Руководство Пользователя для Cisco Cisco Agent Desktop 8.5
Agent Desktop Interface
November 2006
19
2. Modify the data.
3. Click OK.
Call Activity
The call activity section displays the call activity for the selected call.
NOTE: In some cases, a call may be on multiple devices
simultaneously. For example, if a call is placed in multiple queues or is
conferenced to multiple extensions, the call activity section displays
the duration of the call on each individual device, and overlapping
times are not indicated. In this case the total duration is the sum of
the time spent on these overlapping devices, and is greater than the
actual amount of time the call spends in the contact center.
simultaneously. For example, if a call is placed in multiple queues or is
conferenced to multiple extensions, the call activity section displays
the duration of the call on each individual device, and overlapping
times are not indicated. In this case the total duration is the sum of
the time spent on these overlapping devices, and is greater than the
actual amount of time the call spends in the contact center.
Thresholds
A threshold is the acceptable amount of time a call can remain at a particular device
or contact center. Your system administrator may assign caution and warning
threshold values to each device type, as well as a total threshold value for a call.
or contact center. Your system administrator may assign caution and warning
threshold values to each device type, as well as a total threshold value for a call.
If a call remains at a device longer than the defined caution and warning thresholds, a
caution or warning icon is displayed in the call activity pane next to the device. These
icons are:
caution or warning icon is displayed in the call activity pane next to the device. These
icons are:
Integrated Browser Pane
The integrated browser pane displays internet or intranet web pages to help you
serve customers. The administrator can configure a specific website to display as
your home page, and add a list of work sites (similar to web browser “favorites”) that
allow you to navigate to frequently-used websites quickly.
serve customers. The administrator can configure a specific website to display as
your home page, and add a list of work sites (similar to web browser “favorites”) that
allow you to navigate to frequently-used websites quickly.
Table 5.
Call Activity fields
Field
Description
Device
List of devices the call passed through.
Type
Type of device the call passed through.
Description
Description of the device the call passed through.
Total
Sum of all the durations listed.
Caution
Warning