Cisco Cisco Agent Desktop 8.5 Guia Da Instalação
CAD 7.0 Components
31-Mar-06
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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.
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.
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.
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.
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.
The agent can use a hard IP phone or the Cisco IP Communicator soft phone with
Agent Desktop.
Agent Desktop.
Supervisor Desktop
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.
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.
Services
The CAD 7.0 services are lsted below.
Chat Service
The Chat service acts as a message broker between the Chat clients and Supervisor
Desktop. It is in constant communication with all agent and supervisor desktops.
Desktop. It is in constant communication with all agent and supervisor desktops.
Agents’ desktops inform the Chat service of all call activity. The service, in turn, sends
this information to all appropriate supervisors. It also facilitates the sending of text
chat and team messages between agents (excluding IP Phone agents) and
supervisors.
this information to all appropriate supervisors. It also facilitates the sending of text
chat and team messages between agents (excluding IP Phone agents) and
supervisors.
Directory Services
All other CAD services register with Directory Services at startup. Clients use
Directory Services to determine how to connect to the other services.
Directory Services to determine how to connect to the other services.