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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
July 2008
■
Pushing a Web Page to an Agent 36
■
Barging In on Calls 37
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Intercepting Calls 38
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Recording Calls 39
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Changing Agents’ ACD States 40
■
Using Chat 41
Predefined High-Priority Chat Messages 45
■
Using the Integrated Browser 47
Browser Toolbar 47
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Sending Team Messages 49
■
Creating Supervisor Work Flows 51
Example: Setting Up a Supervisor Work Flow 53
Work Flow Actions 56
Audible Alert Action 56
Message Box Action 58
Report Action 58
Tree Control Action 59
Email Alert Action 60
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Re-skilling Agents 62
■
Using Supervisor Record Viewer 65
■
Service Autorecovery 69
Index 71
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