Monitor / Adjust CCX Agents in Real Time via Cisco Supervisor Desktop
Purpose:
This document will detail how to login to Cisco Supervisor Desktop so that you can
monitor and intervene with CCX Agents in real time.
Procedure:
Download / Install Supervisor Desktop Software
1. Log into the CCX -> 10.1.213.112
2. Tools -> Plugins -> Cisco Unified CCX Desktop Suite
3. Download and run Cisco Unified CCX Supervisor Desktop
4. Once installed, login with below creds
a. USER: CCXSupervisor
b. PW: stclaire
View Queue Details
1. In the top left drop down menu, select the team you wish to view.
2. Expand Contact Service Queues - > Voice -> *Team*
3. Double click the team in this directory and you will see CSQ – Details
Toggle Agents In/Out of ‘Ready’ State
1. In the top left drop down menu, select the team you wish to view.
2. In the Agents section, expand Agents tree to see all agents in that team.
3. Click to highlight the agent you wish to toggle
4. In the menu bar next to the teams drop down, there are options to log out, ready, not ready.
5.
*NOTE* You can select more than one agent at a time to toggle status.