Cisco Cisco Agent Desktop 9.0 用户指南
Work Flow Groups
January 16, 2013
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Work Flow Groups
Use the Work Flow Groups function to create and configure agent work flow groups
(
(
Under the Work Flow Groups node are individual work flow groups. Initially there is a
default work group, which can be edited, renamed, or deleted. You can also create
additional work flow groups.
default work group, which can be edited, renamed, or deleted. You can also create
additional work flow groups.
When you click on a work flow group, the elements that make up that work flow group
appear as subnodes:
appear as subnodes:
■
Enterprise Data. Configure enterprise data on the agent desktop for the
selected work flow group.
selected work flow group.
■
Reason Codes. Assign reason codes for the selected work flow group.
■
Wrap-up Data. Create and edit wrap-up data for the selected work flow group.
■
Phone Book. Create and edit phone books for the selected work flow group.
■
CAD Agent. Configure the user interface, voice contact work flows, and agent
management work flows for agents who use Agent Desktop.
management work flows for agents who use Agent Desktop.
■
CAD-BE Agent. Configure the user interface and voice contact work flows for
agents who use CAD-BE.
agents who use CAD-BE.
■
IP Phone Agent. Enable agent-initiated recording for agents who use the
IP Phone Agent service.
IP Phone Agent service.
Figure 49.
Accessing Work Flow Group functions in the navigation tree