Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

2. Modify the data.

3. Click OK.

The call activity section displays the call activity for the selected call.

NOTE:  In some cases, a call may be on multiple devices 
simultaneously. For example, if a call is placed in multiple queues or is 
conferenced to multiple extensions, the call activity section displays 
the duration of the call on each individual device, and overlapping 
times are not indicated. In this case the total duration is the sum of 
the time spent on these overlapping devices, and is greater than the 
actual amount of time the call spends in the contact center.

A threshold is the acceptable amount of time a call can remain at a particular device 
or contact center. Your system administrator may assign caution and warning 
threshold values to each device type, as well as a total threshold value for a call. 

If a call remains at a device longer than the defined caution and warning thresholds, a 
caution or warning icon is displayed in the call activity pane next to the device. These 
icons are:

The integrated browser pane displays internet or intranet web pages to help you 
serve customers. The administrator can configure a specific website to display as 
your home page, and add a list of work sites (similar to web browser “favorites”) that 
allow you to navigate to frequently-used websites quickly.

Device

List of devices the call passed through.

Type

Type of device the call passed through.

Description

Description of the device the call passed through.

Total

Sum of all the durations listed.