Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Wrap-up Data
November 19, 2013
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Creating Wrap-up Data Descriptions
Contact centers use wrap-up data for numerous reasons, such as tracking the
frequency of specific activities or identifying accounts to which calls should be
charged. If wrap-up data is enabled, whenever an agent changes agent state to Work
Ready or Work Not Ready immediately after a call terminates, the agent chooses the
appropriate wrap-up data description from a popup dialog box.
frequency of specific activities or identifying accounts to which calls should be
charged. If wrap-up data is enabled, whenever an agent changes agent state to Work
Ready or Work Not Ready immediately after a call terminates, the agent chooses the
appropriate wrap-up data description from a popup dialog box.
You can create and modify wrap-up data descriptions on both the global and work flow
group level.
group level.
Table 15.
Scenario 5
ICM Agent Desk Setting
• Work mode on Incoming is set to Not Allowed
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
Unified ICM overrides the Desktop Administrator
settings. The agent sees the Work Ready or Work Not
Ready button on the Agent Desktop toolbar appear to
be pressed, but the agent does not enter Work Ready
or Work Not Ready state on the completion of the
inbound call.
settings. The agent sees the Work Ready or Work Not
Ready button on the Agent Desktop toolbar appear to
be pressed, but the agent does not enter Work Ready
or Work Not Ready state on the completion of the
inbound call.
Table 16.
Scenario 6
ICM Agent Desk Setting
• Work mode on Outgoing is set to Optional,
Required, Required with Data, or Not Allowed
• 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 outbound
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.