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.

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.

Workspace management in Supervisor Tools allows supervisors to only view their own team’s configuration. Supervisors can also switch between teams when required. A supervisor can also optionally playback call recordings and run surveys for team agents to help evaluate agent performance.

Integration with Cisco UCCX takes care of all changes made to contact center configurations through Supervisor Tools. This way, Supervisor Tools controls UCCX scripts and configurations and allows the non-technical supervisors to modify the behavior of the contact center.

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.

Supervisor Tools: Logging in as Admin User

On the log on screen, select one of the two options below before pressing  the LOGIN button.

• Active Directory: Select this option while logging with the local user credentials such as when logging in as an admin.

• Contact Center: Select this option while logging in with Finesse Supervisor credentials instead of local account credentials.

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.

Users that are assigned the system-defined “Administrator” role have full access to all system features including:

• 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:

• Team Administration

• Agents

• Applications

• Groups & Skills

• Queues

• Scripts

• Announcements & Calendars

• Prompts

• Easy Announcements

• Business Calendars

• Holiday Profile

• Calendar Settings

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.

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:

• 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.

Except the master user, i.e. “admin” (provided by EF to log on for the first time in the application), each user in EF Supervisor Tools has UCCX “supervisor” capability by default.  To make a user an administrator on the EF tool, update the user role from Supervisor to Administrator from the User Management interface.

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.

User List

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.

Assign roles to a user

Adding New Users

Create local users to have multiple administrative accounts with different levels of permissions.

Navigate to Users tab to see a list of all system users. Click the + icon and select Create New User option. The Add User form appears.

Fill in the form as per the table below and add the user.

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.

Once the role is created, some permissions can be assigned to it.

Select the newly-created role from the Roles list and start adding permissions from the Permissions drop down.

Also, select a user(s) from the Users drop down and start adding users to this role.

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.

To delete a role, hover the mouse pointer over the role under the Roles tab and click on the Delete button.

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

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.

Updating a Workspace

Administrators can also optionally provide a Scripts Folder and Prompts Folder of that workspace. What the application does is, it creates a new script folder and a prompt folder on the root folder with the specified names. Hence, supervisors of the workspace are restricted to the scripts and prompts uploaded in the given folders. However, if restricted access to scripts and prompts is not required, this setting can just be left blank.  

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.

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.

Switching between a workspace

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.

The application also continues to serve for the system administrators as a web based portal to manage users and permissions.

Single Sign On (SSO) with Finesse allows SSO-enabled users to log on to the Supervisor Tools gadget automatically as soon as they log on to the Finesse desktop.

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:

• Agent

• Agent/supervisor  

• Agent/supervisor/administrator  

Supervisors can see their own agents that are assigned to the supervisor workspace while system administrators can see all CCX agents.

To manage agents, navigate Agents page from the left sidebar. To quickly find an agent, click the search icon on the top and write the name of the agent in the search bar.

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.

Note that the name of the agent, agent ID and extension cannot be updated from the EF tool. These parameters can only be updated from CUCM.

Change an agent’s profile such as the profile picture, skill(s), workspace (team) and agent group (resource group in CCX) as per the needs of the business. Note that the profile pictures are only for the visual aid and are internal to the EF tool.

To change a skill competence level of an agent, click on the three dots appearing against Skills drop down. Select the skills that are to be assigned to the agent. Once a skill is selected, click the pencil icon to edit the skill competence level. Move the competence level slider back and forth on a scale from 1 to 10 to adjust the skill competence level of the agent.

Update Agent Profile

Click the ‘tick’ icon to save your changes. Click ‘cross’ to cancel it.

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).

Queue list

As seen in the picture above, some of the CSQs are shown in green while others are shown in blue color. This color differentiator provides a visual aid to determine the type of the CSQ, hence, CSQs in green are “Resource Group-based” while those in blue are “skill-based” queues.

To quickly find a queue, click the search icon on the top and write the name of the queue in the search bar.

To add a new queue, click on the ‘+’ icon on the Queues list.

Adding a queue

For a SKILL GROUP based queue, start adding skills in the queue by clicking Add Skills option in the queue. This logically groups all agents having that skill in the queue.

