Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Desktop Administrator User Guide 7.1
136
November 2006
Utility Action
There are three utility actions:
■
Start recording
■
Stop recording
■
Send a predefined, high-priority chat message to the agent’s supervisor
High Priority Chat Messages
A high priority chat message is a predefined message that appears in a supervisor’s
Chat window (see
Chat window (see
). The message behaves just like a regular chat message
that is tagged as high priority—it pops up on the supervisor’s screen on top of all other
windows to attract the supervisor’s attention.
windows to attract the supervisor’s attention.
You can configure a task button on the Agent Desktop toolbar to send such a
message from an agent to the agent’s supervisor(s).
message from an agent to the agent’s supervisor(s).
NOTE: For CAD-BE agents, a high priority chat message can be
sent but it cannot be replied to by the supervisor, because CAD-BE
agents do not have chat capability.
sent but it cannot be replied to by the supervisor, because CAD-BE
agents do not have chat capability.
Figure 81.
Sample high-priority chat message.
To set up a utility action:
1. Set up a new action. See
The Select Action window appears.
2. Select the Utility Action tab, and then click New.
The Utility Action Setup dialog box appears (see