Cisco Cisco Agent Desktop 8.0 データシート

 

 

Data Sheet 

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Figure 2.    Cisco Agent Desktop with Agent E-Mail (Premium) 

 

With agent desktop controls built into the toolbar and display, Agent E-Mail provides contact centers with an essential 

feature set that: 

● 

Queues and routes email messages to staffed and skilled agents, helping achieve a balance between email 

and call-handling activities 

● 

Facilitates the creation and review of the agent's response to control quality 

● 

Provides a collection of real-time and historical reports that can help you accurately measure your center's 

email performance 

Agents and supervisors can effectively collaborate within the Cisco Unified Contact Center by using the chat services 

built into their desktop applications. In addition, Cisco Agent Desktop can be integrated with Cisco Unified Presence, 

enabling agents and supervisors to extend their reach into the broader enterprise and collaborate with relevant 

colleagues and subject matter experts outside the contact center. The feature helps agents connect with experts on 

the first try by knowing beforehand whether they are available and how they prefer to be reached. 

Both parties use familiar applications; contact center personnel use the Cisco Agent Desktop and Cisco Supervisor 

Desktop (Figure 3), while subject matter experts outside of the contact center use the Cisco Unified Personal 

Communicator or Cisco IP Phone Messenger.