The Cisco Agent Desktop suite is deployed as an integrated component of Cisco Unified Contact Center Enterprise or Cisco Unified Contact Center Hosted. For supervisors of agents, the Cisco Supervisor Desktop provides the management framework for monitoring, coaching, and training centralized or virtual teams.
Manages contact center environment and processes
Displays snapshots of crucial customer contact center metrics in real time
Alerts supervisor when contact center events occur that exceed defined thresholds
Monitors and records agent calls
Provides collaboration and intervention tools to help agents meet customer needs and call center objectives
For customer contact agents, the Cisco Agent Desktop provides a unified set of customer contact application tools in both browser-integrated and Windows-integrated editions:
Presents caller information in real time
Allows one-click automation of routine operations using the task toolbar
Provides performance reports that present snapshots of crucial metrics
Offers integrated business applications, providing easy access to customer data
For managers or administrators, the Cisco Desktop Administrator provides the ability to configure workflows and desktop settings, and integrate business applications in a packaged paradigm, with no programming required:
Allows effortless scaling of the Cisco Agent Desktop suite from single-site to multi-site IP-based contact centers
Offers an intuitive and GUI-based solution, decreasing IT dependency and supporting simplified customization, maintenance, and change management
