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Cisco Agent Desktop 9.0
User Guide
Cisco Cisco Agent Desktop 9.0 User Guide
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Contents
March 25, 2013
Cisco Supervisor Desktop User Guide 5
■
Introduction 5
Intended Audience 5
What’s New in This Release 5
Obtaining Documentation and Submitting a Service Request 6
Documentation Feedback 6
■
Supervisor Desktop Feature Levels 7
■
Logging into Supervisor Desktop 8
Login Notes 8
Changing Your Password 9
Access Through a VPN From Behind a NAT Firewall or Router 9
VPN Tunneling 10
■
Automated Updates 11
■
The Supervisor Desktop Window 12
Setting Preferences 14
Agent Tree 16
Formatting Agent Names in the Agent Tree 17
Restoring the Interface Default Layout 17
Accessibility 18
Toolbar Buttons and Shortcut Keys 18
Integrated Browser Pane 21
Status Bar 21
■
Real Time Displays 22
Team Skill Statistics 22
Skill Summary Statistics 23
Skill Agent State 25
Team Agent Statistics 26
Team Agent State 27
Agent vs. Team Statistics 28
Agent Call Log 31
Agent ACD State Log 32
Agent Active Call 33
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