Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Agent Desktop User Guide
20
July 2008
on these overlapping devices, and is greater than the actual amount
of time the call spends in the contact center.
of time the call spends in the contact center.
Thresholds
A threshold is the acceptable amount of time a call can remain at a particular device
or contact center. Your administrator may assign caution and warning threshold
values to each device type, as well as a total threshold value for a call.
A threshold is the acceptable amount of time a call can remain at a particular device
or contact center. Your administrator may assign caution and warning threshold
values to each device type, as well as a total threshold value for a call.
If a call remains at a device longer than the defined caution and warning thresholds, a
caution or warning icon is displayed in the call activity pane next to the device. These
icons are:
caution or warning icon is displayed in the call activity pane next to the device. These
icons are:
Integrated Browser Pane
The integrated browser pane contains controls that allow you to view intranet and
internet web pages to help you assist customers. The web pages you select are
displayed in another browser window.
internet web pages to help you assist customers. The web pages you select are
displayed in another browser window.
Your administrator can configure a specific website to display as your home page, and
add a list of work sites (similar to web browser “favorites”) that allow you to navigate to
frequently-used websites quickly.
add a list of work sites (similar to web browser “favorites”) that allow you to navigate to
frequently-used websites quickly.
The integrated browser pane has the following parts:
■
Home button
■
Work Sites drop-down list
■
Editable Address field (if configured by the administrator)
For more information about this pane, see
Caution
Warning