Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
The Supervisor Desktop Window
March 25, 2013
17
Formatting Agent Names in the Agent Tree
The Preferences window also enables you to control how agent names are displayed
in the Agent tree.
in the Agent tree.
An agent can be identified by one or all of the following:
■
Name
■
Extension
■
Application used by the agent (CAD, CAD-BE, or IPPA)
■
Type of agent (mobile)
At least one of these must be selected to identify an agent in the Agent tree.
If all options are selected, the information in the Agent tree appears as follows:
Jane Smith x1500 CAD-BE
John Doe x1000 CAD 6125551234 (Mobile)
In this example:
■
Jane Smith is a CAD-BE agent. The number displayed is her extension.
■
John Doe is a mobile agent. The number displayed as the extension is the CTI
port that the agent connects to when logging in. The 10-digit phone number is
the number of the phone device that the agent is using to handle calls.
port that the agent connects to when logging in. The 10-digit phone number is
the number of the phone device that the agent is using to handle calls.
To format agent names in the Agent tree:
1. Choose View > Preferences, and then select the Agents node.
2. In the Format node text grid, check the elements you want to use to identify
an agent. You must select at least one element. A sample of what the name
will look like appears on the Sample line.
will look like appears on the Sample line.
3. Click OK.
Restoring the Interface Default Layout
To restore your Supervisor Desktop to its default layout, open the Preferences window
(choose View > Preferences), then click Restore default layout.
(choose View > Preferences), then click Restore default layout.
Clicking this button makes the following changes:
■
In the Real Time Displays pane, moves displays to their default positions:
— the Team Skill Statistics Display to the top
— the Team Agent Statistics Display to the middle
— the Team Agent State Display to the bottom