Cisco Cisco Agent Desktop 8.5 Mode D'Emploi
Creating Actions
November 19, 2013
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Creating Agent State Actions
An Agent State action enables you to select an agent state to associate with an event.
Agent State actions can be associated only with Answered and Dropped events. The
only valid agent states are Ready, Not Ready, Work Ready, and Work Not Ready.
Agent State actions can be associated only with Answered and Dropped events. The
only valid agent states are Ready, Not Ready, Work Ready, and Work Not Ready.
NOTE: You can associate agent states with the Dropped event, but
any agent state transitions configured in Unified ICM might take
precedence over the agent state action you configure here. For more
information on configuring agent state settings in Unified ICM, refer to
the About Agent Desk Settings section of the Installation and
Configuration Guide Cisco Unified Contact Center Enterprise.
any agent state transitions configured in Unified ICM might take
precedence over the agent state action you configure here. For more
information on configuring agent state settings in Unified ICM, refer to
the About Agent Desk Settings section of the Installation and
Configuration Guide Cisco Unified Contact Center Enterprise.
To set up an Agent State action:
1. Set up a new action. See
. The Select Action
window appears.
2. Select the Agent State tab, then click New. The Agent State Action Setup box
appears (
).
3. Enter a name for the action, select the agent state control from the drop-down
list, then click OK.
Automated Reason Codes for Agent State Changes
You can enable automated reason codes when you set up an agent state action for
transitioning to Logout or Not Ready.
transitioning to Logout or Not Ready.
If you enable automated reason codes, the agent does not have to choose the
appropriate reason code when an agent state action to transition to Logout or Not
Ready is triggered.
appropriate reason code when an agent state action to transition to Logout or Not
Ready is triggered.
Figure 47.
Agent State Action Setup dialog box