Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Enterprise Data
June 2007
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Enterprise Data
The Enterprise Data window enables you to:
■
Configure Agent Desktop so that so that agents in the selected work flow
group can edit enterprise data
group can edit enterprise data
■
Set thresholds for call duration at a particular type of device while a call is in
the contact center
the contact center
Data
The Data tab (see
) controls whether or not an agent in the work flow group
is allowed to edit the enterprise data displayed in Agent Desktop.
Figure 46.
Data tab.
To enable enterprise data editing:
■
Select the Allow agent to edit Enterprise Data check box, and then click Apply.
Call Activity
The Call Activity tab (see
) enables you to set the thresholds for the selected
work flow group for call duration at a particular type of device (Route Point and Agent)
while a call is in the contact center.
while a call is in the contact center.
If a call remains at a device longer than the defined Caution or Warning threshold, a
Caution or Warning icon is displayed next to the device name in the Agent Desktop call
activity pane.
Caution or Warning icon is displayed next to the device name in the Agent Desktop call
activity pane.