##### Basic Tasks

# Applying Actions

You can use the list pane Actions button and the details pane Actions button to invoke actions on contact center objects.

Note: Some of these items are available only from Agent Group view agent lists, not from the All Agents view.

## Agents

You can invoke the following actions on Agent objects:

Action | Description
Selected (Agent) >
Assign Skill/Level | Displays the Assign Skill/Level window, which enables you to assign a Skill/Level to one or more selected Agents. For further information, see Managing Skills Overview.
Remove Skill/Level | Displays the Remove Skill/Level window, which enables you to remove a Skill/Level from one or more selected Agents. For further information, see Managing Skills Overview.
Assign To Groups | Assigns a selected set of Agents to one or more Agent Groups. For further information, see Managing Agent Group Membership.
Remove From Groups | Removes a selected set of Agents from one or more Agent Groups. For further information, see Managing Agent Group Membership.
Edit Agent Annex | Displays the Annex Editor dialog box, which enables you to define sections and options for a single Agent or Agent Group. For further information, see Editing the Agent Annex.
Quick New Threshold | Opens the Threshold Template Wizard with a predefined name and resource type. A threshold created in this way appears in a list of threshold templates in the dialog.
Monitor >
Chat | Submits a chat (silent) monitoring request for the selected Agent. For further information, see Monitoring Agents.
Chat Monitoring Settings | Displays the Chat Monitoring Settings dialog box which enables you to specify the monitoring type: One Call—Enables you to monitor the next chat interaction of the selected agent then cancel monitoring. All Calls—Enables you to monitor the next chat interaction of the selected agent and all subsequent chat interactions until chat monitoring is cancelled.
SIP Silent Monitoring | Enables you to silently monitor a SIP voice or instant messaging session. For further information, see Submitting a SIP Silent Monitoring Request.
SIP Whisper Coaching | Enables you to whisper coach an agent during a SIP voice or instant messaging session. For further information, see Submitting a SIP Whisper Coach Request.
SIP Monitoring barge-in | Enables you to barge-in (join the call)on a SIP voice or instant messaging session. For further information, see Submitting a SIP Monitoring barge-in Request.
Reset SIP Monitoring | Enables you to reset the current monitoring session without restarting SIP Server. This option is useful in scenarios such as the following: The supervisor re-opens his or her Agent Desktop during a SIP monitoring session, while the session remains as pending in SIP Server, the monitoring icon on the Quick Dashboard will not be displayed. If the supervisor tries to start a new SIP monitoring session, the session will fail to start and the following message will be displayed: Failed to initiate SIP monitoring.
SIP Monitoring Settings | Displays the SIP Monitoring Settings dialog box which enables you to set the monitoring scope, and monitoring type: Monitoring Scope Agent—Enables you to monitor an agent while they are on a call. Toggles to SIP Monitoring Scope: Call. For further information see Monitoring Scope. Call—Enables you to monitor a call as it progresses through your call center. Call is the default mode for SIP Monitoring. Toggles to SIP Monitoring Scope: Agent. For further information see Monitoring Scope. Monitoring Type One Call—Enables you to monitor the next SIP interaction of the selected agent then cancel monitoring. All Calls—Enables you to monitor the next SIP interaction of the selected agent and all subsequent SIP interactions until SIP monitoring is cancelled.
Assign Capacity Rule | Displays the Assign Capacity Rule window, which enables you to assign a Capacity Rule to one or more selected Agents or Places. For further information, see Assigning Capacity Rules.
Enable | Enables one or more selected Agents. For further information, see Enabling and Disabling Agents.
Disable | Disables one or more selected Agents. For further information, see Enabling and Disabling Agents.
Logout SIP DN | Enables you to manually log out any agent from a SIP Voice channel at any time (SIP only). For further information, see Agent Logout Control.
Delete | Permanently deletes one or more Agents from the configuration. For further information, see Deleting Agents.
New Agent | Displays the New Agent window, which enables you to add a new Agent. When you are working with an Agent Group, the Agent is also added to that group. For further information, see Adding New Agents.
Manage Membership | Displays the Manage Agent Group Membership window, which enables you to add existing Agents to the Agent Group. You can also use this window to remove Agents from the Agent Group.

## Skills

You can invoke the following actions on Skill objects:

Action | Description
Selected (Skill) >
Assign To Agents | Displays the Assign Skill/Level To Agents window, which enables you to assign a selected Skill/Level to one or more Agents.
Remove From Agents | Displays the Remove Skill From Agents window, which enables you to remove a selected Skill from one or more Agents.

## Login IDs

You can invoke the following actions on Login ID objects:

Action | Description
Selected (Login ID) >
Assign To Agent | Assigns a Login ID to an Agent. For further information, see Managing Login IDs Overview.
Remove From Agent | Removes a Login ID from an Agent. For further information, see Managing Login IDs Overview.

