Cisco Cisco Agent Desktop 8.0 Fiche De Données
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Agent Capabilities and Benefits
Each Cisco Unified Contact Center Express seat provides optimal flexibility in your contact center by providing full
licensing to use the seat as either an agent or a supervisor seat. Enhanced and Premium agent seats can be
either PC- or Cisco Unified IP Phone-based agent stations. Standard seats provide a Cisco Unified IP Phone
Agent IP Phone-based agent station. Each seat provides full licensing for Cisco Agent Desktop or Cisco Unified IP
Phone Agent, Cisco Supervisor Desktop, Cisco Desktop Administrator, and Cisco Historical Reporting Client; for
the Enhanced and Premium versions, Cisco Supervisor and Agent Desktop include on-demand recording in
addition to full licensing. With the Enhanced and Premium versions, even if a PC failure occurs, an agent is fully
licensed to continue working through the Cisco Unified IP Phone Agent.
Cisco Unified Contact Center Express keeps the agent in touch with every call through critical data and call-state
information by providing the ability to present a screen pop to the agent for each call. Information presented to the
agent includes customer-entered data as well as call-state information describing how long the call has been
connected to the ACD, how long the call has been in queue, and how long the agent has been talking with the
caller.
Cisco Agent Desktop gives agents tools to access information and respond rapidly to customer requests. Voice
contact workflows, the enterprise data pane, and the integrated browser display (screen pop) show agents
customer data as calls are presented, preventing redirection of calls and the necessity for customers to repeat
information.
Task automation buttons and the personal phone directory allow agents to instantly activate frequently performed
functions that shorten response time and automate after-call work to follow up on a customer inquiry.
Collaboration tools such as chat and transfer of caller data help keep responses accurate.
Additionally, Cisco Agent Desktop offers the ability to provide workflows that process business rules based on
critical call-state events, the ability to invoke any CRM or other application able to run on the agent’s Microsoft
Windows desktop, and the ability to display information in the form of a screen pop from the ACD or IVR
subsystem to that application.
When the Premium Cisco Outbound Option with preview dialing is enabled, the Cisco Agent Desktop provides all
the controls necessary for agents to participate in outbound campaigns. The Premium Outbound option enables
either dedicated outbound or transparent blended inbound and outbound call handling for agents.
Note:
For complete details regarding Cisco Agent Desktop and Cisco Supervisor Desktop for Cisco Unified
Contact Center Express 8.5, including options available for Standard, Enhanced, and Premium versions, please
refer to the Cisco Agent Desktop for Cisco Unified Contact Center Express 8.5 data sheet:
.
Management Capabilities and Benefits
Supervisory Features
The ability of Cisco Supervisor Desktop to monitor critical performance metrics and actively chat, monitor, record,
and send team messages allows managers to coach, train, and encourage agent behavior so that agents
consistently perform their job function and process calls efficiently. The ability to send agents scrolling team
messages and chat with individual members or the entire team allows supervisors to coach agents, resolve
problems, and instantly communicate business changes. Supervisors can coach agents unobtrusively on cross-
sell and up-sell opportunities and help agents resolve customer situations.