Cisco Cisco Agent Desktop 8.0 Betriebsanweisung
Cisco Agent Desktop User Guide
26
December 4, 2012
Thresholds
A threshold is the acceptable amount of time a call can remain at a particular device
or contact center. Your administrator might assign caution and warning threshold
values to each device type, as well as a total threshold value for a call.
A threshold is the acceptable amount of time a call can remain at a particular device
or contact center. Your administrator might assign caution and warning threshold
values to each device type, as well as a total threshold value for a call.
If a call remains at a device longer than the defined caution and warning thresholds, a
caution or warning icon is displayed in the call activity pane next to the device. These
icons are:
caution or warning icon is displayed in the call activity pane next to the device. These
icons are:
Integrated Browser Pane
The integrated browser pane allows you to view internet and intranet web pages to
help you assist customers. Your administrator can configure a specific website to
display as your home page, and add a list of work sites (similar to web browser
“favorites”) that allow you to navigate to frequently-used websites quickly.
help you assist customers. Your administrator can configure a specific website to
display as your home page, and add a list of work sites (similar to web browser
“favorites”) that allow you to navigate to frequently-used websites quickly.
The integrated browser pane has the following parts:
■
Integrated browser toolbar
■
Work Sites drop-down list
■
Editable Address field (if configured by the administrator)
■
Browser
The integrated browser has from one to six tabs, each of which can display a different
web page. The first tab is reserved for pages that your supervisor pushes to you to
assist you in handling calls, and the remaining tabs are for general use. The number
of tabs depends on the settings your administrator has configured.
web page. The first tab is reserved for pages that your supervisor pushes to you to
assist you in handling calls, and the remaining tabs are for general use. The number
of tabs depends on the settings your administrator has configured.
For more information about this pane, see
Total
Sum of all the durations listed.
Caution
Warning
Table 10.
Call Activity fields (cont’d)
Field
Description