Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

Using the Supervisor Work Flow Administrator feature, you can configure your 
desktop to perform certain actions based on queue statistics for calls waiting and 
calls in queue for specified skill groups. 

These work flows apply only to you, not to any other supervisors, and are available to 
you no matter where you log into Supervisor Desktop. They are tied to your login 
information.

In general, work flows consist of events, rules, and actions. 

■

The event that triggers an action is a skill groups queue statistics update. 
Queue statistics are updated once every 5 seconds

.

■

The rule the event must meet is one or both of the following:

—

The number of calls waiting is below, within, or above specified limits

—

The oldest call in queue is below, within, or above specified time 
durations

■

The actions triggered by meeting the rules can be:

—

Change the color of the skill group name in the tree control and/or add a 
message next to it

—

Highlight data in the tabular real-time display

—

Display a popup message on your desktop

—

Play a *.wav file on your desktop

—

Send an email to selected recipients

For example, you can set up a work flow so that when there are more than 10 calls 
waiting in the queue for Skill Group 6500, the skill group name in the Skill Groups 
tree turns red and an audible warning sounds every 15 seconds. 

1. Choose Tools > Supervisor Work Flow Administrator.

The Supervisor Work Flow List dialog box appears.

2. Click Add.

The Add New Work Flow dialog box appears.

3. Enter a name for your new work flow, and then click OK.

The Skill Group Selection dialog box appears.

4. Select the skill groups you want your work flow to apply to from the Available 

Skill Groups pane and use the arrows to move them to the Selected Skill 
Groups pane. Click OK when finished.