Cisco Cisco Unified Contact Center Express 10.0(1) User Guide
Cisco Agent Desktop User Guide
28
December 12, 2013
To modify a data field:
1. Double-click the field to modify. The Edit Enterprise Data window appears
(
Figure 7).
2. Modify the data.
3. Click OK.
Call Activity
displays the call activity for the selected call.
NOTE: In some cases, a call can be on multiple devices
simultaneously. For example, if a call is placed in multiple queues or
is conferenced to multiple extensions, the call activity section displays
the sum of duration of the call on the device and the duration for
which the call was in the queue. The total duration is the sum of all
durations, some of which might overlap.
simultaneously. For example, if a call is placed in multiple queues or
is conferenced to multiple extensions, the call activity section displays
the sum of duration of the call on the device and the duration for
which the call was in the queue. The total duration is the sum of all
durations, some of which might overlap.
NOTE: If a call is RNA (ring no answer) at one agent and then the call
is rerouted to and answered by another agent, the total time shown in
is rerouted to and answered by another agent, the total time shown in
Figure 7.
Edit Enterprise Data window with ANI field selected for editing
Table 11.
Call Activity fields
Field
Description
Device
List of devices the call passed through.
Type
Type of device the call passed through.
Description
Description of the device the call passed through.
Total
Sum of all the durations listed.