$17 (updated 7/1/19)
A contact center supervisor is an active directory authenticated user of Cisco Agent Desktop which is a Microsoft Windows-based client application that provides agents with a full-featured user interface for managing their calls and work state directly from their desktops using supported Cisco Unified IP Phones.
INCLUDED SERVICE COMPONENTS – OVERVIEW:
Call Control including:
- Inbound Calls
- Outbound Calls
- Call Transfer
- Call Consult
- Call Reporting
- Queue Reporting
- Agent Control and Monitoring
Live Data and Historical Reports –View team performance and queue statistics
Silent monitoring – Monitor an Agent’s conversation for quality assurance and training.
Supervisor may also Barge In and take control of the call.
Manage Agent States – Change the state of any Agent from Ready to Not-Ready and vice versa.
Call Recording – Retrieve any call recording for quality assurance and training.
OPTIONAL SERVICE COMPONENTS – OVERVIEW:
All UCF departments, direct service organizations, and private vendors/companies that provide support services to the University
Service Availability Locations
All UCF campuses and Research Park
Phone – Voice Features
UCF IT Telecommunications