Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

See automatic call distribution.

An occurrence that takes place when a rule is met. Actions include: running a 
macro, launching a third-party application, performing a call control, setting 
an agent state, or running a utility. More than one action can take place as a 
result of meeting a rule.

The administration of groups of agents from a central PC.

An option that allows an agent to program or administer some aspects of his 
or her Agent Desktop application.

The person who administers the Desktop Product Suite. For example, the 
administrator defines work flows and teams, and the look and feel of the 
agent’s desktop.

The person who interacts with customers in a contact center. 

The Cisco desktop application used by a contact center agent to handle 
customer calls.