About Agent Desktops
Agent desktops associate a set of permissions or characteristics with specific agents. The settings are comparable to Class of Service settings on a PBX or ACD.
When users create an agent desktop definition, they specify the amount of non-active time after which an agent is automatically logged out, whether wrap-up is required following incoming and outbound calls, the amount of time allocated for wrap-up, and the method used for assist and emergency calls. Users can also specify settings for the Re-route on No Answer feature.
Unified CCE ships with a system default agent desktop. New agent records are automatically assigned this default unless users specify otherwise when creating an agent.
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