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Changing Wrap-up codes in CAD (UCCE)
Changing Wrap-up codes in CAD (UCCE)
Figure 1- Work flow group configuration options. |
Figure 2 – add wrap up data |
Fig.3. Agents Desktop Settings (through AW) |
in the Screen shot above the desk settings name is Mainline, this
Figure 4 – Selecting Wrap up code |
Monday, 12 August 2013
Cisco Agent Desktop Administrator, basics
“Overview of the Cisco Agent Desktop Administrator GUI, creating Work Flows and assigning them to agents”
In this post a will quickly scratch the surface on the Cisco Agent Desktop Administrator client.
The Cisco desktop Workflow administrator, is part of the Unified Contact Center Enterprise suite. It used to configure the layout of the Cisco Agent Desktop.
The Cisco Desktop Administrator consists of 2 parts:
- Desktop based Cisco desktop Work flow administrator
- web based Cisco desktop administrator
Personally I think the term “work flow” is a bit vague. Think of work flows as profiles that get pushed out to the CAD software as soon as an agent logs in. It provides the appearance and behavior of CAD, such as phone book, reason codes, wrap-up codes and tool bar buttons that allow chatting, call recording and other customized tasks. Below is the main menu when opening the Work Flow administrator.
Figure 1 – Cisco Desktop Administrator Main Window |
Figure 2 – Work Flow Group Expanded |
Figure 3 – Cisco Agent Desktop user interface – Tool Bar |
Figure 4 – User Interface properties |
For example, TASK 10, in Figure 3 this is a button available to an agent in the CAD Toolbar.
Fig. 5 – Call Control Action Setup |
The available actions that a toolbar item can have are depicted in figure 6.
Figure 6 – Tool bar item action selection window |
For a guide and comprehensive list of features available in CAD:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/user/guide/cda80ccxug-cm.pdf
(this link is actually for UCCX, but the desktop administrator software is very much the same)
After the workflow groups have been created, agents will need to be assigned to them. To do this log onto the Desktop Administrator Webpages:
http://<IP address of UCCE Peripheral GW>:8088/teamadmin/login.cda
Login with the admin account, and go to PERSONNEL>AGENT, and select the right Work Flow Group to the agent (as you can see in Figure 7, the Work Flow Group names, available in the pull down menu, are populated and altered through the client).