Cisco Cisco Agent Desktop 8.0 ユーザーガイド
Actions
November 2006
105
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.
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.
long actions.
Table 13.
Actions and their availability to CAD and CAD-BE agents
Action Type and Description
CAD
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.
tones during a call.
×
. 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.
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.
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.
message to a supervisor.
×
×