Cisco Mobile Supervisor
While the Cisco Mobile Supervisor Application has been out for over a month now for the iPhone/iPod Touch, my site was down, and I didn't get to post about it, so I'm doing it now, as a few people have been asking me about it, and wanting to see a few of the screens.
Mobile Supervisor provides a pretty basic interface to monitor the call center, and it's a free download from the App Store. While most call centers that I've done in the past use some sort of wall board for this type of functionality, from a Supervisors standpoint this is still pretty neat when sitting in meetings all day away from the call center. (Of course, if you have a laptop, you can still just fire up CSD there, but if you've got an iPhone, why wouldn't you geek out and do this?!)
Once you've downloaded the app, you configure it from the iPhone Settings screen. Scroll to the bottom and the configuration will show up along with your other apps. You'll need to fill out your UCCX server information here and as you can see, the app does support HA deployments. You can also setup your thresholds for "alert" status on the screens: (Click on any of the thumbnails for a larger image.)
Upon launch of the application, you'll need to login to your UCCX server (Don't worry, it will remember your login between sessions):
Once you're logged in, you'll see your teams listed that you're configured for. Under each of those, you'll be able to break down into the CSQs, or individual agents. My one complaint here is that even if agents are not logged into the system, it still shows all of them.
Under the CSQs, you can get the same information that you could from the Supervisor Desktop:
Overall, cool little app. Not sure that it will see a lot of use out in the field (as I don't know of a lot of call center supervisors running around with iPhones), but I love the fact that Cisco is actually putting out these types of apps for their users.
Cisco's Quick Start Guide can be found here and their video datasheet for Mobile Supervisor can be found here (no iphone demo in the video).
