Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
November 19, 2013
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call activity data
The information displayed Agent Desktop documenting the length of time a call is
at a particular type of device or agent within the call center.
at a particular type of device or agent within the call center.
call center
A location where calls are made and answered. A call center typically has
numerous agents and an automatic call distributor.
numerous agents and an automatic call distributor.
call control
The action of changing the state of a call, for instance, making, answering,
transferring, or dropping a call.
transferring, or dropping a call.
Call Control action
An action that performs a call control function triggered by an event meeting a
rule. Call control actions vary according to switch type.
rule. Call control actions vary according to switch type.
call history
See call activity data.
call log
The record of calls made and received by a desktop while running Agent Desktop.
call routing
The automatic sending of calls to the desired destination, such as an extension or
a queue.
a queue.
caller input
Touch tone data entered by the caller in response to prompting.
CallManager
A Cisco software-based voice over IP telephone switch.
Chat
A feature of Agent Desktop and Supervisor Desktop that enables agents and
supervisors to communicate via an instant messaging window.
supervisors to communicate via an instant messaging window.
Chat Service
See Cisco Chat Service.
chat session
A written exchange between agents or between agent and supervisor using the
Chat application.
Chat application.