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Table of Contents
Preface
Purpose
This document describes how to utilize Supervisor Tools to manage routine contact center administrative tasks. Topics covered include how various configuration changes are done and how those are synced with Cisco Unified Contact Center Administration.
Audience
The target audience of this document is the UCCX supervisors and system administrators who need to manage various UCCX configurations on a daily basis.
Conventions
This document uses the following conventions.
Convention | Description |
|---|---|
boldface font | Used to describe the menu items or field names |
Italic Font | Used to describe important notes |
Getting Started
Introduction
Supervisor Tools for Cisco Unified Contact Center Express offers a rich, drag & drop user interface for the non-technical supervisors to manage their daily operations. This includes making dynamic changes to the call routing scripts, managing teams, reskilling agents, managing CSQs, changing IVR announcements, managing holiday announcements, creating call switches, defining opening/closing hours of the business and managing VIP/malicious caller lists. Furthermore, privilege-based access caters the needs of multi-tenant, multi-department or multi-site contact centers.
...
The following sections describe how the end user can log in and perform routine operations in Supervisor Tools.
Logging in
The users of Supervisor Tools are UCCX supervisors and administrators. When logging in as a supervisor, use the CCX credentials to start managing your team configurations. Use the super admin credentials (provided by the EF team for first time login) to have an admin-level access to all UCCX configurations.
...
| Info | ||
|---|---|---|
| ||
|
Admin Access
Administrators can assign either system-defined roles to users OR create their own customized roles with predefined permissions to certain screens only. See User Management to learn more on how to create customized roles and the roles available by default in the system.
...
Team Administration
Agents
Applications
Groups & Skills
Queues
Scripts
Workspaces
Announcements & Calendars
Prompts
Easy Announcements
Business Calendars
Holiday Profile
Calendar Settings
User Management
Supervisor Access
Users that are assigned the system-defined “Supervisor” role have full access to all system features including:
...
| Info | ||
|---|---|---|
| ||
|
Agent Access
Currently, contact center agents do not have access to Supervisor Tools and cannot log on to the tool with Finesse credentials.
This is reserved for future.
User Management
The application provides the following default user roles to be chosen from while getting started:
...
Note that this role update is internal to EF Supervisor Tools and will not affect the “User Capabilities” of UCCX in any way.
Assign Permissions To a User
Go to Users page to see a list of all system users. The User list shows all administrators, supervisors and agents of CCX (synched from UCCX) and also, all local users created within the application.
...
Click on the name of user from the results and choose a role from the Roles drop down to update the user permissions. See Adding Roles to learn how to create custom roles.
Assign roles to a user
Adding New Users
Create local users to have multiple administrative accounts with different levels of permissions.
...
Fill in the form as per the table below and add the user.
Field | Description | Required |
|---|---|---|
Active | Set the flag to ‘true’ to activate the user and ‘false’ to block its access. This is OFF by default. | Yes |
Username | Define the username. Note that special characters and spaces are not allowed in a username. A username must consist of a minimum of 3 and a maximum of 30 characters. Also note that the username of a local user cannot be updated at the moment. | Yes |
Password | Create a password for the user. Note that the password must consist of a minimum of 8 and a maximum of 30 characters. Click the preview icon to preview the typed-in password. Also note that the password of a local user cannot be updated at the moment. | Yes |
Full Name | Define the full name of the user here. The name of the user must consist of a minimum of 3 and a maximum of 100 characters. | Yes |
Define the email address of the user here. A valid email should be defined in the following format: | No | |
Profile Picture | Upload a profile picture of the user. Picture format should be ‘.jpg’ or ‘.jpeg’ and the size of the file should not be more than 20MB. | No |
Roles | Select role(s) from the Roles dropdown to be assigned to this user. This field is visible only once the user is added successfully with the above data. |
Add New User screen
Once the user is added, the admin can start adding roles to the user profile.
Adding Roles
Navigate to Roles tab to see a list of all roles. Click the + icon and select Create New Role option. The Add Role form appears.
Fill in the form as per the table below and add the role.
