Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

Creating Supervisor Work Flows

March 25, 2013

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NOTE: A skill group can be a part of only one work flow per supervisor.

5. Set up the parameters for the work flow:

a. Specify the upper and lower limits for the Call Waiting and/or Current 

Oldest threshold. 

NOTE: When you select both Calls Waiting and Current Oldest, the highest 
threshold crossed takes precedence.

b. Select Above from the Thresholds pane. 

c. Click Add, and from the resulting Action Type Selection dialog box, select 

the action you want to be triggered when the Calls Waiting and/or Current 
Oldest statistic is above the upper limit you set, and then click OK. See 

 for information on the types of actions 

available.

d. Repeat for the Within and Below thresholds.

6. When you have finished, click OK to enable the work flow.

Figure 25. 

Supervisor Work Flow Setup window