Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Desktop Administrator User Guide
90
June 2007
Enabling or Disabling Wrap-up Data
Wrap-up data can be enabled or disabled only on the work flow group level.
To enable or disable wrap-up data:
1. Select the Wrap-up Data node under the work flow group whose wrap-up data
descriptions you want to enable or disable.
2. Select or clear the Enable Wrap-up Data check box.
3. Click Apply.
Automatic State Changes
If automatic state changes are enabled, agents are automatically changed from the
Work Not Ready state to the Not Ready state, and from the Work Ready state to the
Ready state, when they enter wrap-up data.
Work Not Ready state to the Not Ready state, and from the Work Ready state to the
Ready state, when they enter wrap-up data.
Automatic state changes can be enabled or disabled only on the work flow group level.
NOTE: It is possible to set a timer in ICM that will override the
automatic state change. If an agent doesn’t enter wrap-up data within
the time set by the timer, the system will change the agent’s state to
the next state (Not Ready or Ready) and close the Wrap-up Data
dialog box without anything being entered.
automatic state change. If an agent doesn’t enter wrap-up data within
the time set by the timer, the system will change the agent’s state to
the next state (Not Ready or Ready) and close the Wrap-up Data
dialog box without anything being entered.
To enable or disable automatic state changes:
1. Select the Wrap-up Data node under the work flow group whose automatic
state changes you want to enable or disable.
2. Select or clear the Enable Automatic State Change check box.
3. Click Apply.