Cisco Cisco Agent Desktop 9.0 Technische Referenzen
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Cisco Supervisor Desktop Quick Reference
IP Contact Center Enterprise Edition 6.0(2)
1
Supervisor Desktop Window
2
Toolbar
3
Common Tasks
Sending Chat Messages
Chat allows you to send instant messages to agents on your team and to other
supervisors.
supervisors.
Step 1
On the toolbar, click Chat.
Step 2
In the Chat Selection window, check the check box next to the name of the
person(s) with whom you wish to chat, and then click OK.
person(s) with whom you wish to chat, and then click OK.
Step 3
In the Chat Session window, type your message in the text entry field, and
then click Send.
then click Send.
If you want your message to pop up on the recipient’s screen for immediate
notice, check the High Priority check box.
notice, check the High Priority check box.
Step 4
To end a chat session, click Close in the upper right-hand corner of the Chat
Session window.
Session window.
Viewing Reports
Agent Reports
Agent reports are viewed in the Data View pane. You access them by selecting the
agent’s name on the tree control and then choosing a report to view from the Reports
menu. The available reports are the Agent Call Log, the Agent ACD State Log, and
the Agent Detail (the default).
agent’s name on the tree control and then choosing a report to view from the Reports
menu. The available reports are the Agent Call Log, the Agent ACD State Log, and
the Agent Detail (the default).
Team Reports
Team reports are access through the Reports button on the toolbar, or by choosing
Reports > Team Reports on the menu bar. Either method displays the Team Reports
window. The available reports are the Team Agent Statistics Report, the Team Agent
State Report, and the Team Skill Statistics Reports.
Reports > Team Reports on the menu bar. Either method displays the Team Reports
window. The available reports are the Team Agent Statistics Report, the Team Agent
State Report, and the Team Skill Statistics Reports.
All reports can be sorted in ascending/descending order by clicking on any column
header.
header.
Quick Reference