The functionality available to you depends on what your administrator has configured. Team Message: Teams can view the messages sent by their repective supervisors and take necessary action.Īgent Device Selection: Agents can select the telephony device when logging Making a Call: You can make a call from the dialpad, by either entering the number or using the one-click option in the phone ![]() In this case, 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 Language support: If your administrator installed Finesse language packs, when you sign in to Finesse, you can choose fromĪ list of supported languages for the desktop. Workflows: Your administrator can define workflows that are triggered by call and digital channels events (for example, yourĪdministrator may create a workflow that causes a browser pop on your desktop when a call arrives). Your administrator defines the contacts that are listedĪny contact name exceeding the preset width (170 pixels) will have an ellipsis and a tool tip next to it to show the full 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 are changing your status to Not Ready or Sign Out (your administrator ![]() Send DTMF digits: Send DTMF digits to interact with an IVR system. Reclassify a Direct Preview Outbound call: If you do not reach the customer, you can reclassify the call as Answering Machine, ![]() Preview Outbound Personal Callback calls: After you preview a personal callback call, you can choose to accept or reject theĭirect Preview Outbound calls: Preview the customer information for the call before you choose to accept, reject, or close 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. Total call time, hold time, and wrap-up time. 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 appears with the Answer button.įor campaign initiated outbound calls: Popover with configured customer details appears 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 is a call on hold and you are 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.
0 Comments
Leave a Reply. |
Details
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |