Cisco Finesse Agent and Supervisor Desktop User Guide Release 12.0(1)

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Book Title

Cisco Finesse Agent and Supervisor Desktop User Guide Release 12.0(1)

Chapter Title

Preface

Results

Updated:
January 11, 2019

Chapter: Preface

Preface

Change History

The following table lists the changes made to this guide for Cisco Finesse 12.0(1) release version:

Change

Date

Added the security certificate acceptance procedure for Edge chromium browser.

2020

Added Edge Chromium details.

Initial Release of Document for Release 12.0(1)

2019

The logo and the product name appearing in the Finesse desktop can be customized.

The agent desktop has a complete new look and feel as part of the user experience refresh.

The login flow has a new User Experience (SSO, Non-SSO, and Hybrid users).

Security Certificates appear in a browser popup and can be individually accepted.

Agent desktop support includes Internet Explorer 11 native, Microsoft Edge, Chrome, and Firefox.

The left navigation bar has customizable icons.

The navigation bar can be pinned and unpinned by users to increase or decrease the Finesse desktop area.

The State Control for Voice and Digital Channels is in the header.

User Options icon has the following options:

  • Agent Name

  • Agent ID

  • Extension

  • Send Error

  • Sign Out with Reason Codes listed

Desktop popover that informs of any incoming voice or campaign initiated outbound calls.

Make calls from the dialpad icon in the header either from the phonebook list or by manually entering the number to dial out.

Use Desktop Chat to chat internally with other agents, supervisors, and other Subject Matter Experts in the organization.

Workflow support extended to digital channels.

Search and set Wrap-Up reason.

Reverse wrap-up state timer display.

Accessibility for Digital Channel State Control, Queue Statistics, Desktop Chat, and Team Message.

Dialpad supports text, numbers, and special characters (Only *, #, &, and +).
From the Actions tab in the Team Performance gadget, the Supervisor can:

  • View the active call details of an agent

  • Monitor an agent

  • Change the agent state to Ready or Not Ready

  • Sign Out the agent

.

The Time in State field in the Team Performance gadget shows the total duration since the agent has logged out.

Supervisors can use Team Message to broadcast messages to one or multiple teams. Agents can view these messages as a banner on their desktop in real-time.

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.

This guide 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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