Chapter 6: Webex Contact Center Implementation -- 6.6 Agent & Team Provisioning¶
6.6 Agent & Team Provisioning¶
6.6.1 User Profile Design (Per Chapter 3.7.3)¶
+-----------------------------------------------------------------------------+
| AGENT DESKTOP USER PROFILES - 4 PROFILES |
+-----------------------------------------------------------------------------+
| |
| UP-01: Standard_Agent_Profile |
| ======================================================================= |
| Role: Standard Agent |
| Agent Desktop: [OK] Enabled |
| Multimedia Profile: Voice only (1 call at a time) |
| Wrap-up Time: 60 seconds (auto) |
| Permissions: |
| [OK] Answer/Make calls |
| [OK] Hold/Resume |
| [OK] Transfer (Blind/Consult) |
| [OK] Conference |
| [OK] Wrap-up selection |
| [OK] View queue statistics |
| [X] Monitor other agents |
| [X] Access reports |
| [X] Change queue settings |
| Agent Count: 100 |
| |
| UP-02: Premium_Agent_Profile |
| ======================================================================= |
| Role: Premium Agent |
| Agent Desktop: [OK] Enabled |
| Multimedia Profile: Voice + 3 concurrent chats + 5 emails |
| Wrap-up Time: 90 seconds (manual) |
| Additional Permissions: |
| [OK] All Standard permissions |
| [OK] Access digital channels (Chat, WhatsApp, Email) |
| [OK] Agent Assist features |
| [OK] Screen recording (training) |
| Agent Count: 75 |
| |
| UP-03: Supervisor_Profile |
| ======================================================================= |
| Role: Supervisor |
| Agent Desktop: [OK] Enabled (can take calls) |
| Additional Permissions: |
| [OK] All Premium permissions |
| [OK] Monitor agents (listen/whisper/barge) |
| [OK] View real-time dashboards |
| [OK] Access team reports |
| [OK] Change agent states |
| [OK] Re-skill agents (temporary) |
| [X] System configuration |
| Supervisor Count: 10 |
| |
| UP-04: Admin_Profile |
| ======================================================================= |
| Role: Administrator |
| Agent Desktop: Optional |
| Additional Permissions: |
| [OK] All Supervisor permissions |
| [OK] User provisioning |
| [OK] Flow Designer access |
| [OK] Queue/Entry Point configuration |
| [OK] Reporting and analytics |
| [OK] Audit log access |
| Admin Count: 5 |
| |
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6.6.2 Team Configuration¶
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| TEAM CONFIGURATION - 8 TEAMS |
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| |
| TEAM NAME | SITE | AGENTS | SUPERVISOR | QUEUES |
| ---------------------+------------+--------+----------------+-------------|
| India_Sales_Team | Mumbai | 45 | Priya Sharma | Sales_India |
| India_Support_Team | Mumbai | 40 | Raj Kumar | Support_IN |
| India_TechSupport | Mumbai | 15 | Amit Verma | TechSupport |
| India_Billing_Team | Mumbai | 15 | Sneha Gupta | Billing |
| Chennai_Support | Chennai | 25 | Karthik Raja | Support_IN |
| India_Digital_Team | Chennai | 25 | Lakshmi Iyer | Digital |
| EMEA_Team | London | 15 | James Wilson | Sales_EMEA |
| Americas_Team | New Jersey | 10 | Mike Johnson | Sales_Amer |
| ---------------------+------------+--------+----------------+-------------|
| TOTAL | | 175 | 10 | |
| |
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6.6.3 Bulk Agent Provisioning¶
CSV Template for 175 Agents¶
| Column | Required | Example |
|---|---|---|
| Yes | agent1@abhavtech.com | |
| First Name | Yes | Priya |
| Last Name | Yes | Sharma |
| Site | Yes | Mumbai |
| Team | Yes | India_Sales_Team |
| User Profile | Yes | Standard_Agent_Profile |
| Skill Profile | Yes | Sales_India_EN_HI |
| Multimedia Profile | Yes | Voice_Only |
| Extension | Optional | 81001 |
Upload Procedure:
- Download CSV template from Control Hub
- Populate with 175 agent records
- Navigate to: Control Hub -> Users -> Bulk Manage
- Upload CSV file
- Review validation results
- Confirm import