Field | Description | Required |
|---|---|---|
Name | Name given to this role. Note that special characters and spaces are not allowed in the name of the role. Also, a role name must consist of a minimum of 3 and a maximum of 30 characters. | Yes |
Description | An optional description of the role having a maximum of 150 characters. | No |
Permissions | Permissions to be added in the role. These are the system-default permissions. Select only the relevant permissions to be assigned to a customized role. This field is visible only once the role has been created successfully. | No |
Users | Add users to this role to whom this role has to be assigned. This field is visible only once the role has been created successfully. The role assignment to the user can also be done alternatively from the User assignment page. See Assign Permissions To a User | No |
Once the role is created, some permissions can be assigned to it.
...
Add permissions and users to a role
Deleting users and roles
To delete a user, hover the mouse pointer over the user under the Users tab and click on the Delete button.
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| Info | ||
|---|---|---|
| ||
|
Team Administration
The module allows supervisors to manage their own workspaces independent of other teams. This allows management of agents, queues and optionally also scripts and applications. Let’s go through each one by one.
Adding Groups and Skills
This interface allows users to add new agent Groups and Skills in Supervisor Tools. Groups and skills added are global and hence, available to all UCCX teams or EF workspaces.
...
Groups & Skills definition screen
Field | Description | Required |
|---|---|---|
Group | In the GROUPS tab, click the Add Group button and give a group name. Note that the name should not contain spaces within it. The name must comprise of more than 2 characters and should be unique. | Yes |
Skill | In the SKILLS tab, click the Add Skill button and give a skill name. Note that the name should not contain spaces within it. The name just has a length of more than 2 characters and should be unique. | Yes |
| Info | ||
|---|---|---|
| ||
Groups and skills added in UCCX are automatically synced and available on the EF Supervisor Tools. |
Managing Workspace/Teams
A team in UCCX is supposed to be a ‘workspace’ in Supervisor Tools. Administrators of the contact center can add new workspaces, assign supervisors, agents, and CSQs to a workspace by accessing Workspaces page from the left sidebar in the Team Administration menu.
...
With this setup, an administrator can independently manage all of its business tenants from within the EF Tool, running on top of the single UCCX instance where each workspace in the EF tool corresponds to one small contact center/tenant. This also allows to avoid the deployment of separate UCCX servers in each individual business territory.
Creating a workspace
Log on as an administrator and go to Workspaces list. Use the following table to fill Create a Workspace form.
Field Name | Description | Required |
|---|---|---|
Name | Name of the workspace. | Yes |
Primary Supervisor | Choose a primary supervisor who is supposed to manage the UCCX team. | Yes |
Secondary Supervisor | Optionally, choose a secondary supervisor for this workspace. | No |
Agents | Optionally, choose agents for this workspace. | No |
CSQs | Choose CSQs for this workspace. | No |
Applications | Choose UCCX applications for this workspace. If no applications are provided, the supervisors of the workspace will not be able to see any applications. | No |
Directory Numbers | Choose service DN’s (Dialed Numbers) to be available for this workspace. With this, the supervisor(s) of the workspace will only be able to see selected DN’s while creating an easy announcement. If no DN’s are linked with this workspace, the supervisors of the workspace will not see any DN while creating an easy announcement. | No |
Prompts Folder | Define a folder name for the workspace.If specified, supervisors will only have access to prompts uploaded in the specified folder. If left blank, supervisors will have access to all existing UCCX prompts. | No |
Scripts Folder | Define a scripts folder name for this workspace. If specified, supervisors will only have access to scripts uploaded in the specified folder. If left blank, supervisors will have access to all existing UCCX scripts. | No |
| Info | ||
|---|---|---|
| ||
|
Working within your workspace
Log in as a supervisor. A list of assigned workspaces (if some workspaces are assigned to this supervisor) is available in the Workspaces drop down on the top right corner of the screen. Switch to any one of the listed workspaces from the drop down.
...
Note that switching between workspaces impacts on the list of Agents, Queues shown on the screen and optionally also the Announcements, and applications (if specific DNs and Applications were assigned to this workspace).
Supervisor Tools Finesse gadget
The new Finesse gadget for Cisco Contact Center Express supervisors allows supervisors to manage agent teams, queues, agent skills, calendars and IVR announcements right from within the Supervisor Finesse desktop. The web-based admin application opens up in the Finesse desktop and allows access to a supervisor’s workspace based on the workspaces assigned to him/her.
