Cisco Cisco Agent Desktop 9.0 Betriebsanweisung

Creating Actions

August 18, 2015

97

Action Availability

Not all actions are available for all events or for all types of agents. 

 shows 

which actions are available for the three types of work flows and for each type of agent 
(Agent Desktop agents and CAD-BE agents)

.

 The symbol “×” indicates the action is 

available, and the symbol “—” indicates the action is not available.

Table 20. 

Action availability per work flow type and agent type 

Action Type

Voice Contact

Agent 

Management

Time of Day

Agent

Desktop

CAD-BE

Agent

Desktop

CAD-BE

Agent

Desktop

CAD-BE

Agent Notification

×

—

×

—

×

—

Agent State

×

—

—

—

×

—

Call Control

×

—

—

—

—

—

Delay

×

—

×

—

—

—

HTTP

×

×

×

—

×

—

IPC

×

—

×

—

—

—

Launch External 
Application

×

—

×

—

—

—

Run Macro

×

—

×

—

—

—

Set Enterprise 
Data

×

—

—

—

—

—

Timer

×

—

—

—

—

—

Utility

×

×

—

—

—

—

 

. Triggers actions after a 

specified time has elapsed.

×

—

. Run a utility, such as start and stop 

recording or sending a predefined, high-priority chat message 
to a supervisor.

×

×

Table 19. 

Actions and their availability to agents who use Agent Desktop and CAD-BE  (cont’d)

Action Type and Description

Agent

Desktop

CAD-BE