Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

Cisco Supervisor Desktop User Guide

40

July 2008

Changing Agents’ ACD States

You can use Supervisor Desktop to change the ACD state of an agent on your team, 
including logging an agent out. 

NOTE:  If you log a CAD agent out, that agent will continue to appear in 
the agent tree and will be able to chat and receive team messages. If 
you log out a CAD-BE or IP Phone agent, that agent disappears from 
the agent tree.

1. From the Agents tree, select the agent whose state you want to change.

2. On the toolbar, click the appropriate agent state button.

NOTE:  There is a delay of about 2 to 3 seconds before the command 
to change agent state takes effect. To ensure you set the desired 
agent state, allow enough time between clicking Agent State buttons 
for the command to take effect.

NOTE:  If an agent state change fails, you will not see any failure 
message. You will know that an agent state change succeeds if the 
icon next to the agent’s name in the team view pane changes to the 
current agent state icon.