Cisco Finesse: Desktop Guide - Agent Functions

Overview

Cisco Finesse for Contact Center Express is a next-generation Agent and Supervisor Desktop, that is completely web-based.  No additional program is needed on the PC other than a web browser. Cisco Finesse will not require client upgrades as in the previous desktop application.

Note:Cisco Finesse isn’t intended to be a 1 for 1 replacement for our current Agent/Supervisor Desktop, so there will be some differences.  

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.

Important:A Virtual Private Network (VPN) is needed to access Cisco Finesse while away from a campus location. Monitoring can only be done at your campus location.

Browser Support

Finesse is web-based, the client will only need one of the following supported web browsers:

  • Internet Explorer 10+ (Native Mode)

  • Firefox 31+

Note:Chrome is not recommended as a preferred browser.

Getting Started

Check out Common Tasks on the Cisco website.

Sign In

  1. Locate the login page for your cluster on Contact Center Cisco Websites.

  2. Enter the URL from Step 1 to sign into Cisco Finesse.

  3. Enter your ID in the ID field.

  4. Enter your password in the Password field.

  5. Enter your extension in the Extension field.

 Note: You may be asked to accept security certificates of the two contact center servers after login.

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Change Status

The following screen shot in the Red Box is where to change status from Not Ready to Ready.  You must be in a Ready state to receive your contact center’s calls.

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Not Ready Codes

The status changes based upon the activity you are doing with the customer at that time. If you need further instructions please consult your supervisor.

Signing Out

  1. Ensure status is set to the Not Ready status.

  2.  Click Sign Out in upper right hand corner of the screen. 

 Note:Agents and Supervisors should sign in at the beginning of their shift and sign out at the end of each day. 

Important: ITS performs periodic audits/sign outs of IDs logged in for excessive amounts of time.

Manage Call

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. Clicking on the Manage Call tab provides the same functionality.

  1. Select Manage Call tab.

  2. Click Make a New Call.

  3. From the dial pad, type in the number to dial. Ex: 9+1+24898372882.  No spaces are needed.

Note:The desk phone will still be available for use, this simply replaces using the desk phone.

Important: Your status must be set to Not Ready to use “Make a New Call” or the Manage Call tab.

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Call Functions

Important:Instead of using the on-screen functions within Cisco Finesse, you may continue to use your desk phone for any Answering, Holding, or Consulting features.

Answering Call

When a call comes into the queue select the green Answer button on the right side of the gray call bar.  

  1. Select Answer. You are connected to the caller.

  2. To end the call, select End.  Note:  You can receive a call from another agent while you are in Not Ready state.

Important: When your call is ended, you must change your state to Ready to be able to accept the next incoming call.

Holding Call

To place a call on hold just select the Hold Button on the call bar.

Consult Transfer & Conference

These functions will appear when on an active call.  This will allow the agent to ask a question of others or add others to the phone call.

  1. While on an active call press Consult.  The call control area expands to reveal the  keypad.

  2. Choose the contact number to call you wish to consult.

  3. On the keypad, select Call. The customer is placed on hold. You are connected to the agent/supervisor that you called.

  4. Select Consult again once you have completed.

Agent Reports

Home

The home tab contains two Live Reports.  These reports can be sorted by column.

  • Agent Contact Service Queues (CSQ) Statistics Report

  • Select Home tab.  View the top half of the window.

      • CSQ Name - will show queue name

      • Calls Waiting - will show number of calls waiting in that queue.

      • Longest Call in Queue - the longest call in queue will appear here.

  • Agent Team Summary Report (State Information)

    • Select Home tab.  View the bottom half of the window.

      • Agent Name - will show the other members in your team

      • State - will show that person’s current state

      • Reason Code - will show a system reason code (OK to ignore this column)

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Change Status

The following screen shot in the Red Box is where to change status from Not Ready to Ready.

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My Statistics

The My Statistics tab contains two additional Live Reports which can be sorted by individual columns.

  • Agent Statistics Report

    • Select My Statistics tab. View the top half of the window.

      • Calls Offered - will show the number of calls offered to you

      • Calls Handled- will show the number of calls you handled

      • Talk Time - Average / Maximum / Total - time you spent talking since your last logout

      • Hold Time - Average / Maximum / Total - time you spent holding customers since your last logout

      • Ready - Average / Maximum / Total - time you spent in Ready since your last logout

      • Not Ready - Average / Maximum / Total - time you spent in Not Ready since your last logout

      • After Call Work - Average / Maximum / Total - time you spent in After Call since your last logout

  • Agent State Log Report

    • Select My Statistics tab.  View the bottom half of the window.

      • Start Time - will show timestamp for the change in state

      • Agent State - will what the subsequent state is

      • Wrap Up Data - will show any wrap up data

      • Reason Code - will show to the system-generated reason code that applies to the Agent State

    • Duration - will show the time spent in that Agent State

Support

Contact the ITS Infrastructure Telecommunications Analysts for assistance

Phone: 734-76(3-2000)

E-mail: itcom.csr@umich.edu

Supervisor Functions

Supervisor Functions

Appendix:

Cisco Finesse User Guide

Cisco Finesse White Paper

 

Last Updated: 
Thursday, January 19, 2017