Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
November 19, 2013
213
C
Glossary
A
ACD
See automatic call distribution.
action
An occurrence that takes place when a rule is met. More than one action can take
place as a result of meeting a rule.
place as a result of meeting a rule.
administrator
The person who administers CAD. The administrator defines work flows and
teams, and the look and feel of the agent’s desktop.
teams, and the look and feel of the agent’s desktop.
agent
The person who interacts with customers in a contact center.
Agent Desktop
The Cisco desktop application used by a contact center agent to handle customer
calls.
calls.
agent state
An agent’s current ACD status. Possible statuses are Ready, Not Ready, Work
Ready, Work Not Ready, Reserved, Hold, Talking, and Logged Out.
Ready, Work Not Ready, Reserved, Hold, Talking, and Logged Out.
Agent State action
An action type that changes an agent’s ACD agent state.
Always on Top mode
A display mode in which the interface is always on top of all other windows and
does not minimize.
does not minimize.