Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

Agent management work flows manage agent activity based on Agent Desktop 
activity, agent ACD states, and time of day. The work flows follow the event—rule—
action behavior used by voice contact work flows. There is a major difference—there 
is no initial filtering similar to the voice contact classification applied to voice 
contacts.

For example, agent management work flows could be set up as follows:

■

Every work day at 4:30, agents receive a popup message reminding them to 
complete their time cards.

■

Whenever Agent Desktop starts up, Notepad is launched on the agent’s 
desktop.

■

Whenever an agent receives a call, a macro enters enterprise data in a 
database.

The general procedure for creating an agent management work flow is as follows:

1. Select the event that triggers the work flow.