Cisco Cisco Agent Desktop 9.0 Technische Referenzen
Corporate Headquarters
Cisco Systems, Inc.
170 West Tasman Drive
Cisco Systems, Inc.
170 West Tasman Drive
San Jose, CA 95134-1706
USA
http://www.cisco.com
USA
http://www.cisco.com
Tel:
408 526-4000
800 553-NETS (6387)
800 553-NETS (6387)
Fax: 408 526-4100
Copyright © 2005 Cisco Systems, Inc. All rights reserved. Cisco, Cisco IOS, Cisco Systems, and the Cisco Systems logo are registered trademarks of Cisco Systems,
Inc. or its affiliates in the United States and certain other countries. All other brands, names, or trademarks mentioned in this document or Website are the property
of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0401R)
Inc. or its affiliates in the United States and certain other countries. All other brands, names, or trademarks mentioned in this document or Website are the property
of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0401R)
Printed in the USA on recycled paper containing 10% postconsumer waste.
Cisco Supervisor Desktop Quick Reference
IP Contact Center Enterprise and Hosted Edition 7.0
Pushing a Web Page to an Agent
While monitoring an agent’s phone call, choose Intervention > Coach by pushing a
page. Enter the URL of the web page you want the agent to view, select the URL
update option, and then click Push.
page. Enter the URL of the web page you want the agent to view, select the URL
update option, and then click Push.
Reviewing Recordings
Choose Tools > Recorded Files to open Supervisor Record Viewer. Select the day
whose recordings you want to review. Click Extended Lifetime to include recordings
saved for 30 days. Select the recording you want to review, and click Play.
whose recordings you want to review. Click Extended Lifetime to include recordings
saved for 30 days. Select the recording you want to review, and click Play.
To tag a recording for extended archiving, select the recording and then click the Set
extended Lifetime button. The recording will be saved for 30 days.
extended Lifetime button. The recording will be saved for 30 days.
Setting Up a Supervisor Work Flow
Step 1
Choose Tools > Supervisor Work Flow Administrator, and then click Add.
Step 2
Enter a name for the new work flow, and then click OK.
Step 3
Select the skill groups you want the work flow to apply to, and then click
OK.
OK.
Step 4
Set up the parameters for the work flow:
a.
Select the statistics the thresholds apply to (Calls Waiting and/or Current
Oldest).
Oldest).
b.
Set the upper and lower limits for the thresholds.
c.
For each threshold, set up an the action to be triggered when the threshold
is crossed.
is crossed.
Step 5
Click OK to enable the work flow.
Quick Reference