UCCX CAD

[derek.winchester]

I have a question regarding the customizing of the CAD. Is it possible to provide Agents the ability to view status of other agents using the CAD? Or is the supervisor desktop the only way? They do not need control of queues but they would like to see who is in the queue and their status via the cad.

[anchoudh]

Hi Derek,

Please rafer the below CAD user guide, page 54 onwards.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/cad85ccxug-cm.pdf

Below is the snapshot of the Chat window,

Your contacts are organized in groupings called drawers. Some drawers, such as the

Agents, Supervisors, and Conference drawers are default drawers. Any other drawers

that appear are customized by your administrator and appear only if you are logged

into Unified Presence.

■The Agents drawer lists all the agents on your team. The agents’ agent state is indicated both by an icon to the left of the agent name and by text to the right of the agent name. The agent state is updated whenever an agent state changes. Agents do not have to be currently logged into Agent Desktop to be listed here, but they must have Agent Desktop open and they must have logged in at least once.

The Supervisors drawer lists all supervisors on your team. Their status is always listed as Available. Supervisors must be logged in to be listed here.

■The Conference drawer appears when you are on a conference call with other agents. SMEs, if they are on the conference call, are not listed here.

■The Personal Contacts drawer appears if you have this drawer set up in Cisco Unified Personal Communicator. The contacts in this drawer are administered in Unified Personal Communicator.

■Other drawers list the SMEs associated with the work flow groups to which you belong. The SMEs’ Unified Presence status is indicated both by an icon to the left of the SME name and by text to the right of the SME name. The Unified Presence status is updated whenever an SME status changes.

NOTE: When you log into Unified Presence, your status is shown as Available to SMEs unless the administrator has configured the system so that agents appear offline.

NOTE: You cannot chat with Cisco Agent Desktop—Browser Edition (CAD-BE) agents or IP Phone agents.

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I also referred the below CDA guide,

www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/cda85ccxug-cm.pdf

But couldn't locate any customization for viewing the other Agent status in CAD.

Hope it helps.

Anand

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