...
Supervisor Finesse Gadget
Managing Agents
This interface lists all existing UCCX agents or agents in a particular team (if logged in as a supervisor). The list shows all users who have the following one of the following UCCX capabilities:
...
To see the detail of an agent profile, click on the name of the agent from the list.
Agent List
The agent list shows the full name of the agent, agent id and agent extension.
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| Info | ||
|---|---|---|
| ||
|
Managing Queues
Navigate to Queues from the left sidebar to see a list of existing Contact Service Queues (CSQs). Supervisors can see CSQs assigned to their workspaces (based on the workspace selection).
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| Info | ||
|---|---|---|
| ||
|
Managing Applications
Set up new CCX applications by navigating to Applications link from the left sidebar. As a supervisor, you can see all the applications that are assigned to your workspace by the administrator. Any applications that you create are automatically assigned to the workspace in which you are logged in.
Add necessary details to create a UCCX application in Supervisor Tools. Fill the details using the following table:
Field Name | Description |
|---|---|
Application Name | Enter the name of the application. Note that the name must consist of at least 3 and should not exceed more than 30 characters. Spaces and special characters are not allowed in the name of the application. |
Sessions | Enter the number of sessions. |
Id | Enter the id of the application. Note that the id must be unique across all applications. |
Enable App | Choose to enable or disable the application. If the application is not enabled, the expected functionality would not work. |
Script | Choose a UCCX script. If you are logged on as a supervisor, you’d only be able to see scripts uploaded in your workspace. |
Creating a new application
...
The script variables are script parameters and are only shown if these are defined in the Scripts list. See Managing Scripts section to see how to define script parameters of a script.
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| Info | ||
|---|---|---|
| ||
|
Note |
Managing Scripts
Upload new UCCX scripts from Supervisor Tools and link them to UCCX applications. Navigate to Scripts link from the left sidebar.
...
It shows the following details of a script:
Field Name | Description |
|---|---|
Script name | Name of the script |
Last modified date/time | The date when the script was last updated such as script name or parameters. |
Size of the script | The overall size of the script |
Location / folder name | The name of the folder in which the script exists |
Added variables | The list of variables added in the script from the EF tool |
Using the same interface, UCCX script variables can be defined in order to set their values from UCCX applications. Script variables in Supervisor Tools should be defined with the same name and type as they are defined within the UCCX script. Also, the script variables have to be the script parameters in UCCX (exposed to be updated outside of the script).
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| Info | ||
|---|---|---|
| ||
|
Announcements and Calendars
Calendar Settings
This interface allows users to add new Agencies, Directory Numbers, Shift Schedule, Services and Regions in Supervisor Tools.
...
Click on each of the objects listed on the left to add a new instance of it. For instance, click Agencies and the + icon to add a new agency. Similarly, click Regions to add a new region and so on.
Field | Description | Required |
|---|---|---|
Agency Name | Agency is used while creating a Business Calendar. This can be any physical or virtual entity against which calendars need to be created such as a physical location or site. | Yes |
Service Name | Service is used while creating a business calendar | No |
Shift Schedule Name | Shift Schedules are used while creating business calendars | Yes |
Region | A region has a certain name and a prefix such as New York with the prefix 518. In the REGIONS tab, click the Add Region button to add a new region. While adding a region, the Name and a Prefix to the region must be provided. | Yes |
Directory Numbers | A DN in Supervisor Tools is just like a trigger which when associated with an easy announcement, allows UCCX script to trigger the easy announcement defined in Supervisor Tools. This means that the announcement should be played only when the predefined number hits the UCCX script on the inbound call. Click the Add Directory Number button and provide the Name and DN to the service. Note that the name must not contain spaces, should be unique and should have a minimum length of 3 characters. Both the Name and Dial Number fields are mandatory. | Yes. This is a prerequisite for creating an easy announcement. See Managing Easy Announcements for more. |
Managing Prompts
To upload CCX prompts, select Prompts page from the left sidebar.
Prompts List Interface
This interface shows UCCX folders/languages and prompts in each folder.
...
On the right-hand side of the Prompt list, the following information is shown for a selected folder or prompt.
