1. Unified Communications Cisco Call Center Supervisor/Historical Reporting http://ucsupport.kent.edu

2. Cisco Supervisor Desktop Welcome to the Cisco Supervisor Desktop software training. This training is designed for the supervisors of customer service or call centers that are already using Cisco Agent Desktop (CAD). This program complements the actions being taken by the Agent Desktop and gives the Supervisor view ability and reports to better manage what is going on through the system.

3. Starting Supervisor Desktop To start Supervisor Desktop: 1.Choose Start > Programs > Cisco > Desktop > Supervisor. Or…Click on desktop icon 2.The login dialog box appears. 3.Enter your Supervisor Desktop login ID and password in the appropriate fields, click OK or press Enter Enter the following: ID = your flashline login (ID is case sensitive) Password = Your flashline login Note: Once the ID is entered for the first time, the program will remember it. You will just need to type in your password each tine.

4. Supervisor Desktop Interface The Supervisor Desktop window is divided into five areas: The Skill Groups tree, which lists all of the CSQs associated with the team you choose from the team selection list The agents tree, which lists all of the agents and supervisors on the team Tabular real time displays of CSQ information Tabular real time displays of agent and team information

5. Supervisor Desktop Interface

6. Status Bar – displays current information about Supervisor Desktop

7. Agent Contact – Active Call The Active Call display is available when you select an active call under a specific agent’s name in the Agents tree. This display presents information about each party in the current active call. The data refresh rate is 1 second, and is not configurable. Agent Active Call Display Data Column NameDescription NameName of the parties in the call, if known. If this data is not known, is displayed. NumberThe party’s phone number. Call StatusHook state of the party (Active or Held). DurationThe length of time the party has been on the call Contact Service Queue (CSQ)The ID of the CSQ that the call was queued to, if applicable.

8. Supervisor Desktop Toolbar Buttons ButtonNameShortcut KeyDescription RefreshCtrl+FRefreshes the information in the active data view pane LogoutCtrl+LLogs the selected agent out of the ACD ReadyCtrl+EPuts the selected agent in the Ready state Not ReadyCtrl+NPuts the selected agent in the Not Ready state WorkCtrl+DPuts the selected agent in the Work state Barge-InCtrl+BEnables you to join the selected agent’s phone conversation InterceptCtrl+IEnables you to intercept the selected agent’s phone call while disconnecting the agent from the phone call ChatCtrl+JOpens the Chat window

9. Supervisor Desktop Toolbar Buttons ButtonNameShortcut KeyDescription Team Message Ctrl+XOpens the Team Message dialog box Start Voice Monitor Ctrl+AStarts monitoring the selected agent Stop Voice Monitor Ctrl+PStops monitoring the selected agent Voice Monitor Volume Ctrl+VPops up a slider that enables you to control or mute the volume when monitoring a call

10. Changing Agents’ ACD States You can use Supervisor Desktop to change the ACD state of an agent on your team, including logging an agent out.

11. Changing Agents’ ACD States 1.From the Agents tree, select the agent whose state you want to change. 2.On the toolbar, click the appropriate agent state button. Note: There is a delay of about 2 to 3 seconds before the command to change agent state takes effect. To ensure you set the desired agent state, allow enough time between clicking Agent State buttons for the command to take effect. Note: If an agent state change fails, you will not see any failure message. You will know that an agent state change succeeds if the icon next to the agent’s name in the team view pane changes to the current agent state icon.

12. Voice CSQ - Detail The Voice CSQ – Detail display is available when you select a specific CSQ from the Skill Groups tree. The display presents information about each agent logged into the ACD and assigned to the selected CSQ. By default, the data displayed is sorted in ascending order by agent name. The data is obtained from the CAD Chat service, and are for the current day starting at midnight. The data refresh rate is 1 second, and is not configurable.

