Cisco Cisco Agent Desktop 8.0 データシート
Data Sheet
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Cisco Agent Desktop for Cisco Unified Contact Center 7.X
Cisco Agent Desktop Overview
Cisco
®
Agent Desktop is a powerful team productivity and management suite of software solutions
for the Cisco Unified Contact Center. It provides a unified framework of tools in a composite
application that customer contact teams need to increase productivity, improve customer
satisfaction, and reduce costs. The Cisco Agent Desktop suite includes Cisco Supervisor Desktop
for team management and collaboration, Cisco Agent Desktop for agent workflow productivity, and
Cisco Desktop Administrator for agent desktop application configuration.
The Cisco Agent Desktop suite is deployed as an integrated component of Cisco Unified Contact
Center Enterprise or Cisco Unified Contact Center Hosted. Cisco Agent Desktop is provided in
three versions: Standard, Enhanced, and Premium to match your customer contact interaction
management requirements.
For supervisors of agents, the Cisco Supervisor Desktop provides the management framework for
monitoring, coaching, and training centralized or virtual teams.
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Manages contact center environment and processes.
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Displays snapshots of crucial customer contact center metrics in real time.
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Alerts supervisor when contact center events occur that exceed defined thresholds.
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Monitors and records agent calls.
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Provides collaboration and intervention tools to help agents meet customer needs and call
center objectives.
For customer contact agents, the Cisco Agent Desktop provides a unified set of customer contact
application tools in both browser-integrated and Windows-integrated editions:
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Presents caller information in real time.
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Provides performance reports that present snapshots of crucial metrics.
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Offers integrated business applications, providing easy access to customer data.
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Enhanced and Premium versions allow one-click automation of routine operations using the
task toolbar.
For managers or administrators, the Cisco Desktop Administrator provides the ability to configure
workflows and desktop settings, and integrate business applications in a packaged paradigm, with
no programming required:
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Allows effortless scaling of the Cisco Agent Desktop suite from single-site to multi-site IP-
based contact centers.
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Offers an intuitive and GUI-based solution, decreasing IT dependency and supporting
simplified customization, maintenance, and change management.