Cisco Cisco Agent Desktop 10.0 User Guide

June 2007

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Cisco Agent Desktop User Guide 

Introduction

Cisco Agent Desktop for Cisco Unified Contact Center Enterprise and Hosted, Windows 
client edition, is a robust computer telephony integration solution that is easy to 
install, configure, and manage. It provides agents with powerful tools to increase 
productivity, reduce operational costs, and improve customer satisfaction. 

Cisco Agent Desktop provides call control capabilities—such as call answer, hold, 
conference, and transfer, and ACD state control—ready/not ready, wrap up, etc. 
Customer information is presented to the agent through an enterprise data window 
and an optional screen pop. Cisco Agent Desktop requires minimum screen real 
estate and enables agents to customize its functionality to meet their individual 
needs.

What’s New In This Release

Cisco Agent Desktop 7.2 includes these new features:

■

The interface supports the Microsoft Windows High Contrast Mode display 
setting to increase accessibility

■

The interface has been updated to the Microsoft 2003 theme

■

Reason Code and Wrap-up Data dialog boxes are now sortable 

■

If enabled by the administrator, the agent has control of how the Agent 
Desktop window behaves

■

If enabled by the administrator, the agent is notified that a workflow-initiated 
recording of a call is being made by the display of the recording icon next to 
the call apearance