13. Voice CSQ - Detail CSQ Detail real time display data Column NameDescription Agent NameThe agent’s name Agent IDThe agent’s ID Current StateThe agent’s current ACD state Skill GroupThe skill group ID of the call the agent is currently servicing (in Talking state). If there is no call, or if the call is a non-ACD call, this field is blank. Contact Service QueueName of the CSQ State DurationThe amount of time (in seconds) that the agent has been in the current ACD state Reason CodeThe reason why the agent is in the current ACD state. Reason codes are available for the Not Ready and Logout states only

14. Agents – Team State The Team State display is available when you select the Team node or Agents node in the Agents tree. This display presents the current agent state status for each agent on the team. By default, the data displayed is sorted in ascending order by agent name.

15. Agents – Team State Team State Display Data Column NameDescription Agent NameThe agent’s name Agent IDThe agent’s ID Current StateThe agent’s current ACD state Skill GroupThe skill group ID of the call the agent is currently servicing (in Talking state). If there is no call, or if the call is a non-ACD call, this field is blank. Contact Service QueueName of the CSQ State DurationThe amount of time (in seconds) that the agent has been in the current ACD state Reason CodeThe reason why the agent is in the current ACD state. Reason codes are available for the Not Ready and Logout states only

16. Agent Logs - State Column NameDescription Start TimeThe time the agent state was initiated. Agent StateThe ACD agent State. Wrap-up DataAny wrap-up data the agent entered, if the agent state transitioned to after ending a call or sending an e-mail is Work (after-call work). Reason CodeAny reason code the agent entered, if the agent state transitioned to is Not Ready or Logout (if required). State DurationThe length of time the agent was in the agent state.

17. Agent – vs. Team Summary The Agent vs. Team Summary display is available when you select a specific agent in the Agents tree. This display presents the performance details for the agent and compares them to the performance details of the team. The data is obtained from the CAD Recording & Statistics service, and is for the current day starting at midnight. The data refresh rate is configurable and ranges from every 5 to 60 seconds. By default it is every 15 seconds.

18. Monitoring Agents The voice monitor button enables you to silently listen in on an agent’s phone conversations. Voice monitoring is available whenever an agent is logged in, whether or not the agent is on the phone. It is not available when: You are a participant in a phone call (you cannot monitor yourself) You use the Barge-In or Intercept function The Voice Monitor Volume button allows you to control the volume when monitoring an agent’s phone conversation. The system remembers your last volume setting and uses it the next time you log in.

19. Monitoring Agents When monitoring a call, keep in mind the following considerations: When you select a specific call from the Team View pane to monitor, all voice activity to and from that particular agent is monitored. The monitoring is not limited to the call you selected. For instance, if the agent puts the selected call on hold and switches to another call, both calls will be monitored.

20. Monitoring Agents To start monitoring an agent: 1.Choose an agent in the Agents tree. 2.Click the Start Voice Monitor button, or choose Intervention > Start Voice Monitor To stop monitoring an agent: 1.Click the Stop Voice Monitor button, or choose Intervention > Stop Voice Monitor.

21. Barging In On Calls The Barge-In feature enables you to join an agent’s ACD (and if enabled by the administrator, non-ACD) phone conversations. When you click the Barge-In button, you are automatically added to the phone call. It is a forced conference. Note: To barge in on a call, you must first be logged into Agent Desktop Note: You can barge in only once on a call per supervisor. For example, if you barge in on a call, drop out of the conversation, and then attempt to barge in on the same call again, you will not be able to do so.

22. Barging In On Calls When you use the Barge-In feature, voice monitoring is disabled. You can, however, record calls. You cannot barge in if any of the following conditions are true: The agent is on hold The agent is on two calls The agent is in a conference call You are already on another call

23. Barging in On Calls To barge in: 1.Select an agent in the Team View pane. 2.Click the Barge-In button or choose Intervention > Barge-In. You are added to the call*. To drop the barged-in call: 1.In Cisco Agent Desktop, select the conference call from the dashboard and then click Drop. *At any time during the conference call, you can click Intercept to disconnect the agent whose call is selected from the conference call and continue talking with the remaining parties yourself.

24. Intercepting Calls The Intercept feature enables you to intercept an agent’s ACD phone conversation while disconnecting the agent from that phone call. It is a forced transfer. Note: To intercept a call, you must first be logged into Agent Desktop. NOTE: You can intercept a call only once. For example, if you intercept a call, drop out of the conversation, and then attempt to intercept the same call again, you will not be able to do so.

