Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Desktop Administrator User Guide
252
January 16, 2013
Supervisor Desktop
The application used by contact center supervisors to manage agent teams in real
time.
time.
Sync Service
See Cisco Sync Service.
T
task button
One of a series of up to 10 buttons on the Agent Desktop interface to which
actions can be assigned.
actions can be assigned.
team
A group of agents who report to the same supervisor.
Team Performance Message (TPM)
A message the supervisor can create to display in Agent Desktop for a set length
of time to communicate important information. The TPM can be scrolling or
non-scrolling, depending on how the supervisor configures it.
of time to communicate important information. The TPM can be scrolling or
non-scrolling, depending on how the supervisor configures it.
threshold
The acceptable amount of time a call can remain at a particular device or call
center. Caution or warning icons are displayed in the Enterprise Data window
when thresholds are met or exceeded for a call.
center. Caution or warning icons are displayed in the Enterprise Data window
when thresholds are met or exceeded for a call.
touch tones
See dual tone multi-frequency.
TPM
See Team Performance Message.
transfer
A phone switch feature that allows moving a call from one extension to another.
transfer, blind
A transfer in which the active call is transferred to the third party without ensuring
that the transfer is successful (picked up at the other end).
that the transfer is successful (picked up at the other end).
transfer, supervised
A transfer in which you speak to the third party to whom the call is being
transferred before connecting the active call, in order to confirm that the transfer
can be made successfully.
transferred before connecting the active call, in order to confirm that the transfer
can be made successfully.