Cisco Cisco Agent Desktop 8.5 Guia Da Instalação

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Supervisors can create Supervisor Work Flows for threshold alerts.

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Supervisors can re-skill their agents dynamically via a link to the web-based 
Cisco IPCC Agent Re-skilling Tool. 

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IP phone agents are treated the same as desktop agents, with equal visibility 
and control by supervisors.

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Supervisors can push a web page to a monitored desktop agent.

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Enterprise data and call history are available for both inbound and outbound 
calls.

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A supervisor’s last 10 team messages are saved for reuse.

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Work flows are now divided into Voice Contact Work Flows and Agent 
Management Work Flows.

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The Time of Day event has been added to Agent Management Work Flows.

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The Agent Notification, Timer, and IPC actions have been added to work 
flows.

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Work flows now fully support Cisco Outbound Option calls.

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Reason codes can be defined and enabled separately for the Not Ready and 
Logout states.

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Large or small icons can be configured for the Cisco Agent Desktop toolbar.

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Cisco Outbound Option now has its own toolbar, the appearance of which 
depends on the dialing mode selected for the calling campaign.

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The administrator can monitor CAD services via the new Cisco Desktop 
Monitoring Console.