Cisco Cisco Agent Desktop 9.0 Guida Utente
Cisco Supervisor Desktop User Guide
42
March 25, 2013
Using Chat
Chat enables you to send instant messages to agents on your teams and other
supervisors. In addition, if your configuration includes Cisco Unified Presence Server,
you might be able to send instant messages to non-agents who are using Unified
Presence Client.
supervisors. In addition, if your configuration includes Cisco Unified Presence Server,
you might be able to send instant messages to non-agents who are using Unified
Presence Client.
With the integration of Cisco Unified Presence Server with CAD, the Chat Selection
window has changed in the following ways.
window has changed in the following ways.
■
Subject matter experts (non-agents) are now accessible from this window
■
Additional information about ACD state includes:
— Icons representing ACD states appear to the left of agent names
— ACD state names appear to the right of agent names (for example,
Not Ready)
■
Additional information about Unified Presence status includes:
— Icons representing Unified Presence status appear to the left of
agent names
— Unified Presence status labels are displayed to the right of
non-agent names
In addition, the Chat Selection window also provides menu access to the following call
handling functions:
handling functions:
■
Making a call
■
Transferring a call
■
Initiating a conference call
NOTE: You cannot chat with CAD-BE agents or IP Phone agents.
Some Chat features include:
■
You can send the same chat message to multiple recipients. The sending chat
window closes after the message is sent, and recipient replies, if any, appear
in separate chat windows, one for each person.
window closes after the message is sent, and recipient replies, if any, appear
in separate chat windows, one for each person.
■
You can participate in multiple concurrent chat sessions.
■
The title bar of the Chat window displays the name of the person with whom
you are chatting.
you are chatting.
■
If you flag a chat message as high priority, the Chat window will pop on the
other person’s screen so the message will be noticed immediately.
other person’s screen so the message will be noticed immediately.