Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

Your supervisor can be involved in your contact with customers in several ways:

■

By intervening in the customer call

■

By pushing web pages for you to view in your integrated browser

Your supervisor can be involved in calls you receive. He or she can:

■

Barge in on a call—join your call with a customer in a forced conference

■

Intercept a call—transfer a customer call to him or herself in a forced transfer

■

Monitor your calls

■

Record your calls for later review

You are notified when your supervisor barges in or intercepts your phone call by the 
appearance of a popup window. You may or may not be notified when your supervisor 
monitors or records your calls, depending on how the system is configured.

Your supervisor can push (send) a selected web page to your integrated browser 
window. This enables your supervisor to coach you during a call by providing 
information that will help you work with a customer.

The pushed web page is always displayed in the first tab in your integrated browser. 
Whenever the supervisor pushes a page to you, the tab will blink to attract your 
attention.