Cisco Cisco Agent Desktop 8.5 用户指南
February 24, 2005
7-1
Glossary
– A –
ACD
See automatic call distribution.
action
An occurrence that takes place when a rule is met. Actions include: running a
macro, launching a third-party application, performing a call control, setting
an agent state, or running a utility. More than one action can take place as a
result of meeting a rule.
macro, launching a third-party application, performing a call control, setting
an agent state, or running a utility. More than one action can take place as a
result of meeting a rule.
administration, central
The administration of groups of agents from a central PC.
administration, local
An option that allows an agent to program or administer some aspects of his
or her Agent Desktop application.
or her Agent Desktop application.
administrator
The person who administers the Desktop Product Suite. For example, the
administrator defines work flows and teams, and the look and feel of the
agent’s desktop.
administrator defines work flows and teams, and the look and feel of the
agent’s desktop.
agent
The person who interacts with customers in a contact center.
Agent Desktop
The Cisco desktop application used by a contact center agent to handle
customer calls.
customer calls.