lists all of the agents and supervisors on the team Tabular graphical real time displays of CSQ information Tabular graphical real time displays of agent and team information m Integrated browser if enabled The Supervisor Desktop interface is highly configurable By default the browser Is not enabled and the panes are not dockable However you can configure real time displays enable the integrated browser and enable all panes to act as dockable windows so you can move them and resize them independently You can also change the size of the toolbar icons from the default 16 x 16 pixels to 32 x 32 pixels The specific panes that are displayed depends on the nodes that you select in the Skill Groups and Agents tree If you choose to enable the integrated browser the real time displays and the browser appear on tabs in the right pane Figure 2 shows the Supervisor Desktop window in its default configuration Figure 2 Supervisor Desktop
62. ows 7 running the Windows 32 bit on Windows 64 bit WoW64 emulation layer Obtaining Documentation and Submitting a Service Request For information on obtaining documentation submitting a service request and gathering additional information see the monthly What s New in Cisco Product Documentation which also lists all new and revised Cisco technical documentation at http www cisco com en US docs general whatsnew whatsnew html January 30 2014 7 Cisco Supervisor Desktop User Guide Subscribe to the What s New in Cisco Product Documentation as a Really Simple Syndication RSS feed and set content to be delivered directly to your desktop using a reader application The RSS feeds are a free service and Cisco currently supports RSS version 2 0 Documentation Feedback You can provide comments about this document by sending email to the following address ccbu_docfeedback cisco com We appreciate your comments 8 January 30 2014 Supervisor Desktop Feature Levels Supervisor Desktop Feature Levels There are three feature levels of Cisco Supervisor Desktop Standard Enhanced and Premium The following table outlines the features that are available at each feature level All features not listed here are present in all three feature levels Feature Standard Enhanced Premium Silent monitoring Xx x Recording x x Chat with team members CAD agents only Xx Xx Team mess
63. rvice every 10 seconds If the refresh rate is changed to a shorter time interval the display will be refreshed at that interval but the statistics might not change until the Enterprise service receives the updated information from the CTI service Graphical displays of this information consist of bar charts with the skill name on the Y axis and any of the available statistics listed in the table below on the X axis expressed in either an integer 0 1 2 or time duration hh mm ss Table 21 lists the fields in the Team Summary display Table 21 Team Summary display data January 30 2014 45 Cisco Supervisor Desktop User Guide Table 21 Team Summary display data cont d Current Oldest The number of calls in queue and the elapsed wait time of the oldest call in the queue displayed in the format x hh mmi ss where X is the number of calls and hh mmiss is the elapsed wait time Total Calls Total number of calls that have arrived including calls waiting calls connected to agents and calls that have disconnected Handled Calls Today Number of calls handled by the CSQ for the current reporting period A call is considered to be handled when an agent picks up the call Calls Abandoned Number of calls that were routed to the CSQ but were not answered by an agent because the caller hung up or was disconnected Calls De queued Number of calls that were dequeued A call is considered to be dequeued from a particul
64. s each of which can display a different web page You can configure each tab to display a specific website For more information about this pane see Using the Integrated Browser on page 60 Status Bar The status bar Figure 6 displays current information about Supervisor Desktop Figure 6 Status bar Nancy Kaminski 2311 In Service 11 54 o Current system time in 24 hour format Current status of Supervisor Desktop features Login ID User name In the event of a service failure the Current Status section changes from In Service to Partial Service or No Service To learn which features are affected by the service outage double click the Current Status section of the status bar to view a popup window that displays active or inactive features January 30 2014 25 Cisco Supervisor Desktop User Guide Real Time Displays The real time displays contain the information you need to manage your teams and agents Real time displays include the following Agent Agent vs Team Summary page 27 Agent Contact Active Call page 30 Agent Contact Active E Mail page 30 Agent Contact Enterprise Call History page 31 Agent Contact Enterprise Data page 32 Agent Logs Call page 32 Agent Logs State page 32 Agents Team State page 33 Agents Team Summary page 34 E Mail CSQ Assigned page 35 E Mail CSQ Detail page 36 E Mail CSQ Queued page 37 E Mail CSQ Resolved page 3
