Cisco Cisco Agent Desktop 10.5 技术参考
1
Supervisor Desktop Window
2
Toolbar
Button Name
Shortcut
Description
Refresh
Ctrl-F
Updates the information in the Data View
pane.
pane.
Logout
Ctrl-L
Logs the selected agent out of the IP Call
Center (IPCC) server.
Center (IPCC) server.
Ready
Ctrl-E
Puts the selected agent into the Ready state
(available to receive routed calls).
(available to receive routed calls).
Not Ready
Ctrl-N
Puts the selected agent into the Not Ready
state (not available to receive routed calls).
state (not available to receive routed calls).
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1
Team View pane—Displays the skills, supervisors, and logged-in agents for the
selected team.
selected team.
2
Team Selection list—Use this drop-down list to choose the team to view.
Supervisor Desktop performs all tasks (monitoring, recording, sending messages,
etc.) on the team you choose from this list.
Supervisor Desktop performs all tasks (monitoring, recording, sending messages,
etc.) on the team you choose from this list.
3
Voice Monitor volume slider—Use this slider to adjust the speaker volume.
4
Data View pane—Displays skill group statistics, agent statistics, or call
information, depending on the option you select inthe Team View Pane.
information, depending on the option you select inthe Team View Pane.
5
Text entry pane—Type chat messages or scrolling marquee messages in this text
field.
field.
6
Chat Log pane—Displays a log of this session’s chat messages.
3
Menus
Barge-In
Ctrl-B
Adds you to an agent’s phone call.
Intercept
Ctrl-I
Intercepts an agent’s phone call and
disconnects the agent from it.
disconnects the agent from it.
Start
Recording
Recording
Ctrl-R
Starts recording the selected phone call.
Stop
Recording
Recording
Ctrl-S
Stops recording the selected phone call.
Start Voice
Monitoring
Monitoring
Ctrl-A
Starts voice monitoring of the selected agent.
Stop Voice
Monitoring
Monitoring
Ctrl-P
Stops voice monitoring of the selected agent.
Menu
Options Available
File
•
Exit. Closes Supervisor Desktop.
View
•
UserID. Shows/hides the agent’s user ID in the Team View pane.
•
Ext. Shows/hides the agent’s extension in the Team View pane.
•
Both UserID and Ext. Shows/hides both the agent’s user ID and
extension in the Team View pane.
extension in the Team View pane.
•
Recorded Files. Accesses the log of recorded conversations.
Intervention
•
Start Voice Monitoring. Starts monitoring an agent.
•
Stop Voice Monitoring. Stops monitoring an agent.
Help
•
Contents. Accesses the online help.
•
About Supervisor. Displays the version and copyright
information.
information.
Button Name
Shortcut
Description