Cisco Cisco Agent Desktop 10.5 Guía Del Usuario
Wrap-up Data
January 16, 2013
91
Wrap-up Data
Wrap-up data descriptions are used by contact centers for purposes such as tracking
the frequency of different activities and identifying the account to which to charge a
call, among others. Wrap-up data is set up and maintained, and automated state
changes are enabled, using the Wrap-up Data window.
the frequency of different activities and identifying the account to which to charge a
call, among others. Wrap-up data is set up and maintained, and automated state
changes are enabled, using the Wrap-up Data window.
There is no limit on how many wrap-up data descriptions can be set up for Agent
Desktop and CAD-BE. IP Phone Agent has a limit of 100 wrap-up data descriptions.
Desktop and CAD-BE. IP Phone Agent has a limit of 100 wrap-up data descriptions.
NOTE: Agent Desktop and CAD-BE agents must log out, exit, and
restart the application for changes to take effect.
restart the application for changes to take effect.
Global wrap-up data descriptions are created and assigned using the Wrap-up Data
under the Work Flow Configuration node. Work flow group wrap-up data descriptions
are created and assigned using the Wrap-up Data node under the specific work flow
group node (
under the Work Flow Configuration node. Work flow group wrap-up data descriptions
are created and assigned using the Wrap-up Data node under the specific work flow
group node (
In Agent Desktop, CAD-BE, and IP Phone Agent, the agent selects the appropriate
wrap-up data description at the beginning of the wrap-up work time for a call. The
value that the agent selects appears in the Termination_Call_Detail record for the call
in the Unified ICM database.
wrap-up data description at the beginning of the wrap-up work time for a call. The
value that the agent selects appears in the Termination_Call_Detail record for the call
in the Unified ICM database.
Figure 44.
Global and work flow group wrap-up data
Global
Wrap-up
Data node
Wrap-up
Data node
Work flow
group
Wrap-up
Data node
group
Wrap-up
Data node