Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

Supervisor Involvement

December 4, 2012

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Supervisor Involvement

Your supervisor can be involved in your contact with customers in several ways:

■

By intervening in the customer call

■

By changing your agent state

■

By pushing web pages for you to view in your integrated browser

Call Involvement

Your supervisor can be involved in calls you receive. He or she can:

■

Barge in on a call—join your call with a customer in a forced conference

■

Intercept a call—transfer a customer call to him or herself in a forced transfer

■

Monitor your calls

■

Record your calls for review later

You are notified when your supervisor barges in or intercepts your phone call by the 
appearance of a popup window. You might or might not be notified when your 
supervisor monitors or records your calls, depending on how the system is configured.

Browser Involvement

Your supervisor can push (send) a selected web page to your integrated browser 
window. This enables your supervisor to coach you during a call by providing 
information that will help you work with a customer.

The pushed web page is always displayed in the first tab in your integrated browser. 
Whenever the supervisor pushes a page to you, the tab will blink to attract your 
attention.

Agent State Involvement

Your supervisor can change your agent state and log you out of Agent Desktop. You 
are not notified when your supervisor changes your agent state. You can tell which 
state you are in by which agent state toolbar button is enabled or disabled or by 
looking at the state field on the status bar.