Cisco Supervisor Desktop User’s Guide...10-July-07 1 Cisco Supervisor Desktop User’s Guide7 Introduction Supervisor Desktop is the portion of CAD 6.0 that resides on the supervisor’s

Cisco Supervisor Desktop User’s GuideIP Contact Center Enterprise Edition 6.0July 10, 2007

Corporate HeadquartersCisco Systems, Inc.170 West Tasman DriveSan Jose, CA 95134-1706 USAhttp://www.cisco.comTel: 408 526-4000

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Cisco Supervisor Desktop User’s GuideCopyright © 2002–2004, Cisco Systems, Inc.All rights reserved.

Contents

Cisco Supervisor Desktop User’s Guide

■ Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Obtaining Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Cisco.com. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Documentation CD-ROM . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Ordering Documentation. . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Documentation Feedback . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Obtaining Technical Assistance . . . . . . . . . . . . . . . . . . . . . . . 3

Cisco TAC Website . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Opening a TAC Case . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

TAC Case Priority Definitions . . . . . . . . . . . . . . . . . . . . . . . 4

Obtaining Additional Publications and Information . . . . . . . . 4

■ About This Document . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Intended Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Conventions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

■ Supervisor Desktop Versions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

■ Starting Supervisor Desktop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Changing Your Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Access Through a Virtual Private Network . . . . . . . . . . . . . .10

■ Automated Updates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11

■ Supervisor Desktop Window . . . . . . . . . . . . . . . . . . . . . . . . . . .12

Accessibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13

Interface Shortcut Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13

Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14

Menu Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15

Team View Pane . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .16

Data View Pane . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18

Agent Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18

Call Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19

Team Performance Message Pane . . . . . . . . . . . . . . . . . . . .19

Status Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .20

■ Supervisor Desktop Functions . . . . . . . . . . . . . . . . . . . . . . . . . .21

Monitoring an Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .21

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Contents

Barging In on a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Intercepting a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Recording a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Changing Agent States . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Using Chat . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Chat Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Predefined High-Priority Chat Messages. . . . . . . . . . . . . . . 26

Sending a Team Performance Message . . . . . . . . . . . . . . . 26

■ Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Report Refresh Rates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Setting Report Preferences . . . . . . . . . . . . . . . . . . . . . . . . . 27

Team Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Team Agent Statistics Report . . . . . . . . . . . . . . . . . . . . . 29

Team Agent State Report . . . . . . . . . . . . . . . . . . . . . . . . 31

Team Skill Statistics Report. . . . . . . . . . . . . . . . . . . . . . . 31

Agent Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Agent Call Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Agent ACD State Log . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Agent Detail Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

■ Supervisor Record Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Menu Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Working with Recordings . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

■ Service Autorecovery . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

ii 10-July-07

10-July-07

7’s Guide
Cisco Supervisor Desktop User
Introduction

Supervisor Desktop is the portion of CAD 6.0 that resides on the supervisor’s desktop.

FeaturesWith Supervisor Desktop, you are able to:

■ View realtime agent call activity

■ Record and archive agent phone calls

■ Silently monitor agent phone calls

■ “Barge in” on calls (join an agent’s conversation)

■ “Intercept” calls (disconnect an agent from a call and take it over)

■ Change an agent’s ACD agent state

■ View agent and team statistics and performance reports

■ Use instant messaging to communicate with any and all agents on your team

■ Send team performance messages to all agents on your team to broadcast important news

Obtaining Documentation

Cisco provides several ways to obtain documentation, technical assistance, and other technical resources. These sections explain how to obtain the most current technical information from Cisco Systems.

1

Cisco Supervisor Desktop User’s Guide 6.0(2)

Cisco.com

You can access the most current Cisco documentation on the World Wide Web at this URL:

www.cisco.com/univercd/home/home.htm

You can access the Cisco website at this URL:

www.cisco.com

International Cisco websites can be accessed from this URL:

www.cisco.com/public/countries_languages.shtml

Documentation CD-ROM

Cisco documentation and additional literature are available in a Cisco Documentation CD-ROM package, which may have shipped with your product. The Documentation CD-ROM is updated regularly and may be more current than printed documentation. The CD-ROM package is available as a single unit or through an annual or quarterly subscription.

Registered Cisco.com users can order a single Documentation CD-ROM (product number DOC-CONDOCCD=) through the Cisco Ordering tool:

www.cisco.com/en/US/partner/ordering/ordering_place_order_ordering_tool_launch.html

All users can order annual or quarterly subscriptions through the online Subscription Store:

www.cisco.com/go/subscription

Ordering Documentation

You can find instructions for ordering documentation at this URL:

www.cisco.com/univercd/cc/td/doc/es_inpck/pdi.htm

You can order Cisco documentation in these ways:

■ Registered Cisco.com users (Cisco direct customers) can order Cisco product documentation from the Networking Products MarketPlace:

www.cisco.com/en/US/partner/ordering/index.shtml

■ Nonregistered Cisco.com users can order documentation through a local account representative by calling Cisco Systems Corporate Headquarters (California, USA) at 408 526-7208 or, elsewhere in North America, by calling 800 553-NETS (6387).

