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Finesse supervisor call statistic

natevdw
Level 1
Level 1

‎07-10-2017 07:28 AM - edited ‎03-14-2019 05:26 PM

While monitoring Team Performance, the supervisor agent is showing as part of that team.  Is it possible to remove the supervisor from the team and still monitor it?  I don't want the supervisor (login status) to skew the call statistics of the team being monitored.

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geoff
Level 10
Level 10

‎07-10-2017 08:42 AM

If this is in reference to UCCE, then it certainly is possible.

You could have all your Supervisors in a Supervisor Team, and each could still be assigned to monitor the teams they are supposed to. This is not an uncommon setup. I did this once for a customer who was using off-net resources to do monitoring for quality. Each of these "agents" was a Supervisor, and they were all in a dedicated team. None had any skills. They could all see all Teams to monitor.

Regards,
Geoff

Anthony Holloway
Cisco Employee
Cisco Employee
In response to geoff

‎07-10-2017 11:00 AM

I believe this is the same solution for UCCX too.  +5

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natevdw
Level 1
Level 1
In response to geoff

‎07-10-2017 11:07 AM

Yes, customer has Enterprise.  Thanks guys, for the notes on this.  I'm pretty green with this product, and was unable to find an answer by searching the web.  Will post back here if I need any clarification. ;-)  -Nate

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