Cisco Finesse: Desktop Guide - Supervisor Functions

If you have a supervisor role you will still need to know the Agent functions to perform several tasks. As supervisor status, you are able to check statistics of a call as well as manage calls, check team data and monitor your team's calls. You can select a team from a list of teams assigned to you and view their current state, time in state, and their extension.

Sign In

  1. Locate the login page for Finesse Contact Center Cisco Websites

  2. Enter the correct URL to sign into Cisco Finesse

  3. Enter your ID in the ID field

  4. Enter your password in the Password field

  5. Enter your extension in the Extension field

Note: You may be asked to accept security certificates of the two contact center servers after login.

Check out Common Tasks on the Cisco website.

Signing Out

It is recommended that supervisors sign out of Finesse when not actively monitoring the contact center.

  1. Ensure status is set to the “Not Ready” state

  2. Click Sign Out in upper right hand corner of the screen

Note: Agents should sign in at the beginning of their shift and sign out at the end of each day.

Important: ITS performs periodic audits/sign outs of IDs logged in for excessive amounts of time.

Silent Monitoring

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Under the Manage Team tab you will see the state of the Agents. When an Agent is in a talking state you can select them then select the Start Monitoring button which will turn dark gray.

IMPORTANT:The Supervisors phone is automatically connected.  To ensure privacy, lift the handset. At this point you are in Silent Monitor Mode.

Barge In

While actively monitoring an Agent, you will see the Barge In button. Barge In will allow the supervisor to join the agent’s call to create a 3-way conference call.  

 IMPORTANT:No tone is played during a “monitor” or “barge” function so the parties will not know they are being silently monitored.

Reports

Team Data

The Team Data tab contains two Live Reports.  These reports can be sorted by column.

  • Team Summary Report - Top

  • Select Team Data tab.  View the top half of the window.

      • Agent Name - will show agent name in your team

      • Agent ID - will the ID assigned to each agent in your team

      • Login Duration (since midnight) - will show the duration that agent has been logged in since the previous midnight

      • Average Talk Time (Short Term >15 minutes / Long Term = 30 minutes) - will show the average talk time in the Short Term and Long Term that agent has had

      • Average Hold Time (Short Term >15 minutes / Long Term = 30 minutes) - will show the average hold time in the Short Term and Long Term that agent has had

  • Team Summary Report - Bottom

  • Select Team Data tab.  View the bottom half of the window.

      • Agent Name - will show agent name in your team

      • Agent ID - will the ID assigned to each agent in your team

      • Login Duration - will show the duration that agent has been logged in since the previous midnight

      • Calls Offered - will show the number of calls offered to that agent

      • Calls Handled- will show the number of calls handled by that agent

      • Average Ring Time - will show the average ring time by that agent

      • Talk Time - Average / Maximum / Total - time that agent spent talking since their last logout

      • Hold Time - Average / Maximum / Total - time that agent spent holding customers since their last logout

      • Ready - Average / Maximum / Total - time that agent spent in Ready since their last logout

      • Not Ready - Average / Maximum / Total - time that agent spent in Not Ready since their last logout

      • After Call Work - Average / Maximum / Total - time that agent spent in After Call since their last logout

Queue Data

The Queue Data tab contains two Live Reports.  These reports can be sorted by column.

  • Voice CSQ Summary Report

  • Select Queue Data tab.  View the top half of the window.

      • CSQ Name - will show the different CSQ’s (contact service queues) in your team

      • Waiting Calls - will show you the number of calls waiting for that CSQ

      • Longest Call in Queue - will show the duration of the longest call currently holding for that CSQ

      • Agents Logged In - will show the number of agents currently logged in and skilled to that CSQ

      • Agents Talking - will show the number of agents currently talking on a call for that CSQ

      • Agents Ready - will show the number of agents currently ready to take a call for that CSQ

      • Agents Not Ready - will show the number of agents currently not ready who are skilled to that CSQ

      • Agents in After Call Work - will show the number of agents currently in after call work who are skilled to that CSQ

      • Agents Reserved - will show the number of agents currently reserved for a call who are skilled to that CSQ

  • Voice CSQ Agent Detail Report

  • Select Queue Data tab.  View the bottom half of the window.

      • CSQ -  will show the name of the CSQ (contact service queue)

      • Agent Name - will show agent name in your team

      • Agent ID - will the ID assigned to each agent in your team

      • Current State - will show you the current state of that agent

      • Duration - will show you the duration of the current state of that agent

      • Reason Code - will show a system-generated numbered reason code for the current state

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Manage Call

See Manage Call on the Cisco Finesse: Desktop Guide - Agent Functions

 

Change Status

See Change Status on the Cisco Finesse: Desktop Guide - Agent Functions

Support

Contact the ITS Infrastructure Telecommunications Analysts for assistance

Phone: 734-76(3-2000)

E-mail: itcom.csr@umich.edu

FAQ

Q: What if I forget to sign out at the end of the day?

A: ITS may log you out during a periodic audit, or you may remain in the queue, switching to a Not Ready state if a call rings to you and is not answered.

Q: Can I log off from a remote location?

A: Agents can not log off from a remote location such as a home environment or another site location.  Supervisors can log agents off from a remote location if they have VPN access.

Q:  How are ID’s provided?

A:  You manager will provide you with your ID.

Appendix

Cisco Finesse User Guide

Cisco Finesse White Paper

 


 

Last Updated: 
Wednesday, September 27, 2017