Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
1
Toolbar Buttons and Keyboard Shortcuts
Refreshing the Data Display
Changing Agent State
Call Handling
Team Communication
Recording
Voice Monitoring
Icon Name
Shortcut Description
Refresh
Ctrl+F
Refreshes the information in the data view pane.
Icon Name
Shortcut Description
Logout
Ctrl+L
Logs the selected agent out of the ACD.
Ready
Ctrl+E
Changes the selected agent’s state to Ready.
Not Ready
Ctrl+N
Changes the selected agent’s state to Not Ready.
Work Ready
Ctrl+D
Changes the selected agent’s state to Work Ready.
Work Not Ready Ctrl+Y
Changes the selected agent’s state to Work Not Ready.
Icon Name
Shortcut Description
Barge-in Ctrl+B
Enables you to join an agent’s phone conversation.
Intercept Ctrl+I
Enables you to intercept a call while disconnecting the agent from the call.
Icon Name
Shortcut Description
Chat
Ctrl+J
Opens the Chat Selection window.
Team Message
Ctrl+X
Opens the Team Message window.
Icon Name
Shortcut Description
Start Record
Ctrl+R
(Enhanced/Premium only). Starts recording the selected call.
Stop Record
Ctrl+S
(Enhanced/Premium only). Stops recording the selected call.
Icon Name
Shortcut Description
Start Voice Monitor
Ctrl+A
Starts monitoring the selected agent.
Stop Voice Monitor
Ctrl+P
Stops monitoring the selected agent.
Voice monitor volume Ctrl+V
Opens a volume slider control.
2
Common Tasks
Sending Chat Messages
Step 1
On the toolbar, click Chat. The Chat Selection window opens.
Step 2
Select the names of one or more people, then choose Actions > Chat.
Step 3
In the Chat Session window, type your message. To make your message pop
on the recipient’s screen, select the High priority check box.
on the recipient’s screen, select the High priority check box.
Step 4
Click Send or press Enter.
Sending Team Messages
Step 1
Select a team, then click Team Message.
Step 2
Type a message or select one of the last 10 messages that you sent.
Step 3
If desired, enter a different expiration time. The default is 30 minutes.
(To stop a message before it expires, click Stop.)
(To stop a message before it expires, click Stop.)
Step 4
Click Start, then Close. All agents on your team who are running Agent
Desktop will receive the message, even if they are not logged into the ACD.
Desktop will receive the message, even if they are not logged into the ACD.
Reviewing and Archiving Recordings
Step 1
Choose Tools > Recorded Files. The Supervisor Record Viewer window
appears.
appears.
Step 2
Select the day that has the recordings you want to review or archive. To
display recordings saved for 30 days, click Extended Lifetime.
display recordings saved for 30 days, click Extended Lifetime.
Step 3
Select a recording, then choose one of the following operations.
•
To review the recording, click Play.
•
To tag the recording for extended archiving, click Set Extended Lifetime.
The recording will be saved for 30 days.
The recording will be saved for 30 days.
Pushing a Web Page to an Agent
Step 1
Select the agent to whom you want to push a page from the Agent tree.
Step 2
Choose Intervention > Coach by Pushing a Page.
Step 3
Type or select a URL, then click Push.