Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Agent Desktop Interface
September 2011
23
Some fields may display <Unavailable> or be blank if the call information is unknown
or does not exist.
or does not exist.
Whenever the IP IVR is involved in a call, Agent Desktop displays the same information
about the call in the contact appearance pane as your IP phone displays on its screen.
Enterprise Data may display different data because it tracks the entire life of the call.
about the call in the contact appearance pane as your IP phone displays on its screen.
Enterprise Data may display different data because it tracks the entire life of the call.
Contact Management Pane
The contact management pane contains enterprise data (on the left) and call activity
information (on the right) for all inbound and outbound calls (
information (on the right) for all inbound and outbound calls (
).
You can click the Show/Hide Contact Management button on the toolbar to show or
hide this pane of the interface.
hide this pane of the interface.
Enterprise Data
The enterprise data pane displays data associated with the selected call. The exact
data that is displayed is configured by your administrator.
data that is displayed is configured by your administrator.
If you are set up by the administrator to be able to edit data fields, you may modify any
of the data fields in the enterprise data window. The modified data stays with the call
when you transfer the call to another agent.
of the data fields in the enterprise data window. The modified data stays with the call
when you transfer the call to another agent.
Skill
No
The skill ID, displayed only if the call is an
inbound ACD call.
inbound ACD call.
Table 9.
Contact Appearance fields — Continued
Field
Always
Visible?
Description
Figure 6.
Contact Management pane