Documentation Feedback

You can submit comments electronically on Cisco.com. On the Cisco Documentation home page, click Feedback at the top of the page.

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http://www.cisco.com/univercd/home/home.htmhttp://www.cisco.comhttp://www.cisco.com/public/countries_languages.shtmlhttp://www.cisco.com/en/US/partner/ordering/ordering_place_order_ordering_tool_launch.htmlhttp://www.cisco.com/go/subscriptionhttp://www.cisco.com/univercd/cc/td/doc/es_inpck/pdi.htmhttp://www.cisco.com/en/US/partner/ordering/index.shtml

Introduction

You can send your comments in e-mail to [email protected].

You can submit comments by using the response card (if present) behind the front cover of your document or by writing to the following address:

Cisco SystemsAttn: Customer Document Ordering170 West Tasman DriveSan Jose, CA 95134-9883

We appreciate your comments.

Obtaining Technical Assistance

For all customers, partners, resellers, and distributors who hold valid Cisco service contracts, the Cisco Technical Assistance Center (TAC) provides 24-hour, award-winning technical support services, online and over the phone. Cisco.com features the Cisco TAC website as an online starting point for technical assistance.

Cisco TAC Website

The Cisco TAC website (www.cisco.com/tac) provides online documents and tools for troubleshooting and resolving technical issues with Cisco products and technologies. The Cisco TAC website is available 24 hours a day, 365 days a year.

Accessing all the tools on the Cisco TAC website requires a Cisco.com user ID and password. If you have a valid service contract but do not have a login ID or password, register at this URL:

http://tools.cisco.com/RPF/register/register.do

Opening a TAC Case

The online TAC Case Open Tool (www.cisco.com/tac/caseopen) is the fastest way to open P3 and P4 cases. (Your network is minimally impaired or you require product information). After you describe your situation, the TAC Case Open Tool automatically recommends resources for an immediate solution. If your issue is not resolved using these recommendations, your case will be assigned to a Cisco TAC engineer.

For P1 or P2 cases (your production network is down or severely degraded) or if you do not have Internet access, contact Cisco TAC by telephone. Cisco TAC engineers are assigned immediately to P1 and P2 cases to help keep your business operations running smoothly.

To open a case by telephone, use one of the following numbers:

Asia-Pacific: +61 2 8446 7411 (Australia: 1 800 805 227) EMEA: +32 2 704 55 55 USA: 1 800 553-2447

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http://www.cisco.com/tachttp://tools.cisco.com/RPF/register/register.dohttp://www.cisco.com/tac/caseopen


For a complete listing of Cisco TAC contacts, go to this URL:

www.cisco.com/warp/public/687/Directory/DirTAC.shtml

TAC Case Priority Definitions

To ensure that all cases are reported in a standard format, Cisco has established case priority definitions.

■ Priority 1 (P1)—Your network is “down” or there is a critical impact to your business operations. You and Cisco will commit all necessary resources around the clock to resolve the situation.

■ Priority 2 (P2)—Operation of an existing network is severely degraded, or significant aspects of your business operation are negatively affected by inadequate performance of Cisco products. You and Cisco will commit full-time resources during normal business hours to resolve the situation.

■ Priority 3 (P3)—Operational performance of your network is impaired, but most business operations remain functional. You and Cisco will commit resources during normal business hours to restore service to satisfactory levels.

■ Priority 4 (P4)—You require information or assistance with Cisco product capabilities, installation, or configuration. There is little or no effect on your business operations.

Obtaining Additional Publications and Information

Information about Cisco products, technologies, and network solutions is available from various online and printed sources.

■ The Cisco Product Catalog describes the networking products offered by Cisco Systems, as well as ordering and customer support services. Access the Cisco Product Catalog at this URL:

www.cisco.com/en/US/products/products_catalog_links_launch.html

■ Cisco Press publishes a wide range of networking publications. Cisco suggests these titles for new and experienced users: Internetworking Terms and Acronyms Dictionary, Internetworking Technology Handbook, Internetworking Troubleshooting Guide, and the Internetworking Design Guide. For current Cisco Press titles and other information, go to Cisco Press online at this URL:

www.ciscopress.com

■ Packet magazine is the Cisco quarterly publication that provides the latest networking trends, technology breakthroughs, and Cisco products and solutions to help industry professionals get the most from their networking investment. Included are networking deployment and troubleshooting tips, configuration examples, customer case studies, tutorials and training, certification information, and links to numerous in-depth online resources. You can access Packet magazine at this URL:

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http://www.cisco.com/warp/public/687/Directory/DirTAC.shtmlhttp://www.cisco.com/en/US/products/products_catalog_links_launch.htmlhttp://www.ciscopress.com

Introduction

www.cisco.com/go/packet

■ iQ Magazine is the Cisco bimonthly publication that delivers the latest information about Internet business strategies for executives. You can access iQ Magazine at this URL:

www.cisco.com/go/iqmagazine

■ Internet Protocol Journal is a quarterly journal published by Cisco Systems for engineering professionals involved in designing, developing, and operating public and private internets and intranets. You can access the Internet Protocol Journal at this URL:

www.cisco.com/en/US/about/ac123/ac147/about_cisco_the_internet_protocol_journal.html

■ Training—Cisco offers world-class networking training. Current offerings in network training are listed at this URL:

www.cisco.com/en/US/learning/index.html

10-July-07 5

http://www.cisco.com/go/packethttp://www.cisco.com/go/iqmagazinehttp://www.cisco.com/en/US/about/ac123/ac147/about_cisco_the_internet_protocol_journal.htmlhttp://www.cisco.com/en/US/learning/index.html


About This Document

Intended AudienceThis document is written for contact center supervisors who use Supervisor Desktop on their computers.

