Creating, Modifying, And Deleting Teams - Cisco CRS-1 - Carrier Routing System Router Administration Manual

Chapter 4 Provisioning Cisco Unified CCX
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.
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Wrapup Time A system-wide parameter that determines how long the agent can stay in the Work
state.
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Step 4

Creating, Modifying, and Deleting Teams

Note
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.
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.
Click Update to apply changes.
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.
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.
Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Creating, Modifying, and Deleting Teams
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