Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Desktop Administrator User Guide
92
June 2007
Work Flow Groups
Use the Work Flow Groups function to create and configure agent work flow groups.
Figure 44.
Accessing Work Flow Group functions in the navigation tree.
Under the Work Flow Groups node are individual work flow groups. Initially there is a
default work group, which can be edited, renamed, or deleted. You can also create
additional work flow groups.
default work group, which can be edited, renamed, or deleted. You can also create
additional work flow groups.
When you click on a work flow group, the elements that make up that work flow group
appear as subnodes:
appear as subnodes:
■
Enterprise Data. Configure enterprise data on the agent desktop for the
selected work flow group.
selected work flow group.
■
Reason Codes. Assign reason codes for the selected work flow group.
■
Wrap-up Data. Create and edit wrap-up data for the selected work flow group.
■
Phone Book. Create and edit phone books for the selected work flow group.
■
CAD Agent. Configure the user interface, voice contact work flows, and agent
management work flows for agents using Cisco Agent Desktop.
management work flows for agents using Cisco Agent Desktop.
■
CAD-BE Agent. Configure the user interface and voice contact work flows for
agents using Cisco Agent Desktop Browser Edition.
agents using Cisco Agent Desktop Browser Edition.
■
IP Phone Agent. Enable agent-initiated recording for agents using the Cisco IP
Phone Agent service.
Phone Agent service.