Cisco Supervisor Desktop Download ((LINK))

This problem is caused when multiple threads do not exit correctly under Agent desktop PC. When the CHAT communication on TCP Port 59000 and 59020 between Client and Server has been lost due to network interruption/outage. CAD is unable to recover from this and creates multiple Agent.exe instances.

Kill the agent.exe processes on the Task Manager and open CAD again, on the desktop computer of the agent. Then you see the agents on the Supervisor Desktop. This is a quick fix but not a permanent solution.

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When a team or skill is chosen that contains no records, a supervisor would show all members of that team. Reports do work correctly after the sync patch is installed, when a valid team or skill is selected. This is documented in the Cisco bug ID CSCsm81587 (registered customers only) .

I just upgraded my UCCX from 10.6 to 11.6. It looks like Supervisor Desktop is no longer available and now we must use Finesse instead? For our phones we use the FIPPs phone service so when I tried to access "HTTPS://ipaddress:8445/desktop" I got the error

We are using standard licenses and we have been using the ip phone agent for years but we always still got supervisor desktop with that. Are you telling me now Cisco has removed supervisor functionality from standard license?

I have a supervisor with a single team. Team includes 3 agents. When supervisor and a three agents are logged into CAD, 2 team members appear in Supervisor desktop but not the third. When a call comes into the main line, the call will successfully route to all three of the agents. Here are a few differences I've noted. 1) When looking at the main CAD window, there's a description column which, for two of the agents, is their first and last name. For the agent that isn't showing up, his description is "Extension: xxxx". Also, if you bring up the chat window on agent #3 it indicates that there are no other members in chat. When you bring up the chat window on the supervisor desktop or on the other two agent's CAD, they all show up (expect for agent #3). When I do a netstat from agent #3's PC, I can see connections to the chat server (59000) and the PC is listening on port 59020 and looks to have an established connection from the server. All PCs in this group are running Windows XP SP2 and none of them have the firewall enabled.

Yes. You must add that user to the same team. Once you do you must close both the Agent Desktop off that user and the Supervisor desktop from the supervisor. Then reopen the applications and you should see the user in there.

I have the same problem and I already tried to remove the agent and re-create it and reinstall CAD but nothing helped. first day when I do that, everything works fine, but then after agent and supervisor are logged out and logged in again, agent is not able to chat and supervisor didn't see that agent.

Do you have any idea what could be the problem. First thing that cross my mind is that supervisor was logged in all the time so maybe to log out supervisor, uninstall CAD and remove the agent. After that to recreate the agent again, assign it the right CSQ and Team, reinstall CAD and after that to log in supervisor and agent.

I have problems with the Cisco Supervisor desktop and Cisco Agent Desktop

I have 1 supervisor and 3 agents using CAD, the supervisor sees all the agents registered, but from one moment to the next there are agents that disappear from the supervisor's registry, (it is not displayed in the software of the supervisor) and has no control of the agent , I think that the agent will have retired or closed session, but the agent appears active, but after a few minutes it appears in the software

Any idea of what may be happening. this happens with any of the agents we have, it appears and disappears from the Supervisor desktop software.

Apparently you already have the Agent software application installed, uninstall the Agent software and patch(if any) and the desktop base, then you will be able to successfully run the supervisor installation. The supervisor installation includes the Agent, so that is why you are seeing this message.

Ah, that is a good point too (+5 to you Mr. Shulenberg)... I had a PC-based FW issue not too long ago, though the Supervisor desktop couldn't see any stats if I recall correctly. In either case, it is a good check as the ports used by CSD have definitely changed.

Well, if all agents are on the same team as the supervisor then I have to ask if you selected the team from the drop down list at the top of the Supervisor desktop. Maybe an erroneous question, but given that you made a significant jump in revisions (and I am not familiar with 3.5) it may be worth a quick check.

