Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
June 2007
7
Cisco Supervisor Desktop User Guide
Introduction
Cisco Supervisor Desktop for Cisco Unified Contact Center Enterprise (Unified CCE) is
a robust computer telephony integration solution for single-site and multi-site IP-based
contact centers that is easy to deploy, configure, and manage. It provides supervisors
with powerful tools to increase productivity and improve customer satisfaction.
a robust computer telephony integration solution for single-site and multi-site IP-based
contact centers that is easy to deploy, configure, and manage. It provides supervisors
with powerful tools to increase productivity and improve customer satisfaction.
Supervisor Desktop’s features allow you to view real time statistics, monitor and
coach agents, barge-in, intercept, and record active agent calls when necessary,
enabling effective management of agent resources.
coach agents, barge-in, intercept, and record active agent calls when necessary,
enabling effective management of agent resources.
What’s New in This Version
■
Configurable support for Cisco Unified Communications Manager-based call
silent monitoring via an IP phone instead of CAD-based (desktop or server)
monitoring.
silent monitoring via an IP phone instead of CAD-based (desktop or server)
monitoring.
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The interface has been updated to the Windows Office 2003 theme, with
improvements to grid controls and column alignment
improvements to grid controls and column alignment