Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

multiple extensions, the call activity section displays the duration of the call 
on each individual device. No attempt is made to indicate overlapping 
times. 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 
assist 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.

The integrated browser pane includes:

■

the integrated browser toolbar;

■

the Work Sites box;

■

the Address box; and

■

the browser window.

 for information on this pane of 

the Agent Desktop interface.