Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco IP Phone Agent User Guide
18
July 2008
Wrap-Up Data
You may be required to enter wrap-up data when you change your agent state to Work
Ready or Work Not Ready. Wrap-up data are descriptions used by contact centers for
such purposes as tracking the frequency of different activities or identifying the
account to which to charge a call.
Ready or Work Not Ready. Wrap-up data are descriptions used by contact centers for
such purposes as tracking the frequency of different activities or identifying the
account to which to charge a call.
shows a Wrap-up Data menu with sample wrap-up data. The wrap-up data
that is displayed in your menu will differ.
Wrap-up data are created by your system administrator and are customized for your
work group. If your system administrator has enabled wrap-up data, whenever you
change your state to Work Ready or Work Not Ready during a routed call, after the call
ends IP Phone Agent prompts you to enter wrap-up data.
work group. If your system administrator has enabled wrap-up data, whenever you
change your state to Work Ready or Work Not Ready during a routed call, after the call
ends IP Phone Agent prompts you to enter wrap-up data.
To enter wrap-up data:
■
Choose the appropriate wrap-up data from the menu.
Figure 9.
Sample Wrap-up Data menu
14:23 07/10/05
2101
Wrap-up Data - ID:2311
1 Update customer record
Work Not Ready
2 Log customer call
Select Stats