Action submenu will show if you are allowed to perform the actions listed in the menu:
to send email you must configure an email in the fop2 buttons page in fop2 admin for your extensions
for add/remove/pause from queue, you must see a queue button on screen, and you must have "all" or "queuemanager" fop2 permissions
for chat, you must have the chat license
etc...
Best regards,