Cisco Cisco Unified Contact Center Enterprise 8.5(1) Notas De La Versión
Chapter 4 Unified Contact Center Enterprise Desktop
Cisco Unified Contact Center Enterprise 8.x SRND
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Supervisors can use the Supervisor Record Viewer to review recordings and mark selected recordings for
extended retention. The supervisor can also save recordings for permanent retention in a format that can be
played by any media player.
extended retention. The supervisor can also save recordings for permanent retention in a format that can be
played by any media player.
For more information about Supervisor Desktop features and capabilities, see the
Cisco Desktop Administrator
Cisco Desktop Administrator enables an administrator to configure the CAD services and CAD client
applications. Individual work flow groups containing agents and supervisors can be configured separately
to provide specific functionality to particular groups of agents.
applications. Individual work flow groups containing agents and supervisors can be configured separately
to provide specific functionality to particular groups of agents.
Desktop Administrator consists of two components:
• Cisco Desktop Work Flow Administrator, a Windows-based application
• Cisco Desktop Administrator, a web-based application
• Cisco Desktop Administrator, a web-based application
Cisco Desktop Work Flow Administrator is used to configure the following:
• Dial strings
• Phone books
• Reason codes
• Wrap-up data
• Record/monitor notification
• Work flow groups
• Phone books
• Reason codes
• Wrap-up data
• Record/monitor notification
• Work flow groups
Dial strings, phone books, reason codes, and wrap-up data can be configured on the global and work flow
group level.
group level.
Work flows and user interfaces can be configured for specific agent types (CAD agents and CAD-BE
agents).
agents).
Cisco Desktop Administrator is used to configure the following:
• Enterprise data fields and layouts
• Silent monitoring and recording
• Personnel and assigning users to work flow groups
• Cisco Unified Presence settings
• Silent monitoring and recording
• Personnel and assigning users to work flow groups
• Cisco Unified Presence settings
For more information about Cisco Desktop Administrator features and capabilities, see the
Cisco Desktop Monitoring Console
The Cisco Desktop Monitoring Console is a Java application that monitors the status of the CAD services.
It provides a convenient interface for an administrator to use to get real-time information about the CAD
system.
It provides a convenient interface for an administrator to use to get real-time information about the CAD
system.