Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Agent Desktop—Browser Edition User Guide
26
March 25, 2013
Supervisor Involvement
Your supervisor can be involved in your contact with customers in several ways:
■
By intervening in the customer call
■
By changing your agent state
■
By pushing web pages for you to view in your integrated browser
Call Involvement
Your supervisor can be involved in calls you receive. He or she can:
■
Barge in on a call—join your call with a customer in a forced conference
■
Intercept a call—transfer a customer call to him or herself in a forced transfer
■
Monitor your calls
■
Record your calls for review later
You are notified when your supervisor barges in or intercepts your phone call by the
appearance of a popup window. You may or may not be notified when your supervisor
monitors or records your calls, depending on how the system is configured.
appearance of a popup window. You may or may not be notified when your supervisor
monitors or records your calls, depending on how the system is configured.
Browser Involvement
Your supervisor can push (send) a selected web page to your integrated browser
window. This enables your supervisor to coach you during a call by providing
information that will help you work with a customer.
window. This enables your supervisor to coach you during a call by providing
information that will help you work with a customer.
Agent State Involvement
Your supervisor can change your agent state and log you out of Agent Desktop. You
are not notified when your supervisor changes your agent state. You can tell which
state you are in by which agent state toolbar button is enabled or disabled.
are not notified when your supervisor changes your agent state. You can tell which
state you are in by which agent state toolbar button is enabled or disabled.