Cisco Cisco Agent Desktop 9.0 Betriebsanweisung
Cisco Desktop Administrator User Guide 7.1
76
November 2006
Work Flow Groups
Use the Work Flow Groups function to create and configure agent work flow groups.
Figure 44.
Accessing Work Flow Group functions in the navigation tree.
Under the Work Flow Groups node are individual work flow groups. Initially there is a
default work group, which can be edited, renamed, or deleted. You can also create
additional custom work flow groups.
default work group, which can be edited, renamed, or deleted. You can also create
additional custom work flow groups.
When you click on a work flow group, the elements that make up that work flow group
appear as subnodes:
appear as subnodes:
■
Enterprise Data. Configure enterprise data on the agent desktop for the
selected work flow group.
selected work flow group.
■
Reason Codes. Assign reason codes for the selected work flow group.
■
Wrap-up Data. Create and edit wrap-up data for the selected work flow
group.
group.
■
Phone Book. Create and edit phone books for the selected work flow group.
■
CAD Agent. Configure the user interface, voice contact work flows, and
agent management work flows for agents using Cisco Agent Desktop.
agent management work flows for agents using Cisco Agent Desktop.
■
CAD-BE Agent. Configure the user interface and voice contact work flows
for agents using Cisco Agent Desktop Browser Edition.
for agents using Cisco Agent Desktop Browser Edition.
■
IP Phone Agent. Enable agent-initiated recording for agents using the Cisco
IP Phone Agent service.
IP Phone Agent service.