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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.
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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.
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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.
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However, administrators can also create their own customized roles with predefined permissions to certain screens only. See User Management to learn more on how to create customized roles.
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Agent Access
Currently, contact center agents do not have access to Supervisor Tools and cannot log on to the tool with Finesse credentials.
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Administrator: Have full super user access with access to all system features. See Admin Access
Supervisor: Have the supervisor access to all features except User Management. See Supervisor Access
Junior Supervisor: Have limited access to the Team Administration menu with permissions to the following:
Agents
Queues
Agent: Reserved for future use. No permissions assigned to this role since the tool does not allow agents to log on.
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To quickly find a user, click the search icon on the top and write the name of the user in the search bar. See Adding New Users to learn how to create a new local user accounts.
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.
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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:abc@xyz.com | 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 |
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Once the user is added, the admin can start adding roles to the user profile.
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Fill in the form as per the table below and add the role.
Field | Description | Required |
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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.
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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.
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Field | Description | Required |
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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 |
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Note Groups and skills added in UCCX are automatically synced and available on the EF Supervisor Tools. |
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Field Name | Description | Required |
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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 |
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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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For a RESOURCE_GROUP based CSQ, select one agent group to be assigned to the CSQ. See how to add agent groups in Groups and Skills. Note that there is a one-one mapping between CSQs and agent groups.
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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 |
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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. |
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Once an application has been created, add a CCX trigger to the 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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Managing Scripts
Upload new UCCX scripts from Supervisor Tools and link them to UCCX applications. Navigate to Scripts link from the left sidebar.
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It shows the following details of a script:
Field Name | Description |
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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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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 |
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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.
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On the right-hand side of the Prompt list, the following information is shown for a selected folder or prompt.
Field Name | Description |
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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.
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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.
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Make sure a DN already exists against which the announcement needs to be created. If not found, ask your administrator to do that or see Calendar Settings if you have the admin rights to add a service.
Make sure a region is already added against which the announcement is to be created. See Calendar Settings if you have the admin rights to add a region or ask your administrator to add it for you. If you do not want to specify a region with an announcement, select the default option ‘Any’.
Make sure the prompts that are supposed to be played as part of the easy announcement are already uploaded to Supervisor Tools. See Manage Prompts learn how to add new prompts. Once the prompt is uploaded through the Prompt Management interface, it will automatically start appearing in the drop down under Add Announcement window.
If you are an admin and want to create an announcement for a specific workspace, make sure that workspace is already added in the system. SeeManaging Workspace/Teams section in the admin guide to understand how to add a new Workspace. If no workspace is mentioned, the announcement will remain available to administrators only. If a workspace is mentioned, supervisors of the workspace would be able to see and change the announcement parameters. If you are a supervisor, you’d not see this field and the announcement would automatically be added to the workspace with which you are logged in.
Fill the form Add Easy Announcement using the following table:
Field Name | Description |
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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:
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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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Make sure an agency already exists against which the calendar needs to be created. If not found, go to Calendar Settings to add an agency.
If a service also needs to be associated with a calendar, make sure that a service is already added in the Calendar Settings.
If it is required to associate a holiday profile with a calendar, make sure that at least one holiday profile exists in the system. To learn how to add holiday profiles, see Creating a Holiday Profile
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Fill in the above form using the following table:
Field Name | Description |
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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.
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