Liberty University. CISCO Desktop. Desktop Supervisor. IT Training

Transcription

1 Liberty University CISCO Desktop Desktop Supervisor IT Training 08

2 CISCO SUPERVISOR DESKTOP Welcome to the Cisco Supervisor Desktop software training. This training handout is built for the supervisors of customer service or call center that are already using Cisco Agent Desktop. This program complements the actions being taken by the Agent Desktop and gives the Supervisor view ability and reports to better manage what is going on through the system. Starting Agent Desktop If you do not already have a shortcut icon on your desktop you will need to follow these instructions to start. Click Start button on your desktop, select All Programs and then find Cisco, Desktop, and then select Supervisor. This will bring up the Supervisor login dialog box, as shown right. Similar to that of the Agent Desktop you will still need to enter your: *your ID (usually either your LU ID # or your sensenet username), *password (default is 12345) and However, you will not need an extension this time around because you will be looking at all the extensions that are in your distinct group. Note 1: Once the ID is entered for the first time, the program will remember it. You will just need to type in your password each time. Agent Desktop Interface The main difference between that of the Agent Desktop software and the Supervisor Desktop is that of the interface. Again, since the supervisor is not taking phone calls themselves, they will not need the controls of the Agent. However, you will have a couple of sections that are the same: The Status Bar on the bottom of the interface and the Dashboard (also known as Toolbar) icons on the top. On the dashboard, the supervisor will also have eight new buttons for monitoring and report purposes. Button Name Shortcut Key Description Refresh Ctrl F Refreshes the information in the data view pane. Barge in Ctrl B Enables you join an agent s phone conversation. Intercept Ctrl I Enables you to intercept a phone call while disconnecting the agent from the phone call. Start Record Ctrl R Starts recording the selected phone call. 2

3 Stop Record Ctrl S Stops recording the selected phone call. Start Voice Monitor Ctrl A Starts monitoring the selected agent. Stop Voice Monitor Ctrl P Stops monitoring the selected agent. Voice Monitor Volume None Controls the volume when monitoring a call. Besides these two sections, the Supervisor interface will give you more sections for better view of what is going on with the team. Once you login you might be told a warning about Agent Desktop must be active before call intervention is available! This is common to have come up and it is just mainly an FYI letting you know that you can call intervene if there are no calls actively there. You will just want to press Ok and move to the top left side of the screen to select your team from the pull down menu (called Team Selection List). From there you will be able to see your groups of people logged into your team and how they are categorized on the left hand size pane (called Team View Pane). By default this pane will condense all members of the team under their category (Picture 1). To view the members, just select the plus sign beside the category you want to see (Picture 2). Picture 1 Picture 2 Other new parts to the interface that are new for the Supervisor are: Team Performance Message Pane and Data View Pane. 3

4 The Team Performance Message Pane allows the supervisor to send messages to the team as a scrolling or stationary message. The message can be a particular length of time or can be stopped manually. To use this pane you will just type your message in the text box area (up to 200 characters long) and select your time you want the message to expire (by default, it will run for 30 minutes). Once you have prepared both areas then you would click the Start button or just press Enter. If you prefer to have the message be station instead of scrolling, just unclick the check mark beside Scroll Team Messages. The Data View Pane allows the supervisor review real time call information for a particular call or agent depending on which is selected in the Team View Pane. If you click on the agent s name or number, the agent s statistics are displayed but if you select a call the call information is displayed. Monitoring the Agent As supervisor you will not only want to know who is ready or not ready among the staff members (as shown in the team view pane) but you also want to make sure your staff is stating the correct information. This is where call monitoring comes in. During a phone call, you can click on an agent to silently listen into their conversation. The volume slide allows the supervisor to control the volume without having to go to their computer volume controls. Note: The voice slider will remember the last setting for the volume and repeat it until changed. If you find that you need to come into the conversation (forced conference call) or take over the conversation (forced transfer), the Supervisor Desktop gives you those options with Barge in and Intercept buttons respectively. Rules to barging in do include not being able to barge in when the agent is: 1) on hold, 2) on two calls, 3) already in a conference call, and 4) already on another call. During the monitoring, you may feel like you want to save (aka record) this conversation and listen to later or keep it on file. This is also helpful, if even you were not planning on recording a call, when your agent gets very irate, upset, or repeating parties that call that confused their facts on the other line. The recording will take in the agent and the caller and any other voice activity (for instance, if the agent calls a different office for information). And once the call with the original caller is concluded the recording will stop. Note: Only one recording per agent may be made at a time, even if you have multiple recording going on among the team. The recorded calls are stored for seven (7) days only. You will find them by going to the View menu and selecting Recorded Calls. This will bring up the Supervisor Record Viewer which allows you to see and work through all the files that had been recorded. 4

5 To keep files longer than seven days you can do one of two things: 1) Selected the recorded file and then select Set Extended Lifetime under the file menu. This will extend the storage to thirty (30) days. The files are raw data packets and at this point can only be reviewed by the Supervisor Record Viewer. 2) Save the recorded file under a.wav file for even longer storage time and more options for playback. To do this, you would select the Play and Save button (second button from the left). Besides just listening to their phone calls, you can also change the agent s state. This is very useful if you see that an agent is on work and your phone calls are backing up. It is also useful if someone forgot to log out the system for a meeting or end of the day. To change the state, you will need to select the agent you want to change and then use your toolbar to select the state you want them in now. Once completed, you will see their icon change on the Team View Pane. Reports One of the most used tool in the Supervisor desktop is that of the reports. Similar to the Agent Desktop, you can go to the report button on the dashboard to bring up the various reporting options. This is where you will find the team reports. Note: Remember for individual statistics you will need to click on a particular agent and their stats will show in the Date View Pane. The team reports you will find from the Report button are: Team Agent Statistics this shows the same thing as the Agent Statistics but for the whole group listed by agent. Team Agent State Report this gives the Supervisor a quick look into which state all of the agents are in and what is the reason for that state. For instance, you will have agents on Not Ready but you need to figure out if it is because they went to the printer and will be right back or if they went to a meeting and will not be back for a while. Team Skill Stats Report This report is a combination between the average of the Team Agent Statistics for all the agents and Skills Statistics Report where it shows how many calls are waiting in the que. 5

6 All of these reports are just viewable in the Desktop software for that day, but you can contact your data manager to upload the information into a program to retrieve past data. Logging Out To log out of the Supervisor Desktop you can either press the Close Red x at the top of the right hand side of the screen or you can select Exit from the file menu. Both ways closes the program altogether and you will need to log in with your password the next time you need to get into the program. Other Helps For more information on CISCO Agent Desktop, systems, productions you can go to their website: For more help with the Agent Desktop Agent, you can contact your LU IT Trainer: IT Training ittraining@liberty.edu 6