Cisco Cisco Agent Desktop 10.5 Mode D'Emploi
31-Mar-06
165
Glossary
ACD
See automatic call distribution.
action
An occurrence that takes place when a rule is met. More than one action can take
place as a result of meeting a rule.
place as a result of meeting a rule.
administrator
The person who administers Cisco Agent Desktop. The administrator defines work
flows and teams, and the look and feel of the agent’s desktop.
flows and teams, and the look and feel of the agent’s desktop.
agent
The person who interacts with customers in a contact center.
Agent Desktop
The Cisco desktop application used by a contact center agent to handle customer
calls.
calls.
agent state
An agent’s current ACD status. Possible statuses are Ready, Not Ready, Work
Ready, Work Not Ready, Reserved, Hold, Talking, and Logged Out.
Ready, Work Not Ready, Reserved, Hold, Talking, and Logged Out.
Agent State action
An action type that changes an agent’s ACD agent state.
Always on Top mode
A display mode in which the interface is always on top of all other windows and
does not minimize.
does not minimize.
Always Open mode
A display mode in which the interface is always visible, but may be hidden by other
open applications.
open applications.
ANI
See automatic number identification.