Cisco Finesse is a
next-generation agent and supervisor desktop designed to provide a
collaborative experience for the various communities that interact with your
customer service organization.
browser-based administration console and a browser-based desktop for agents and
supervisors; no client-side installations are required.
customizable cockpit or interface, that gives customer care providers quick and
easy access to multiple assets and information sources.
REST APIs that
simplify the development and integration of value-added applications and
minimize the need for detailed desktop development expertise.
table lists the availability of the Cisco Finesse service in the Unified CCX
Table 1 Cisco
Finesse service availability by license packages
supports the following functionalities:
control—Answer, hold, retrieve, end, and make calls.
control—Make a consultation call and transfer or conference the call after the
Not Ready and Sign Out
reason codes—Reasons that agents can select when they change their state to Not
that agents can apply to calls.
Phone books—List of
contacts from which agents can select one to call.
Live data gadgets—Display
current state of agents, teams and CSQs in the contact center.
Communications Manager-based recording using MediaSense
call back—Request a callback at a specific callback phone number and also
specify the time or date of the callback.
Reclassify—Reclassify a direct preview outbound call as busy,
answering machine, fax, invalid number, or voice.
agent—Supports outbound dialing including progressive, predictive, and direct
preview modes, allowing agents to handle both inbound and outbound dialing
webchat—Allows agents to work on multiple chat sessions at the same time for
increased agent resource usage
Multiline—Provides multiple lines on agent phones.
mobility—Allows users to temporarily access their Cisco Unified IP Phone
configuration such as line appearances, services, and speed dials from other
Cisco Unified IP Phones.
Team composition changes in
Cisco Finesse are not updated dynamically. Log in again or refresh the browser
session to see the changes.
to Logout state is possible only from Not Ready state.
team that accesses Live Data reports to a maximum of 50 agents.
Finesse is an alternative to Cisco Agent Desktop, Cisco Supervisor Desktop, and
Cisco Desktop Administrator.
Unified CCX does not
support concurrent use of Cisco Finesse Desktop and Cisco Agent or Supervisor
Desktop. Deactivate Finesse when you want to use Cisco Agent Desktop or Cisco
Supervisor Desktop. For more details, see the
Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact
Center Express, located at
comparison of Cisco Agent Desktop or Cisco Supervisor Desktop with Finesse
tools are not available to migrate configurations between Cisco Agent Desktop
or Cisco Supervisor Desktop and Finesse. When you migrate, manually recreate
configurations such as reason codes, wrap-up codes, workflows, contacts, and
You can configure
the Cisco Finesse Agent and Supervisor Desktops to use Cisco gadgets and
third-party gadgets through a layout management method. You can customize the
Cisco Finesse Agent and Supervisor Desktops through the Cisco Finesse
administration console. The administrators can define the tab names that appear
on the desktops and configure which gadgets appear on each tab. Cisco Finesse
is deactivated by default. To activate Finesse, see the
Unified Contact Center Express Operations Guide, located at
about supported browsers and operating systems, see the
Contact Center Express Software and Hardware Compatibility Guide at
supports Cisco Jabber for Windows as a contact center voice endpoint. Finesse
supports the following Jabber functionality:
Built-In Bridge (BIB) for
IM and Presence
not support video on Jabber endpoints.
Finesse Agent and
Supervisor Desktops can be located remotely from Unified CCX. The round-trip
time between the Unified CCX server and the agent desktop must not exceed 200
requirement for Cisco Finesse client to server
The agent and
supervisor login operation involves loading web pages, and includes the CTI
login and the display of the initial agent state. After the desktop web page
loads, the required bandwidth is significantly less.
Finesse is a web application, caching can significantly impact the required
bandwidth. For example, the first time an agent logs in, the number of bytes
transmitted is approximately 2 megabytes. If caching is enabled in the browser,
during subsequent logins, the number of bytes transmitted is 0.134 megabytes.
additional gadgets on the supervisor desktop, this number is higher for a
supervisor login (approximately 2.5 megabytes without caching and 0.325
megabytes with caching). To minimize the amount of bandwidth required for
login, make sure that caching is enabled in the browser.
To help you with
the bandwidth calculation, Cisco Finesse provides a
to estimate the bandwidth required to accommodate the client login time.
Note that during
failover, agents are redirected to the alternate server and are logged in
automatically. For example, if you configure your bandwidth so that login takes
5 minutes and a client failover event occurs, agents will take 5 minutes to
successfully log in to the alternate server.
The Cisco Finesse
bandwidth calculator does not include the bandwidth required for any
third-party gadgets in the Cisco Finesse container or any other applications
running on the agent desktop client.
listed in the bandwidth calculator must be available for Cisco Finesse after
you account for the bandwidth used by other applications, including voice
traffic that may share this bandwidth. The performance of the Cisco Finesse
interface, and potentially the quality of voice sharing this bandwidth, may
degrade if sufficient bandwidth is not continuously available.
can access the Cisco Finesse administration web user interface in read and
write mode from the Unified CCX publisher node. From the Unified CCX subscriber
node, access is read-only.
provides a REST API that allows client applications to access the supported
features. The REST API uses secure HTTP (HTTPS) as the transport with XML
that can help expedite third-party integration. You can find developer
can monitor agents calls using Unified Communications Manager-based silent
monitoring with Cisco Finesse.
does not support SPAN port-based monitoring and desktop monitoring to silent
monitor the agent.
workflows can be used to record agent calls using Cisco Unified Communications
Manager with Cisco MediaSense or Cisco Workforce Optimization.
phone must have built-in-bridge (BIB) support enabled for Cisco Unified
Communications Manager-based call recording and monitoring to work with Cisco
information about the phones that have built-in-bridge support, see the
Hardware Compatibility Guide for Cisco Unified CCX and Cisco Unified IP IVR
at this location:
For information about recording APIs, see the
Cisco Finesse Web Service Developer Guide at
Cisco MediaSense Search
and Play Gadget
The Search and
Play gadget available on the Supervisor desktop allows you to access all
recordings stored in MediaSense.
initiated by Unified CCX and stored in Cisco MediaSense are tagged with
semantic, contextual metadata. If participants of the call that is being
recorded change, there is no change in tags for that call. These tags are
and contain the following parameters:
ID> of each logged-in Unified CCX agent who participated in the
name> of all those teams whose agents have participated in the
name> of that CSQ where the call being recorded was queued and
enable supervisors and agents to filter and search recordings in Cisco
MediaSense Search and Play Gadget based on one or a combination of the
the use of multiple lines on agent phones. You can configure one or more
secondary lines on an agent phone. The agent's ACD line must be in button
positions 1 - 4. Any calls on the observed lines are reported in the historical
reports. However, Finesse blocks any events that are sent by the CTI server as
a result of call activity on an agent’s non-primary/non-ACD line (lines other
than the one the agent is logged into). These events are not published to
Finesse clients. No information about calls that are handled on non-primary/non
ACD line appears on the Finesse desktop.
For example, if
Agent A uses his non-ACD line to call Agent B (on Agent B's primary/ACD
extension), the call does not appear on Agent A's desktop. The call appears on
Agent B's desktop because Agent B received the call on the primary/ACD
Across Line (DTAL) and Join Across Line (JAL) are not supported.
does not support NAT.
provides support for IPv6 with Unified CCX.
agents and supervisors can login to Finesse with ‘+’ (plus sign) as prefix.
Finesse also supports E.164 for the following:
Phone Book Contacts
Workflow Rules or