Cisco Cisco Agent Desktop 9.0 Guida Utente
Cisco Desktop Administrator User Guide
50
November 19, 2013
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. Wrap-up data is set up and maintained and automated state changes are
enabled using the Wrap-up Data window.
the frequency of different activities and identifying the account to which to charge a
call. 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 descriptions can be configured and displayed
in Agent Desktop and CAD-BE. There is no limit to how many wrap-up descriptions can
be configured for IP Phone Agent, but IP Phone Agent can display only 100 wrap-up
descriptions.
in Agent Desktop and CAD-BE. There is no limit to how many wrap-up descriptions can
be configured for IP Phone Agent, but IP Phone Agent can display only 100 wrap-up
descriptions.
NOTE: Agent Desktop and CAD-BE agents must log out, exit, and
restart the application for changes to take effect.
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 node (
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 node (
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 following a call.
wrap-up data description at the beginning of the wrap-up work time following a call.
Figure 19.
Global and work flow group wrap-up data
Global
Wrap-up
Data node
Wrap-up
Data node
Work flow
group
Wrap-up
Data node
group
Wrap-up
Data node