Cisco Cisco Unified Contact Center Management Portal 8.5 User Guide
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User Manual for Cisco Unified Contact Center Management Portal Release 7.2
Folder The placeholders in the system for related information. For
further information see the Manage Folders topic
further information see the Manage Folders topic
Group The contact center team members who are permitted to access
the Portal. For further information see the Manage Groups topic
the Portal. For further information see the Manage Groups topic
Information Notice A means of displaying information to all users.
For further information see the Manage Information Notices topic.
For further information see the Manage Information Notices topic.
Report Parameter Set The means by which contact center data is
organized and displayed. For further information see the Manage
Reports topic
organized and displayed. For further information see the Manage
Reports topic
User The contact center members who are permitted to access the
Portal. For further information see the Manage Users topic.
Portal. For further information see the Manage Users topic.
The resource items you can create and manage are:
Person The representation of a physical person on the system. A
person can be a user and/or one or more agents. For further
information see the Manage Persons topic
person can be a user and/or one or more agents. For further
information see the Manage Persons topic
Agent A person who handles customer contacts. For further
information see the Manage Agents topic
information see the Manage Agents topic
Agent Desktop A set of permissions or settings for a particular agent,
such as how much time is allocated to wrap-up and what outbound
calls can be made. For further information see the Manage Agent
Desktops topic
such as how much time is allocated to wrap-up and what outbound
calls can be made. For further information see the Manage Agent
Desktops topic
Agent Team A group of agents, managed by one or more supervisors.
For further information see the Manage Agent Teams topic
For further information see the Manage Agent Teams topic
Skill Group A collection of agents with the same skills and assigned
to a single media routing domain. For further information see the
Manage Skill Groups topic
to a single media routing domain. For further information see the
Manage Skill Groups topic
Enterprise Skill Group A logical grouping of skill groups. These
may be from different media routing domains. For further information
see the Manage Enterprise Skill Groups topic
may be from different media routing domains. For further information
see the Manage Enterprise Skill Groups topic
Call Type A category of incoming routable task. The call type
determines the routing script that is run for the call. For further
information see the Manage Call Types topic
determines the routing script that is run for the call. For further
information see the Manage Call Types topic
Dialed Number The number dialed by the caller. This helps to
determine the call type. For further information see the Manage
Dialed Numbers topic
determine the call type. For further information see the Manage
Dialed Numbers topic
Label A string that is passed to a routing client for each network
target. For further information see the Manage Labels topic
target. For further information see the Manage Labels topic
IP Phone An IP device with a single line used by an agent to make
and receive calls. For further information see the Manage IP Phones
topic
and receive calls. For further information see the Manage IP Phones
topic
Directory Number The line connected to an IP Phone. For further
information see the Manage Directory Numbers topic
information see the Manage Directory Numbers topic
Printer For further information see the Manage Printers topic