Cisco Cisco Agent Desktop 8.0 데이터 시트
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Data Sheet
© 2008 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information.
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Cisco Supervisor Desktop
The Cisco Supervisor Desktop (Figure 2) provides the virtual contact center manager with an
extensive list of tools to interactively collaborate with agent teams to efficiently manage and
improve performance metrics.
Figure 2. Cisco Supervisor Desktop: Real-Time Display
Through the Cisco Supervisor Desktop, the supervisor can view a display of agent states (login,
logout, ready, remote, local, etc.) and call information (wrap-up and reason codes). Monitoring
features also allow the supervisor to view agent states (login, logout, ready, etc.) and silently
monitor agent-client interaction, status, enterprise data, and call history.
Included in the Enhanced and Premium versions, skill threshold alerts notify the supervisor of skill
groups needing attention. Supervisors can also record agent-customer conversations.
With the Premium version, supervisor workflows allow for enhanced threshold notification features,
including email messages, highlights, and audio alerts. Graphical real-time displays enhance the
usability of real-time data, improving reaction time to address potential problems.
When intervention or assistance is necessary, the Cisco Supervisor Desktop also provides the
means to silently communicate with agents one on one through text chat and with the entire team
through team messaging. With the Premium version, a web push to agents provides an alternative
means of communication with team members.
An integrated multitabbed browser (Figure 3) permits supervisors to facilitate agent re-skilling, view
reports, collaborate with agents, and use other web-based applications within the same Cisco
Supervisor Desktop application.