Desk Drop
Where will you find the Cisco Agent Finesse link?
Admin Home
What does Queue RT display?
The active queues for the day. It shows how many SSCs are in NRT, Ready, Talking, and Logged On.
It also shows how many calls are queued and the longest call in the queue.
How could this tool be useful to closing managers?
To see who, if anyone, is left in the queue at the end of the day.
What does your log in information consist of?
Username: Your extension
Password: 12345
Extension: Your direct number
Who voiced the video of Cisco Supervisor?
Jordan Scott
How much time will pass before an SSC is automatically logged out?
They’ll automatically be logged out after two hours.
If one of your SSCs leaves and forgets to log out, how can you log them out?
The "Sign Out" button under Team Performance
What does Agent Team RT display?
All representatives logged in and their current status (Ready, Not Ready, Talking).
DAILY DOUBLE!
Provide an example of work avoidance that can be monitored through Cisco Supervisor.
Excessive Not Ready Time in an attempt to prevent queue calls.
Calling another consultant for non-work related phone calls to prevent queue calls.
How will you get access to the Service Team Link?
WFM or another manager will be able to send you this email.
Tech will also have to approve access.
What does Team Summary display?
How long each SSC has been in different states.
Refreshes every 30 seconds.
You can chose a past date to look at an SSCs numbers or in real time.
Which KB can be handy to refer to?
CS: Cisco Finesse: Table of Contents
What should you keep open during the day, to keep an eye on your team?
The Dashboard
If your team is not in AGENT TEAM RT what do you do?
Enter a WFM Ticket
What do the colors mean in the Time in Current State? (Dashboard)
White: Under 10 minutes
Yellow: 10+ minutes
Red: 15+ minutes