IPCC Express Supervisor and agent communication

[nkariyawasam]

Is there any facility in IPCC Express ( Enhanced) version for the supervisor to communicate with the agent without hearing the customer ?

[venkasub]

Hi,

The supervisor can communication with agent by sending chat/install message from supervisor desktop.

Following is from Cisco Supervisor Desktop User's Guide

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_5/english/super/super_ug.pdf

Sending an Instant Message

The Message View pane enables you to send messages to individual agents or to all agents on the team you are currently viewing.

Hope it helps.

Regards

Venkat

[yogeswar]

Hi,

The supervisor can bargin to the agent-customer conversation. The customer willnot know that the supervisor has barged on to the call. If supervisor wishes to pass on any message during this conversation, they can send chat messages to the agent.

Refer the Supervisor Desktop User Guide for Supervisor Desktop features

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_5/english/super/super_ug.pdf

Regards

Yogi

[Pranjol Saikia]

Checkout the below link for Silent Monitoring & Whisper Coaching features

https://supportforums.cisco.com/docs/DOC-37055