Cisco Cisco Agent Desktop 8.5 Guia Da Instalação
CAD 7.1 Components
November 2006
13
Cisco Supervisor Desktop
Cisco Supervisor Desktop allows contact center supervisors to manage agent teams
in real time. They can observe, coach, and view agent status details, as well as view
conference information. Without the caller’s knowledge, supervisors can initiate chat
sessions with agents to help them handle calls, and push web pages to the agent to
assist the agent in serving the customer. They can also silently monitor and record
customer calls and, if necessary, conference in or take over those calls using the
barge-in and intercept features. Through the Supervisor Record Viewer, supervisors
can play back and save recorded agent calls.
in real time. They can observe, coach, and view agent status details, as well as view
conference information. Without the caller’s knowledge, supervisors can initiate chat
sessions with agents to help them handle calls, and push web pages to the agent to
assist the agent in serving the customer. They can also silently monitor and record
customer calls and, if necessary, conference in or take over those calls using the
barge-in and intercept features. Through the Supervisor Record Viewer, supervisors
can play back and save recorded agent calls.
Services
Browser & IP Phone Agent Service
The Browser & IP Phone Agent (BIPPA) service enables IP phone agents to log in
and out of ICM, change agent states, and enter wrap-up data and reason codes
without using a computer. It also provides these functions to agents who use the
browser-based CAD-BE.
and out of ICM, change agent states, and enter wrap-up data and reason codes
without using a computer. It also provides these functions to agents who use the
browser-based CAD-BE.
This service works in conjunction with the Services feature of CallManager and Cisco
IP phones.
IP phones.
Chat Service
The Chat service acts as a message broker between the Chat clients and Supervisor
Desktop. It is in constant communication with all agent and supervisor desktops.
Desktop. It is in constant communication with all agent and supervisor desktops.
Agents’ desktops inform the Chat service of all call activity. The service, in turn, sends
this information to all appropriate supervisors. It also facilitates the sending of text
chat and team messages between agents (excluding CAD-BE and IP Phone agents)
and supervisors.
this information to all appropriate supervisors. It also facilitates the sending of text
chat and team messages between agents (excluding CAD-BE and IP Phone agents)
and supervisors.
Directory Services
All other CAD services register with Directory Services at startup. Clients use
Directory Services to determine how to connect to the other services.
Directory Services to determine how to connect to the other services.
The majority of the agent, supervisor, team, and skill information is kept in Directory
Services. Most of this information is imported from the ICM logger and kept
synchronized by the Sync (Synchronization) service.
Services. Most of this information is imported from the ICM logger and kept
synchronized by the Sync (Synchronization) service.
Enterprise Service
The Enterprise service tracks calls in the system. It is used to attach IVR-collected
data to a call in order to make it available at the agent desktop. It also provides
real-time call history.
data to a call in order to make it available at the agent desktop. It also provides
real-time call history.