Cisco Cisco Agent Desktop 8.5 Guide De Montage

See Chapter 3 in the Cisco Desktop Administrator User Guide to understand 
how to customize Agent Desktop, and then consider the following questions:

■

When should Agent Desktop appear? Only when a call arrives? All the 
time? Only if the agent maximizes it?

■

What standard phone actions should the agent be able to perform using 
Agent Desktop?

■

What standard agent state changes should the agent be able to make 
using Agent Desktop?

■

Are there any routine desktop activities where agents would be more 
efficient if they could start them with the click of a button? Examples might 
be to start recording a call, notify a supervisor of the need for assistance, 
or to initiate an email at the close of a call.

Cisco Desktop provides work flow automation in three ways:

■

Executing keystroke macros, where macro scripts created with Desktop 
Administrator’s macro editor automatically perform sequences of actions.

■

Executing an application and passing call information to it as command 
line parameters.

■

Executing telephony or agent state change actions.

Consider the types of work flow automation that might raise your agents’ 
productivity. For example, for a screen pop, ask the questions:

■

When should the screen pop? On ringing, because an agent is always 
finished on one call before the next call arrives? On answer, because 
sometimes the agent finishes one call while the next call is ringing? At a 
time the agent determines, because agents occasionally complete entries 
for the previous call while they greet the current caller?

■

What determines which screen is popped? The DNIS value? The 
presence or absence of account number information? The menu choice a 
caller made in the automated attendant?

■

What information is necessary to make the screen pop, and what is the 
keystroke sequence involved?

Opportunities for work flow are not limited to screen pop. You might have 
situations where agents:

■

Dial numbers from a database

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Always send a follow-up email or letter for certain types of calls

■

Routinely copy items of information from a window in one application to 
another