Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

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Supervisor Desktop is the portion of CAD 6.0 that resides on the supervisor’s 
desktop.

With Supervisor Desktop, you are able to:

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View realtime agent call activity

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Record and archive agent phone calls

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Silently monitor agent phone calls

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“Barge in” on calls (join an agent’s conversation)

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“Intercept” calls (disconnect an agent from a call and take it over)

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Change an agent’s ACD agent state

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View agent and team statistics and performance reports

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Use instant messaging to communicate with any and all agents on your 
team

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Send team performance messages to all agents on your team to broadcast 
important news

Cisco provides several ways to obtain documentation, technical assistance, and other 
technical resources. These sections explain how to obtain the most current technical 
information from Cisco Systems.