Cisco Cisco Agent Desktop 8.0 Betriebsanweisung
Cisco Supervisor Desktop User Guide 7.1
42
November 2006
Example: Setting Up a Supervisor Work Flow
The following is a step-by-step illustration of setting up a supervisor work flow. This
work flow:
work flow:
■
Changes the skill group name color to green and displays “Below” next to it
in the Skill Groups tree control when there are less than 2 calls waiting, or if
the current oldest call is less than 1 minute old
in the Skill Groups tree control when there are less than 2 calls waiting, or if
the current oldest call is less than 1 minute old
■
Changes the skill group name color to blue and displays “Caution” when
there are 2 to 5 calls waiting, or if the current oldest call is between 1 and 5
minutes old
there are 2 to 5 calls waiting, or if the current oldest call is between 1 and 5
minutes old
■
Changes the skill group name color to red and displays “Warning” when
there are more than 5 calls waiting, or if the current oldest call is more than 5
minutes old
there are more than 5 calls waiting, or if the current oldest call is more than 5
minutes old
To set up the example 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 the name Customer Management, and then click OK.
The Skill Group Selection dialog box appears.
4. Select the skill groups 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.
Groups pane. Click OK when finished.
The Supervisor Work Flow Setup dialog box appears.
5. Select the Calls Waiting check box and set the lower limit to 2 and the upper
limit to 5.
6. Select the Current Oldest check box and set the lower limit to 1 minute and
the upper limit to 5 minutes.