In this case, the agent state is displayed in yellow.ĭesktop Chat: You can chat with other agents, supervisor, or with other Subject Matter Experts in the organization. System Reason Codes: Due to system-generated events, your state may change to either Not Ready or Sign Out with system-generated reason codes. Language Support: If your administrator installed Finesse language packs, when you sign in to Finesse, you can choose from a list of supported May create a workflow that causes a browser pop on your desktop when a call arrives). Workflows: Your administrator can define workflows that are triggered by call and digital channels events (for example, your administrator Your administrator defines the contacts that are listed in your phonebook. Phonebooks: List of contacts from which you can select one to call. Wrap-Up Reasons: Wrap-Up Reason for each call (your administrator defines the Wrap-Up Reasons). Not Ready and Sign Out reasons: Reasons to indicate why you’re changing your status to Not Ready or Sign Out (your administrator defines these reasons). Send DTMF digits: Send DTMF digits to interact with an IVR system. Preview Outbound Personal Callback calls: After you preview a personal callback call, you can choose to accept or reject the contact. Schedule a callback: Schedule a callback for an Outbound Dialer call to call a customer back at a more convenient time. Preview Outbound calls: Preview the customer information for the call before you choose to accept, reject, or close the contact. Single-step transfer: Transfer a call without first initiating a consultation call. The call timer indicates total call time, hold Toaster Notifications: Notification that informs of any voice calls when the Finesse desktop window or tab is inactive.įor incoming voice calls: Popover with configured customer details appear with the Answer button.įor campaign initiated outbound calls: Popover with configured customer details appear with the Accept or Decline buttons.Īdvanced call control: Make a consult call and transfer or conference the call after the consultation.Īgent state and call timers: The agent state timer indicates the duration in Ready or Not Ready state. The Finesse agent desktop provides the following out of the box functionality:īasic call control: Answer, hold, retrieve, end, and make calls. Hold, Consult, Direct Transfer, Keypad, and Endįinesse agent desktop controls should be preferred over the agent phone device for call control operations for a more robustįor more information on the supported devices, see Contact Center Enterprise Solution Compatibility Matrix at. When there’s a call on hold and you’re on a consult call The buttons in the call controlįor example, the following buttons are available in the described situations:Ĭonsult, Direct Transfer, Hold, Keypad, and End Your initial status is NotĬisco Finesse has undergone a user experience refresh in release 12.0(1).Īfter you sign in, you can change your status to Ready to make yourself available for calls. The following figure shows the Cisco Finesse agent desktop as it appears when you first sign in. One Finesse Desktop or Finesse IPPA Session Per Agent.If Cisco Finesse Tomcat is down, then Finesse desktop displays 502-Bad Gateway error message. Your administrator may add custom gadgets to the desktop or change the appearance. This chapter describes the interface of the Finesse desktop for agents and supervisors. The supported resolution for the Finesse desktop is 1366 Supervisors have additional features that appear on their desktops. When you sign in to Cisco Finesse, the appearance of the desktop depends on whether your role is that of an agent or a supervisor.
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