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.

Once a queue is added, other queue attributes such as wrap-up time, service level, service level percentage can be changed by editing the queue. Click the three dots to see the Edit option.

Changing a queue settings

You can move agents between the agent-based CSQs (i.e. queues of type Resource Group) if and when required. For instance, if you quickly want to reskill your agents in the peak hours to handle increased call volume on a queue, you just drag agents from one queue and drop it to the affected queue to handle calls on that queue. This eliminates the need to visit UCCX web administration to change agent groups for them to handle additional calls.

For an agent-based queue, agents in the agent group automatically become a member of the CSCQ. To manually add an agent to a queue, Click Add Agent or move an agent from some queue and drop it to this queue.

To remove an agent from a CSQ, hover your mouse on the agent name. Click the delete icon to remove it from the queue.

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:

Creating a new application

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.

To quickly find an application, click the search icon on the top and write the name of the application in the search bar.

Managing Scripts

Upload new UCCX scripts from Supervisor Tools and link them to UCCX applications. Navigate to Scripts link from the left sidebar.

If you are a supervisor, you’d only be able to see scripts uploaded in Scripts Folder of your workspace. If the administrator did not define any folder, you’ll be able to see all UCCX scripts.

To upload a new folder, hover your mouse on ‘+’ icon and click on the folder icon. Click on the other icon to upload a new script file (.aef). Note that one .aef file must not exceed 20Mb in size.

To quickly find a script, click the search icon on the top and write the name of the script in the search bar.

To see details about a particular script or folder, click on it.

Script List Interface

It shows the following details of a script:

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).

Script Variables

Announcements and Calendars

Calendar Settings

This interface allows users to add new Agencies, Directory Numbers, Shift Schedule,  Services and Regions in Supervisor Tools.

Calendar Settings

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.

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.

Please note that uploading prompts on the root folder is not permissible in CCX and so in EF tool. So while uploading prompts, a subfolder must also be created.

If logged in as a supervisor, prompts uploaded in the supervisor’s workspace will be available. If, however, the administrator did not define any folder in the supervisor’s workspace definition, the supervisor can see all UCCX prompts.   

To quickly find a prompt or language folder, click the search icon on the top and write the name of the folder in the search bar.

On the right-hand side of the Prompt list, the following information is shown for a selected folder or prompt.

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.

Make sure that the file size of the audio prompt should not exceed 20MB in size.

You can also delete a prompt or download it using icons shown in the right-hand side of the window.

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.

Before creating an easy announcement, the following prerequisites must be fulfilled:

1. 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.

2. 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’.

3. 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.

4. 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. See Managing 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:

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.

To quickly find an easy announcement, click the search icon on the top and write the name of the announcement in the search bar.

To delete an existing announcement,

1. Click on the announcement name from the list on the left sidebar.

2. Click the delete icon in the bottom right corner in the easy announcement pop up window.

Switch between different calendar views such as Monthly, Weekly, Daily to see the desired list of announcements on the calendar.

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.

Before creating a business calendar, the following prerequisites must be fulfilled:

1. 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.

2. If a service also needs to be associated with a calendar, make sure that a service is already added in the Calendar Settings.

3. 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

Add a new Calendar

Fill in the above form using the following table:

Once the Business calendar is created, add the working shift schedule in the calendar. Multiple shift schedules can be added in a calendar.

To add Shift Schedule in the business calendar, click on the action menu button against the business calendar and click Shift Schedule option.

Define the shifts open and close time on the schedule.

Adding Shift Schedules

To add exceptional events in the business calendar, click on the action menu against the business calendar and click the Exceptional Events option.

In the Exceptional Event window, define the date and time of the exception.  These exceptional events allows a call center to behave differently in certain days of the week or hours of the day.

Add Exceptional Event

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.

Click the create new button to add a new profile.

Create a new Holiday Profile

Give it a name and click save. Make sure the name of the holiday profile should not contain spaces in it.

Start adding holidays in the profile by selecting the profile name from the list and clicking the + icon shown on the top right corner.

While saving the holiday, give it a name and date of the holiday.

Add Holiday