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Cisco
Cisco Agent Desktop 9.0
Guía Del Usuario
Cisco Cisco Agent Desktop 9.0 Guía Del Usuario
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Contents
March 25, 2013
Enterprise Data 34
Call History 34
■
Monitoring Agents 36
CAD-Based Monitoring 36
Unified CM-Based Monitoring 37
■
Pushing a Web Page to an Agent 39
■
Barging In on Calls 40
■
Intercepting Calls 41
■
Recording Calls 42
■
Changing Agents’ ACD States 44
■
Using Chat 45
Predefined High-Priority Chat Messages 48
■
Using the Integrated Browser 50
Browser Toolbar 50
■
Sending Team Messages 52
■
Creating Supervisor Work Flows 54
Example: Setting Up a Supervisor Work Flow 56
Work Flow Actions 59
Audible Alert Action 59
Message Box Action 60
Report Action 61
Tree Control Action 62
Email Alert Action 62
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Re-skilling Agents 65
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Using Supervisor Record Viewer 69
■
Service Autorecovery 72
Index 7
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