CAD supervisor function

[SERVION]

Hi ,

I have CAD 8.5 installed in my system.My supervisor desktop doesnt have the extension to login. Every time i login it ask for the Username and password.

I dont know how to monitor a agent and all the supervisory function like barge in and intercept. Can any tell me how to monitor an agent.

In supervisor desktop all the functionalities like barge-in etc all are grayed out.

Thanks,

R

[anchoudh]

Hi Rahul,

When you install Supervisor (CSD) it also installs CAD with it.

In order to perform bargein and intercept an any other call activities, on your supervisor desktop you need to login in CAD also using the same Supervisor credentials with an UCCX extension i.e.A Supervisor needs a phone to perform all call related activities.

Hope this helps.

Anand

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[anchoudh]

Hi Rahul,

Here is the link,

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/csd85ccxug-cm.pdf

NOTE: To barge in on a call, you must first be logged into Agent Desktop.

Please read it through this doc, its self explanatory.

Thanks,

Anand

[SERVION]

Hi Anand,

Thanks for your reply. I am not able to Login into the agent desktop with the supervisor login. It states an error Password and id wrong . But i am able to login with the same credentials in supervisor desktop.

My system is UCCE and not UCCX. Shoud i enable any rights to the Supervisor.

Thanks,

R

[anchoudh · Accepted solution]

Hi Rahul M,

Refer the section "Supervisor Tab" on page 137 onwards. And refer the section "Agents" on page 133 onwards in the below link for creating Agents and assigning Supervisor roles.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ipcc_enterprise/ipccenterprise8_5_2/configuration/guide/icm85config.pdf

Please don't forget to rate all the helpful posts by clicking on the stars below the right answers.

Thanks,

Anand

[SERVION]

Hi Annand,

Thanks for the document. I have fixed the issue with this document.

Thanks,

R

[SERVION]

Hi,

In supervisory dekstop i am not getting the Agent -reskilling tab. In admin i have configured the Re-Skilling url to but i cant see the tab in supervisor.Also i have to pass a call variable to the Agent CAD desktop.

Thanks,

Rahul

[anchoudh]

Hi Rahul M,

Re-skilling Agents :

The Agent Re-skilling tool is a browser-based application that enables you to change the skill group designations of agents on your team, and quickly view skill group members and details on individual agents. Changes made to an agent's skill group membership take place immediately without need for the agent to log out and log in again.

The Agent Re-skilling tool can run in your integrated browser if the browser is enabled.

Re-skilling can be done on the agent level and on the skill group level. You can add

and remove skill groups from an agent, or you can add or remove agents from a skill

group.

NOTE: The new skill group shows up in the agent’s reports immediately. It might take up to 19 minutes for changes to skill group data to show up in Supervisor Desktop. To display data immediately, you can ask the system administrator to perform a manual Directory Services sync.

Please refer from page 65 onwards in the below link.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cad_enterprise/cadenterprise8_5/user/guide/csd85cceug.pdf

Hope it helps.

Anand

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[SERVION]

Hi Annad,

Thanks for the reply, I know the features of Agent-ReSkilling tool. Please find the CAD Administrator Guide from the Below link page number -172. You can see the Supervisor destop -->Tools have the agent reskilling option

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cad_enterprise/cadenterprise8_5/user/guide/cda85cceug.pdf

Do you mean only the Integrated browser  havethis option displayed. Can you also tell me on the Call variables that to be displayed on the Agent Desktop. I am passing a vaue  in Periperal variable 2 and i want that to displayed in the CAD agent desktop.I have added the Layout list and fields but not displaying in Agent Desktop.

Thanks,

Rahul