(13.3) User Guide
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 for 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 behaviour 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 admin-level access to all UCCX configurations.
Supervisor Tools: Logging in as Admin User
On the login 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.
Note
Integration with the client’s Active Directory is not yet supported
The item names should not contain spaces and special characters. Also, a name can not have fewer than 3 characters. If, however, any such name exists on UCCX, that cannot be updated or removed from the EF tool. Consider renaming it before having to update it.
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.
Note
Only supervisors synced from CCX can have certain teams/workspaces assigned to them and hence, access to their own workspace(s) only.
Local users who are assigned the Supervisor role are able to access all data in the EF tool regardless of the workspace. This is because since they are not actual supervisors of CCX and cannot have any workspaces assigned to them, they have access to all data.
A CCX supervisor without having any team or workspace (assigned to him) cannot log on to the EF tool. Administrators must assign some workspaces to CCX supervisors who are the real users of the EF tool.
Agent Access
Currently, contact centre agents do not have access to Supervisor Tools and cannot log on to the tool with Finesse credentials.
This is reserved for the future.
User Management
The application provides the following default user roles to be chosen from while getting started:
Administrator: Have full superuser 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 are assigned to this role since the tool does not allow agents to log on.
Except for 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 the 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 new local user accounts.
Click on the name of the user from the results and choose a role from the Roles dropdown 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 the 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.
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 the 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 to 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 assigned 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.
Select the newly-created role from the Roles list and start adding permissions from the Permissions dropdown.
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.
Note
Contact centre users as synced from CCX cannot be deleted from the ExpertFlow tool. They need to be removed from CUCM in order to desync them from the EF tool.
Note
Only the admins have access to the Users page.
If the name of a user is updated from CUCM, it takes a few mins to reflect the changes in UCCX and so in Supervisor Tools.
We do not recommend that a user’s id be changed from CUCM. It causes issues in Supervisor Tools.
If a user logs in then by default, he has read permission on all the lists
If the Supervisor logs in and he has no workspace assigned to him, he will not be able to log on to the tool
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 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 |
Note
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 centre can add new workspaces, assign supervisors, agents, and CSQs to a workspace by accessing the 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, create 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 prompt 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 centre/tenant. This also allows avoiding the deployment of separate UCCX servers in each individual business territory.
Creating a workspace
Log on as an administrator and go to the 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 |
Note
Only administrators can create new workspaces and have access to the Workspaces list.
Secondary Supervisors can also manage the assigned workspaces.
If an agent/supervisor id is changed from CUCM, the agent will automatically be removed from the workspace it was a part of.
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 the list of Agents, Queues are 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, IVR announcements right from within the Supervisor Finesse desktop. The web-based admin application opens up on 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 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 the 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 the Skills dropdown. 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.
Note
The newly updated agent by default goes to the bottom of the list.
Agent ‘alias’ field is currently not available in Supervisor Tools.
Only JPEG images are supported for agent profile pictures.
It takes a few mins to reflect new agents added on UCCX/CUCM to be shown on the EF tool.
If you cannot see any changes, try refreshing the list by navigating to some other page and getting back to the desired page.
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 colour. This colour 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 wrapup 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.
Note
Changes to the order of agents within a CSQ reflect neither in UCCX nor in Supervisor Tools.
If an agent/supervisor id is changed from CUCM, the agent will automatically be removed from the team it was a part of.
You cannot edit the skill level of skill once added to the queue.
Managing Applications
Set up new CCX applications by navigating to the 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 in 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
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 the Managing Scripts section to see how to define the 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.
Note
As a supervisor, new applications are created within your own workspace.
Spaces in the name of an application are not allowed.
Once a script is attached with an application, it cannot be changed afterwards
While selecting a script, make sure that the script does not contain any errors.
To change script variables attached to an application, the variables must first be defined within the Supervisor Tools Scripts list.
Managing Scripts
Upload new UCCX scripts from Supervisor Tools and link them to UCCX applications. Navigate to the Scripts link from the left sidebar.
If you are a supervisor, you’d only be able to see scripts uploaded in the 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 the ‘+’ 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:
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).