## Places

You can invoke the following actions on Place objects:

Action | Description
Selected (Place) >
Assign Capacity Rule | Displays the Assign Capacity Rule window, which enables you to assign a Capacity Rule to one or more selected Places. For further information, see Assigning Capacity Rules.

## Interactions

If your administrator has granted you sufficient privileges, you can invoke the following actions on Interaction objects:

Action | Description
Selected (Interaction) >
Macros >
Macro List | Displays the Macro List window, which enables you to run, create, copy, edit, and delete interaction management macros.
Open | Displays the interaction form for multimedia interactions, such as e-mail, SMS, and open media. You can take control of the interaction, update the contents, and then place the interaction back into the workbin. This functionality can be used only on interactions that do not have the Handling status. Note: Voice interactions cannot be opened by using this option. Interactions that have the Handling status cannot be opened. Refer to the Agent Help for information about the contents of the interaction forms.
Move To Queue | Displays the Move To Queue window, which enables you to move selected interactions to a Queue.
Move To Workbin | Displays the Move To Workbin window, which enables you to move selected interactions to a Workbin.
Send Automated Response | Moves selected e-mail to the Automated Response Queue. For further information, see Sending Automated Responses to E-Mail. Note: This action is disabled if the Automated Response Queue has not been defined in the configuration. For further information, see the Genesys Desktop 7.6 Deployment Guide.
Require Content Analysis | Moves selected e-mail to the Content Analysis Queue. For further information, see Performing Content Analysis on E-Mail. Note: This action is disabled if the Content Analysis Queue has not been defined in the configuration. For further information, see the Genesys Desktop 7.6 Deployment Guide.
Set Priority | Displays the Set Priority window, which enables you to change the priority of selected interactions.
Edit Properties | Displays the Edit Properties window, which enables you to change one or more properties for selected interactions. For example, you can use the Edit Properties action to simultaneously move interactions to another Queue and increase their priority.
Lock | Locks selected interactions. For further information, see Locking and Unlocking Interactions.
Unlock | Unlocks selected interactions. For further information, see Locking and Unlocking Interactions.
Terminate | Terminates selected interactions. For further information, see Terminating Interactions.
All Interactions In All Slices >
Macros >
Macro List | Displays the Macro List window, which enables you to run, create, copy, edit, and delete interaction management macros.
Edit Attached Data | Displays the Edit Attached Data window, which enables you to change one or more properties for all interactions in all slices. For example, you can use the Edit Attached Data action to simultaneously move interactions to another Queue and increase their priority. For further information about slices, see Major Areas and Controls and Working with Large Lists.
Terminate | Terminates all interactions in all slices. For further information, see Terminating Interactions. For further information about slices, see Major Areas and Controls and Working with Large Lists.

## Common Actions

You can invoke the following actions on most objects:

Action | Description
Selected >
Open | Displays the elements in an object list. For example, you can use the Open action to display the Agents in a given Agent Group. You can also perform this action by double-clicking an entry.
Assign Threshold Template | Displays the Assign Threshold Template window, which enables you to assign a Threshold Template to one or more selected objects. For general information about thresholds, see Viewing Alarms Overview and Defining Threshold Templates.
Assign E-Mail Notification List | You can send alarm notifications via e-mail. This action assigns an E-Mail Notification List to one or more selected objects. For further information, see Alarm Notification Via E-Mail Overview.
Add To Quick Dashboard | Adds a Quick Dashboard entry for the object that is selected on the list pane. For further information, see Quick Dashboard Tasks Overview.
Display Printable Page | Displays a printable page in a separate browser window. For further information, see Printing Object Lists and Objects.
Select >
Select All | Selects all the objects in the current slice. For further information, see Selecting Objects. For further information about slices, see Major Areas and Controls and Working with Large Lists.
Deselect All | Deselects all the objects in the current slice. For further information, see Selecting Objects. For further information about slices, see Major Areas and Controls and Working With Large Lists.
Invert Selection | Inverts the current selection set. For further information, see Selecting Objects.
Find | Displays the Find window, which enables you to locate a specific object in a list. For example, you can use the Find action to locate an e-mail with a particular subject line.
Find Next | Finds the next object that matches the search criteria defined during the last use of the Find window.
Advanced Sort | Displays the Advanced Sort window, which enables you to sort object lists, based on one or more object properties. For further information, see Sorting and Filtering Object Lists.
Filter | Displays the Filter window, which enables you to filter object lists, based on one or more object properties. For further information, see Sorting and Filtering Object Lists and Filtering Interaction Lists Overview.
Filter List | Displays the Filter List window, which enables you to apply, create, copy, edit, and delete interaction filters. For further information, see Filtering Interaction Lists Overview. Note: In this release, the Filter List action is available only when you are working with lists of interactions.
Show All | Removes all filtering from an object list. For further information about filtering, see Sorting and Filtering Object Lists and Filtering Interaction Lists Overview.
Add List To Quick Dashboard | Adds a Quick Dashboard entry for the current object list. For further information, see Quick Dashboard Tasks Overview.

For an overview of the user interface controls, see Major Areas and Controls.