ConventionsIn this document, terminology and typographic conventions are as follows:

Terminology

■ The word enter means to press the sequence of keys specified. For example, an instruction to enter the letter “y” is shown as

Enter y to continue.

■ The word click means to use your mouse to execute the action represented by a button. For example, an instruction to click the Next button is shown as

Click Next.

■ The words check and uncheck mean to activate or deactivate a check box. For example, an instruction to deactivate the Dial Number as Entered check box is shown as

Uncheck the Dial Number as Entered check box.

■ The word choose means to pick an option from a menu or submenu. For example, an instruction to choose the Desktop option from a series of submenus is shown as

Choose Start > Programs > Cisco > Desktop.

■ The word select means to mark text or other elements to be copied or cut. For example, an instruction to select text is shown as

Select an entry from the list to edit.

■ Simultaneous keystrokes (as when you hold down the first key, then press the second and third keys) are represented as a series of bolded key names joined by dashes. For example, an instruction to press and hold the Alt key while pressing the letter “d” is shown as

Press Alt–d.

■ Function keys are represented by the letter F followed by the function key number. For example, an instruction to press function key 3 is shown as

Press F3.

6 10-July-07

About This Document

Typography

■ Commands and text you type, the names of windows, buttons, menus, and menu options appear in bold type:

From the Options menu, choose Local Admin.

■ Variables you must enter appear in italics:

http://servername/appadmin

■ Terms that are being defined appear in italics:

Actions are commands that perform a task.

■ Menu paths appear in bold type with menu options separated by right angle brackets:

Choose Options > Status Bar.

10-July-07 7


Supervisor Desktop Versions

There are three versions of Cisco Supervisor Desktop: Standard, Enhanced, and Premium. The following chart outlines the features available in each version. All features not listed here are present in all three versions.

Feature Standard Enhanced Premium

Silent monitoring ● ● ●

Barge-in ● ● ●

Intercept ● ● ●

Recording (up to 32 simultaneous recordings/playbacks)

●

Recording (up to 80 simultaneous recordings/playbacks)

●

Team performance messages (TPMs) ● ● ●

Skill statistics ● ● ●

Reports ● ● ●

8 10-July-07

Starting Supervisor Desktop

Starting Supervisor Desktop

NOTE: In order to be able to use all of Supervisor Desktop’s functionality, you must first log into Agent Desktop.

To start Supervisor Desktop:

1. Choose Start > Programs > Cisco > Desktop > Supervisor.

The login dialog box appears (see Figure 1).

Figure 1. Supervisor Login dialog box

2. Enter your Supervisor Desktop ID and password in the appropriate fields, and then click OK or press Enter.

NOTE: Supervisor Desktop remembers your ID the first time you log in. It is automatically entered into the ID field the next time you log in. If you share a computer with another supervisor, check the ID field to make sure it contains your ID and not someone else’s.

NOTE: While Agent Desktop and Supervisor Desktop IDs are the same, your passwords may differ. Consult your system administrator if you have problems logging into either application.

Changing Your PasswordYour password should remain confidential. If it becomes known, follow these steps to change it.

To change your password:

1. From the menu bar, choose File > Change Password.

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The Change Password dialog box appears (see Figure 2).

Figure 2. Change Supervisor Password dialog box

2. Type your old password, a new password, and then the new password again.

Your password may have a maximum of 32 alphanumeric characters.

3. Click OK.

Your password is changed.

Access Through a Virtual Private NetworkSupervisor Desktop is able to connect to the CAD servers through a virtual private network (VPN). This enables you to work remotely and still have the benefit of Supervisor Desktop’s full functionality.

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 vendors may work correctly, but since they have not been formally verified, they are not supported. If you want an alternative solution to be verified, please contact your CAD distributor.

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Automated Updates

Automated Updates

CAD 6.0 allows your system administrator to update all instances of Supervisor Desktop automatically to a new version.

Every time you start Supervisor Desktop, it checks to see if there is an updated version available. If there is, it automatically runs the update process.

NOTE: You must have administrator privileges on your PC in order for the update to proceed, because it involves changes to the machine registry. If you do not have administrator privileges, the update will fail.

NOTE: For automated updates to function correctly, Internet Explorer must be configured so that it checks for newer versions of stored pages. In Internet Explorer, choose Tools > Internet Options and select the General tab. In the Temporary Internet Files section, click Settings and ensure that any option other than Never is selected.

When an updated version of Supervisor Desktop is detected, you will see a dialog box notifying you that your copy of Supervisor Desktop will be updated. (See Figure 3.)

Figure 3. Update notification dialog box

Click OK and then follow the instructions in the series of dialog boxes that follows.

