Cisco Unified CCX Web Chat and Supervisor Desktop User Guide Release 9.0(1)
Preface
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Preface

Preface

Cisco Unified Contact Center Express (Unified CCX), a member of the Cisco Unified Communications family of products, manages customer contact centers for departments, branches, or small-to-medium sized companies planning to deploy small and medium sized contact center solutions.

Unified CCX provides a multichannel (voice, data, and web) IP-enabled customer-care application environment, using VoIP technology that allows your Cisco Unified Communications network to share resources with your data network.

The Cisco Unified CCX Web Chat Agent and Supervisor Desktop User Guide provides instructions for using the Supervisor and Agent Chat web interface.

Audience

The Cisco Unified CCX Web Chat Agent and Supervisor Desktop User Guide is written for agents and supervisors.

Organization

This guide contains the following chapters.

Chapter Title Description
Introduction to the Unified CCX Web Chat Agent Desktop

Describes how to access the Unified CCX Web Chat Agent Desktop.

Introduction to the Unified CCX Web Chat Supervisor Desktop

Describes how to access the Unified CCX Web Chat Supervisor Desktop.

Unified CCX Chat supervisor reports

Describes the Agent Summary Report, CSQ Detail Report, and CSQ Summary Report.

Conventions

This manual uses the following conventions:

Convention

Description

boldface font

Boldface font is used to indicate commands, such as user entries, keys, buttons, and folder and submenu names. Example:

  • Choose Edit > Find.
  • Click Finish.

italic font

Italic font is used to indicate the following:

  • To introduce a new term. Example: A skill group is a collection of agents who share similar skills.
  • For emphasis. Example: Do not use the numerical naming convention.
  • A syntax value that the user must replace. Example: IF (condition, true-value, false-value)

< >

Angle brackets are used to indicate the following:

  • For arguments where the context does not allow italic, such as ASCII output.
  • A character string that the user enters but that does not appear on the window, such as a password.

Obtaining documentation and submitting a service request

For information on obtaining a document, submitting a service request, or gathering additional information, see the monthly What’s New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation, at:

http:/​/​www.cisco.com/​en/​US/​docs/​general/​whatsnew/​whatsnew.html

Subscribe to the What’s New in Cisco Product Documentation as a Really Simple Syndication (RSS) feed and set content to be delivered directly to your desktop using a reader application. The RSS feeds are a free service and Cisco currently supports RSS version 2.0.