The three tasks that an agent can perform on the Cisco Agent Desktop are:

Chat with an SME. An agent can chat with a subject matter expert (SME) using the Cisco Agent Desktop integrated chat feature. This feature allows the agent to see the presence status of SMEs and other critical members of the enterprise, and to initiate chat sessions with them without navigating away from the Agent Desktop. The agent can also transfer the chat session to another agent or SME, or escalate the chat session to a voice or video call1.

Transfer a call to an SME. An agent can transfer a call to an SME using the Cisco Agent Desktop call control buttons. The agent can select the destination SME from a list of availablecontacts or enter the SME’s phone number. The agent can also consult with the SME before transferring the call, or transfer the call directly2.

Start a Cisco WebEx session with an SME. An agent can start a Cisco WebEx session with an SME using the Cisco Agent Desktop WebEx button. This feature allows the agent to invite the SME to join a web-based collaboration session that supports voice, video, and screen sharing. The agent can also invite the customer to join the WebEx session if needed3.

The other options are not correct because:

B. Send an email to an SME. An agent cannot send an email to an SME using the Cisco Agent Desktop. The email feature of the Cisco Agent Desktop is only for handling incoming and outgoing emails from customers, not from internal contacts. The agent can use other applications, such as Cisco Unified Personal Communicator or Cisco Jabber, to send emails to SMEs4.

C. Send enterprise data to an SME. An agent cannot send enterprise data to an SME using the Cisco Agent Desktop. The enterprise data feature of the Cisco Agent Desktop is only for displaying customer-related information, such as account number, name, address, and so on, that are passed from the Cisco Unified Contact Center Express server. The agent cannot modify or forward the enterprise data to SMEs5.

References: 1: Cisco Agent Desktop User Guide for Cisco Unified Contact Center Express, Release 10.0(1) - Chat [Cisco Unified Contact Center Express] - Cisco 2: Cisco Agent Desktop User Guide for Cisco Unified Contact Center Express, Release 10.0(1) - Call Control [Cisco Unified Contact Center Express] - Cisco 3: Cisco Agent Desktop User Guide for Cisco Unified Contact Center Express, Release 10.0(1) - WebEx [Cisco Unified Contact Center Express] - Cisco 4: Cisco Agent Desktop User Guide for Cisco Unified Contact Center Express, Release 10.0(1) - Email [Cisco Unified Contact Center Express] - Cisco 5: Cisco Agent Desktop User Guide for Cisco Unified Contact Center Express, Release 10.0(1) - Enterprise Data [Cisco Unified Contact Center Express] - Cisco