Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Supervisor Desktop User Guide
52
March 25, 2013
Example: Setting Up a Supervisor Work Flow
The following is a step-by-step illustration of setting up a supervisor work flow. This
work flow:
work flow:
■
Changes the skill group name color to green and displays “Below” next to it in
the Skill Groups tree control when there are less than 2 calls waiting, or if the
current oldest call is less than 1 minute old
the Skill Groups tree control when there are less than 2 calls waiting, or if the
current oldest call is less than 1 minute old
■
Changes the skill group name color to blue and displays “Caution” when there
are 2 to 5 calls waiting, or if the current oldest call is between 1 and 5
minutes old
are 2 to 5 calls waiting, or if the current oldest call is between 1 and 5
minutes old
■
Changes the skill group name color to red and displays “Warning” when there
are more than 5 calls waiting, or if the current oldest call is more than 5
minutes old
are more than 5 calls waiting, or if the current oldest call is more than 5
minutes old
To set up the example supervisor work flow:
1. Choose Tools > Supervisor Work Flow Administrator. The Supervisor Work
Flow List dialog box appears.
2. Click Add. The Add New Work Flow dialog box appears.
3. Enter the name Customer Management, and then click OK. The Skill Group
Selection dialog box appears.
4. Select the skill groups you want your work flow to apply to from the Available
Skill Groups pane and use the arrows to move them to the Selected Skill
Groups pane. Click OK when finished. The Supervisor Work Flow Setup
Groups pane. Click OK when finished. The Supervisor Work Flow Setup