To enable a contact center supervisor to access and monitor live data reports for multiple teams, the administrator should assign the supervisor as primary supervisor for one of the teams and as secondary supervisor for other relevant teams. This way, the supervisor can view the live data reports for all the teams that he or she is associated with, either as primary or secondary supervisor. The supervisor can also switch between different teams in the Cisco Finesse desktop or the Cisco Unified Intelligence Center (CUIC) web interface. For more information on how to assign primary and secondary supervisors for teams, see the Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5 (1), Chapter: Unified CCX Application Configuration, Section: Teams.
The following actions will not enable a contact center supervisor to access and monitor live data reports for multiple teams:
Take no action, because a supervisor cannot monitor more than one team: This is incorrect, because a supervisor can monitor more than one team if he or she is assigned as primary or secondary supervisor for those teams. Taking no action will prevent the supervisor from accessing and monitoring live data reports for any team.
Assign the supervisor as primary supervisor for all the relevant teams: This is not recommended, because a primary supervisor is responsible for managing and coaching the agents in a team, and having multiple primary supervisors for the same team can cause confusion and conflict. A team should have only one primary supervisor and optionally one or more secondary supervisors. A secondary supervisor can access and monitor live data reports for a team, but cannot perform other supervisory tasks, such as barge-in, intercept, or chat with agents.
Add the supervisor as a member of all the relevant teams: This is not possible, because a supervisor cannot be a member of a team. A team consists of agents who handle customer contacts, and a supervisor who oversees the performance and activities of the agents. A supervisor can be associated with one or more teams, but cannot be part of a team. References:
Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5 (1)
[Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]2, Module 1: Cisco Unified CCX Overview, Lesson 2: Cisco Unified CCX User Roles and Capabilities, Topic: Supervisor Role
