Skip to content

Please submit the form below with your Attendee ID in 3 digits long format (e.g. if your attendee ID is 51, please enter 051) and click Save. All configuration items in the lab guide will be renamed with that prefix.



README

This lab has been added a bonus lab to provide details on supervisor experience and is independent of other labs. The reference lab can either be completed now or at a later time.

Part 6: Supervisor Experience

Lab Objective

This lab is designed to introduce the audience to the Extensible Supervisor Desktop (ESD), its configuration and capabilities.

At the end of the lab, you should have a good understanding of the Supervisor role on Webex Contact Center, the Supervisor Desktop and common Supervisor workflows available.

Create Chrome Profiles

  • For the lab, create new Chrome profiles so that you can login the Administrators, Agents and Supervisors using the same Browser.

  • Select Profiles on Chrome

  • Select Add Profile
  • Select continue without an account
  • Give it a name .i.e Supervisor
  • Click done




You are provided two users on Control Hub to simulate the lab activities

User Role User email User Extension
Agent wxcclabs+agent_IDYour_Attendee_ID@gmail.com WebRTC (Browser)
Supervisor wxcclabs+supvr_IDYour_Attendee_ID@gmail.com Your Supervisor Extension

Quick Links

Control Hub: https://admin.webex.com

Supervisor Desktop: https://desktop.wxcc-us1.cisco.com

6.1: Supervisor Desktop Modes

Step Objective

The following section explains the types of login modes into the Supervisor Desktop

The Supervisor Role is assigned as a part of the Control Hub License.

When you assign a Control Hub Supervisor License, you are automatically assigned the Default Supervisor User Profile.

  • We will start by reviewing this on Control Hub Settings: Control Hub > Contact Center Users > Supervisor User > User Profile: Supervisor Profile

  • Look up your Supervisor User by going to admin.webex.com > Contact Center > User Management (Category) > Contact Center Users

  • Ensure that the Supervisor user wxcclabs+supvr_IDYour_Attendee_ID@gmail.com has the Supervisor Profile in the User Profile field

Supervisor_UserProfile

Supervisor Only Mode:

  • You can choose not to be an Agent but still login to the Supervisor Desktop. This is called the Supervisor Only Role.
  • This is enabled by setting up a User with the Supervisor License and a Primary Team.
  • Contact Center need not be enabled for the User.
  • In this role, you will still need a Primary Team assigment which will be used to display the statistics.
  • The Supervisor Only Role is used for Team Statistics and Reporting.

Supervisor and Agent Mode

  • You can to take calls from the Queue as a supervisor. This is called the Supervisor and Agent Role
  • This is enabled by setting up a User with the Supervisor License, a Primary Team AND marking the user Contact Center enabled.

Supervisor_And_Agent_Role

Pre-requisites

  1. A supervisor user configured as described below.
  2. A agent logged in and in conversation with a customer so you can monitor the call.
  3. Webex App Installed - Please install and download the Webex App from: https://www.webex.com/downloads.html

We will use the Webex App as the Supervisor endpoint Device.


6.2: Supervisor Login

Step Objective

In this section, you will sign in as a supervisor

  • Sign in to the Supervisor Desktop: https://desktop.wxcc-us1.cisco.com with your supervisor credentials.

  • In the next window, set your role as Supervisor and your own extension. Please note that you can set your role either as supervisor or agent and supervisor. We will select this second option at the end of this lab.This mode will help you perform midcall monitoring and reporting


README

This section is for reference only that goes through the nitty gritty of Supervsior Desktop


Supervisor_Login

  • When you sign in to the Supervisor Desktop, the appearance depends on how the Webex Contact Center administrator has configured the desktop layout. The Supervisor Desktop display size must be greater than 500 x 500 pixels (width x height). You must set your web browser zoom to 100% for the best experience with the Supervisor Desktop. With this lab layout you get :

  • Home Page: Displays a user friendly interface that provides a consolidated view of key contact center metrics and filters. This is the default landing page in the Supervisor Desktop. The administrator can customize the Home Page in the layout JSON file.

Supervisor_Home

  1. Task: Displays all the tasks when you sign in to the Desktop in dual role (supervisor and agent) or as a supervisor, interactions such as voice, chat, email, and social messaging conversations, along with monitoring. The icon displays a badge indicating the number of requests that you have not accepted across various channels.

Supervisor_Task

  1. Team Performance: Displays real-time information about an agent and a consolidated view of an agent’s performance as part of the team. You can also monitor and send 1:1 messages to an agent.

Supervisor_TeamPerformance

README

Note: Supervisor Desktop supports localization in 30 languages. The following are the supported languages:

Bulgarian, Catalan, Chinese (China), Chinese (Taiwan), Croatian, Czech, Danish, Dutch, English (UK), English (US),Finnish,French, German, Hungarian, Italian,Japanese, Korean, Norwegian,Polish,Portuguese (Brazil), Portuguese (Portugal), Romanian, Russian, Serbian, Slovak, Slovenian, Spanish, Swedish, Turkish, and Ukrainian.

