Cisco Cisco Agent Desktop 9.0 Betriebsanweisung
Wrap-up Data
August 18, 2015
51
value that the agent selects appears in the Termination_Call_Detail record for the call
in the Unified ICM database.
in the Unified ICM database.
NOTE: Wrap-up data entered by an agent after transferring a call is
written only to the Recording and Statistics database and not to the
Unified ICM database, and appears in the standard real time displays
(reports) in Cisco Agent Desktop and Cisco Supervisor Desktop. In all
other cases where wrap-up data is entered, the wrap-up data is
written to both databases and appears in any reports that include
wrap-up data.
written only to the Recording and Statistics database and not to the
Unified ICM database, and appears in the standard real time displays
(reports) in Cisco Agent Desktop and Cisco Supervisor Desktop. In all
other cases where wrap-up data is entered, the wrap-up data is
written to both databases and appears in any reports that include
wrap-up data.
Relationship between Unified ICM and Desktop
Administrator Regarding Wrap-up Data
Administrator Regarding Wrap-up Data
You can configure Unified ICM alone or in conjunction with Desktop Administrator to
manage after-call work with or without prompting the agent to enter wrap-up data.
manage after-call work with or without prompting the agent to enter wrap-up data.
The configuration scenarios in
have been
tested.
Table 11.
Scenario 1
ICM Agent Desk Setting
• Work mode on Incoming is set to Required
*
• Wrap up time is configured
* Do not use the Required with Data option in this scenario. If no wrap-up data is configured in
Desktop Administrator, Agent Desktop will not function properly because the required wrap-up data
is not available.
Desktop Administrator
Settings
Settings
• No settings are configured
Result
The agent automatically enters a wrap-up state for the
configured wrap-up time after the call is terminated.
When the wrap-up time is over, the agent transitions
to the state in which he or she was before the call
arrived.
configured wrap-up time after the call is terminated.
When the wrap-up time is over, the agent transitions
to the state in which he or she was before the call
arrived.
Table 12.
Scenario 2
ICM Agent Desk Setting
• Work mode on Outgoing is set to Required
*
• Wrap up time is configured
Desktop Administrator
Settings
Settings
• No settings are configured