Руководство Пользователя для Cisco Cisco Agent Desktop 10.5
Wrap-up Data
March 1, 2013
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value that the agent selects appears in the Termination_Call_Detail record for the call
in the Unified ICM database.
in the Unified ICM database.
IP Phone Agent is limited to a maximum of 100 wrap-up data descriptions.
To enable Desktop Administrator to properly manage wrap-up data, you must
configure the following Enterprise Desk Settings options in Unified ICM Configuration
Manager as optional:
configure the following Enterprise Desk Settings options in Unified ICM Configuration
Manager as optional:
■
Work mode on Incoming
■
Work mode on Outgoing
Within Unified ICM Configuration Manager, you can configure wrap-up data so that it is
required when transitioning to the Work Ready or Work Not Ready states. However,
Agent Desktop cannot detect these settings. Leave the Unified ICM Configuration
Manager settings as optional and enable or disable wrap-up data within Desktop
Administrator.
required when transitioning to the Work Ready or Work Not Ready states. However,
Agent Desktop cannot detect these settings. Leave the Unified ICM Configuration
Manager settings as optional and enable or disable wrap-up data within Desktop
Administrator.
When creating wrap-up data descriptions, follow these guidelines:
■
Descriptions can consist of up to 39 alphanumeric characters. No
punctuation or other characters are allowed.
punctuation or other characters are allowed.
NOTE: Depending on whether the agent’s IP phone has UTF-8
support for double-byte languages, wrap-up descriptions in IP Phone
Agent might not display correctly. See the Cisco CAD Installation
Guide for more information on language support for IP Phone Agent.
support for double-byte languages, wrap-up descriptions in IP Phone
Agent might not display correctly. See the Cisco CAD Installation
Guide for more information on language support for IP Phone Agent.
■
Duplicate descriptions are not allowed.
Creating Wrap-up Data Descriptions
Contact centers use wrap-up data for numerous reasons, such as tracking the
frequency of specific activities or identifying accounts to which calls should be
charged. If wrap-up data is enabled, whenever an agent changes agent state to Work
Ready or Work Not Ready immediately after a call terminates, the agent chooses the
appropriate wrap-up data description from a popup dialog box.
frequency of specific activities or identifying accounts to which calls should be
charged. If wrap-up data is enabled, whenever an agent changes agent state to Work
Ready or Work Not Ready immediately after a call terminates, the agent chooses the
appropriate wrap-up data description from a popup dialog box.
You can create and modify wrap-up data descriptions on both the global and work flow
group level.
group level.