Cisco Cisco IPCC Web Option Maintenance Manual
Cisco Unified Contact Center Enterprise Agents
This chapter explains the concepts you must be familiar with when setting up agents for your
Unified CCE contact center.
Unified CCE contact center.
This chapter contains the following topics:
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About Administering Cisco Unified Contact Center Enterprise Agents
This section provides information about the Cisco Unified Contact Center Enterprise agent,
including associating the agent with database records and agent desk settings.
including associating the agent with database records and agent desk settings.
What is a Cisco Unified Contact Center Enterprise Agent?
An agent is an individual who handles customer contact within your contact center. In a Unified
CCE configuration, you can create two types of agents:
CCE configuration, you can create two types of agents:
Description
Agent type
Agents able to receive telephone calls. You can also configure
Voice-only agents to receive non-voice requests such as chat,
blended collaboration, and email.
Voice-only agents to receive non-voice requests such as chat,
blended collaboration, and email.
Voice-only agents
Agents able to receive voice calls and requests from other
media. You can also configure multichannel agents to only
media. You can also configure multichannel agents to only
Multichannel agents
Administration Guide for Cisco Unified Contact Center Enterprise & Hosted Release 8.0(1)
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Chapter 1