Cisco Cisco Agent Desktop 8.0 Fiche De Données
Data Sheet
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Cisco Agent Desktop Features
The main features of the Cisco Agent Desktop include the following:
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Customer interaction call control (answer, drop, transfer, and conference) and ACD
features (login and logout) provide skills-based contact center capability, facilitating
consistent and responsive customer interaction.
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CTI screen pop, task automation, integrated browser, and chat capabilities improve agent
productivity, facilitating faster, more efficient customer service and improved customer
satisfaction. An integrated multi-tabbed browser is featured in the Premium version.
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Support for Cisco Unified Mobile Agent, which allows agents to be part of the virtual contact
center workgroup from any remote location, keeps operating and support costs to a
minimum.
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Cisco Agent Desktop Browser Edition thin-client agent desktop reduces total cost of
ownership and removes the need to maintain yet another application on the desktop.
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Included in Enhanced and Premium versions, on-demand call recording permits agent
capture of transactions to enhance service quality and facilitate training.
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Easy deployment keeps implementation costs to a minimum; Cisco Agent Desktop installs
more quickly and easily than traditional CTI and desktop workflow technologies.
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GUI-based management facilitates customization, maintenance, and change management,
decreasing IT dependency.
Cisco Agent Desktop Client Edition and Browser Edition Common Features
Both the Cisco Agent Desktop Client Edition and Cisco Agent Desktop Browser Edition provide call
control capabilities-such as call answer, hold, conference, and transfer-and ACD state control-
such as ready, not ready, and wrap-up. Customer information is presented to the agent through an
enterprise data window and optional screen pops.
Cisco Agent Desktop Client Edition and Browser Edition both give the agent a full-featured user
interface for managing calls and their ACD state. Chat messaging between the agent and the
supervisor or, if enabled, between agents, allows the agent to get timely information while assisting
callers. Wrap-up data and reason codes allow management to accurately track call types and
agent state changes. Cisco Agent Desktop also supports the Cisco IP Communicator, allowing the
agent's PC to act as the phone device.
Cisco Agent Desktop Client Edition and Browser Edition both support remote and home-based
agents.