The Supervisor Desktop language is based on the language preference settings on your browser.For example, let us consider that you have selected the preferred language as French on the Google Chrome browser.

When you launch the Supervisor Desktop in the Google Chrome browser, the Supervisor Desktop UI appears in Français (French).

  • Click on the third menu option, you now see the Team Performance Details page where your agents activities are displayed : status, call duration, team, ... In the last column, you are presented two options : chat or monitor. The monitoring option is obvisously only enabled when an agent is in conversation with a customer otherwise the icon will be greyed.

  • The columns displayed are the following

Column Description
Agent Name Displays name and avatar (Webex image) of the agent.
Agent State The work status while using the Supervisor Desktop. The agent availability state includes Available, Idle codes, or RONA.
Agent State Duration The time that the agent has been in the current state. The state timer format is hh🇲🇲ss (for example, 01:10:25).
Phone Number Dial number or extension of the agent signed in.
Site Name of the site with which the agent is associated.
Team Name of the team with which the agent is associated.
Channels The mode of communication through which an agent can communicate.For example, voice call.
Contact Queue Name of the queue from where the agent receives the incoming call.
Contact Status The status of the agent in an active call. Example: Connected, Consulting, Conference, or Wrap up
Time in Contact Status The time spent by an agent in an active call. For example, the time an agent is in conference call.
Total Contact Duration Total duration of the contact from when it was first connected (including any other state like consult or conference in the same contact). The time elapsed since the agent accepted the request. The connected timer format is hh🇲🇲ss (for example, 01:10:25).
Sign In Time The time an agent has signed in to the Supervisor Desktop. The date and time format is dynamic and displays according to location.
Action You can perform the following actions:• Review and Monitor - Based on the privilege provided by Administrator as part of user profile, you can review and monitor an ongoing agent call silently. • Send1:1 message to Agent – Based on the privilege provided by Administrator as part of user profile, you can send 1:1 message to an agent.
  • you can customize this view to show / hide columns or group information at your convenience.

Supervisor_Modify_Columns

6.3: Chat with your agents

Step Objective

In this section, you will discover how to enable chat with your agents. Collaboration between agents and supervisors can help your Contact Center to be more effective and efficient for your customers and this is why we have enabled Webex messaging features in both Agent and Supervisor desktops.

  • Click on the Send Message button

Supervisor_Message

  • Fill the chat window with a message to send to your agent

Supervisor_Message_Sent

  • On the agent side, observe the message notification received

Supervisor_Message_Sent_Agent

  • If, as an agent, you want to answer to the supervisor, your will need to click on the Webex logo to open the Webex app embedded in the Agent Desktop. You can then reply to the supervisor directly.

Supervisor_Message_Sent_To_Sup

  • On the supervisor side, observe the message notification received

Supervisor_Message_Received_from_Agent

6.4: Monitor calls

Step Objective

In this step, you will go over the steps to monitor agents from Supervisor Desktop

  • As a supervisor, the Team Performance Details page allows you to see all connected agents and decide to monitor calls by clicking on the Review and Monitor icon.

Supervisor_Monitor

  • The following popup will be displayed. Click on Start Monitoring. Please note a supervisor can monitor other call types such as callbacks, outdial calls, outbound preview campaign calls.

Supervisor_Monitor_Accept

  • In your Supervisor Desktop, an incoming popover window will be displayed and your softphone will ring as Webex Contact Center is now trying to reach you. You recognize the agent you want to monitor and other call variables are displayed. The Flow configuration defines variables to display on this popover (max 6). Accept the call on your supervisor softphone.

Supervisor_Monitor_Floating

  • As a supervisor, the call you are now monitoring is displayed in your desktop with agent and customer details of which the call variables so you are aware of the context of the call. You can view previous communications with a customer across all channels (voice, email, chat, and social) in the Contact History pane. The pane displays details for the last 24 hours.

Supervisor_Monitor_History

  • You can pause the monitoring and start is again if you will

Supervisor_Monitor_Pause

6.5: Supervisor and Agent role

Step Objective

In this step, you will learn the Supervisor and agent role

  • When you sign in to the Supervisor Desktop, you can - depending or your team assignement - choose either the supervisor role or supervisor AND agent role.

Supervisor_LoginOptions

  • In the case, the supervisor experience is a bit different as your agent status appears in the header section of the Desktop.

Lab_4_ESD

  • If, as a supervisor, you chose to monitor a call, your status is set to Engaged and you cannot take other calls as an agent.

Supervisor_Engaged

Congratulations, you have officially completed the bonus Supervisor Experience lab! 🎉🎉