Cisco Cisco Agent Desktop 9.0 Betriebsanweisung
Cisco Supervisor Desktop User Guide
56
February 12, 2013
Creating Supervisor Work Flows
Using the Supervisor Work Flow Administrator feature, you can configure your desktop
to perform certain actions based on queue statistics for calls waiting and calls in
queue for specified skill groups or precision queues.
to perform certain actions based on queue statistics for calls waiting and calls in
queue for specified skill groups or precision queues.
These work flows apply only to you, not to any other supervisors, and are available to
you no matter where you log into Supervisor Desktop. They are tied to your login
information.
you no matter where you log into Supervisor Desktop. They are tied to your login
information.
In general, work flows consist of events, thresholds, and actions.
■
The event that triggers an action is a queue statistics update. Queue statistics
are updated once every 5 seconds.
are updated once every 5 seconds.
■
The threshold the event must meet is one or both of the following:
— The number of calls waiting is below, within, or above specified limits
— The oldest call in queue is below, within, or above specified time
durations
■
The actions triggered by meeting the rules can be:
— Change the color of the skill group or precision queue name in the tree
control and/or add a message next to it
— Highlight data in the tabular real time display
— Display a popup message on your desktop
— Play a *.wav file on your desktop
— Send an email to selected recipients
For example, you can set up a work flow so that when there are more than 10 calls
waiting in the queue for Skill Group 6500, the skill group or precision queue name in
the Skill Groups tree turns red and an audible warning sounds every 15 seconds.
waiting in the queue for Skill Group 6500, the skill group or precision queue name in
the Skill Groups tree turns red and an audible warning sounds every 15 seconds.
To set up a supervisor work flow:
1. Choose Tools > Supervisor Work Flow Administrator. The Supervisor Work
Flow List dialog box appears.
2. Click Add. The Add New Work Flow dialog box appears.
3. Enter a name for your new work flow, and then click OK. The Skill Group
Selection dialog box appears.
4. Select the skill groups or precision queues you want your work flow to apply to
from the Available Skill Groups pane and use the arrows to move them to the
Selected Skill Groups pane. Click OK when finished. The Supervisor Work Flow
Setup window appears (
Selected Skill Groups pane. Click OK when finished. The Supervisor Work Flow
Setup window appears (