When the update is finished, you will see a final dialog box telling you that your update is complete. (See Figure 4.) When you click OK, Supervisor Desktop starts and you are able to log in as usual.

Figure 4. Update Complete dialog box

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Supervisor Desktop Window

The Supervisor Desktop window is divided into three areas:

■ The team view pane, which displays the supervisor’s team of agents

■ The data view pane, which displays agent and call information

■ The team performance message pane, which enables you to broadcast team performance messages

Figure 5 shows the Supervisor Desktop window.

Figure 5. Supervisor Desktop window

Team selection list Data view pane

Team view pane Team performance message pane

Toolbar

Status bar

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AccessibilitySupervisor Desktop has a number of features which aid accessibility by vision-impaired users. They are:

■ Follows Windows settings for screen resolution and color/contrast settings

■ Screen reader-compatible tool tips for all controls

■ Screen reader-compatible shortcut keys for navigating the application and toolbar (see "Interface Shortcut Keys" on page 13 and "Toolbar" on page 14)

■ Screen reader-compatible non-scrolling Team Performance Messages (TPMs) (see "Sending a Team Performance Message" on page 26)

Interface Shortcut KeysShortcut keys are available to navigate the Supervisor Desktop interface. The shortcut keys are:

Table 1. Accessibility shortcut keys

Shortcut Keys Description

Ctrl-H Selects and drops down the Team Selection List.

Ctrl-T Selects the Team View pane.

Ctrl-G Selects the upper left cell in the Data View pane.

Alt-M Positions the cursor in the message field in the Team Performance Message pane.

Alt-T Clicks the Start button in the Team Performance Message pane.

Alt-O Clicks the Stop button in the Team Performance Message pane.

Alt-R Selects the Reports menu from the menu bar.

Alt-E In the Team Reports window, selects and drops down the Reports selection list.

Alt-S In the Team Reports window, selects the upper left cell in the report display pane.

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ToolbarThe Supervisor Desktop toolbar consists of the following buttons. Move your mouse pointer over a button to view a tooltip that shows its function.

Table 2. Supervisor Desktop toolbar buttons

Button NameShortcut Key Description

Refresh Ctrl-F Refreshes the information in the data view pane.

Logout Ctrl-L Logs the selected agent out of the ACD.

Ready Crtl-E Puts the selected agent in the Ready agent state.

Not Ready Ctrl-N Puts the selected agent in the Not Ready agent state.

Work Ready Ctrl-D Puts the selected agent in the Work Ready agent state.

Work Not Ready

Ctrl-Y Puts the selected agent in the Work Not Ready agent state.

Barge-In Ctrl-B Enables you to join an agent’s phone conversation.

Intercept Ctrl-I Enables you to intercept a phone call while disconnecting the agent from the phone call.

Chat Ctrl-J Opens the Chat window.

Reports Ctrl-Q Opens the Reports window.

Start Record Ctrl-R Starts recording the selected phone call.

Stop Record Ctrl-S Stops recording the selected phone call.

14 10-July-07


Menu BarThe Supervisor Desktop menu bar contains the following options:

Start Voice Monitor

Ctrl-A Starts monitoring the selected agent.

Stop Voice Monitor

Ctrl-P Stops monitoring the selected agent.

Voice Monitor Volume

none Controls the volume when monitoring a call.

Table 3. Supervisor Desktop menu options

Menu Option Description

File Change Password Change your Supervisor Desktop password.

Exit Close Supervisor Desktop.

View User ID Show the agent’s user ID in the Team View pane.

Ext. Show the agent’s extension in the Team View pane.

Both UserID & Ext. Show the agent’s user ID and extension in the Team View pane.

Recorded Files Open the Supervisor Record Viewer.

Table 2. Supervisor Desktop toolbar buttons (continued)

Button NameShortcut Key Description

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Team View PaneThe team view pane displays the supervisors, agents, and phone calls belonging to your team, which you select from the Team Selection List. Only agents who are currently logged in are visible.

Intervention Start Voice Monitor Start monitoring a selected agent (visible only when an agent is selected)

Stop Voice Monitor Stop monitoring a selected agent (visible only when an agent is selected).

Barge-In Barge in on an agent’s call (visible only when a call is selected).

Intercept Intercept an agent’s call (visible only when a call is selected).

Call/Agent Start Recording

Start recording an agent (visible only when a call is selected).

Call/Agent Stop Recording

Stop recording an agent (visible only when a call is selected).

Reports Agent Call Log Display the Agent Call Log for the selected agent in the Data View pane.

Agent ACD State Log Display the Agent ACD State Log for the selected agent in the Data View pane.

Reports (cont.)

Agent Detail Display the Agent Detail information for the selected agent in the Data View pane.

Team Reports Open the Team Reports window.

Preferences Set your preference of data to be displayed in the agent and team reports.

Help Contents Access the Help file.

About Supervisor Desktop

Display version and copyright information.

Table 3. Supervisor Desktop menu options (continued)


16 10-July-07


Supervisor Desktop monitors two types of agent groups: desktop agents, who use Agent Desktop to manage their calls, and IP phone agents, who use IP Phone Agent for call management.

