Lab 4 - Damn I'm good

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Table of Contents

Introduction

Lab Objective

This lab introduces the Extensible Supervisor Desktop (ESD), its configuration and capabilities, and includes a demo of the user experience when working with ESD.

Pre-requisite

1. Admin credentials for sign-in to Control Hub.
2. At least one admin and one supervisor user with extensions created on Control Hub (per Lab 1).
3. Standard or Premium agent license assigned to the agent's account.
4. Agent configured on the Webex CC management portal and able to sign in as an agent.

Example users

Quick Links

• Control Hub: https://admin.webex.com
• Webex CC Management Portal: https://portal.wxcc-us1.cisco.com/portal
• Agent / Supervisor Desktop: https://desktop.wxcc-us1.cisco.com

Assign supervisor license to the user

• Login to Control Hub under the organization admin account.
• Go to Users, click on the supervisor's account, scroll down to Licenses, and press Edit Licenses.
• Press Edit Licenses button on Edit services page.
• Go to Contact Center tab, tick Licenses Agent checkbox and assign Premium Agent - Supervisor Role license. Save changes.
• Verify the supervisor license has been assigned and click Close.
• Verify supervisor license is displayed in Licenses section.
• Go to Contact Center → Settings and press Synchronize Users to sync Control Hub → Webex CC Management Portal.

Configure supervisor in the Management Portal

• Download the latest Supervisor Desktop Layout JSON (includes Call Recordings feature).

• Open it in a JSON editor — verify it contains supervisor and supervisorAgent sections:

  • supervisor — used when user signs in with Supervisor role.
  • supervisorAdmin — used when user signs in with Supervisor and Agent role.

• Go to Provisioning → Desktop Layout → New Layout.

• Provide Name, click Upload, select the JSON layout file. Validate and save.

• Go to Provisioning → Teams → New Team:

  • Choose the proper Site
  • Provide Name
  • Select the Desktop Layout you just created
  • Save

• Go to Provisioning → User Profiles, find default Supervisor Profile, click … → Copy.

• Provide a name and go to Module Settings tab.

• Select Module Access as Specific. Verify Send Messages and Mid-Call Monitor are enabled.

• Scroll to the bottom and save the supervisor profile.

• Go to Provisioning → Users, find your supervisor user, click … → Edit.

• Set the following and save:

Supervisor Experience

The Supervisor Desktop provides a holistic supervisor experience within a centralized interface. It enables supervisors to manage, monitor, assess, guide, and assist agents. It also enables administrators to customize the Supervisor Desktop with widgets to address specific Contact Center business needs.

Video walkthrough: https://app.vidcast.io/share/embed/2d7fd721-b192-43d1-83f9-68c7f2d544b3

Pre-requisite

1. A supervisor user configured as described above.
2. One agent logged in and in conversation with a customer so you can monitor the call.

Supervisor Log in

• Sign in to the Supervisor Desktop: https://desktop.wxcc-us1.cisco.com with supervisor credentials.
• Set role as supervisor and your own extension. You can choose supervisor or agent and supervisor. We'll use the second option at the end of this lab.
• Display size must be greater than 500×500 pixels. Set browser zoom to 100%.

When you sign in, you'll see:

1. Home Page: Default landing page; consolidated view of key contact center metrics and filters. Admin can customize via the layout JSON file.
2. Task: All tasks for dual role (supervisor+agent) or supervisor — interactions (voice/chat/email/social) plus monitoring. Badge shows unaccepted requests.
3. Team Performance: Real-time info about agents and a consolidated view of agent performance. You can also monitor and send 1:1 messages.

Supervisor Desktop UI supports 30 languages. UI language is based on browser preference.

Team Performance Details columns

You can customize this view to show/hide columns or group information.

Chat with your agents

Webex messaging features are enabled in both Agent and Supervisor desktops:

• Click Send Message button.
• Type a message to send to your agent.
• On the agent side, observe the message notification received.
• The agent clicks the Webex logo to open Webex app embedded in the Agent Desktop and reply.
• The supervisor sees the message notification.

Monitor calls

• From Team Performance Details, click the Review and Monitor icon for a connected agent.
• Click Start Monitoring. Supervisor can monitor other call types: callbacks, outdial calls, outbound preview campaign calls.
• An incoming popover appears and the softphone rings. Accept the call.
• The monitored call is displayed with agent and customer details, call variables (max 6 defined in Flow configuration), and Contact History (last 24 hours).
• You can pause the monitoring and start again.

Particular case when a supervisor is also an agent

• When signing in, choose either the supervisor role or supervisor AND agent role (depends on team assignment).
• In dual role, your agent status appears in the header of the Desktop.
• If you choose to monitor a call, your status is set to Engaged and you cannot take other calls as an agent.

Congratulations, you have completed this lab! Continue with Lab 5 — Analyzer Deep Dive.