Руководство Пользователя для Cisco Cisco Agent Desktop 8.0
Wrap-Up Data
April 2011
21
Wrap-Up Data
You might be required to enter wrap-up data when you change your agent state to
Work Ready or Work Not Ready. Wrap-up data are descriptions used by contact
centers for such purposes as tracking the frequency of different activities or
identifying the account to which to charge a call.
Work Ready or Work Not Ready. Wrap-up data are descriptions used by contact
centers for such purposes as tracking the frequency of different activities or
identifying the account to which to charge a call.
shows a Wrap-up Data menu with sample wrap-up data. The wrap-up data
that is displayed in your menu will differ.
Wrap-up data are created by your system administrator and are customized for your
work group. If your system administrator has enabled wrap-up data, whenever you
change your state to Work Ready or Work Not Ready during a routed call, after the call
ends IP Phone Agent prompts you to enter wrap-up data.
work group. If your system administrator has enabled wrap-up data, whenever you
change your state to Work Ready or Work Not Ready during a routed call, after the call
ends IP Phone Agent prompts you to enter wrap-up data.
Your system administrator configures a certain amount of time for you to do your
wrap-up work and enter wrap-up data. When the wrap-up (work) timer expires, you are
automatically transitioned to the Ready or Not Ready state, depending on how it is
configured.
wrap-up work and enter wrap-up data. When the wrap-up (work) timer expires, you are
automatically transitioned to the Ready or Not Ready state, depending on how it is
configured.
NOTE: If you do not select wrap-up data before the wrap-up (Work)
timer expires, you will be unable to select a wrap-up data code.
timer expires, you will be unable to select a wrap-up data code.
To enter wrap-up data:
■
Choose the appropriate wrap-up data from the menu.
Figure 9.
Sample Wrap-up Data menu
14:23 07/10/09
2101
Wrap-up Data - ID:2311
1 Update customer record
Work Not Ready
2 Log customer call
Select Stats