Preface

Change History

This table lists the changes that are made to this guide. Most recent changes appear at the top.

Change

See

Date

Added the security certificate acceptance procedure for Edge chromium browser

Accept Security Certificates December 2020

Added Edge Chromium details

Browser Settings for Agent and Supervisor Desktop

Updated drop participants from conference call details.

Intercept a Call

August 2020

Intercept a Call topic is moved from Supervisor Tasks chapter to Common Tasks chapter.

Intercept a Call

Updated DTMF desktop behaviour.

Send DTMF

May 2020
Initial Release of Document for Release 12.5(1)

Added keyboard shortcut details.

Access Keyboard Shortcuts

January 2020

Added security banner details and retry sign in message.

Sign In to Cisco Finesse Desktop

Added security banner details.

Sign In to Cisco Finesse Desktop Single Sign-On Mode

Added edit call variables.

Edit Call Variables

Added drag-and-drop, resize and reset details for a gadget or component.

Drag-and-Drop a Gadget or Component

Added team performance search option.

View Team Performance

HTTPS support.

All the references to http://FQDN of Finesse Server/ are changed to https://FQDN of Finesse Server/

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.