Cisco Unified Contact Center Enterprise Solution Reference ...

Chapter 4 Unified Contact Center Enterprise Desktop
CAD User Applications
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Cisco Unified Contact Center Enterprise 7.x SRND
Desktop Solutions
Workflow Automation
The workflow automation feature allows an administrator to customize the agent environment and
how the user applications interact with that environment. Workflow automation enables data
processing actions to be scheduled based on telephony events (for example, popping data into a
third-party application on the answer event and sending email on the dropped event). Workflow
automation interfaces with applications written for Microsoft Windows browsers and terminal
emulators. Some customizations can be as simple as using keystroke macros for screen pops.
On-Demand Recording
The supervisor (and, if enabled, the agent) can record a customer phone call for later review by a
supervisor.
Unified IP Phone Agent
With this service, agents using Cisco Unified IP Phones with XML services can log in and use their
phone to perform most of the agent functions found in an agent desktop application.
Collaboration
A supervisor can text-chat directly with agents or agent teams. Agents can text-chat with supervisors
or other team members (if enabled). The supervisor can push web pages to agents and send team
messages to agent desktops. Interactive collaboration enables the contact center to communicate
better, increase productivity, improve customer responsiveness, and coach or train agents.
Task Automation
Routine agent tasks, such as email, conference to knowledge workers, launching other applications,
high-priority chat, and so forth, can be configured as task buttons on the agent's toolbar to reduce
call duration and improve customer responsiveness.
Silent Monitoring
Supervisors can initiate a silent monitor session with an agent within their team.
The CAD user applications include the following applications for call center agents, supervisors, and
administrators. There are three types of agent applications included in the CAD suite. (See Figure 4-2.)
Cisco Agent Desktop (CAD) — A Windows Agent application
Cisco Agent Desktop Browser Edition (CAD-BE) — A Java-based agent application
Cisco IP Phone Agent (IPPA) — An IP phone service agent application
Cisco Supervisor Desktop (CSD) — A Windows supervisor application
Cisco Desktop Administrator (CDA) — A Windows application that allows configuration of the
agent and supervisor applications
Cisco Services Management Console (SMC) — A Java-based applet that allows administrators to
monitor the health of the CAD base services
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