Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Enterprise Data
January 16, 2013
103
Call Activity
The Call Activity tab (
) enables you to set the thresholds for the selected work
flow group for call duration at a particular type of device (Route Point and Agent) while
a call is in the contact center.
a call is in the contact center.
If a call remains at a device longer than the defined Caution or Warning threshold, a
Caution or Warning icon is displayed next to the device name in the Agent Desktop call
activity pane.
Caution or Warning icon is displayed next to the device name in the Agent Desktop call
activity pane.
To set up call activity thresholds:
1. On the Call Activity tab, enter the threshold times as desired. The maximum
value for Warning is 59 minutes, 59 seconds. The maximum value for Caution
is 59 minutes, 58 seconds.
is 59 minutes, 58 seconds.
NOTE: Enter values in the Warning fields before entering values in the
Caution fields. Desktop Administrator will not accept data entered in
the Caution fields if no data appears in the Warning fields.
Caution fields. Desktop Administrator will not accept data entered in
the Caution fields if no data appears in the Warning fields.
Figure 52.
Call Activity tab