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Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Chapter 4 Provisioning Cisco Unified CCX
Creating, Modifying, and Deleting Teams
Step 4 Click Update to apply changes.
Creating, Modifying, and Deleting Teams
A team is a group of agents who report to the same supervisor. When an agent is
assigned to a team, it means that the team’s supervisor can barge-in and/or
intercept any call being handled by the agent.
Note Barge-in is when a supervisor joins an existing call between an agent and a
customer; intercept is when the supervisor joins a call and drops the agent from
the call.
A supervisor can also monitor any CSQs that are assigned to the team that (s)he
supervises.
A team can have one primary supervisor. An optional secondary supervisor—or
supervisors—can also be assigned to a team.
Field Name Description
Automatic Work A system-wide parameter that determines whether agents involved in agent-based
routing automatically move to the Work state after a call.
• Enabled—Causes agents to go into Work state automatically when a call ends.
• Disabled (default)—Causes agents to enter Ready or Not Ready state when a
call ends, depending on the Automatic Available setting for the agent.
Wrapup Time A system-wide parameter that determines how long the agent can stay in the Work
state.
• Enabled button with seconds field—Controls how long the agent can stay in the
Work state.
• Disabled—There is no limit of how long the agent can stay in the Work state if
Automatic Work is enabled.
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