Product features
Web 2.0 SDK
● Allows customers to create next-generation applications or integrations to Cisco Unified Contact Centers
● Offers a powerful, broadly applicable Web 2.0-based Application Programming Interface (API) for use with gadget-based applications provided by Cisco with the SDK; custom-built gadget-based applications; third-party desktop applications; wallboard; and workforce management products
Open Web 2.0 APIs
● Simplify the development and integration of value-added applications by Cisco partners
● Open the traditionally closed or proprietary world of desktop applications
● Minimize the need for detailed desktop development expertise using APIs that hide the complexity of the underlying architecture and functions
● Enable Cisco partners to take advantage of pervasive web developer talent to create new, and modify existing, desktop gadget applications
Enterprise mash-up architecture
● Offers the ability to mash up contact center data and enterprise components using the Cisco Enterprise or Express Collaboration platform
● Offers the ability to combine Cisco Finesse agent and supervisor components with the transformational enterprise social software capabilities of the Cisco Collaboration platform to provide high-quality customer care
Multiple call variable layouts per system
● Enable administrators to define multiple call variable layouts and decide which layout to display to the agent
● Allow for easier migration from Cisco Agent Desktop to Cisco Finesse desktop because changes to routing scripts are not required
Cisco Finesse IP phone agent support
● Cisco Finesse IP phone agent functionality allows agents to access Cisco Finesse functions, including agent state, ready and not-ready codes, wrap-up codes, and caller data
● Allows agents to continue to take customer calls if they do not have access to the Cisco Finesse desktop in their browser
Live data for Cisco Finesse agents (Cisco Unified Contact Center Enterprise [UCCE] only)
● Gives agents integrated access to real-time team status information
● Allows supervisors to make real-time decisions such as transfer targets or team coverage for optimal agent coverage
Desktop features
Call-control gadget
● Allows both agents and supervisors complete call control, including answer, hold, retrieve, conference, transfer, and end call; in addition, the phonebook feature allows agents and supervisors to click to call from a directory
● Provides supervisors added control with barge and intercept
● Provides agents with screen pops containing customer information and provides wrap-up capabilities
Optional wrap-up codes (CiscoUnified Contact Center Enterprise [UnifiedCCE])
● Allows agents to choose to go into wrap-up after a call
● Puts agents who select wrap-up into a pending wrap-up state until wrap-up is completed
Real-time queue statistics for agents (Cisco Unified Contact Center Express [Unified CCX])
● Provides a gadget for agents to see real-time queue statistics for their team
Multisession web chat support (Unified CCX)
● Allows agents to work on multiple chat sessions at the same time for increased agent resource usage
Multiline support
● Allows agents to use multiple lines on their phone
● Provides for reporting on secondary lines
Team performance gadget
● Shows supervisors the agent state, time in state, and extension of all agents that are on the supervisor's team
● Includes controls for supervisors to silently monitor the agent or change the state of the agent
Supervisor team performance gadget
● Enables supervisors to view “not-ready” reason codes in the supervisor team performance gadget: break, at lunch, or wrap-up from another call
Queue gadget
● Shows supervisors the number of calls in queue, time of longest call in queue, and a list of the number of agents in each state across all queues; the queue gadget also supports Cisco Unified Contact Center Enterprise 9.0 precision queues
HTTP and Representational State Transfer (REST) API workflows
● Allows easy configuration of complex screen-pop actions based on the attributes of a call, allowing agents to provide improved service and reduce call times
Mobile agent support [Unified CCE]
● Allows agents to log into their Cisco Finesse desktops remotely and receive calls, regardless of the type of phone they are using
Outbound dialing support and scheduled call back
● Supports outbound dialing, including progressive, predictive, and direct preview modes, allowing agents to handle both inbound and outbound dialing tasks
● Provides a gadget to allow agents to take part in outbound calling campaigns when real-time contact queues (inbound calls and web chats) are low
● Allows agents to schedule callbacks during outbound calling campaigns when the customer is reached at an inconvenient time
● Allows agents to schedule callbacks for the same agent or go to any available agent
Username login
● Allows agents and supervisors to log in with their usernames instead of agent IDs, enabling them to log in quickly and accurately
E.164 support
● Supports E.164 published by the ITU-T for international dialing
Agent active call details
● Enables supervisors to access the Team Performance gadget to view active call details of the call that the agent is currently engaged in
Search and set wrap-up reason
● Allows agents to search and set a wrap-up reason for a call
Multi-select wrap-up reasons
● Allows agents to select up to 5 wrap-up reasons for a voice call [Unified CCX only]
Wrap-up state timer
● Allows agents to view the time available in the wrap-up state
Force wrap-up reason
● Forces agents to specify a wrap-up reason during an active call, before moving to the next call
Customizable logo and title in the header
● Allows administrators to configure the logo and title of the Finesse desktop
Digital channel state control
● Provides the ability for agents to easily change states for digital channels
● There is also a provision to register and add any digital channel to the digital channel state control [Unified CCE only]
Workflow for digital channels
● Allows administrators to configure workflow for digital channels [only email and chat channels for Unified CCX]
UI refresh for Finesse administration
● Provides an enhanced UI for administrators. There is also a provision to search for reason codes from the UI.
Drag and Drop/Resize Gadgets
● Ability for agents and supervisors to re-arrange their desktop views by draging and dropping/resizing gadgets
Allow Agents to update call variable during active call
● Agents can update call variables inline for an active call thereby aligning the call context directly at source
Shortcut keys for Agent and Supervisor
● Agents and supervisors can quickly get to their tasks by using shortcut keys
Agent search in Team Performance Gadget
● Supervisors can quickly search and retrieve an agent in the Team Performance gadget
Improved layout configuration UX for Finesse Administrator
● Improved Finesse layout configuration UX makes layout management by administrators easier and less error prone
Contacts for phonebook increased to 6000 contacts
● Contact limit for Phonebook has been increased to 6000 Contacts
Agent Statistics Live Data Report
● Agents can view statistics to assess their performance during the course of the day