65. s the browser from displaying a web page for example if the download is taking too long Refresh F5 Refreshes the web page displayed to ensure you see the latest content fa Home AlttHome Returns you to your predefined home page January 30 2014 Sending Team Messages Sending Team Messages You can send a team message to all CAD agents on a team whether or not the agent is logged into the ACD As long as Agent Desktop is open an agent can view a team message NOTE You cannot send team messages to CAD BE or IP Phone agents NOTE If the Chat service is restarted or the server that hosts the Chat service fails over any active team messages are cancelled The Team Messages dialog box Figure 11 stores the last 10 team messages you broadcast You can select any one of these messages to broadcast again If you send more than 10 team messages the oldest one drops off the stored list You cannot designate any particular team message for permanent storage Figure 11 Team Message dialog box leam Massel Last 10 Meseages Remember the 10 dawni for Gold Custumers NOTE By default the team message scrolls across Agent Desktop s team message pane Individual agents can set their preference in Agent Desktop to view team messages as stationary A stationary team message is more compatible with screen readers which are often used by vision impaired agents The Current Message pane displays the message that Is c
66. sco Supervisor Desktop User Guide Toolbar 24 NOTE The tab key will move you among the real time display panes but the order in which you access them will not necessarily be in sync with the physical arrangement of the display panes on your desktop Table 4 lists the buttons in the Supervisor Desktop toolbar To view a tooltip explaining a button s function move your mouse pointer over the button Table 4 Supervisor Desktop toolbar buttons E Refresh Ctrl F Refreshes the information in the active data view pane E owt Ctrl L Logs the selected agent out of the ACD Crtl E Puts the selected agent in the Ready state Not Ready Ctrl N Puts the selected agent in the Not Ready state 5 Work Ctrl D Puts the selected agent in the Work State Ee Team Ctrl X Opens the Team Message dialog box Message Start Record Ctri R Starts recording the selected phone call Stop Record Ctri S Stops recording the selected phone call ae Start Voice Ctrl A Starts monitoring the selected agent A Monitor A Stop Voice Ctrl P Stops monitoring the selected agent A Monitor Voice Monitor Ctrl V Pops up a slider that enables you to Volume control or mute the volume when monitoring a call January 30 2014 The Supervisor Desktop Window Integrated Browser Pane The integrated browser pane allows you to view internet and intranet web pages to help you assist agents and customers The integrated browser has from 1 to 10 tab
67. sco Supervisor Desktop User Guide 7 m Introduction 7 What s New in This Release 7 Obtaining Documentation and Submitting a Service Request 7 Documentation Feedback 8 Supervisor Desktop Feature Levels 9 Starting Supervisor Desktop 10 Access Through a VPN From Behind a NAT Firewall or Router 11 VPN Tunneling 11 m Automated Updates 13 CAD Desktop Applications 13 Java Runtime Environment 14 m The Supervisor Desktop Window 15 Setting Preferences 17 Agents Tree 20 Formatting Agent Names in the Agents Tree 21 Restoring the Interface Default Layout 21 Agent E Mail Viewer 22 Accessibility 23 Interface Shortcut Keys 23 Toolbar 24 Integrated Browser Pane 25 Status Bar 25 Real Time Displays 26 Agent Agent vs Team Summary 27 Agent Contact Active Call 30 Agent Contact Active E Mail 30 Agent Contact Enterprise Call History 31 Agent Contact Enterprise Data 32 Agent Logs Call 32 Agent Logs State 32 Agents Team State 33 A SSS Contents Agents Team Summary 34 E Mail CSQ Assigned 35 E Mail CSQ Detail 36 E Mail CSQ Queued 37 E Mail CSQ Resolved 38 E Mail CSQ Summary 39 E Mail CSQ Team Summary 40 Voice CSQ Detail 42 Voice CSQ Summary 43 Voice CSQs Team Summary 45 Monitoring Agents 48 Pushing a Web Page to an Agent 50 Recording Calls 51 Changing Agents ACD States 53 Using Chat 54 Sendinga Chat Message 55 Predefined High Priority Chat Messages 57 m Monitoring Agent Deleted E Mail 58 m Reviewing Age
68. t The message box is closed by clicking OK January 30 2014 69 Cisco Supervisor Desktop User Guide 70 To set up a message box in the Message Box Action dialog box Figure 18 type your message in the Message Text field select the appropriate message icon and then click OK Figure 18 Message Box Action dialog box Message Box Action Message Text There are more than 10 messages queued to CSO 6500 Cancel Report Action The Report action highlights in color the cells in the CSQ and Oldest in Queue columns in the tabular Team Skill Statistics real time display when the data in the cell exceeds the threshold rules To set up a Report action in the Report Action dialog box Figure 19 click Set Color to select the color to use for highlighting the display cells and then click OK If you select the Show Team Skill Statistics Report check box then whenever a Statistic changes that triggers a Report action Supervisor Desktop automatically changes its focus to display the Team Skill Statistics report so that you will see the Current report with the cells highlighted Figure 19 Report Action dialog box Report Action Report Highlight Color fi Set Color W Show Team Skill Statistics Report canel January 30 2014 Creating Supervisor Work Flows Tree Control Action The Tree Control action enables you to select a color to apply to a CSQ name and ora message to display beside the CSQ name in the
