Cisco Cisco Agent Desktop 10.0 Références techniques
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Cisco Supervisor Desktop Quick Reference
Cisco Unified Contact Center Enterprise and Hosted
Release 7.1
Pushing a Web Page to an Agent
Select the agent you want to coach from the Agent tree, choose Intervention > Coach
by pushing a page. Enter the URL of the web page you want the agent to view, select
the URL update option, and then click Push.
by pushing a page. Enter the URL of the web page you want the agent to view, select
the URL update option, and then click Push.
Configuring an Integrated Browser Home Page
Choose View > Preferences and select the Enable Embedded Browser check box. In
the left pane select the Browser node. In the URL field in the right pane, enter the
URL of the web page you want as your browser home page, and then click Apply.
the left pane select the Browser node. In the URL field in the right pane, enter the
URL of the web page you want as your browser home page, and then click Apply.
Reviewing Recordings
Choose Tools > Recorded Files to open Supervisor Record Viewer. Select the day
whose recordings you want to review. Click Extended Lifetime to include recordings
saved for 30 days. Select the recording you want to review, and click Play.
whose recordings you want to review. Click Extended Lifetime to include recordings
saved for 30 days. Select the recording you want to review, and click Play.
To tag a recording for extended archiving, select the recording and then click the Set
extended Lifetime button. The recording will be saved for 30 days.
extended Lifetime button. The recording will be saved for 30 days.
Setting Up a Supervisor Work Flow
Step 1
Choose Tools > Supervisor Work Flow Administrator, and then click Add.
Step 2
Enter a name for the new work flow, and then click OK.
Step 3
Select the skill groups you want the work flow to apply to, and then click
OK.
OK.
Step 4
Set up the parameters for the work flow:
a.
Select the statistics the thresholds apply to (Calls Waiting and/or Current
Oldest).
Oldest).
b.
Set the upper and lower limits for the thresholds.
c.
For each threshold, set up an the action to be triggered when the threshold
is crossed.
is crossed.
Step 5
Click OK to enable the work flow.
Quick Reference