Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Work Flow Groups
31-Mar-06
65
Work Flow Groups
Use the Work Flow Groups function to create and configure agent work flow groups.
Figure 36.
Accessing Work Flow Group functions in the navigation tree.
Under the Work Flow Groups node is the Agents subnode, under which are
individual work flow groups. Initially there is a default work group, which can be
edited, renamed, or deleted. You can also create additional custom work flow groups.
individual work flow groups. Initially there is a default work group, which can be
edited, renamed, or deleted. You can also create additional custom work flow groups.
When you click on a work flow group, the elements that make up that work flow group
appear as subnodes:
appear as subnodes:
■
Enterprise Data. Configure enterprise data on the agent desktop for the
selected work flow group.
selected work flow group.
■
Wrap-up Data. Create and edit wrap-up data for the selected work flow
group.
group.
■
User Interface. Configure the Agent Desktop and IP Phone Agent interfaces
for the selected work flow group.
for the selected work flow group.
■
Voice Contact Work Flows. Configure work flows based on voice call
events.
events.
■
Agent Management Work Flows. Configure work flows based on agent
state and time of day.
state and time of day.