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(13.5) User Guide

(13.5) 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

Convention

Description

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Used to describe the menu items or field names

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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, 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.

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.