Cisco Cisco Agent Desktop 8.0 Guida Utente
Cisco Desktop Administrator User Guide
56
November 19, 2013
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 (
Figure 20, left
).
2. From the Available Wrap-up Descriptions list, select the descriptions you want
available to all agents, then click the right arrow button to move them to the
Global Wrap-up Descriptions list.
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 (
).
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.
Enabling or Disabling Wrap-up Data
Wrap-up data can be enabled or disabled only on the work flow group level.
To enable or disable wrap-up data:
1. Select the Wrap-up Data node under the work flow group whose wrap-up data
descriptions you want to enable or disable.
2. Select or clear the Enable Wrap-up Data check box.
3. Click Apply.
Automatic State Changes
If automatic state changes are enabled, agents are automatically changed from the
Work Not Ready state to the Not Ready state, and from the Work Ready state to the
Ready state, when they enter wrap-up data.
Work Not Ready state to the Not Ready state, and from the Work Ready state to the
Ready state, when they enter wrap-up data.