Cisco Cisco Agent Desktop 10.0 Guida Utente
Supervising Agents
Note: If an agent state change fails, you will not see any failure message. You will know that an agent
state change succeeds if the icon next to the agent’s name in the team view pane changes to the
current agent state icon.
state change succeeds if the icon next to the agent’s name in the team view pane changes to the
current agent state icon.
Sending a Team Message
You can send a team message to all agents on a team, whether or not the agent is logged into the ACD. As
long as Agent Desktop is open, an agent can view a team message.
long as Agent Desktop is open, an agent can view a team message.
Note: You cannot send team messages to IP Phone agents.
The Team Messages dialog box stores the last 10 team messages you broadcast. You can select any one
of these messages to broadcast again. If you send more than 10 team messages, the oldest one drops off
the stored list. You cannot designate any particular team message for permanent storage.
of these messages to broadcast again. If you send more than 10 team messages, the oldest one drops off
the stored list. You cannot designate any particular team message for permanent storage.
Note: By default, the team message scrolls across Agent Desktop’s team message pane.
Individual agents can set their preference in Agent Desktop to view team messages as stationary.
A stationary team message is more compatible with screen readers, which are often used by
vision-impaired agents.
Individual agents can set their preference in Agent Desktop to view team messages as stationary.
A stationary team message is more compatible with screen readers, which are often used by
vision-impaired agents.
The Current Message pane displays the message that is currently being sent to your team.
To send a team message to all agents on a team:
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