When you select an agent or phone call, information about your selection is displayed in the data view pane. No information is available when you select the team, supervisors, desktop agents, or IP phone agents nodes. (See Data View Pane on page 18.)

NOTE: Supervisor Desktop assumes that all interaction between agents occurs between agents of the same type (all desktop agents or all IP phone agents). Interaction between the two types of agents can result in missing or additional information in the Team View pane. For example, if a desktop agent receives a call and performs a transfer to an IP phone agent, the IP phone agent appears in the Team View pane as being on the phone but not having an inbound call. Call control is not usually affected unless you attempt to affect one of the additional “phantom” calls.

The team view pane displays icons next to agent names and phone calls to indicate their agent state and call status.

Table 4. Team View pane icons

Agent State Icons Ready

Not Ready

Work Ready

Work Not Ready

Talking

On Hold

Logging Out (visible only when the agent is in the process of logging out)

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Data View PaneThe data view pane displays different information depending on what you select in the team view pane:

■ If you select a particular agent, that agent’s statistics are displayed.

■ If you select a call, call information is displayed.

NOTE: No information is available for supervisors or IP phone agents in the data view pane.

Call information is real-time and always reflects the current status. Other information (Agent Detail, Agent ACD State, and Agent Call Log) is automatically refreshed at various intervals (see "Report Refresh Rates" on page 27). You can click the Refresh button to refresh the information at any time.

You can sort the columns in the data view pane in ascending/descending order by clicking on the column header. A triangle at the right of the column name denotes in which order the data is sorted:

Ascending order

Descending order

Agent Statistics

When you select an agent’s name from the team view pane, Agent Detail statistics are displayed in the Data View pane by default. You can change the information displayed by selecting another report from the Reports menu. The available reports are:

■ Agent Detail (default)

■ Agent ACD State Log

Call Status Icons Conference Call

Talking

On Hold

Audio Icons Monitoring

Recording

Table 4. Team View pane icons

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■ Agent Call Log

For more information on the agent statistics displayed, see "Agent Reports" on page 32.

Call Information

When you select a call from the team view pane, the data view pane displays the following information for each call participant.

NOTE: Supervisor Desktop displays if any of this information is not available to the system.

Team Performance Message PaneThe team performance pane allows you to send team performance messages (TPMs) to all agents on your team. These messages are displayed prominently in the Agent Desktop interface, and can be scrolling or stationary.

TPMs can be displayed for a specified length of time, or stopped on demand.

For more information on TPMs, see "Sending a Team Performance Message" on page 26.

Table 5. Call information statistics

Statistic Description

Name The call participant’s name.

Number The call participant’s phone number.

Call Status The status of the call participant.

Duration The length of time the participant has been in the call.

Skill The skill group to which the call is routed.

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Status BarThe status bar displays current information about Supervisor Desktop.

Figure 6. Status Bar

In the event of a service failure, the Current Status section changes from “In Service” to “Partial Service” or “No Service.” To learn what features are affected by the service outage, double-click the Current Status section of the status bar to view a popup window that displays which features are active or inactive.

For more information on the Current Status popup window and service autorecovery, see "Service Autorecovery" on page 39.

Current system time in 24-hour format

Current status of Supervisor Desktop features

User ID, as entered in the Login dialog box at startup

User name, as entered in the LDAP database

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Supervisor Desktop Functions


Monitoring an AgentThe voice monitor button allows 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:

■ You are a participant in a phone call.

■ You use the Barge-In or Intercept function.

The volume slide 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.

To start monitoring an agent:

1. Choose an agent in the Team View pane.

2. Click the Start Voice Monitor button, or choose Intervention > Start Voice Monitor.

To stop monitoring an agent:

1. Click the Stop Voice Monitor button, or choose Intervention > Stop Voice Monitor.

Barging In on a CallThe Barge-In feature enables you to join an agent’s phone conversation. When you click the Barge-In button, you are automatically added to the phone call. It is a forced conference.

The agent sees a message that you are attempting to join the call, then sees a message that you have successfully joined it.

When you use the Barge-In feature, voice monitoring is disabled.

You can’t barge in:

■ If the agent is on hold

■ If the agent is on two calls

■ If the agent is in a conference call

■ If you are already on another call

■ If the agent is an IP phone agent

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To barge in:

1. Select an agent call in the team view pane.

2. Click Barge-In or choose Intervention > Barge-In.

You are added to the call.

At any time during the conference call, you may click Intercept to disconnect the agent whose call is selected from the conference call and continue talking with the remaining parties yourself.

Intercepting a CallThe Intercept feature enables you to intercept a phone call while disconnecting the agent from that phone call. It is a forced transfer.

The agent sees a message that you are attempting to intercept the phone call, then sees a further message when the interception is successful.

When you use the Intercept feature, voice monitoring is disabled.

You can’t intercept:

■ If the agent is on hold

■ If the agent is on two calls

■ If you are already on another call

■ If the agent is an IP phone agent

To intercept a phone call:

1. Select an agent call in the team view pane.

2. Click Intercept or choose Intervention > Intercept.

The call is transferred to you.

