Cisco Cisco Agent Desktop 8.0 Betriebsanweisung
Americas Headquarters
Cisco Systems, Inc.
170 West Tasman Drive
San Jose, CA 95134-1706
San Jose, CA 95134-1706
USA
http://www.cisco.com
Tel:
Tel:
408 526-4000
800 553-NETS (6387)
Fax: 408 527-0883
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not imply a partnership relationship between Cisco and any other company. (0610R)
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Cisco Agent Desktop—Browser Edition
Cisco Unified Contact Center Enterprise Release 7.2
Changing Agent State
Change your agent state by clicking the appropriate Agent State button on your
toolbar. Only the agent states that are valid choices from your current agent state will
be available.
toolbar. Only the agent states that are valid choices from your current agent state will
be available.
You can change your agent state while on a call (in the Talking state). Your state will
change to the state you clicked after you hang up the call. Your agent state buttons
indicate the state you clicked, not your current state.
change to the state you clicked after you hang up the call. Your agent state buttons
indicate the state you clicked, not your current state.
Entering a Reason Code
Whenever you change to the Not Ready state or log out, you might be prompted to
enter a reason code. These codes are set up by your administrator, and describe why
you are changing your agent state.
enter a reason code. These codes are set up by your administrator, and describe why
you are changing your agent state.
To enter a reason code, choose the appropriate reason code from the popup window
and click OK.
and click OK.
Entering Wrap-up Data
Whenever you change to the Work Ready or Work Not Ready state, you might be
prompted to enter wrap-up data. The wrap-up data descriptions are set up by your
administrator, and are used to sum up the call outcome.
prompted to enter wrap-up data. The wrap-up data descriptions are set up by your
administrator, and are used to sum up the call outcome.
To enter wrap-up data, select the appropriate description from the popup window
and click OK.
and click OK.
Using the Integrated Browser
(Premium only)
The integrated browser allows you to view intranet and internet web pages while
working with CAD-BE. The web pages are displayed in a separate browser window
that contains the standard web browser toolbar and menu bar.
working with CAD-BE. The web pages are displayed in a separate browser window
that contains the standard web browser toolbar and menu bar.
You can access frequently-used websites from the Work Sites list (if set up by your
administrator), type a web address in the optional Address field to access other
websites, and return to your Home page by clicking the Home button.
administrator), type a web address in the optional Address field to access other
websites, and return to your Home page by clicking the Home button.
Your supervisor can push (send) a web page to your browser. This enables your
supervisor to assist you during a call by providing information that will help you
work with a customer.
supervisor to assist you during a call by providing information that will help you
work with a customer.