Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

Utility actions set up actions such as starting and stopping recording or sending 
a predefined, high-priority chat message to the agent’s supervisor.

A high-priority chat message is a popup dialog 

box that contains a predefined message (see Figure 3-29). You can configure a 
task button on the Agent Desktop to send such a message from an agent to the 
agent’s supervisor(s). The agent can send a high-priority message only when on 
an active call.

X To set up a new utility action:

1. In the Work Flow Setup window (Figure 3-18), choose the event to 

associate with the new action.

2. Under the Actions pane, click Add.

The Select Action dialog box appears.

3. Choose the Utility Action tab, and then click New.

The Setup Utility Action dialog box appears (Figure 3-30).

4. Enter a name for the new action, and select an action type from the 

drop-down list.