Cisco Finesse Desktop User Guide for Unified Contact Center Enterprise Release 11.6(1)

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Book Title

Cisco Finesse Desktop User Guide for Unified Contact Center Enterprise Release 11.6(1)

Chapter Title

Preface

Results

Updated:
August 14, 2017

Chapter: Preface

Preface

Change History

The following table lists changes made to this guide for Cisco Finesse 11.6(1) release version:

Change

See

Date

Initial release of the document for Release 11.6(1)

August, 2017

Supervisors can view the recent call history of an agent.

View Recent Call History

Supervisors can view the recent state history of an agent.

View Recent State History

Agents and Supervisors can make calls from Ready State.

Make a Call

An Agent or Supervisor can view their call history by clicking on the 'My History' tab. Also, can initiate a call back using the Make Call icon.

View My History

Few behavioral changes in Wrap Up state.

Apply Wrap-Up Reason

Queue Statistics gadget is enabled by default as part of Cisco Finesse new installation.

Finesse Agent Desktop

About This Guide

Cisco Finesse has undergone a user experience refresh in release 12.0(1). This guide documents the new look and feel of the Agent and Supervisor desktop layouts along with release specific features.

The Cisco Finesse Desktop User Guide for Unified Contact Center Enterprise describes how to use the Finesse agent and supervisor desktop.

Audience

This guide is intended for Unified Contact Center Enterprise (Unified CCE), Packaged Contact Center Enterprise (Packaged CCE), and Hosted Collaboration Solution(HCS) for Contact Center agents and supervisors who use the Finesse desktop.

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Conventions

This document uses the following conventions:

Convention

Description

boldface font

Boldface font is used to indicate commands, such as user entries, keys, buttons, folder names, and submenu names.

For example:

  • Choose Edit > Find.

  • Click Finish.

italic font

Italic font is used to indicate the following:

  • To introduce a new term. Example: A skill group is a collection of agents who share similar skills.

  • A syntax value that the user must replace. Example: IF (condition, true-value, false-value)

  • A book title. Example: See the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide.

window font

Window font, such as Courier, is used for the following:

  • Text as it appears in code or that the window displays. Example: <html><title>Cisco Systems, Inc. </title></html>

< >

Angle brackets are used to indicate the following:

  • For arguments where the context does not allow italic, such as ASCII output.

  • A character string that the user enters but that does not appear on the window such as a password.

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