Finesse Agent Desktop
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, 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, Keypad, and End are available.
Finesse provides a separate state control for chat and email. If you handle chat and email contacts, you must change your status to Ready on the Chat and Email Control gadget.
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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Advanced call control: Make a consultation call and transfer or conference the call after the consultation.
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Agent state and call timers: The agent state timer indicates the length of time in Ready or Not Ready state. The call timer indicates total call time, hold time, and wrap-up time.
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Schedule a callback: Schedule a callback for an Outbound Dialer call to call a customer back at a more convenient time.
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Direct Preview Outbound calls: Preview the customer information for the call before you choose to accept, reject, or close the contact.
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Reclassify a Direct Preview Outbound call: If you do not reach the customer, you can reclassify the call as Answering Machine, Fax/Modem, Busy, or Invalid Number.
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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 reason codes: Code to indicate why you are changing your status to Not Ready or signing out (your administrator defines these codes).
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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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Single Sign-On (SSO): An authentication process that allows you to sign in to one application and then securely access other authorized applications without needing to resupply user credentials. It permits Cisco supervisors or agents to sign on only once with a username and password to gain access to all their Cisco browser-based applications and services within a single browser instance.
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Hybrid Mode: An authentication process that allows you to sign in to Finesse Desktop either in SSO or Non SSO mode on a per agent basis.
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Live Data reports
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Web Chat: Accept, interact, and end chat sessions.
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Email: View and reply to customer email messages.
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Language support: If your administrator installed Finesse language packs, when you sign in to Finesse, you can choose from a list of supported languages for the desktop.
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 |
To ensure that all features of the Finesse agent desktop work properly, you must disable pop-up blockers. |