Cisco Cisco Agent Desktop 8.0 Scheda Tecnica

 

 

Data Sheet 

© 2010 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. 

Page 3 of 12 

● 

Task automation: Using a single-click method, agents can execute frequently performed predefined actions, 

such as a blind transfer to a specific extension or launching another desktop application, etc. 

● 

Event-triggered work flows: This feature enables a sequence of actions to automatically happen when a 

specific call event occurs, such as displaying a screen pop when a call is delivered to an agent, changing 

agent work states when a call is dropped, or starting call recording when a call is answered. 

● 

On-demand recording: This feature enables agents to record any call on demand.

*

 

● 

Wrap-up codes: At the conclusion of the call, the Cisco Agent Desktop can present the agent with the wrap-up 

dialog at this time to categorize the nature of the call. 

● 

Agent chat: Agents can exchange instant messages with other agents or supervisors on their team, or Cisco 

Unified Presence-enabled subject matter experts. 

● 

Phone directory: The searchable phone directory displays the phone book to automate dialing of an outgoing 

call. 

● 

Real-time reporting: Agents can see consolidated queue statistics directly on their desktop application. 

● 

Contact appearance: The application displays data about the agent's current call. 

● 

Integrated browser (Premium): A simplified multitabbed browser application within Cisco Agent Desktop 

improves productivity in processing a customer request. You can also use the integrated browser in event-

triggered work flows to automate a screen pop. 

● 

"Hot desking" and extension-mobility support: This feature provides the flexibility for agents to sit at any 

available agent station while maintaining their unique settings. 

● 

MSI-based deployment model: This model keeps implementation costs to a minimum; Cisco Agent Desktop 

installs and upgrades more quickly and easily than traditional CTI and desktop work-flow technologies. 

Agent E-Mail is an email queuing and response system tightly integrated into the Cisco Agent 

Desktop - Premium edition and specifically designed for use in the Cisco Unified Contact Center Express platform 

(Figure 2). Agents with Agent E-Mail skills can review and respond to email messages directed to the contact center. 

By mixing and matching their independent voice and email states, the agents can control the contact type they wish 

to handle. Additionally, experienced agents can be configured to review and approve email replies from less 

experienced agents prior to delivering the response.