Important: ITS is discontinuing the one-button login feature in Ann Arbor and Flint on December 22, 2017. Contact Centers will then use Cisco Finesse. Cisco Agent and Supervisor Desktop will automatically be removed for MiWorkspace machines and should be uninstalled by all other groups after this date.
ITS has created a Contact Center dashboard to provide data on calls made to university contact centers. Each center can see their metrics and filter information by selected call queues.
Additional Contact Center Documentation
- Telephone: Contact Center Open/Close Utility
- Contact Center Desktop Guide - Agent Functions
- Contact Centers: Change Agent Skills & Priority in Cisco Unified Contact Center Express
- Contact Centers: Using Cisco Unified Intelligence Center Reporting
- Telephone: Contact Center Cisco Websites
- Telephone: Contact Center Customer - Recorded Prompt Instructions