Cisco Cisco Agent Desktop 8.0 Datenbogen
© 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information.
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Support for Cisco Unified Mobile Agent: This support allows agents to be part of the virtual contact center
workgroup from any remote location, keeping operating and support costs to a minimum.
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Wrap-up codes: At the conclusion of a call, the Cisco Agent Desktop can present an agent with the wrap-up
dialog to categorize the nature of the call.
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Agent chat: Agents can exchange instant messages with other agents, supervisors, or Cisco Unified
Presence-enabled subject matter experts.
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Real-time reporting: Agents can see consolidated skill-group statistics directly on their desktop application.
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Contact appearance: The application displays data about an agent
’s current call.
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“Hot desking” and extension mobility support: This feature provides the flexibility for agents to sit at any
available agent station while maintaining their unique settings.
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Microsoft Windows Installer (MSI)-based deployment model: MSI keeps implementation costs to a
minimum; Cisco Agent Desktop installs and upgrades more quickly and easily than traditional CTI and
desktop work flow technologies.
Cisco Agent Desktop for Cisco Unified Contact Center Enterprise Enhanced and Premium editions also include
these additional features:
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Phone directory: The searchable phone directory displays the phone book to automate dialing of an
outgoing call.
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On-demand recording: This feature enables agents to record any call on demand.
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Task automation: Using a single-click method, agents can execute frequently performed predefined actions,
such as a blind or single steps transfer to a specific extension or launching another desktop application, etc.
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Event-triggered work flows: This feature enables a sequence of actions to automatically happen when a
specific call event occurs, such as displaying a screen pop when a call is delivered to an agent, changing
agent work states when a call is dropped, or starting call recording when a call is answered.
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Integrated browser (Premium edition): This simplified multitabbed browser application within Cisco Agent
Desktop improves productivity in processing a customer request. You can also use the integrated browser
in event-triggered work flows to automate a screen pop.
Cisco Agent Desktop and Cisco Unified Presence Integration
Agents and supervisors can effectively collaborate within the Cisco Unified Contact Center by using the chat
services built into their desktop applications. In addition, Cisco Agent Desktop can be integrated with Cisco Unified
Presence, enabling agents and supervisors to extend their reach into the broader enterprise and collaborate with
relevant colleagues and subject matter experts outside the contact center. The feature helps agents connect with
experts on the first try by knowing beforehand whether they are available and how they prefer to be reached.
Both parties use familiar applications; contact center personnel use the Cisco Agent Desktop and Cisco Supervisor
Desktop (Figure 2), while subject matter experts outside of the contact center use the Cisco Unified Personal
Communicator or Cisco IP Phone Messenger.