Cisco Cisco Agent Desktop 8.0 Betriebsanweisung
January 16, 2013
251
screen pop
The delivery of caller-specific information onto the agent’s computer screen
(“populating” the screen).
(“populating” the screen).
S
seat
An instance of Agent Desktop, Supervisor Desktop, or other CAD applications.
secondary server
In a duplex environment, the backup server. If the primary server fails, the
secondary server takes over.
secondary server takes over.
shortcut key
A keyboard key or key combination (also known as a “hotkey” or “keyboard
accelerator key”) that invokes a particular command that is generally faster to use
than clicking the mouse through a menu.
accelerator key”) that invokes a particular command that is generally faster to use
than clicking the mouse through a menu.
Shutdown event
The event that occurs when Agent Desktop shuts down. See event.
skill
An ability (expertise in a particular type of software, fluency in a foreign language,
for example) of a contact center agent. Calls can be routed based on agent skills
(skill-based routing) for better customer service.
for example) of a contact center agent. Calls can be routed based on agent skills
(skill-based routing) for better customer service.
soft phone
A software phone, such as Agent Desktop’s dial pad.
Startup event
The event that occurs when Agent Desktop starts up. See event.
status bar
The area on the Agent Desktop or Supervisor Desktop interface that displays the
status of the agent and of the CAD system.
status of the agent and of the CAD system.
Stealth mode
A display mode in which an application appears as an icon in the system tray
unless maximized by the agent.
unless maximized by the agent.
supervisor
The leader and/or manager of a team of agents.