Cisco Cisco Agent Desktop 8.0 Datenbogen
Data Sheet
© 2008 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information.
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Agent or supervisor chat: Agents and supervisors can exchange messages one on one or
in a conference with other agents or Cisco Unified Presence-enabled subject matter
experts.
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Phone directory: The phone directory displays the phone book to automate dialing of an
outgoing call.
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Real-time reporting: Agents can see their real-time statistics directly on their desktop
application.
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Agent state log: Work state changes are logged with a time and date stamp to allow
detailed tracking and troubleshooting of agent state transitions.
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Contact appearance: The application displays data about the agent's current call status.
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Integrated multitabbed browser (Figure 2): This feature provides a multitabbed browser
application within Cisco Agent Desktop to improve productivity in processing a customer
request. You can also use the integrated browser in event-triggered workflows to automate
a screen pop. This feature is available only with the Premium version of Cisco Agent
Desktop.
Figure 2. Cisco Agent Desktop: Premium Version with Integrated Multitabbed Browser
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Screen pop options (available for most Windows- or browser-based applications on an
agent's desktop):