Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

NOTE:  In some cases, a call may be on multiple devices 
simultaneously. For example, if a call is placed in multiple queues or is 
conferenced to multiple extensions, the call activity section displays 
the duration of the call on each individual device, and overlapping 
times are not indicated. 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 contains controls that allow you to access intranet and 
internet web pages to help you assist customers. The web pages you select are 
displayed in another browser window. 

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:

■

Home button

■

Work Sites box

■

Address box (must be configured by the administrator to appear)

 for information on this pane of the 

Agent Desktop interface.