If you are intercepting a conference call you are on, the agent call you selected in the team view pane is dropped from the conference call, and all other participants in the conference call remain connected.

Recording a CallYou can use Supervisor Desktop to record, save, and play back calls handled by desktop agents (but not calls handled by IP phone agents) on your team. Multiple recordings can be in progress at the same time, although only one recording may be made per agent at any one time. You use the Supervisor Record Viewer to review recorded calls.

You can use the Barge-In, Intercept, and Voice Monitor features while recording.

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When recording a call, keep in mind the following:

■ Although you select a specific call from the Team View pane when recording, you are actually recording all voice activity to and from that particular agent. It is not limited to the call you selected. For instance, if the agent puts the selected call on hold and switches to another call, the recording will record both calls.

■ The recording will end when the selected call terminates, or when you manually stop recording, whichever comes first.

■ Agents may have Agent Desktop task buttons that allow them to start and stop recording calls. The stop recording button controls only a recording that the agent started. An agent cannot stop a recording that you, as a supervisor, started.

■ You can stop a recording initiated by an agent.

■ If 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.

To record a call:

1. Choose the call you wish to record from the Team View pane.

2. Click the Start Record button, or choose Intervention > Call/Agent Start Recording.

3. When you are finished, click the Stop Record button, or choose Intervention > Call/Agent Stop Recording.

The call is archived to the Recording service database, where it is automatically saved for seven days. If you want to save it for a longer period, you may do so for up to 30 days, after which it is deleted (see "Supervisor Record Viewer" on page 35 for more information on playing and saving recordings).

Changing Agent StatesYou can use Supervisor Desktop to change the agent state of an agent on your team, including logging the agent out.

To change an agent’s agent state:

1. From the Team View pane, select the agent whose state you want to change.

2. On the toolbar, click the appropriate agent state button.

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

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agent’s name in the team view pane changes to the current agent state icon.

Using ChatChat allows you to send instant messages to agents on your team and to other supervisors. You initiate a chat session by clicking the Chat button on the toolbar.

Chat Features

■ You can participate in multiple concurrent chat sessions.

■ You can send the same chat message to multiple recipients (their replies, if any, appear in separate chat windows, one for each person).

■ The Chat Session window’s title bar displays the name of the person with whom you are chatting.

■ High priority chat messages pop on your screen so they are immediately noticed, while normal priority chat messages are minimized and flash on your Windows task bar.

■ Chat logs are available as long as the Chat Session window is open. Once you close the window, the log is lost.

■ Chat logs are in chronological order, with the oldest messages at the top of the log pane.

To initiate a chat session:

1. On the toolbar, click Chat.

The Chat Selection window is displayed (see Figure 7).

Figure 7. Chat Selection window

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The window lists the people with whom you can chat (logged-in members of your team and other supervisors).

2. Check the check box next to the name of the person(s) with whom you wish to chat.

If you check the check box next to Desktop Agents or Supervisors, the check boxes next to all agents or supervisors listed underneath are automatically checked. You can then send a message to multiple recipients.

A Chat Session window is displayed and a chat session is initiated with the selected people (see Figure 8).

Figure 8. Chat Session window

3. Type your message in the text entry field.

4. If you want your message to be noticed immediately by popping on the recipient’s screen, check 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:

■ Click Close in the upper right-hand corner of the Chat Session window.

Chat log pane

Text entry field

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Predefined High-Priority Chat MessagesAgents may have a task button in Agent Desktop configured to send a predefined high-priority chat message to their supervisor(s). This predefined message (for instance, “Please barge in on my call”) is set up by the system administrator. It behaves just like a regular chat message that is tagged as high priority—it pops up on your screen on top of all other windows for your immediate attention.

Sending a Team Performance MessageYou can send a team performance message (TPM) to all agents on a team.

By default, the TPM scrolls across Agent Desktop’s TPM pane. If you want to send a stationary TPM, you must uncheck the Scroll Team Messages check box.

A stationary TPM is more compatible with screen readers, which are often used by vision-impaired agents. If some of the recipients of your TPM are vision-impaired, you may want to set the TPM as stationary.

To send a TPM to all agents on a team:

1. From the team selection list, choose the team to which you want to send the message.

2. Type your message in the text box. The TPM can be up to 200 characters long.

3. In the 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 TPM 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 TPM:

■ Click Stop.

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Reports

Reports

Supervisor Desktop allows you to view reports on both teams and on individual agents.

Report Refresh RatesReports are either automatically refreshed at regular intervals or manually refreshed by the user (by clicking the Refresh button), as shown in Table 6..

The Refresh button is disabled on reports that are automatically refreshed.

Setting Report PreferencesYou can configure what data is displayed in team and agent reports using the Preferences dialog box. (See Figure 9.)

The Preferences dialog box lists each report available in Supervisor Desktop as well as the Agent Active Call (the information displayed when an agent is on a call). Using this dialog box you can choose what information to display on each report.

Table 6. Report Refresh Rates

Report Refresh Rate

Team Agent Statistics Report manual

Team Agent State Report 1 second

Team Skill Statistics Report 10 seconds

Agent Call Log Report manual

Agent ACD State Log Report manual

Agent Detail Report 30 seconds

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Figure 9. Preferences dialog box

To configure report information:

1. From the menu bar, choose Preferences.

The Preferences dialog box appears.

