Cisco Cisco Agent Desktop 9.0 Guida Utente
Wrap-up Data
June 2007
89
3. Double-click the wrap-up data description you want to edit.
4. In the pop-up dialog box, edit the description as desired and then click OK.
5. Click OK to close the Wrap-up Data Editor dialog box, and then click Apply to
save your changes.
To delete a wrap-up data description:
1. Select the global or work flow group Wrap-up Data node in the navigation tree
to display the Wrap-up Data window (see
).
2. Click Modify List to display the Wrap-up Data Editor dialog box (see
3. Select the wrap-up data description you want to delete, and then click Delete.
4. Click OK to close the dialog box, and then click Apply to save your changes.
Assigning Wrap-up Data Descriptions
Wrap-up data descriptions can be assigned at the global and at the work flow group
level. Global wrap-up data descriptions are available to all agents. Work flow group
level wrap-up data descriptions are available only to the agents in that specific work
flow group.
level. Global wrap-up data descriptions are available to all agents. Work flow group
level wrap-up data descriptions are available only to the agents in that specific work
flow group.
To assign global wrap-up data descriptions:
1. Select the global Wrap-up Data node in the navigation tree to display the
Wrap-up Data window (see
).
2. From the Available Wrap-up Descriptions list, select the descriptions you want
available to all agents, and then click the right arrow button to move them to
the Global Wrap-up Descriptions list.
the Global Wrap-up Descriptions list.
3. Click Apply.
To assign work flow wrap-up data descriptions:
1. Select the Wrap-up Data node under the desired work flow group in the
navigation pane to display the Wrap-up Data window (see
Figure 41, right
).
2. From the Available Wrap-up Data list, select the descriptions you want
available to agents in that work flow group, and then click the right arrow
button to move them to the Work Flow Wrap-up Data list.
button to move them to the Work Flow Wrap-up Data list.
3. Select the Enable Wrap-up Data check box to enable wrap-up data for the
agents in that work flow group. This includes any global wrap-up data
descriptions set up.
descriptions set up.
4. Click Apply.