Cisco Cisco Agent Desktop 8.5 Guia Da Instalação

Cisco Agent Desktop is a three-pane application that helps agents manage their 
customer contacts. These panes are:

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Dashboard. The Dashboard provides overall control of Agent Desktop 
through a toolbar and a contact appearance window. The toolbar enables 
the agent to set the agent state, perform call control functions, make calls, 
initiate chat sessions with other agents, execute actions set up by the 
system administrator, view/hide the Contact Management and Integrated 
Browser panes, and access online help. 

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Contact Management. The Contact Management pane displays 
enterprise data and call activity information for the call selected in the 
Dashboard.

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Integrated Browser. The Integrated Browser pane enables the agent to 
view web-based pages and applications. It hosts a version of Internet 
Explorer.

The Chat window, accessed through a button on the toolbar, enables the agent 
to carry on instant messaging chat sessions with agents and supervisors on the 
same team. The agent can carry on multiple chat sessions at a time.

Media Termination enables Agent Desktop to function as an IP phone, so no 
actual phone is needed at an agent’s workstation. For Media Termination to 
function, a sound card in the agent’s PC is required.

See the Cisco Agent Desktop User Guide for more information.

Supervisor Desktop allows contact center supervisors to manage agent teams in 
real time. They can observe, coach, and view agent status details, as well as view 
conference information. Without the caller’s knowledge, supervisors can initiate 
chat sessions with agents to help them handle calls. They can also silently 
monitor and record agent calls and, if necessary, conference in or take over those 
calls using the barge-in and intercept features. Through the supervisor log viewer, 
supervisors can play back and save recorded agent calls.

See the Cisco Supervisor Desktop User Guide for more information.