Cisco Cisco Unified Contact Center Express 10.6(1) User Guide

  

January 6, 2015

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Actions

Actions are stored independently of events and rules. You can use an action in more 
than one event, and you can assign actions to more than one task button in Agent 
Desktop.

While actions are processed, events are queued. It is generally a good idea to avoid 
long actions. 

Table 13. 

Action types and descriptions 

Action Type

Description

Displays a custom message popup window on the 
agent’s desktop when a certain event occurs

Sets an agent state

Answers, drops, conferences, transfers, or makes 
a call, or inputs touch tones during a call

Inserts delay time in series of actions

Enables the Agent Desktop integrated browser to 
interact with a web application

Passes enterprise data or user-defined data from 
the agent desktop to a custom third-party 
application

Starts a third-party application

Plays back a recorded sequence of keystrokes.

Automatically changes an enterprise data field in 
Agent Desktop to a selected desktop variable or 
static text

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