Cisco Cisco Agent Desktop 10.0 사용자 가이드
Chat
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The Teammates drawer lists all the agents on your team. 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 an agent’s state 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.
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 an agent’s state 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. It appears only if a supervisor is logged in.
Their status is always listed as Available. Supervisors must be logged in to be listed here.
Their status is always listed as Available. 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 Cisco 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 you 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.
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.
Note: When you log into Unified Presence, your status is shown as Available to SMEs unless
the administrator has configured the system so that agents appear offline.
the administrator has configured the system so that agents appear offline.
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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