Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Agent Desktop—Browser Edition User Guide
32
February 6, 2013
Supervisor Involvement
Your supervisor can be involved in your contact with customers in several ways:
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By intervening in the customer call
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By changing your agent state
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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:
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Barge in on a call—join your call with a customer in a forced conference
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Intercept a call—transfer a customer call to him or herself in a forced transfer
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Monitor your calls
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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 might or might not be notified when your
supervisor monitors or records your calls, depending on how the system is configured.
appearance of a popup window. You might or might 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 CAD-BE. 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 or by looking at the
state field on the status bar.
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 or by looking at the
state field on the status bar.