Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

Team 

selection

Skill group 

tree

Agent tree

Status bar

Integrated browser tab

Tabular and 
graphical 
real-time 
displays—the 
data displayed 
depends on 
which nodes in 
skill group and 
agent trees are 
selected

Refresh

Ctrl-F

Refreshes the information in the data view pane.

Logout

Ctrl-L

Logs the selected agent out of the ACD.

Ready

Ctrl-E

Puts the selected agent into the Ready state.

Not Ready

Ctrl-N

Puts the selected agent into the Not Ready state.

Work Ready

Ctrl-D

Puts the selected agent in the Work Ready state.

Work Not Ready

Ctrl-Y

Puts the selected agent in the Work Not Ready state.

Barge-In

Ctrl-B

Enables you to join an agent’s phone conversation.

Intercept

Ctrl-I

Enables you to intercept a phone call while 
disconnecting the agent from the phone call.

Chat

Ctrl-J

Opens the Chat window.

Team Message

Ctrl-X

Opens the Team Message dialog window.

Start Record

Ctrl-R

Starts recording the selected phone call (Enhanced and 
Premium versions only).

Stop Record

Ctrl-S

Stops recording the selected phone call. (Enhanced and 
Premium versions only).

Start Voice 
Monitor

Ctrl-A

Starts voice monitoring of the selected agent.

Stop Voice 
Monitor

Ctrl-P

Stops voice monitoring of the selected agent.

Choose View > Preferences to open the Preferences dialog box. From the left pane, 
select the node whose real time displays you want to configure. In the right pane are 
listed the elements you can configure for that node. Change settings as desired, and 
click Apply to save your changes.

You can send a TM to all agents on a team whether or not the agent is logged into 
the ACD, as long as the agent has Agent Desktop open.

The last 10 TMs you sent are stored and are available for resending. 

To send a TM, choose the team you want to send the message to, and then click the 
Team Message button. Enter a time for the message to expire (by default, TMs run 
for 30 minutes), enter your message in the text entry pane, and then click Start.

Click Stop to stop the message before it expires.

You can send instant messages to one or more agents on your team and to other 
supervisors. As long as Agent Desktop is open, agents will receive your message 
whether or not they are logged into the ACD.

To send a chat message, click the Chat button, and double-click the names of the 
people you want to chat with. Type your message in the Chat Session window, and 
then click Send or press Enter. If you want your message to pop on the recipient’s 
screen, select the High priority check box.

Select the agent you want to coach from the Agent tree, choose Intervention > Coach 
by pushing a page. Enter the URL of the web page you want the agent to view, select 
the URL update option, and then click Push.

Choose View > Preferences and select the Enable Embedded Browser check box. In 
the left pane select the Browser node. In the URL field in the right pane, enter the 
URL of the web page you want as your browser home page, and then click Apply.