Cisco Cisco Agent Desktop 8.0 Datenbogen

Data Sheet

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Cisco Agent Desktop

Cisco Agent Desktop is a Microsoft Windows-based client application that gives agents a full-featured user interface

for managing their calls and work state directly from their desktops using supported Cisco Unified IP Phones or the

Cisco IP Communicator softphone. Flexible in presentation, the Cisco Agent Desktop can be easily configured to

meet the varied and specific needs of the customer contact center.

Essential customer information is presented to the agent through an enterprise data window and integrated screen

pops. Screen pop to a third-party application can be achieved using the Cisco Agent Desktop powerful CTI work flow

engine that initiates a variety of integration actions with call metadata to other Windows and web-based applications

with minimal software development (Figure 1).

Figure 1. Cisco Agent Desktop with Integrated Multitabbed Browser (Premium edition)

Cisco Agent Desktop features include:

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Call control: Agents can perform third-party call control including answer, hold, conference, and transfer calls

using dashboard toolbar buttons.

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Agent automatic-call-distributor (ACD) state control: Agents can log in, control their ready state, and provide

reason codes for these state changes.

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Screen pop options: Screen pops display caller data and caller-entered information.

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Support for Cisco Unified Mobile Agent: This support allows agents to be part of the virtual contact center

workgroup from any remote location, keeping operating and support costs to a minimum.

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Wrap-up codes: At the conclusion of a call, the Cisco Agent Desktop can present an agent with the wrap-up

dialog to categorize the nature of the call.

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Agent chat: Agents can exchange instant messages with other agents, supervisors, or Cisco Unified

Presence-enabled subject matter experts.

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Real-time reporting: Agents can see consolidated skill-group statistics directly on their desktop application.