As a bit of a workaround for this issue for everyone we can modify the Finesse Desktop to

show the specific team the supervisors want by modify the XML layout via Finesse Admin. We

need to modify the URL for each of the gadgets, for instance.

2. When it is CL%20teamName -> teamName will be actually replaced by actual teamName

the supervisor belongs to. So all values of the teams he belongs to will be displayed.

teamName is a placeholder and will be replaced by the actual value passed by finesse to

cuic gadget code before sending to Cuic server.

As a bit of a workaround for this issue we can modify the Finesse Desktop to show the specific

team data and queue data the supervisors want by modifying the XML layout via Cisco Finesse

Administration page. We need to modify the URL for the teamData and queueData gadgets on

a team by team basis.

To modify the URLs on a team by team basis:

1. Go to the Cisco Finesse Admin page

2. Click on the Team Resources tab

3. Click on the name of the team the supervisor is part of under the list of teams.

Note that the supervisor needs to be an assigned resource of the team for this workaround to work.

4. By "Desktop Layout Configuration", check the "Override System Default" checkbox so that this

desktop layout is used instead of the global layout configured in the "Desktop Layout" tab.

5. Edit the URL as explained below.

For example, if a supervisor that is a resource of team "blue" wants to see team data for members of team "blue", and team "red", but not the other team data for agents not in these two teams. You will need to edit the teamData URL for team "blue" to the following:

Likewise, if a supervisor that is a resource of team "blue" wants to see CSQ data for the CSQs assigned team "blue", and team "red", but not the other CSQ data for CSQs not assigned to these two teams. You will need to edit the queueData URL for team "blue" to the following:

Additional Comment:

When you only use CL (CL=collection) in the Url -> The report will contain values for all the

collections the supervisor has permission on. A reporting user has permissions to all collections.

So, I have a question regarding the Voice CSQ Summary, Since Midnight report (viewId=C8EF510810000140000000EB0A4E5E6B). I'm using the filter string of filterId=VoiceIAQStats.esdName=%CL20teamName. This supervisor that is logged in is the supervisor of two teams. That filter string is only showing the Voice CSQ Summary for one of the teams, not both. Anyone know how to show more than one CSQ Summary Report for multiple teams without statically setting the esdName to all of the teams explicitly, like team1, team2, team3. etc...

In this section, you will act as a supervisor and perform activities. 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

In the next window, set your role as supervisor and your own extension. Please note that you can set your role either as supervisor or agent and supervisor. We will select this second option at the end of this lab.

Collaboration between agents and supervisors can help your Contact Center to be more effective and efficient for your customers and this is why we have enabled Webex messaging features in both Agent and Supervisor desktops.

To intercept a call, you must first be barged into the call (see the above instructions). While you are barged into the call, click the Drop button and then select the agent and it will drop the agent from the call and will leave the supervisor and the original caller on the line.

Once you have signed into Finesse, you will be presented with the supervisor desktop. When you first sign in, you will be in the Not Ready state. You will not receive calls until you are made ready. Here is a list of elements on the Supervisor Desktop:

Evolve your Cisco infrastructure with migration flexibility for on-premise, private cloud and public cloud. The agent desktop experience stays consistent as you evolve, eliminating additional training requirements while maintaining business rules and integrations.

What will life look like for businesses post-CAD? One word: Finesse. Cisco Finesse uses a web-based interface to address the needs of supervisors and agents alike. The most up-to-date version of Finesse is 11.6. In addition to a laundry list of new features and capabilities, Finesse 11.6 makes modernizing off CAD painless via a consistent approach to routing scripts.

Genesys Desktop is a thin-client, web-based desktop application that unifies Genesys Agent and Genesys Supervisor activities within a single user-interface. Genesys Agent Desktop streamlines the handling of customer interactions by agents in the contact center by the management of both PSTN and Internet interactions. Genesys Supervisor Desktop enables day-to-day supervisor activities in a single interface with real-time reporting by providing the tools supervisors that need to react to real-time conditions. ff782bc1db