UCCX 12.5 - Supervisor Training Information

Cisco Unified Contact Center Express (UCCX) is used by groups on campus with large call volume. Agents use a browser-based software, Finesse, with their telephone (either a physical telephone or Jabber) to manage their calls. This is a list of the documentation used to train new supervisors on UCCX.

  1. UCCX 12.5 - Agent Finesse Login/Logout
  2. UCCX 12.5 - Finesse Supervisor Layout
  3. UCCX 12.5 - Changing an agent state by a supervisor
  4. UCCX 12.5 - Monitoring agent's calls in Finesse
  5. UCCX 12.5 - Team Messages
  6. UCCX 12.5 - Agent Skilling
  7. UCCX 12.5 - Queue changes by supervisor  
  8. UCCX 12.5 - Reporting for Supervisors Overview
  9. UCCX 12.5 - How to run a report in Cisco Unified Intelligence Center
  10. UCCX 12.5 - Schedule a report in Cisco Unified Intelligence Center
  11. UCCX 12.5 - Using the calendar function
  12. Cisco Contact Center Express - Adding/Deleting/Changing Agents

See Also:

If you need further help, please contact the DoIT Help Desk for assistance

Keywords:cisco contact center express call center Finesse agent agents phone telephone supervisors train info documentation   Doc ID:110014
Owner:ELIZABETH C.Group:Voice Services
Created:2021-03-31 07:58 CDTUpdated:2022-11-15 12:36 CDT
Sites:DoIT Help Desk, Voice Services
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