Cisco Cisco Agent Desktop 8.5 Guía Del Usuario
Creating Actions
January 16, 2013
131
Creating 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 and CAD-BE.
than one event, and you can assign actions to more than one task button in Agent
Desktop and CAD-BE.
While actions are processed, events are queued. It is generally a good idea to avoid
long actions.
long actions.
summarizes the availability of each action for agents who use
Agent Desktop and agents who use CAD-BE. The symbol “×” indicates the action is
available, and the symbol “—” indicates the action is not available.
available, and the symbol “—” indicates the action is not available.
Table 14.
Actions and their availability to agents who use Agent Desktop and CAD-BE
Action Type and Description
Agent
Desktop
CAD-BE
. Displays a popup
message on the agent’s desktop.
×
—
Sets an agent state.
×
—
. Answers, drops,
conferences, transfers, or makes a call, or inputs touch tones
during a call.
during a call.
×
—
. Adds delay time between
actions in a series of actions.
×
—
. Enables the Agent
Desktop integrated browser to interact with a web
application.
application.
×
×
. Passes enterprise data or
user-defined data from the agent desktop to a custom
third-party application.
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.
Desktop to a selected desktop variable or static text.
×
—
. Triggers actions after a
specified time has elapsed.
×
—