Cisco Cisco Agent Desktop 8.0 Datenbogen

Data Sheet

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The desktop products can be displayed to agents and supervisors in English, French, Italian,

German, Spanish, simplified and traditional Chinese, Russian, Japanese, Korean, Brazilian

Portuguese, Dutch, Swedish, Danish, Norwegian, and Finnish.

For contact center managers or administrators, the Cisco Desktop Administrator:

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Provides the ability to configure workflows and desktop settings, and integrate business

applications in a packaged paradigm — with no programming required

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Allows effortless scaling of the Cisco Agent Desktop suite from single- to multisite IP-based

contact centers

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Offers an intuitive GUI, decreasing IT dependency and simplifying customization,

maintenance, and change management

Cisco Unified Contact Center Express also offers the option to employ Cisco Unified IP Phone

Agent using supported Cisco Unified IP Phone models. This option requires only a Cisco Unified

IP Phone for the agent; no PC is required.

Features and Benefits

Cisco Agent Desktop Client Editions for Enhanced and Premium Versions

Cisco Agent Desktop for Cisco Unified Contact Center Express Enhanced and Premium versions

allows agents to perform customer interaction directly from their desktops using supported Cisco

Unified IP Phones or the Cisco IP Communicator softphone. Basic customer interaction functions

include make/answer call, terminate call, hold call, transfer call, conference call, agent work state

control (allowing changes to the status of an agent's availability), call status display, and agent

status display (Figure 1). Customer information is presented to the agent through an enterprise

data window and optional screen pops (Figure 2).

Figure 1. Basic Customer Interaction Functions of Cisco Agent Desktop

Cisco Agent Desktop gives agents a full-featured user interface for managing calls and their work

state. Chat messaging between the agent and the supervisor or, if enabled in a Cisco Unified

Presence environment, between agents and subject matter experts allows the agent to get timely

information while assisting callers. "Reason" codes allow management to accurately track agent

state (status) changes. Cisco Agent Desktop also supports the Cisco IP Communicator softphone,

allowing the agent's PC to act as the phone instrument. Cisco Agent Desktop is extremely flexible

in presentation, requires minimal screen space, and is easily configured to meet varied and

specific needs of the customer contact center. Standard features include:

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Call control: The agent softphone can answer/drop, hold/unhold, conference, and transfer

calls using dashboard toolbar buttons.

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Agent automatic-call-distributor (ACD) state control:

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Ready or not ready