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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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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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 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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Live Data reports
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Web Chat: Accept, interact, end chat sessions, and other chat enhancements discussed in detail in the respective sections in this guide.
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Group Chat: Initiate, accept, decline, interact, end chat sessions, and other chat enhancements discussed in detail in the respective sections in this guide.
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Email: View, reply to customer email messages, and other email enhancements discussed in detail in the respective sections in this guide.
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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.
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Direct Transfer: You can directly transfer the calls to another agent without any consult.
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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 |
To ensure that all features of the Finesse agent desktop work properly, you must disable pop-up blockers. |