Cisco Cisco Agent Desktop 8.5 Guida Utente
Cisco Desktop Administrator User Guide 7.1
70
November 2006
Wrap-up Data
Wrap-up data descriptions are used by contact centers for purposes such as
tracking the frequency of different activities and identifying the account to which to
charge a call, among others. Wrap-up data is set up and maintained, and automated
state changes are enabled, using the Wrap-up Data window.
tracking the frequency of different activities and identifying the account to which to
charge a call, among others. Wrap-up data is set up and maintained, and automated
state changes are enabled, using the Wrap-up Data window.
There is no limit on how many wrap-up data descriptions can be set up for CAD and
CAD-BE. IP Phone Agent has a limit of 100 wrap-up data descriptions.
CAD-BE. IP Phone Agent has a limit of 100 wrap-up data descriptions.
NOTE: Changes in wrap-up data appear in Agent Desktop
immediately. CAD-BE agents must log out, exist, and restart the
application for changes to take effect.
immediately. CAD-BE agents must log out, exist, and restart the
application for changes to take effect.
Global wrap-up data descriptions are created and assigned using the Wrap-up Data
under the Work Flow Configuration node. Work flow group wrap-up data descriptions
are created and assigned using the Wrap-up Data node under the specific work flow
group’s node (see Figure 40).
under the Work Flow Configuration node. Work flow group wrap-up data descriptions
are created and assigned using the Wrap-up Data node under the specific work flow
group’s node (see Figure 40).
Figure 40.
Global and work flow wrap-up data nodes.
In Agent Desktop, CAD-BE, and IP Phone Agent, the agent selects the appropriate
wrap-up data description at the beginning of the wrap-up work time for a call. The
value the agent selects appears in the Termination_Call_Detail record for the call in
the ICM database.
wrap-up data description at the beginning of the wrap-up work time for a call. The
value the agent selects appears in the Termination_Call_Detail record for the call in
the ICM database.
IP Phone Agent is limited to a maximum of 100 wrap-up data descriptions.
Global wrap-up data node
Work flow group wrap-up data node