Overview
This guide provides an overview of how to use the Cisco Unified Contact Center Express (CCX) Finesse system as a supervisor.
Table of Contents
Finesse Supervisor Desktop
Login to Finesse Supervisor Desktop
With Finesse, the Agent/Supervisor interfaces are combined and have the same login process. Enter https://ccx1.voip.uic.edu:8445/desktop/ into your browser’s address bar to navigate to the login screen.
The Supervisor interface is presented upon successful login. The “Manage Team” window displays by default.
Manage Team
To manage the teams, click Manage Team. The supervisor must pick the desired team to see its members.
The “Team Performance” gadget allows the supervisor to perform supervisor functions such as controlling agent login/logout and monitoring calls. It shows each agent’s name, the current state of the agent, the time in that state, and the agent’s extension.
Team Data
For all agent statistics, click Team Data to display the data about the team. All of the agent’s on any of the supervisor’s teams will be displayed in the gadgets. You can select the gadget view by selecting the drop-down arrow under the Team Summary Report header and selecting from the following views:
The top “Team Summary Report – Short and Long Term” view displays the names of the agents, how long they have been logged in, and short and long term statistics for talk time and hold time.
The bottom “Team Summary Report – Since Midnight” view displays the names of the agents, number of calls presented, number of calls completed, the average, max, and total for multiple metrics, etc.
Queue Data
For all queue statistics, click Queue Data to display the data about the queues. All of the agents on any of the supervisor’s teams will be displayed in the gadgets. You can select the gadget view by selecting the drop-down arrow under the Team Summary Report header and selecting from the following views:
- The first “Voice CSQ Agent Detail Report” view displays the name of the agent per queue, the agent’s current state, how long they have been in that state, and the reason code of that state.
- The second “Voice CSQ Summary Report - Short and Long Term Average” view displays the name of the CSQs, Calls Abandoned, Calls Dequeued, Average Handle Times, Average Waiting Times, and Service Level.
- The third “Voice CSQ Summary Report - Since Midnight” view displays the name of the CSQs, Waiting Calls, Abandoned Calls, Handled Calls, Total Calls, Longest Call in Queue, and the Longest Handle Time.
- The fourth “Voice CSQ Summary Report - Snapshot” view displays the name of the CSQs, Waiting Calls, Longest Call in Queue, Agents Logged In, Agents Talking, Agents Ready, Agents Not Ready, Agents in After Call, and Agents Reserved.
Changing Agent States
A supervisor has the ability to change the current state of any agent on their team. Click on the desired agent to make the state buttons available.
Sign Out an Agent
Click the Sign Out button for a particular agent.
Make an Agent Ready
Click the Ready button for a particular agent.
Make an Agent Not Ready
Click the Not Ready button for a particular agent.
Call Monitoring
Calls can be monitored by selecting an agent on an active call and clicking the Start Monitoring button. This allows the supervisor to silently listen to the conversation.
The call will play through the supervisor’s phone and will display which agent the supervisor is monitoring.
To stop monitoring the agent, hang up the monitoring call.
Barge In on a Call
The Barge In feature enables you to join an agent’s phone conversation. When you click the Barge In button, you are automatically added to the call. The agent sees a message that you are attempting to join the call, and then sees a message that you have successfully joined it.
You can’t barge in to conference calls and you can’t barge in if an agent is on hold or is on two calls. Barging is also unavailable if the agent is not logged into Finesse.
To barge in on a call, you must first be monitoring the call (see the above instructions). While you are monitoring a call, click the Barge In button. You are added to the call.
Intercept a Call
The Intercept feature enables you to intercept a phone call while disconnecting the agent from that call.
You can’t intercept a call if the agent is on hold or is on two calls.
To intercept a call, you must first be barged into the call (see the above instructions). While you are barged into the call, click the Drop button and then select the agent and it will drop the agent from the call and will leave the supervisor and the original caller on the line.
Agent Re-Skilling
Supervisors may re-skill their agents at any time by logging into https://ccx1.voip.uic.edu/appadmin using your UIC credentials.
- Select Subsystems|RmCm|Resources.
- Click the name of the appropriate agent.
- Change an existing skill level by selecting it in the “Assigned Skills” box and then selecting a new “Competence Level”. Click the Update button when finished.
Change Wrapup Time or Service Level
Supervisors may change the post-call wrap-up (Work) time or Service Level by logging into https://ccx1.voip.uic.edu/appadmin using your UIC credentials.
- Select Subsystems|RmCm|Contact Service Queues.
- Click the name of the appropriate CSQ (queue).
- Enable “Automatic Work” and change the “Wrapup Time (in seconds)” or change the “Service Level”/“Service Level Percentage” as appropriate and click Next.
- Click the Update button on the second CSQ Configuration page.
Minimum Competence
On the second CSQ Configuration page, you can adjust the Minimum Competence. Any agents skilled lower than the CSQ’s minimum competence will not receive calls for that queue. By lowering the minimum competence on the queue, you can enable all of those agents to start getting calls without having to reskill each agent. Likewise, you can increase the minimum competence to automatically stop sending calls from the queue to a group of lower-skilled agents.
Click the Update button to save any changes.