Cisco Finesse for Contact Center Express is a next-generation Agent and Supervisor Desktop, and is completely web-based, which means no program is needed on the PC other than a browser (Internet Explorer 10+ (Native Mode) or Firefox 31+). With Cisco Finesse, contact centers will not require client upgrades as they did in the past.
Cisco Finesse isn’t intended to be a 1 for 1 replacement for our current Agent/Supervisor Desktop, so there will be some differences. Below are the major improvements over traditional Agent/Supervisor Desktop applications:
Monitoring & Barge of agent calls is supported through Finesse
Single interface, agents and supervisor use the same web page to use Finesse
No client side install, meaning, less time spent with IT for application issues
Additional information can be found on the Cisco website.
You must be using a VPN to access Cisco Finesse while away from a campus location. Monitoring can only be done at your campus location.
Finesse is web-based, the client will only need one of the following supported web browsers:
Internet Explorer 10+ (Native Mode)
Please review the following interface navigation tips before proceeding.
Check out Common Tasks on the Cisco website.
Locate the log in page for your cluster on Contact Center Cisco Reporting Websites.
Note: You may be asked to accept security certificates of the two contact center servers after login.
While in Finesse there is a gray bar “Make a New Call” with a phone icon, if you select this bar a drop down box will allow you to dial out. Similarly the Manage Call tab provides similar functionality.
NOTE: Your status must be Not Ready to make an outgoing call.
It is recommended that supervisors sign out of Finesse when not actively monitoring the contact center. To sign out you must be in “Not Ready” state. Similarly, agents should sign in at the beginning of their shift and sign out at the end of their shift each day.
When a call comes in you will see the gray call bar change and display the CSQ name and calling number. On the right side is a green Answer button.
To place a call on hold just select the Hold Button on the call bar.
Consult Transfer & Conference
While on an active call there will a Consult button in the call bar.
After selecting Consult the original call is placed on hold. Now there is a keypad that allows you to dial out. Then you have the ability to to complete the transfer or conference.
The home dashboard contains two Live Reports, these reports are sortable by column
Agent CSQ Statistics (CSQs and Calls Waiting)
Agent Team Summary Report (State Information)
The following screen shot in the Red Box is where to change status from Not Ready to Ready.
Contains two Live Reports as well, these reports are sortable by column as well
Agent Statistics Report
Agent State Log Report
See above Manage Call
The team data tab contains two live reports with information regarding agents. Reports can be sorted by any column if there are a large amount of agents.
The queue data tab contains two live reports, which can be sorted as well by column
Voice CSQ Summary Report
Voice CSQ Agent Detail Report
See above Manage Call
See above Change Status
Change Agent Status
Under the Manage Team tab, select the agent you want to change the status of then select the appropriate status. It is known that logged out agents are shown so it is recommend to sort by the State column.
Supervisors will have the ability to monitor agents. Also there is the ability to “barge” which means the supervisor can join the agent’s call to create a 3-way conference.
IMPORTANT: No tone is played during a “monitor” or “barge” function so the parties will not know they are being silently monitored.
Under the Manage Team tab you will see the state of the Agents, when an Agent is in a talking state you can select them then select the Start Monitoring button which should turn dark gray.
IMPORTANT: The Supervisor phone is automatically connected. Pick up the handset for privacy purposes. At this point you are in Silent Monitor Mode.
While actively monitoring an Agent, you will see the Barge In button. This will create a 3-way conference.
Contact the ITS Infrastructure Telecommunications Analysts for assistance