Cisco Cisco Agent Desktop 8.0 Fiche De Données
Data Sheet
© 2008 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information.
Page 12 of 14
◦
Call information is sent to a Visual Basic or other external application structured to write
to a third-party database or other application.
●
Keystroke macro action: Integration with applications on the agent's PC that automates the
steps for repeatable, recurring actions between Cisco Agent Desktop and Windows rich-
client applications
◦
A macro executes a word-processing application for recording call data and completing
notes at the end of a call.
◦
A macro executes an email application at the end of a call with standard sections of the
email message completed (the email address, the subject, etc.)
Further information about third-party application integration is available at:
http://www.cisco.com/en/US/products/sw/custcosw/ps427/products_white_paper0900aecd804c6cd
d.shtml
.
Cisco Agent Desktop Software Packages
Features of the Cisco Agent Desktop software packages differ in the three versions of Cisco
Unified Contact Center Express to meet the price and performance needs of today's call centers
(Table 1). Each Cisco Agent Desktop software package includes the full suite of applications:
Cisco Agent Desktop, Cisco Unified IP Phone Agent, Cisco Supervisor Desktop, and Cisco
Desktop Administrator.
Table 1.
Feature Content for Cisco Agent Desktop Software Packages
Feature Summary
Standard
Enhanced
Premium
Cisco Supervisor Desktop
Supervisor-agent chat
X
X
Cisco Unified Presence integration
X
X
X
Change agent state
X
X
X
Team messages
X
X
Real-time skill and agent statistics, logs, and report
displays
displays
X
X
X
Silent monitor, barge in, and intercept
X
X
Calling and recording viewer (up to 32 simultaneous
recordings and playbacks)*
recordings and playbacks)*
X
X
Calling and recording viewer (up to 64 simultaneous
recordings and playbacks)*
recordings and playbacks)*
X
Cisco Agent Desktop
Agent E-Mail
X
Agent-initiated chat
X
X
Cisco Unified Presence integration
X
X
X
Cisco IP Communicator support
X
X
Phone directory
X
X
Real-time agent report displays
X
X
Wrap-up data and reason codes
X
X
Task buttons
X
X
Event-triggered workflows
X
X
Enterprise data thresholds
X
X
Automated recording (as part of workflow)*
X
X
Agent-initiated call recording (Switched Port
Analyzer [SPAN] or endpoint)
Analyzer [SPAN] or endpoint)
X
X