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Cisco
Cisco Agent Desktop 9.0
Mode D'Emploi
Cisco Cisco Agent Desktop 9.0 Mode D'Emploi
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Contents
March 25, 2013
■
Pushing a Web Page to an Agent 36
■
Barging In on Calls 37
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Intercepting Calls 38
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Recording Calls 39
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Changing Agents’ ACD States 41
■
Using Chat 42
Predefined High-Priority Chat Messages 45
■
Using the Integrated Browser 47
Browser Toolbar 47
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Sending Team Messages 48
■
Creating Supervisor Work Flows 50
Example: Setting Up a Supervisor Work Flow 52
Work Flow Actions 55
Audible Alert Action 55
Message Box Action 56
Report Action 57
Tree Control Action 58
Email Alert Action 58
■
Re-skilling Agents 61
■
Using Supervisor Record Viewer 65
■
Service Autorecovery 69
Index 7
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