Coaching in IPCCE 3.1 Enhanced

[tim.medley]

The IPCCE data sheet lists Coaching as a feature with the Enhanced Supervisor agent.

How do I configure it? My customer wants the supervisor to be able to jump onto a call and coach the user.

thanks,

Tim Medley

[yogeswar]

Hi,

Hope your query is related to IPCC Express.

Supervisor desktop functions include Monitoring, Bargining, Intercepting, Recording and sending chat messages to the agents.

Supervisor coaching the user :

1. Supervisor can bargin into the call and speak with the caller. In such a case agent, supervisor and the caller will be in conference mode.

2. Supervisor can intercept the call and speak with the caller.In such a case agent will get dropped out of the call.

Supervisor coaching the agent :

1. Supervisor can perform remote monitoring and coach the agent by sending chat messages.

2. Supervisor can record the agent conversations and play back to the agent.

Note : Recorded messages cannot be played back from agent desktop.

Check out the Supervisor Desktop User's guide to know about the above features...

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

VoIP Monitor Server 4.2 Best Practices Configuration Guide

http://www.cisco.com/warp/public/78/VOIP.html

If the above doesnot meet your requirement, send a clear description about your requirement.

Regards

Yogi

[tim.medley]

Yogi,

Thanks for the quick reply. My interprectation of Coaching, from other ACD applications is this. The supervisor can barge into a call and speak to the agent; the user/customer would not hear what the Supervisor was saying. This is also reffered to as Whisper.

Thanks,

Tim