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:
-
Basic call control: Answer, hold, retrieve, end and make calls.
-
Desktop call notifications: For incoming calls subject to active browser notification service.
-
Advanced call control: Make a consult call and transfer or conference the call after the consultation.
-
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.
-
Single-step transfer: Transfer a call without the need to first initiate a consultation call.
-
Preview Outbound calls: Preview the customer information for the call before you choose to accept, reject, or close the contact.
-
Schedule a callback: Schedule a callback for an Outbound Dialer call to call a customer back at a more convenient time.
-
Preview Outbound Personal Callback calls: After you preview a personal callback call, you can choose to accept or reject the contact.
-
Direct Preview Outbound calls: Preview the customer information for the call before you choose to accept, reject, or close the contact.
-
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.
-
Send DTMF digits: Send DTMF digits to interact with an IVR system.
-
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).
-
Wrap-Up Reasons: Wrap-Up Reason for each call (your administrator defines the Wrap-Up Reasons).
-
Phonebooks: List of contacts from which you can select one to call (your administrator defines what contacts appear in your phonebook).
-
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).
-
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.
-
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. |
Finesse Queue Statistics Gadget
The Finesse agent desktop also provides a Queue Statistics gadget. The Queue Statistics gadget displays information about the queues to which you are assigned. You can click the column headers to sort information in ascending or descending order. The Queue Statistics gadget provides information about the following:
-
Queue Name: The name of the queue.
-
# Calls: The number of calls waiting in the queue.
-
Max Time: The length of time the oldest call has been in the queue.
-
Ready: The number of agents assigned to the queue who are in Ready state.
-
Not Ready: The number of agents assigned to the queue who are in Not Ready state.
-
Active
-
In: The number of agents assigned to the queue who are on inbound calls.
-
Out: The number of agents assigned to the queue who are on outbound calls.
-
Other: The number of agents assigned to the queue who are on internal consult calls.
-
-
Wrap-Up
-
Ready (Pending): The number of agents assigned to the queue who will transition to Ready state when Wrap-Up ends.
-
Not Ready (Pending): The number of agents assigned to the queue who will transition to Not Ready state when Wrap-Up ends.
-
For additional information about how the Queue Statistics gadget collects and displays statistics, see the gadget description provided in the Finesse Supervisor Desktop section.