Cisco Supervisor Desktop App

[scooter817]

Hi All

The operations manager of the call center came to me yesterday and asked me a question about why the number of agents under the team summary view shows double. They have 2 ques configured DGFT1 and DGFT2. The DGFT1 shows that it has 7 ,but when you switch to the DGFT2 it shows 15 when there are only 8 people logged in.For some reason it's carrying over the agents from the DGFT1 que to the DGFT2.Could this be because there a several people with the same skill set and they get carried over to the other que because they have skills in that que.

[Andrew Skelly · Accepted solution]

Yes.  The queue will show you how many people are logged in to its skills.  So if the users that are part of DGFT1 also are assigned a skill that falls under the DGFT2 queue, then that user will show up under both queues.

[anchoudh · Accepted solution]

Hi,

Yes, you are correct, if the Agents have the same skills which are part of CSQ's than the CSQ will have all these Agents listed under them. You can crosscheck this by opening the CSQ summary report from the CSQ page.

Where as regarding the Supervisors Team is concerned, only the assigned Agents will be visible under specific teams.

(Again you can check this by opening the Teams report from the Teams page)

.

Note: If you have given access to all the Teams to Supervisor (from UCCXAdmin->System->System parameters pages->Supervisor access) than he can view all the Teams with assigned Agents in them.

Thanks,

Anand

[Larry Porras]

Just to add a little to this thread.  This is a big problem for us as well.  The way Supervisor Desktop aggregates the stats can be misleading for agent stats and calls in queue.  Also, looking at Cisco Supervisor Desktop, you can't tell how an agent is skilled.  We sometimes have an agent sitting "available" skilled for one particular type of call, meanwhile a different type of call handled by the same team is in queue.  Managers are sometimes confused by the displays since they see an agent sitting in an available state.

We came accross a software program called VisAbility Pro that removes duplicates from their aggregates and allows you to hover the mouse over an agent on the real time displays to see how they are skilled.  You may want to consider taking a look at that software package or other third party RTD packages.

Otherwise, it's just a matter of time for the Ops Managers and Supervisors.  They will eventually adapt to the displays and start understanding where the duplicate numbers are over time as with your scenario.  I hope this helps.

Larry