2. Click the plus ( + ) next to the report you want to configure.

The view expands to display a list of the report’s available fields.

3. Check the fields you want to be displayed in the report, and then click OK.

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Reports

Team ReportsTeam reports are accessed through the Reports button on the toolbar, or by choosing Reports > Team Reports on the menu bar. Either method displays the Team Reports window.

Figure 10. Team Reports window (displaying the Team Agent State report)

The reports display information that can be sorted in ascending/descending order by clicking on any column header.

The available reports are:

■ Team Agent Statistics Report

■ Team Agent State Report

■ Team Skill Statistics Report

Team Agent Statistics Report

This report (see Figure 11) displays agent statistics, sorted by agent user name. The information is current as of the moment the report is displayed, and can be refreshed as needed.

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Figure 11. Team Agent Statistics Report

Table 7. Team Agent Statistics Report fields

Field Description

User Name Agent’s name.

Agent Agent’s identifier.

Calls Presented Number of inbound calls (ACD and non-ACD) received on the monitored extension.

Calls Completed Number of calls (inbound, outbound, ACD, and non-ACD) answered or made by the agent on the monitored extension.

Max Talking Longest talk time of all calls completed.

Avg Talking Average talk time and hold time of all calls completed.

Total Talking Total talk time and hold time of all calls completed.

Max Ready Single longest time spent in the Ready state.

Avg Ready Average time spent in the Ready state.

Total Ready Total time spent in the Ready state.

Max Not Ready Single longest time spent in the Not Ready state.

Avg Not Ready Average time spent in the Not Ready state.

Total Not Ready Total time spent in the Not Ready state.

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Reports

Team Agent State Report

This report (see Figure 10 on page 29) displays the real-time ACD state of each agent on the supervisor’s team, sorted by agent user name.

Team Skill Statistics Report

This report (see Figure 12) displays information skill groups in the contact center, sorted by skill. The information is automatically refreshed every 30 seconds.

NOTE: This report displays information on all agents assigned to a specific skill group, not just agents in the team selected in the Team Selection field.

Max After Call Work Single longest time spent in the After Call Work state.

Avg After Call Work Average time spent in the After Call Work state.

Total After Call Work Total time spent in the After Call Work state.

Table 8. Team Agent State Report fields

Field Description

User Name Agent’s name.

Agent Agent identifier.

Current State Agent’s current ACD state.

State Duration Length of time spent in the current ACD state.

Reason Code Reason why the agent is in the current state. If no reason code is required for the state change, the field is blank.

Table 7. Team Agent Statistics Report fields (continued)

Field Description

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Figure 12. Team Skill Statistics Report

Agent ReportsAgent reports are viewed in the Data View pane. You access them by selecting the agent’s name on the tree control and then choosing a report to view from the Reports menu. The default report displayed when you select the agent’s name is the Agent Detail report.

The reports display information that can be sorted in ascending/descending order by clicking on any column header.

Table 9. Team Skill Statistics Report fields

Field Description

Skill Name Skill group number.

Available Resources Number of agents logged on to the skill group.

Handled Number of inbound calls routed to the skill group answered and completed (including the after call work) since midnight of the current day.

Talk Average Average talk time for inbound routed calls to the skill group, including hold time, since midnight of the current day.

Waiting Number of calls currently queued to the skill group.

Current Oldest Duration of the oldest call in the queue.

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Reports

Available reports are:

■ Agent Call Log

■ Agent ACD State Log

■ Agent Detail

Agent Call Log

The Agent Call Log displays information about the agent’s call activity for the current day.

Agent ACD State Log

This log displays information about the agent states the agent was in during the current session.

Table 10. Agent Call Log fields

Field Description

Call Start Time Start time of the call, in 24-hour format.

Call Direction Inbound or outbound call.

Call Answered (Yes/No) Answered or unanswered call.

Calling Party Originating phone number.

Called Party Recipient phone number.

Call Duration Length of the call.

Table 11. Agent ACD State Log fields

Field Description

State Start Time Time the agent state was initiated.

Agent State ACD agent state.

Wrapup Data Any wrapup data the agent entered, if the agent state transitioned to is After Call Work.

Reason Code Any reason code the agent entered, if the agent state transitioned to is Aux Work or Logout.

State Duration Length of time the agent was in the agent state.

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Agent Detail Report

This report is the default view displayed the first time you select an agent from the tree control. It reports details of the agent’s call activity during the current session.

Table 12. Agent Detail Report fields

Field Description

Calls Presented Number of inbound calls (ACD and non-ACD) received by the agent.

Calls Completed Number of calls (inbound, outbound, ACD, and non-ACD) answered or made by the agent.

Max Talking Longest talk time of all calls completed.

Avg Talking Average talk time and hold time of all calls completed.

Total Talking Total talk time and hold time of all calls completed.

Max Ready Single longest time spent in the Ready state.

Avg Ready Average time spent in the Ready state.

Total Ready Total time spent in the Ready state.

Max Not Ready Single longest time spent in the Not Ready state.

