Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Agent Desktop Interface
November 2006
17
for a complete description of the toolbar.
Team Message
The team message (TM) is a scrolling or non-scrolling message sent by a supervisor
to the team for a selected length of time.
to the team for a selected length of time.
You can receive a TM even when you are logged out, as long as you do not close
Agent Desktop.
Agent Desktop.
When there is no message, the TM section is not visible. As soon as your supervisor
sends a TM, the TM section of the dashboard opens and the message scrolls across
it.
sends a TM, the TM section of the dashboard opens and the message scrolls across
it.
Contact Appearance
The contact appearance section displays data about the agent’s current call
appearances. There can be more than one call appearance in the section. For
example, you may have one call on hold and one active call—both will be displayed.
appearances. There can be more than one call appearance in the section. For
example, you may have one call on hold and one active call—both will be displayed.
The contact appearance pane can display up to eight fields. The State field will
always be present; the other seven fields are configurable by the system
administrator.
always be present; the other seven fields are configurable by the system
administrator.
The available fields are:
Some fields may display <unavailable> or be blank if the call information is unknown
or does not exist.
or does not exist.
Table 4.
Contact Appearance fields
Field
Always Visible?
Description
State
Y
The current state of the contact.
Duration
N
The length of the phone call.
Calling#
N
The number of the originating device.
Called#
N
The number of the destination device.
Alerting#
N
The number of the ringing device.
Original Called#
N
The original number called.
Original Calling#
N
The initial originating number.
Skill
N
The skill ID, displayed only if the call is an
ACD call.
ACD call.