Cisco Cisco Agent Desktop 9.0 ユーザーガイド
Cisco Agent Desktop—Browser Edition User Guide
22
June 2007
NOTE: In some cases, a call may be on multiple devices
simultaneously. For example, if a call is placed in multiple queues or
is conferenced to multiple extensions, the call activity section displays
the duration of the call on each individual device, and overlapping
times are not indicated. In this case the total duration is the sum of
the time spent on these overlapping devices, and is greater than the
actual amount of time the call spends in the contact center.
simultaneously. For example, if a call is placed in multiple queues or
is conferenced to multiple extensions, the call activity section displays
the duration of the call on each individual device, and overlapping
times are not indicated. In this case the total duration is the sum of
the time spent on these overlapping devices, and is greater than the
actual amount of time the call spends in the contact center.
Thresholds
A threshold is the acceptable amount of time a call can remain at a particular device
or contact center. Your system administrator may assign caution and warning
threshold values to each device type, as well as a total threshold value for a call.
A threshold is the acceptable amount of time a call can remain at a particular device
or contact center. Your system administrator may assign caution and warning
threshold values to each device type, as well as a total threshold value for a call.
If a call remains at a device longer than the defined caution and warning thresholds, a
caution or warning icon is displayed in the call activity pane next to the device. These
icons are:
caution or warning icon is displayed in the call activity pane next to the device. These
icons are:
Integrated Browser Pane
The integrated browser pane contains controls that allow you to access intranet and
internet web pages to help you assist customers. The web pages you select are
displayed in another browser window.
internet web pages to help you assist customers. The web pages you select are
displayed in another browser window.
The administrator can configure a specific website to display as your home page, and
add a list of work sites (similar to web browser “favorites”) that allow you to navigate to
frequently-used websites quickly.
add a list of work sites (similar to web browser “favorites”) that allow you to navigate to
frequently-used websites quickly.
The integrated browser pane includes the:
■
Home button
■
Work Sites box
■
Address box (must be configured by the administrator to appear)
Description
Description of the device the call passed through.
Duration
The amount of time the call is at the device.
Total
Sum of all the durations listed.
Caution
Warning
Table 4.
Call Activity fields — Continued
Field
Description