Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
CAD-BE Interface
March 25, 2013
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Whenever the IP IVR is involved in a call, CAD-BE displays the same information about
the call in the contact appearance pane as your IP phone displays on its screen.
Enterprise Data may display different data because it tracks the entire life of the call.
the call in the contact appearance pane as your IP phone displays on its screen.
Enterprise Data may display different data because it tracks the entire life of the call.
Contact Management Pane
The contact management pane contains enterprise data (on the left) and call activity
information (on the right) for all inbound and outbound calls (
information (on the right) for all inbound and outbound calls (
).
You can click the Show/Hide Contact Management button on the toolbar to show or
hide this pane of the interface.
hide this pane of the interface.
Enterprise Data
The enterprise data pane displays data associated with the selected call. The exact
data that is displayed is configured by your administrator.
data that is displayed is configured by your administrator.
Call Activity
NOTE: Some calls may be on multiple devices simultaneously. For
example, if a call is placed in multiple queues or is conferenced to
multiple extensions, the call activity section displays the duration of
the call on each individual device, and overlapping times are not
indicated. In this case the total duration is the sum of the time spent
on these overlapping devices, and is greater than the actual amount
of time the call spends in the contact center.
example, if a call is placed in multiple queues or is conferenced to
multiple extensions, the call activity section displays the duration of
the call on each individual device, and overlapping times are not
indicated. In this case the total duration is the sum of the time spent
on these overlapping devices, and is greater than the actual amount
of time the call spends in the contact center.
Figure 5.
Contact Management pane
Table 7.
Call Activity fields
Field
Description
Device
List of devices the call passed through.
Type
Type of device the call passed through.
Description
Description of the device the call passed through.
Duration
The amount of time the call is at the device.
Total
Sum of all the durations listed.