Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Desktop Administrator User Guide
52
November 19, 2013
Result
The agent automatically enters a wrap-up state for the
configured wrap-up time after the call is terminated.
When the wrap-up time is over, the agent transitions
to the state in which he or she was before the call
arrived.
configured wrap-up time after the call is terminated.
When the wrap-up time is over, the agent transitions
to the state in which he or she was before the call
arrived.
* Do not use the Required with Data option in this scenario. If no wrap-up data is configured in
Desktop Administrator, Agent Desktop will not function properly because the required wrap-up data
is not available.
Table 13.
Scenario 3
ICM Agent Desk Setting
• Work mode on Incoming is set to Optional,
Required, or Required with Data
• Wrap up time is configured
Desktop Administrator
Settings
Settings
• Wrap-up data is configured
• Wrap-up data is enabled
• A work flow is configured so that for inbound calls,
when the Answered event occurs the agent
transitions to the Work Ready or Work Not Ready
state
transitions to the Work Ready or Work Not Ready
state
Result
The agent automatically enters Work Ready or Work
Not Ready state while on the call, and on completing
the call, is automatically prompted to enter wrap-up
data.
Not Ready state while on the call, and on completing
the call, is automatically prompted to enter wrap-up
data.
Table 14.
Scenario 4
ICM Agent Desk Setting
• Work mode on Incoming is set to Optional,
Required, or Required with Data
• Wrap up time is configured
Desktop Administrator
Settings
Settings
• Wrap-up data is configured
• Wrap-up data is enabled
• No work flow that includes an agent state change
is configured
Result
Agents must manually select Work Ready or Work Not
Ready state before the call is completed in order to
enter wrap-up data.
Ready state before the call is completed in order to
enter wrap-up data.
Table 12.
Scenario 2 (cont’d)