Cisco Cisco Agent Desktop 9.0 Betriebsanweisung
Cisco Desktop Product Suite 4.6: Desktop Administrator User’s Guide
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February 24, 2005
Wrapup Data
Wrapup data descriptions are used by contact centers for purposes such as
tracking the frequency of different activities, or identifying the account to which to
charge a call, among others. Wrapup data is set up and maintained, and
automated state changes are enabled, using the Wrapup Data Editor dialog box
(Figure 3-35).
tracking the frequency of different activities, or identifying the account to which to
charge a call, among others. Wrapup data is set up and maintained, and
automated state changes are enabled, using the Wrapup Data Editor dialog box
(Figure 3-35).
Figure 3-35.
Wrapup Data Editor dialog box.
In Agent Desktop, the agent selects the appropriate wrapup data description
from the popup window at the beginning of the wrapup work time for a call. The
value the agent selects appears in the Termination_Call_Detail record for the call
in the ICM database.
from the popup window at the beginning of the wrapup work time for a call. The
value the agent selects appears in the Termination_Call_Detail record for the call
in the ICM database.
NOTE:
To allow Desktop Administrator to properly manage wrapup data,
you must configure the following Enterprise Desk Settings options in
Configure ICM as optional:
Configure ICM as optional:
■
Work mode on Incoming
■
Work mode on Outgoing