New Features
Notification Center
Finesse Desktop now has a Notification Center icon that displays all the desktop notification popovers that the agent receives during a session. The notification popover includes chat, email, social media messages, system notification, and so on. For more information, see the Notification Center section in the Cisco Finesse Agent and Supervisor Desktop User Guide.
Modifying Cisco Finesse Notification Service Properties
Finesse provides a new CLI for modifying the properties of the notification service. You can use the CLI to enable third-party client subscriptions. For more information, see the Modifying Cisco Finesse Notification Service Properties section in Cisco Finesse Administration Guide.
Toaster Notification Enhancement
Finesse now supports toaster notifications for:
-
Incoming Calls—For incoming calls that are not answered within the configured time limit. If the call times out, a toaster notification appears on the Finesse desktop to indicate that you missed the call and your status is changed to Not Ready.
-
Away from your Active Desktop — If you step away from your active desktop and the Finesse server you are logged into becomes unavailable, Finesse will provide a toaster notification alerting you that the connection to the server has been lost.
-
Digital channel interactions— For incoming digital channel interactions that are not accepted within the configured time limit. If the interaction times out, a toaster notification appears on the Finesse desktop to indicate that you missed the interaction and your status is changed to Not Ready.
For more information on toaster notifications, see the Cisco Finesse Agent and Supervisor Desktop User Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-user-guide-list.html
You can disable the toaster notification for the above scenarios using a new CLI command. For more information, see the Cisco Finesse Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-maintenance-guides-list.html.
Feedback