The Cisco Finesse Supervisor Desktop for Cisco Unified Contact Center Express (UCCX) uses a web-based browser application that allows users to interact with their Cisco VoIP phone to perform supervisor tasks as well as agent functions. In addition to the same call-control functionality provided by the agent desktop, the supervisor desktop also provides a supervisor or a manager with the following tools for real-time monitoring of agents and calls:

• Team Performance gadget – Perform supervisor tasks:
  
  • Team managing: You can select a team from a list of teams assigned to you. You can view the agents on that team, their current state, the time in state, and their extension. You can click the column headers to sort the information by Agent Name, State, Time in State, or Extension.
  • Silent monitoring: Silently monitor an agent call.
  • Force state change: Force an agent into Ready or Not Ready state or sign out an agent.

• Live Data gadget – View supervisor reports:
  
  • Team State Report
  • Team Summary Report
  • Voice CSQ Agent Detail Report
  • Voice CSQ Summary Report

The Finesse for Supervisors End User Guide (see below) provides detailed information about:

• Login and Logout
• Accepting Certificates
• Manage Team
• My History
• Team Data and Queue Data
• Call Management

Read this PDF Campus 12.5 Finesse for Supervisors End User Guide to learn more.

Read this PDF Hospital 12.5 Finesse for Supervisors End User Guide to learn more.

TIP: To ensure that all features of the Finesse Supervisor desktop work properly, you must disable pop-up blockers.

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