Field Name | Description |
|---|---|
Type | The type of the item being selected; i.e. either File or Folder. |
Size | The total size of the folder or file. |
Location | This shows the location of the selected item. For instance, the location of a file “xyz.wav” in “en_US” folder will be shown as “/en_US/” |
Owner | The name of the user who uploaded a file. Currently, for each prompt which is uploaded, the owner name remains the “Administrator”. |
Last Modified | The date or time when the item was recently got updated. |
To create a new folder or Upload a prompt file, hover your mouse on the ‘+’ icon on the top of the screen. Click the folder icon to upload a new folder and/or prompt icon to upload a new audio file.
...
| Info | ||
|---|---|---|
| ||
|
Managing Easy Announcements
An easy announcement is one or more prompts to be played in IVR. The interface allows managers to create new or change an existing announcement on the fly, e.g they can create an announcement for an unplanned outage. By adding calendar time/date, managers can insert scheduled announcements within a call script.
Easy Announcements List
Create an Easy Announcement
Navigate to Easy Announcement page from the left sidebar, click on ‘+’ icon and select General Announcement to create a new easy announcement.
...
Fill the form Add Easy Announcement using the following table:
Field Name | Description |
|---|---|
Name | Name of the easy announcement. This is mandatory. |
Calendar color | Choose a color to represent the announcement on the calendar. The default color is blue. |
Directory Number | Choose a service Dialed Number (DN) on which the announcement should be played. So whenever the caller dials this number, he hears the announcement on the IVR as per the IVR specifications. If logged in as a supervisor, you can only view the list of DN’s which were assigned to your workspace by the administrator. See Managing Workspace/Teams for more details. |
Add Announcement | Choose prompt(s) to be played as part of the easy announcement. See Manage Prompts to learn how to upload prompts in the system. If logged in as a supervisor, you can either view the list of prompts which were uploaded within Prompts folder of your workspace OR if no Prompts folder is specified in the supervisor workspace, all prompts are accessible to the supervisor. See Managing Workspace/Teams for more details. |
Region | Choose a region to specify a region-based announcement, i.e. for callers calling from a particular region. |
Workspace | Choose the workspace in which this easy announcement is to be created. This is optional and only shown if logged on as an administrator. |
Start/End date | Choose the start and end date to add scheduled announcements. |
Start/End time | Choose the start and end time.Enabled only if the All Day flag is turned off. |
All Day | Select this option to play the announcement throughout the day. |
Order | Set the order of playback. The default value is 1. This is generally useful when there are multiple announcements defined for the same DN and have overlapping schedules. You should specify an order on a range from 1-20 with 1 being highest and 20 being the lowest. |
Playback Sequence | If there are multiple overlapped announcements within the specified schedule, choose how the newly created announcement should be played. Based on the order set above, the next announcement in the list will be played after this new announcement if Play Next option is selected. If the sequence suggests to Stop, it will stop playing the other announcements coming next in the list after playing this announcement. |
Repeat | Choose to repeat the announcement daily, on particular days of the week or on special days) of the month. Possible options are:
|
Once the announcement is created, it will appear on the calendar. Multiple instances of an announcement will appear based on the recurrence/repeat settings specified above.
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| Info | ||
|---|---|---|
| ||
|
Managing Business Calendars
This interface allows users to create new or change an existing business calendar, e.g they can create Exceptional hours for an unplanned outage. By adding calendar time/date, managers can insert scheduled announcements within a call script.
Create a Business Calendar
Navigate to Business Calendar page from the left sidebar and click on ‘+’ icon to create a new Calendar.
...
Fill in the above form using the following table:
Field Name | Description |
|---|---|
Agency | Shows a list of agencies added in Calendar Settings. This can be any physical or virtual entity against which calendars need to be created such as a physical location or site. |
Service | Shows a list of all services added in Calendar Settings. |
Holiday_profile | Shows a list of all holiday profiles created in the system. See Creating a Holiday Profile for more details. |
Once the Business calendar is created, add the working shift schedule in the calendar. Multiple shift schedules can be added in a calendar.
...
To quickly find a Business calendar, click the search icon on the top and write the name of the calendar in the search bar.
Creating a Holiday Profile
Click the Holiday Profile menu option on the left side bar.
...