Contact Center monitoring from your iPhone/iPod Touch on Cisco UCCX (IPCC Express)
Call center supervisors are always busy, they need to monitor the queues, guide the agents, make sure customers are getting the answers they need and in a timely manner. Back in the days, when I was a support engineer, it was always an intense schedule and taking a lunch break or attending a short meeting was always a complicated task. In those days, I wish we had the tool that is now available for free if you are using Cisco’s Contact Center Express (UCCX).
All you need to do in order to use this is to download the application from Apple’s app store (user account is required), optionally set a VPN on the iPhone (only if you are off site or don’t use wifi), set the server ip address, login and start monitoring your contact center.
This does not replace proactive management of your system; it’s easy to miss a high caller load, even if you constantly monitor the supervisor screen. One of the proactive monitoring methods is by using an email alert, as explained here. Then even if you are off site, you can quickly respond by identifying the logged in agents and the queues which are overloaded.
After the install you should go to settings, select the supervisor section and configure your system parameters, as can be seen in the following screen:
The first screen you are going to see is your teams screen, an example can be seen below:
Then selecting a team will allow you to dive into the information about the queues, agents and so forth. Some more screen shots are shown below:
This application is not supported by TAC, user manual is available at https://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/supervisor/user/guide/sup_qs.pdf and there is an email address which can be used to get some help.
Pretty slick, don’t you think?