69. te Table 11 lists the fields in the Team State display Table 11 Team State display data Skill Group The skill group ID of the call the agent is currently Servicing in Talking state If there is no call or if the call is anon ACD call this field is blank Contact Service Queue Name of the CSQ State Duration The amount of time in seconds that the agent has been in the current ACD state January 30 2014 33 Cisco Supervisor Desktop User Guide Table 11 Team State display data cont d Reason Code The reason why the agent is in the current ACD state Reason codes are available for the Not Ready and Logout states only Agents Team Summary 34 The Team Summary display is available when you select the Team node or Agents node in the Agents tree This display presents the real time state of the agents on the selected team who are currently logged into the ACD By default the data displayed is sorted in ascending order by agent name NOTE If the agent is assigned to a new team while logged in that agent will still show up as a member of the old team in the Team Summary display until the agent logs out and logs in again After logging in the agent will show up as a member of the new team in the Team Summary display The data is obtained from the CAD Recording amp Statistics service and is for the current day starting at midnight The data refresh rate is configurable and ranges from every 5 to 60 secon
70. tting preferences 17 Shortcut keys 23 Starting 10 Status bar 25 toolbar 24 Supervisor Record Viewer introduction 74 play a recording 76 Save a recording 76 Starting 76 tag recording for archiving 76 80 Supervisor work flows example 65 introduction 63 setting up 63 Team messages 61 canceling 62 sending 62 Team State display 33 Team Summary display 34 Toolbar integrated browser 60 Supervisor Desktop 24 Tree Control action 71 Viewing agent e mail 22 Voice CSQ Detail display 42 Summary display 43 Voice CSQs Team Summary display 45 W Work flow actions Audible Alert action 68 E mail Alert action 71 introduction 68 Message Box action 69 Report action 70 Tree Control action 71 January 30 2014
71. uide Using Chat Chat enables you to send instant messages to agents and supervisors on your teams Figure 9 displays a supervisor s Contact Selection window Figure 9 Contact Selection window Elizabeth Stuck Bele This Contact Selection window 1 Fie Actions Help displays two contact lists or drawers Agents and Supervisors w Agents fet Audrey Smith Not Ready iy Pete Wall Work w Supervisors B Elizabeth Stuck Ayvallable A Nicholas Lambert Available Your contacts are organized in groupings called drawers m The Agents drawer lists all the agents on the team selected in Supervisor Desktop The agents agent state is indicated both by an icon to the left of the agent name and by text to the right of the agent name The agent state is updated whenever it changes Agents do not have to be currently logged into Agent Desktop to be listed here but they must have Agent Desktop open and they must have logged in at least once The Supervisors drawer lists all Supervisors on your team Their status is always listed as Available Supervisors must be logged in to be listed here The Conference drawer appears when you are on a conference call with other agents NOTE You cannot chat with CAD BE agents or IP Phone agents Some Chat features include m You can send the same chat message to multiple recipients The sending chat window closes after the message Is sent and recipient s replies if any appear in separate ch
72. urrently being sent to your team January 30 2014 61 Cisco Supervisor Desktop User Guide To send a team message to all agents on a team 1 From the team selection list choose the team to which you want to send the message and then click View gt Team Messages or click the Team Messages button 2 Type your message in the text box The TM can be up to 255 characters long 3 Inthe Expires at field choose a specific time for the message to expire By default the message runs for 30 minutes 4 Click Start or press Enter The team message Is sent to the team for the length of time you chose The text of the message you sent is logged in the current team performance message field To cancel a team message m Inthe Team Message dialog box click Stop 62 January 30 2014 Creating Supervisor Work Flows Creating Supervisor Work Flows Using the Supervisor Work Flow Administrator feature you can configure your desktop to perform certain actions based on queue statistics for calls waiting and calls in queue for specified skill groups These work flows apply only to you not to any other supervisors and are available to you no matter where you log into Supervisor Desktop They are tied to your login information NOTE Supervisor work flow actions are available at the Premium feature level except for the Tree Control action which Is also available at the Enhanced feature level In general work flows consist of events

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