This document is a technical solution description of the tool providing brief details on the product features and architecture with all necessary solution prerequisites

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.

It further offers the following modules for CCX and CCE:

• Team Administration and Available only for the CCX supervisors and administrators. Allows supervisors to agents, manage queues, scripts and applications.
• Announcements and calendars: Available for both CCX and CCE supervisors and administrators. Allows supervisors and admins to create call center calendars and IVR announcements
• KPIs and Switches: Available for both CCX and CCE supervisors and administrators. Allows supervisors and admins to create service KPIs and switches 
• Caller Lists: Available for both CCX and CCE supervisors and administrators. Allows supervisors and admins to create caller lists and add callers in them to provide custom call treatment based on the list to which a caller belongs

Business Features

Solution Architecture

Deployment Models

Solution Security

Solution Prerequisites