Cisco Cisco Agent Desktop 8.5 Guida All'Installazione
What’s New in This Version
31-Mar-06
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Supervisors can create Supervisor Work Flows for threshold alerts.
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Supervisors can re-skill their agents dynamically via a link to the web-based
Cisco IPCC Agent Re-skilling Tool.
Cisco IPCC Agent Re-skilling Tool.
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IP phone agents are treated the same as desktop agents, with equal visibility
and control by supervisors.
and control by supervisors.
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Supervisors can push a web page to a monitored desktop agent.
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Enterprise data and call history are available for both inbound and outbound
calls.
calls.
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A supervisor’s last 10 team messages are saved for reuse.
Cisco Desktop Administrator
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Work flows are now divided into Voice Contact Work Flows and Agent
Management Work Flows.
Management Work Flows.
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The Time of Day event has been added to Agent Management Work Flows.
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The Agent Notification, Timer, and IPC actions have been added to work
flows.
flows.
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Work flows now fully support Cisco Outbound Option calls.
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Reason codes can be defined and enabled separately for the Not Ready and
Logout states.
Logout states.
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Large or small icons can be configured for the Cisco Agent Desktop toolbar.
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Cisco Outbound Option now has its own toolbar, the appearance of which
depends on the dialing mode selected for the calling campaign.
depends on the dialing mode selected for the calling campaign.
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The administrator can monitor CAD services via the new Cisco Desktop
Monitoring Console.
Monitoring Console.