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Cisco
Cisco Agent Desktop 8.5
Guia Do Utilizador
Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
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Contents
■
Pushing a Web Page to an Agent 37
■
Barging In on Calls 38
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Intercepting Calls 39
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Recording Calls 40
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Changing Agents’ ACD States 41
■
Using Chat 42
Predefined High-Priority Chat Messages 46
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Using the Integrated Browser 48
Browser Toolbar 48
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Sending Team Messages 50
■
Creating Supervisor Work Flows 52
Example: Setting Up a Supervisor Work Flow 54
Work Flow Actions 57
Audible Alert Action 57
Message Box Action 59
Report Action 59
Tree Control Action 60
Email Alert Action 61
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Re-skilling Agents 63
■
Using Supervisor Record Viewer 67
■
Service Autorecovery 71
Index 7
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