Cisco Cisco Agent Desktop 9.0 사용자 가이드
Enterprise Data
February 24, 2005
3-55
Call Activity Tab
The Call Activity tab enables you to set the thresholds for call duration at a
particular type of device (CSQ [contact service queue] and Agent) while a call is
in the contact center.
particular type of device (CSQ [contact service queue] and Agent) while a call is
in the contact center.
If a call remains at a device longer than the defined Caution or Warning threshold,
a Caution or Warning icon is displayed next to the device name in the call activity
pane of the Enterprise Data window.
a Caution or Warning icon is displayed next to the device name in the call activity
pane of the Enterprise Data window.
NOTE:
You must enter threshold times in the Warning fields before
entering threshold times in the Caution fields. Desktop Administrator will
not accept data entered in the Caution fields if no data appears in the
Warning fields.
not accept data entered in the Caution fields if no data appears in the
Warning fields.
NOTE:
The Warning threshold value must be greater than the Caution
threshold value. If you enter a greater value in the Caution field, Desktop
Administrator automatically changes it so that it is one second less than
the Warning value.
Administrator automatically changes it so that it is one second less than
the Warning value.
Check the Show Call Activity check box to enable the agent to view call activity
data in the Enterprise Data window.
data in the Enterprise Data window.
Figure 3-34.
The Call Activity tab.