An agent is an individual who handles customer contact within your contact center. In a Unified CCE configuration, you can create two types of agents:

Note

In most cases, the Cisco Unified Communications Manager (Unified CM) peripheral on the Generic CUCM peripheral gateway (PG), which is set up with your initial Unified CCE installation, tracks and records the state and activity of all voice and non-voice agents. You can configure a non-voice PG rather than a Unified CM PG to monitor state and activity of agents configured as non-voice agents. However, this is optional, and is not necessary if you have a Unified CM peripheral on the Generic CUCM PG.

In the Unified ICM database, you must associate each agent with two database records.

When you create an Agent record, you have the option of associating it with an existing Person record (select Select Person). If you do not associate the Agent record with an existing Person record, a new Person record is automatically created when you create the agent.

Before you assign an agent as a supervisor, ensure that the agent has an Active Directory account.

Unified CCE agents who use multichannel software are associated with three different database records:

• The Person record in the ICM Unified CCE database

• The Agent record in the ICM Unified CCE database

• The Agent record in the database for the multichannel application

You must associate each Agent record with an agent desk setting. You use the agent desk settings configuration to associate a set of permissions or characteristics with specific agents. These settings are comparable to Class of Service settings on a PBX or ACD. Desk settings are associated with an agent when the agent is configured in the Unified ICM database. The desk settings are global in scope and you can apply them to any configured agent on any peripheral within an ICM Unified CCE configuration.

If desktop settings are not associated with a configured agent, the agent is assigned the peripheral default settings. The peripheral default settings depend on the default setting for the Generic CUCM PG the agent is logged in to.

You can organize Unified CCE voice agents into teams. A team is a collection of agents grouped for reporting purposes.

Note	A single agent can belong to only one team.

Unified ICM/CCE software allows you to group individual agents into agent teams that supervisors can manage. Agent teams are assigned to a specific peripheral, so you must assign all agents of a given team to the same Unified CM peripheral.

Unified ICM/CCE software lets you assign both Primary and Secondary supervisors to an individual team; set up your teams with both a Primary and a Secondary supervisor. This setup helps to accommodate Supervisor and Emergency assist scenarios.

Supervisors listed on the agents team list are able to view real-time statistics (using your reporting application). Supervisors can, for example, barge-in, intercept, silently monitor, and log out agents in the associated team.

For reporting purposes, you can report on agent teams and agents grouped into teams. Also, supervisors can run reports on their teams. (For more information about reporting, see Cisco Unified Contact Center Enterprise Reporting User Guide.)

Each team you set up must have an agent supervisor associated with it. You can then configure supervisory agent features, to allow the supervisor to improve monitor agent activity and assist agents on their team. When you create an agent supervisor, you must enter the following information for the supervisor:

• Windows Domain name to which the agent team belongs

• Windows User ID for the supervisor

• Windows password for the supervisor

When configuring agent teams, be aware of the following rules:

• An agent can be a member of only one agent team.

• An agent team can have only one Primary Supervisor.

• A supervisor can be a supervisor of any number of agent teams.

• A supervisor for an agent team can also be a member of that agent team.

• All agents belonging to an agent team and all supervisors for that agent team must be on the same peripheral.

• A supervisor cannot be using the Windows administrator account when logging in as supervisor.

For more information on team limits, see the appendix on system requirements in the Solution Design Guide for Cisco Unified Contact Center Enterprise at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-implementation-design-guides-list.html.