Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
November 19, 2013
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soft phone
A software phone, such as Agent Desktop’s dial pad.
Startup event
The event that occurs when Agent Desktop starts up. See event.
status bar
The area on the Agent Desktop or Supervisor Desktop interface that displays the
status of the agent and of the CAD system.
status of the agent and of the CAD system.
Stealth mode
A display mode in which an application appears as an icon in the system tray
unless maximized by the agent.
unless maximized by the agent.
supervisor
The leader and/or manager of a team of agents.
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.