Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Creating Supervisor Work Flows
July 2008
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d. Repeat for the Within and Below thresholds.
6. When you have finished, click OK to enable the work flow.
Example: Setting Up a Supervisor Work Flow
The following is a step-by-step illustration of setting up a supervisor work flow. This
work flow:
work flow:
■
Changes the skill group name color to green and displays “Below” next to it in
the Skill Groups tree control when there are less than 2 calls waiting, or if the
current oldest call is less than 1 minute old
the Skill Groups tree control when there are less than 2 calls waiting, or if the
current oldest call is less than 1 minute old
■
Changes the skill group name color to blue and displays “Caution” when there
are 2 to 5 calls waiting, or if the current oldest call is between 1 and 5
minutes old
are 2 to 5 calls waiting, or if the current oldest call is between 1 and 5
minutes old
■
Changes the skill group name color to red and displays “Warning” when there
are more than 5 calls waiting, or if the current oldest call is more than 5
minutes old
are more than 5 calls waiting, or if the current oldest call is more than 5
minutes old
To set up the example supervisor work flow:
1. Choose Tools > Supervisor Work Flow Administrator. The Supervisor Work
Flow List dialog box appears.
2. Click Add. The Add New Work Flow dialog box appears.
3. Enter the name Customer Management, and then click OK. The Skill Group
Selection dialog box appears.