Finesse Agent Desktop
The following figure shows the Cisco Finesse agent desktop as it appears when you first sign in. Your initial status is Not Ready.
After you sign in, you can change your status to Ready to make yourself available for calls. The buttons in the call control area change depending on the situation. For example, when you are on a call, Consult, Direct Transfer, Hold, Keypad, and End buttons are available. When you have a call on hold and are on a consult call, Conference, Transfer, Retrieve, and End buttons are available. When you are on a conference call, buttons for Hold, Consult, Direct Transfer, Keypad, and End are available.
The Finesse agent desktop provides the following out-of-the-box functionality:
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Basic call control: Answer, hold, retrieve, end and make calls.
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Desktop call notifications: For incoming calls subject to active browser notification service.
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Advanced call control: Make a consult call and transfer or conference the call after the consultation.
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Single-step transfer: Transfer a call without the need to first initiate a consultation call.
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Preview Outbound calls: Preview the customer information for the call before you choose to accept, reject, or close the contact.
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Send DTMF digits: Send DTMF digits to interact with an IVR system.
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Not Ready and Sign Out reasons: Reasons to indicate why you are changing your status to Not Ready or Sign Out (your administrator defines these reasons).
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Wrap-Up Reasons: Wrap-Up Reason for each call (your administrator defines the Wrap-Up Reasons).
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Phonebooks: List of contacts from which you can select one to call (your administrator defines what contacts appear in your phonebook).
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Workflows: Your administrator can define workflows that are triggered by call events (for example, your administrator may create a workflow that causes a browser pop on your desktop when a call arrives).
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System Reason Codes: Due to system generated events, your state may change to either Not Ready or Sign Out with system generated reason codes. In this case, agent state is displayed in yellow.
The functionality available to you depends on what your administrator has configured. For example, if your administrator did not define Wrap-Up Reasons, you cannot choose a Wrap-Up Reason.
Note |
As Unified CCE uses ASCII encoding (8-bits), while Finesse uses UTF-8 encoding (32-bits), the First Name field in the call control area is truncated to only 16 characters. |
Note |
To ensure that all features of the Finesse agent desktop work properly, you must disable pop-up blockers. If you use Internet Explorer to access Finesse, you must ensure that your browser is not running in Compatibility View. If Compatibility View is enabled in your browser, the following message appears: Your browser is now running in Compatibility View, which is not supported and may cause issues with Finesse. To continue, turn off Compatibility View. To turn off Compatibility View, click the icon to the right of the address bar in your browser, or from your browser menu, select . |