Cisco Cisco Unified Contact Center Express 10.0(1) User Guide
December 12, 2013
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Cisco Agent Desktop User Guide
Introduction
Cisco Agent Desktop for Cisco Unified Contact Center Express (Unified CCX) 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.
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.
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. Agents can also answer customer e-mail
using the optional Agent E-Mail feature. The optional integrated browser enables
agents to access intranet and internet web pages to enhance their ability to assist
customers. The optional integration with Cisco Unified Presence makes it possible
for agents to send instant messages to non-agent subject matter experts to help
them assist customers.
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. Agents can also answer customer e-mail
using the optional Agent E-Mail feature. The optional integrated browser enables
agents to access intranet and internet web pages to enhance their ability to assist
customers. The optional integration with Cisco Unified Presence makes it possible
for agents to send instant messages to non-agent subject matter experts to help
them assist customers.
What’s New In This Release
Agent Desktop 10.0 includes the following new features:
■
Support for JRE 1.7 Update 45
■
Support for Internet Explorer 9
Obtaining Documentation and Submitting a Service
Request
Request
For information on obtaining documentation, submitting a service request, and
gathering additional information, see the monthly What’s New in Cisco Product
Documentation, which also lists all new and revised Cisco technical
documentation, at:
gathering additional information, see the monthly What’s New in Cisco Product
Documentation, which also lists all new and revised Cisco technical
documentation, at: