$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
Orlando campus, UCF occupied buildings in the Central Florida Research Park, Rosen College campus, and the UCF Medical campus at Lake Nona.
Phone – Voice Features
UCF IT Telecommunications