Cisco Cisco Agent Desktop 9.0 Guida Utente
Creating Actions
November 19, 2013
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)
(Agent Desktop agents and CAD-BE agents)
.
The symbol “×” indicates the action is
available, and the symbol “—” indicates the action is not available.
. 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.
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
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
Application
×
—
×
—
—
—
Run Macro
×
—
×
—
—
—
Set Enterprise
Data
Data
×
—
—
—
—
—
Timer
×
—
—
—
—
—
Utility
×
×
—
—
—
—