Cisco Cisco Agent Desktop 10.5 User Guide
Configuring Agents
November 19, 2013
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Select the Login ID radio button to enable agents to use their login ID for
logging in.
logging in.
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Select the Login Name radio button to enable agents to use their login
name for logging in.
name for logging in.
NOTE: The login method you choose applies to all the agents in the
contact center.
contact center.
3. Click Save. This does not impact the agents who are already logged in to their
applications. The change will go into effect the next time an agent logs in to
Agent Desktop.
Agent Desktop.
Changing an Agent’s Work Flow Group Assignment
To change an agent’s work flow group assignment:
1. Choose Personnel > Agents. The Agents page appears (
).
2. If necessary, search for the agent whose work flow group assignment you
want to change. For instructions, see
.
3. Select the desired work flow group from the Work Flow Group drop-down list
field in the agent’s row.
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To assign multiple agents to a work flow group, select the Selected check
boxes for each agent, then select the desired work flow group from the
drop-down list field above the list of agents, and then click Modify.
boxes for each agent, then select the desired work flow group from the
drop-down list field above the list of agents, and then click Modify.
4. Click Save. The agent or agents are now assigned to the specified work flow
group.
NOTE: If a recently-added work flow group does not appear in the
drop-down list, or a recently-deleted work flow group does appear in
the drop-down list, refresh the page by clicking the
Personnel > Agents link again.
drop-down list, or a recently-deleted work flow group does appear in
the drop-down list, refresh the page by clicking the
Personnel > Agents link again.