25. Intercepting Calls To intercept a phone call: 1.Select an agent call in the team view pane. 2.Click the Intercept button or choose Intervention Intercept. The call is transferred to you. To drop the intercepted call: 1.In Cisco Agent Desktop, select the intercepted call from the dashboard and then click Drop. If you are intercepting a conference call you are on, the agent call you selected in the team view pane is dropped from the conference call, and all other participants in the conference call remain connected.

26. Using Chat Chat enables you to send instant messages to agents and supervisors on your teams. 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.

27. Using Chat

28. The Agents drawer lists all the agents on the team selected in Supervisor Desktop. The agents’ 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 it changes. Agents do not have to be currently logged into Agent Desktop to be listed here, but the 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.

29. Using Chat To chat: 1.Click Chat button. 2.Double-click the name of the person with whom you wish to chat 3.A chat window opens. Type your message 4.If you want your message to pop up so that the recipient notices it immediately, check the High Priority check box. 5.Click Send or press enter Contact Selection Window

30. Using Chat To chat with several people: 1.Click Chat button. 2.Select their names, press Enter or choose Actions Chat. A Chat window opens and a session begins with the people you selected. To terminate a chat session: 1.Choose File Close or click Close in the upper right-hand corner of the Chat window. Contact Selection Window Replies from recipients of a group message appear in individual chat session windows. They cannot reply to the group, they can reply only to you

31. Sending Team Messages The Team Messages dialog box stores the last 10 team messages you broadcast. You can select any one of these messages to broadcast again. If you send more than 10 team messages, the oldest one drops off the stored list. You cannot designate any particular team message for permanent storage. NOTE: By default, the team message scrolls across Agent Desktop’s team message pane. Individual agents can set their preference in Agent Desktop to view team messages as stationary. A stationary team message is more compatible with screen readers, which are often used by vision-impaired agents.

32. Sending Team Messages You can send a team message to all CAD agents on a team, whether or not the agent is logged into the ACD. As long as Agent Desktop is open, an agent can view a team message. NOTE: You cannot send team messages to IP Phone agents. NOTE: If the Chat service is restarted or the server that hosts the Chat service fails over, any active team messages are cancelled.

33. Sending Team Messages To send a team message to all agents on a team: 1.From the team selection list, choose the team to which you want to send the message, and then click View > Team Messages or click the Team Messages button. 2.Type your message in the text box. The TM can be up to 255 characters long. 3.In the Expires at field, choose a specific time for the message to expire. By default, the message runs for 30 minutes. 4.Click Start or press Enter. To cancel a team message: 1.In the Team Message dialog box, click Stop. The team message is sent to the team for the length of time you chose. The text of the message you sent is logged in the current team performance message field.

34. Logging Out To log out of the Supervisor Desktop, you can either press the Close Red “x” at the top of the right hand side of the screen or you can select “Exit” from the file menu. Both ways closes the program altogether and you will need to log in with your password the next time you need to get into the program.

35. Starting Unified CCX Historical Reporting To start Historical Reports : 1.Choose Start > Programs > Cisco Unified CCX Historical Reports > Cisco Unified CCX Historical Reports. The login dialog box opens 2.Enter your user name and password. 3.Click OK. Enter the following: User Name = your flashline login (ID is case sensitive) Password = Your flashline login

36. Reports

37. Reports ItemReference 1Open tool Open/Browse to Saved Report Settings 2Save ToolSave Report Settings 3Login toolModify login and server information 4Scheduler toolSchedule list 5Help toolOnline help 6Help buttonOnline help 7Reset buttonGeneral report settings Detailed Report settings General settings for Scheduled Reports

38. Reports ItemReference 8View buttonThe Report Viewer 9Start & end date & time fields Select date & time range for report 10Check box for including charts with a report Include charts with report Include charts with Scheduled Report 11Report nameGenerate a report Choose report to schedule 12Tabs for general & detailed report settings General report settings, Detailed report settings General settings for Scheduled Reports Use detailed settings for Scheduled Reports 13Reporting tasksGeneral Report Settings, Load Report Settings Choose report to schedule

39. General Report Settings 1.Name of the report to generate 2.Whether to include charts with the report 3.Date & time range of the information contained in the report You can return report settings to their default values by clicking Reset in the Unified CCX Historical Reports main window. This action resets general and detailed report settings.

