Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco IP Phone Agent User’s Guide 6.0(2)
20
29-September-04
Wrap-Up Data
IP Phone Agent can be configured by the system administrator so that you are
required to enter wrap-up data when you change to the Work Ready or Work Not
Ready state. The wrap-up data are set up by your system administrator and are
customized for your work group.
required to enter wrap-up data when you change to the Work Ready or Work Not
Ready state. The wrap-up data are set up by your system administrator and are
customized for your work group.
Wrap-up data are descriptions used by contact centers for purposes such as
tracking the frequency of different activities or identifying the account to which to
charge a call.
tracking the frequency of different activities or identifying the account to which to
charge a call.
If wrap-up data is enabled, whenever you change your state to Work Ready or
Work Not Ready during a routed call, you are prompted to enter wrap-up data
after the call ends.
Work Not Ready during a routed call, you are prompted to enter wrap-up data
after the call ends.
X
To enter wrap-up data:
■
Choose the appropriate wrap-up data from the menu.
Figure 8.
Sample wrap-up data screen. Your wrap-up data may differ.
14:23 07/10/01
2101
Agent: 7001
1 Update customer record
Agent State: Not Ready
2 Log customer call
Select
Exit
Stats