Avg Not Ready Average time spent in the Not Ready state.

Total Not Ready Total time spent in the Not Ready state.

Max After Call Work Single longest time spent in the Work Ready or Work Not Ready state.

Avg After Call Work Average time spent in the Work Ready or Work Not Ready state.

Total After Call Work Total time spent in the Work Ready or Work Not Ready state.

34 10-July-07

Supervisor Record Viewer


The Supervisor Record Viewer (see Figure 13) is accessed by choosing View > Recorded Files from the Supervisor Desktop menu bar. It displays all recordings made by your team over the last seven days as well as those you tag for 30-day extended lifetime.

NOTE: Even though Supervisor Record Viewer is a separate application, it cannot be started as a standalone program. It can only be started through Supervisor Desktop.

Figure 13. Supervisor Record Viewer

The recordings are archived as raw voice data packets; they can only be reviewed using the Supervisor Record Viewer. However, if you wish 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, they will not be deleted until that 30-day period expires. If you delete them manually before the 30-day period expires, they are deleted in the next folder cleanup—cleanups run daily at midnight.

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The Supervisor Record Viewer displays the following information:

ToolbarThe Supervisor Record Viewer toolbar enables you to play and save recordings.

Table 13. Supervisor Record Viewer fields

Field Description

Agent The agent whose call is recorded.

Team The team to which the agent belongs.

Time The time the recording was made.

Duration 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.

Table 14. Supervisor Record Viewer Toolbar Buttons

Button Name Description

Play Starts playing a selected recording.

Play and Save

Starts playing a selected recording and simultaneously saves it as a .wav file.

Pause Pauses a selected recording.

Stop Stops playing a selected recording.

Set Extended Lifetime

Tags a selected recording so that it is archived for 30 days instead of the normal 7 days.

Set Normal Lifetime

Tags a selected recording so that it is archived for the normal 7 days instead of the extended 30 days.

Delete Deletes the selected recording.

36 10-July-07


Menu BarThe Supervisor Record Viewer menu bar contains the following options:

Working with Recordings

To start Supervisor Record Viewer:

1. From the Supervisor Desktop menu bar, choose View > Recorded Files.

Supervisor Record Viewer starts with no day selected.

2. From the Day Select section, click one of the radio 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 radio button for the date of the recording you want to review.

Table 15. Supervisor Desktop menu options


File Set Extended Lifetime Tags a selected recording so that it is archived for 30 days instead of the normal 7 days.

Set Normal Lifetime Tags a selected recording so that it is archived for the normal 7 days instead of the extended 30 days.

Delete the selected recording

Deletes the selected recording.

Exit Closes Supervisor Record Viewer.

Recording Play Starts playing a selected recording.

Play and Save Starts playing a selected recording and simultaneously saves it as a .wav file.

Pause Pauses a selected recording.

Stop Stops a selected recording.

Help About Supervisor Record Viewer

Displays version and copyright information about Supervisor Record Viewer.

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You can also click the Extended Lifetime radio 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 > Play from the menu bar.

Use the Pause or Stop buttons to control 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.

To save a recording:

1. Select the recording you want to save.

2. Click the Play and Save button, or choose Recording > Play and Save from the menu bar.

The Save As dialog box appears.

3. Select a folder to save the recording to, 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 > Set Extended Lifetime from the menu bar.

The recording is tagged to be archived for 30 days from the date of recording.

38 10-July-07

Service Autorecovery


The service autorecovery feature allows Supervisor Desktop to automatically recover its connection to the CAD 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 (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 that lists features and indicates if that feature is available or not due to the service outage.

Figure 14. Server Status popup window

10-July-07 39


40 10-July-07

Cisco Supervisor Desktop User’s GuideIntroductionFeaturesObtaining DocumentationCisco.comDocumentation CD-ROMOrdering DocumentationDocumentation Feedback

Obtaining Technical AssistanceCisco TAC WebsiteOpening a TAC CaseTAC Case Priority Definitions

Obtaining Additional Publications and Information

About This DocumentIntended AudienceConventions

Supervisor Desktop VersionsStarting Supervisor DesktopChanging Your PasswordAccess Through a Virtual Private Network

Automated UpdatesSupervisor Desktop WindowAccessibilityInterface Shortcut KeysToolbarMenu BarTeam View PaneData View PaneAgent StatisticsCall Information

Team Performance Message PaneStatus Bar

Supervisor Desktop FunctionsMonitoring an AgentBarging In on a CallIntercepting a CallRecording a CallChanging Agent StatesUsing ChatChat Features

Predefined High-Priority Chat MessagesSending a Team Performance Message

ReportsReport Refresh RatesSetting Report PreferencesTeam ReportsTeam Agent Statistics ReportTeam Agent State ReportTeam Skill Statistics Report

Agent ReportsAgent Call LogAgent ACD State LogAgent Detail Report

Supervisor Record ViewerToolbarMenu BarWorking with Recordings


Documents

Cisco Supervisor Desktop User’s Guide...10-July-07 1 Cisco Supervisor Desktop User’s Guide7 Introduction Supervisor Desktop is the portion of CAD 6.0 that resides on the supervisor’s