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Estimated Price

$17 (updated 7/1/19)

Price Terms

Per Service

Recurring

Monthly

Setup Fee

$70

DESCRIPTION

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.

FUNCTIONALITY LIST
Software only

TECHNICAL SPECIFICATIONS
N/A

INCLUDED SERVICE COMPONENTS – OVERVIEW:
Call Control including:

  • Inbound Calls
  • Outbound Calls
  • Call Transfer
  • Call Consult
  • Call Reporting
  • Queue Reporting
  • Agent Control and Monitoring

Custom Phonebook

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:
N/A

Authorized Customers

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

Service Owner

Unified Communications

Service Category

Phone – Voice Features

Service Unit

UCF IT Telecommunications