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UCCX Agent group!

Dear all,

I have a question related to grouping UCCX Agents:

As you know, we can push information to the agent desktop application. The question here is how to push different information to different agents (or agent groups)?

Anyone has experiences on this? Pls help me.

Thanks,

hoanghiep

1 REPLY
VIP Super Bronze

Re: UCCX Agent group!

Information is pushed to the agent desktop in the form of Enterprise Data. You set this information in a script using the Set Enterprise Data step to assign variables to ECC variables that you have defined using Cisco Desktop Administrator.

If you have different types of information that are displayed to different users, you can create multiple CAD layouts in Desktop Administrator. These layouts can have different combination of the defined ECC variables to be displayed to the agent (among other things). You set the layout to be used in the Set Enterprise Data step using the pre-defined "user.layout" variable.

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