Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Desktop Administrator User Guide
118
June 2007
Agent Management Work Flows
Agent management work flows manage agent activity based on Agent Desktop
activity, agent ACD states, and time of day. The work flows follow the event—rule—
action behavior used by voice contact work flows. There is a major difference—there is
no initial filtering similar to the voice contact classification applied to voice contacts.
activity, agent ACD states, and time of day. The work flows follow the event—rule—
action behavior used by voice contact work flows. There is a major difference—there is
no initial filtering similar to the voice contact classification applied to voice contacts.
Figure 58.
Agent Management Work Flows flow chart
For example, agent management work flows could be set up as follows:
■
Every work day at 4:30, agents receive a popup message reminding them to
complete their time cards.
complete their time cards.
■
Whenever Agent Desktop starts up, Notepad is launched on the agent’s
desktop.
desktop.
■
Whenever an agent logs in, the customer database is launched.
Creating an Agent Management Work Flow
The general procedure for creating an agent management work flow is as follows:
1. Select the event that triggers the work flow.
2. If the event is time of day, set up a rule with one or more data conditions that
the event must meet.