40. Generate a Report Note: If you have already generated this report in this Unified CCX Historical Reports session, any information that you previously entered in the general or detailed fields for this report is shown in these fields again. You can choose additional general and detailed report settings. You also must specify a date and time range for the report before you can view it. 1.In the Reporting Task area of the Historical Reports window, click the Generate and View Historical Reports radio button. The window displays tabs for general and detailed report settings. 2.Click the General tab if it is not selected already. The General Report Settings area opens. 3.Click the Report Type drop- down arrow, and choose the report that you want to generate. (see note)

41. Generate a Report Report type: Two reports you will use are Agent Summary and Application Summary Reports found here:

42. Include Charts/Select Date & Time Range By default, each historical report contains one or more charts that display specific information in the report. You can include or omit these charts. To include: check the Include Charts Report check box. If you do not want to include charts, uncheck this check box. After choosing this setting, select a date and time range for the report to view it. You can now select additional general or detailed report settings, or click View to view the report

43. Detailed Report Settings Detailed report settings let you order specific information. Detailed report settings include: Sorting method – order in which information in a report appears Filter parameter – Specific information that a report includes -Choosing detailed report settings is optional. If you do not choose one or more settings, the report contains all relevant information presented in the default order. This default order appears in the Sort Report By field. -You can reset detailed and general report settings to their default values by clicking Reset in the Unified CCX Historical Reports window.

44. Report Viewer Report Viewer Status Bar 1 = Export6 = current page view 2 = Print options7 = stop loading 3= Toggle Group Tree8 = Search find 4 = go to last page9 = page width view 5 = go to next page10 = help 1 3 4 6 5 78 10 9 2

45. Schedule Historical Reports Choose report to schedule: 1.Click the Schedule Future Reports, Including Repeat Reports radio button. 2.Click the General tab, if it is not already selected. 3.Click the Report Type drop- down arrow, and then choose the report that you want to generate. 4.Specify whether to include charts with the report, print or export the report, and select detailed report settings tab (optional). You also must select schedule settings before the schedule will execute. Click change to set dates/times, etc., see next slide

46. Schedule Historical Reports Schedule Options 1Occurrence options 2Occurrence frequency 3Range of recurrence options IMPORTANT NOTE: Please discuss with IT Administrator regarding staggering backup times for scheduled reports. The system may not handle numerous scheduled reports at the same time. See Administrator if your report has not been created. 1.Make your selections and then click OK. 2.Go back to the Cisco Unified CCX Historical Reports main screen. See next slide

47. Schedule Historical Reports Once you are back to the Unified CCX Historical Reports window: 1.Select the way you want file to be saved, either print or export to file. 2.You can browse and select a path for each of your scheduled reports. Click the …browse button. 3.Click Schedule. The Report Scheduled Successfully dialog box opens. 4.Click OK. Make note of where you saved them to: C:\Program Files (x86)\Cisco UCCX Historical Reports\reports\

48. Scheduled Historical Reports - List To view the Scheduled Reports list: 1.Click the Scheduler icon. A list of your scheduled reports will pop up, or select Settings > Scheduler. 2.You can choose and delete scheduled reports from here but you cannot edit. To delete, select report row (note black arrow is the row you selected), click delete.

49. Stop Running Scheduler You can turn on and off the Scheduler using the Scheduler icon. This icon appears in the status area on your Windows taskbar. You can right click on the icon to exit or stop running the scheduler. If “run scheduler” is greyed out, that means it is running.

50. View Saved Schedule Historical Reports To view the Scheduled Reports that have been saved: 1.Search for them using the path where you originally selected them to be saved. For Example: C:\Program Files (x86)\Cisco UCCX Historical Reports\Reports 2.Open and view.

51. Exit Unified CCX Historical Reports Client To exit Historical Reports : 1.Choose File > Exit 2.Click the Close Button

52. Questions? Reference Material can be found at: ucsupport.kent.edu/help-guides/contact-center