Cisco Cisco Agent Desktop 10.0 ユーザーガイド
Chat
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The Agents drawer lists all the agents on the team selected in Supervisor Desktop. The agents’ agent
state is indicated both by an icon to the left of the agent name and by text to the right of the agent
name. The agent state is updated whenever it changes. Agents do not have to be currently logged
into Agent Desktop to be listed here, but they must have Agent Desktop open and they must have
logged in at least once.
state is indicated both by an icon to the left of the agent name and by text to the right of the agent
name. The agent state is updated whenever it changes. Agents do not have to be currently logged
into Agent Desktop to be listed here, but they must have Agent Desktop open and they must have
logged in at least once.
Note: You cannot chat with IP Phone agents.
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The Supervisors drawer lists all supervisors on your team. Their status is always listed as Available.
Supervisors must be logged in to be listed here.
Supervisors must be logged in to be listed here.
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The Conference drawer appears when you are on a conference call with other agents. SMEs, if they
are on the conference call, are not listed here.
are on the conference call, are not listed here.
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The Personal Contacts drawer appears if you have this drawer set up in Unified Personal Com-
municator. The contacts in this drawer are administered in Unified Personal Communicator.
municator. The contacts in this drawer are administered in Unified Personal Communicator.
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Other drawers list the SMEs associated with the work flow groups to which your agents belong. The
SMEs’ Unified Presence status is indicated both by an icon to the left of the SME name and by text to
the right of the SME name. The Unified Presence status is updated whenever an SME status changes.
SMEs’ Unified Presence status is indicated both by an icon to the left of the SME name and by text to
the right of the SME name. The Unified Presence status is updated whenever an SME status changes.
The Chat Selection window also provides menu access to the following call handling functions:
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Making a call
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Transferring a call
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Initiating a conference call
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