Make Call from Ready State
Agents and Supervisors can make calls from Ready State.
View My History
As an Agent or Supervisor, you can view your call history by clicking on the 'My History' tab. You can view call details like start time of the call, duration, type etc.
Initiate a Call back from the My History Report
As an agent or supervisor, you can initiate a call back by clicking the Make Call icon for a selected row in the Agent Call History report from the My History tab.
Separate System and Custom Reason Codes in Cisco Finesse Administrator
The Finesse Administrator can differentiate between system reason codes and custom reason codes in the Not Ready and Sign Out Reason code gadgets. The Type column can be sorted to display both reason codes (System or Custom) in the Finesse Admin Console. System reason code "labels" can be edited and saved but the global attribute and "code" cannot be edited. Admin cannot create or update a new Reason Code that conflicts with a predefined Reason Code already present in the system.
Pre-defined Attributes of the System Reason Codes
In the Not Ready system reason codes and Sign Out system reason codes, only the reason code label can be edited and saved. The Global attribute and system code cannot be modified. In case the system reason code label is modified and you wish to revert back to the default label, see Pre-Defined System reason Codes listed in the Cisco Finesse Administration Guide. The first letter of the system reason code is capitalized.
Queue Statistics for Finesse IPPA
Current call state.
Number of calls waiting across assigned queues.
Longest Queue time across assigned queues.
Last refreshed time of the Queue Statistics data (auto update happens every 15 seconds).
Filtering of Logged Out Agents
By default, in the Team performance gadget, supervisors will not be able to view logged out agents. To view both logged in and logged out agents, click the Include logged out agents checkbox.
Secondary Call ID in Dialog API
Secondary call ID is added in the additional element of the primary dialog API for consult, transfer and conference calls scenarios.