Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Teams
June 2007
173
Teams
The Teams window enables you to view the supervisors, agents, and skills for a
particular team. All this information is administered through ICM. You can only view
the information in Personnel Configuration.
particular team. All this information is administered through ICM. You can only view
the information in Personnel Configuration.
Supervisors
The Supervisors tab (see
) displays the primary supervisor, secondary
supervisors, and available supervisors for the team you selected.
NOTE: Each team must have a primary supervisor. If there is no
primary supervisor, secondary supervisors will not see that team in
the Team List in Supervisor Desktop. Also, if that team is a secondary
supervisor’s only team, the supervisor won’t be able to log into
Supervisor Desktop.
primary supervisor, secondary supervisors will not see that team in
the Team List in Supervisor Desktop. Also, if that team is a secondary
supervisor’s only team, the supervisor won’t be able to log into
Supervisor Desktop.
Figure 93.
Supervisors tab.
Agents
The Agents tab (see
) displays a list of the agents who belong to the team
you selected, as well as a list of all available agents. Agents are assigned to teams
from within ICM.
from within ICM.
NOTE: An agent can belong to only one team in ICM. However, the
Available Agents pane lists all agents not on the selected team, even
if they are already assigned to another team.
Available Agents pane lists all agents not on the selected team, even
if they are already assigned to another team.