Cisco Cisco Agent Desktop 8.0 Technische Referenzen
1
Supervisor Desktop Window
2
Toolbar
Button Name
Shortcut
Description
Refresh
Ctrl-F
Updates the information in the Data View
pane.
pane.
Logout
Ctrl-L
Logs the selected agent out of the IP Contact
Center (IPCC) server.
Center (IPCC) server.
Ready
Ctrl-E
Puts the selected agent into the Ready state
(available to receive routed calls).
(available to receive routed calls).
Not Ready
Ctrl-N
Puts the selected agent into the Not Ready
state (not available to receive routed calls).
state (not available to receive routed calls).
1
Team View pane—Displays the supervisors and logged-in agents for the selected
team.
team.
2
Team Selection list—Use this drop-down list to choose the team to view.
Supervisor Desktop performs all tasks (monitoring, recording, sending messages,
etc.) on the team you choose from this list.
Supervisor Desktop performs all tasks (monitoring, recording, sending messages,
etc.) on the team you choose from this list.
3
Voice Monitor volume slider—Use this slider to adjust the speaker volume.
4
Data View pane—Displays agent statistics or call information, depending on the
option you select inthe Team View Pane.
option you select inthe Team View Pane.
5
Text entry pane—Type Team Performance Messages (TPMs) messages in this text
field.
field.
6
Status bar—Shows the current status of Supervisor Desktop. Double-click the
Service Status section to learn what features are available at any time.
Service Status section to learn what features are available at any time.
3
Common Tasks
Sending a Team Performance Message (TPM)
Use TPMs to send announcements to all agents on the team you are currently
monitoring. The TPM scrolls across the Agent Desktop TPM pane. If you want to
send a stationary TPM, you must uncheck the Scroll Team Messages check box.
monitoring. The TPM scrolls across the Agent Desktop TPM pane. If you want to
send a stationary TPM, you must uncheck the Scroll Team Messages check box.
Step 1
From the Team Selection list, choose the team to which you want to send the
message.
message.
Step 2
In the Expires at field, choose a time for the message to expire. The default
length of time a TPM runs is 30 minutes.
length of time a TPM runs is 30 minutes.
Step 3
Enter your message in the text entry pane, and then click Start.
You can click Stop to stop the message before it expires.
Work Ready
Ctrl-D
Puts the selected agent in the Work Ready
agent state.
agent state.
Work Not
Ready
Ready
Ctrl-Y
Puts the selected agent in the Work Not Ready
agent state.
agent state.
Barge-In
Ctrl-B
Adds you to an agent’s phone call—a forced
conference.
conference.
Intercept
Ctrl-I
Intercepts an agent’s phone call and
disconnects the agent from it—a forced
transfer.
disconnects the agent from it—a forced
transfer.
Chat
Ctrl-J
Opens the Chat window so you can send an
instant message to an agent or another
supervisor.
instant message to an agent or another
supervisor.
Reports
Ctrl-Q
Opens the Reports window.
Start Record
Ctrl-R
Starts recording the selected phone call
(Enhanced and Premium versions only).
(Enhanced and Premium versions only).
Stop Record
Ctrl-S
Stops recording the selected phone call.
(Enhanced and Premium versions only).
(Enhanced and Premium versions only).
Start Voice
Monitor
Monitor
Ctrl-A
Starts voice monitoring of the selected agent.
Stop Voice
Monitor
Monitor
Ctrl-P
Stops voice monitoring of the selected agent.
Button Name
Shortcut
Description