Cisco Finesse: Desktop Guide

Overview

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

  • Easily customizable

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.

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+

Getting Started

Please review the following interface navigation tips before proceeding.

Check out Common Tasks on the Cisco website.

Sign In

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.

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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. Similarly the Manage Call tab provides similar functionality.

NOTE: Your status must be Not Ready to make an outgoing call.

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Signing Out

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.

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Call Functions

Answering Call

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.

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Holding Call

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

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Consult Transfer & Conference

While on an active call there will a Consult button in the call bar.

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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.

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Agent Functions

Home

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)

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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

Contains two Live Reports as well, these reports are sortable by column as well

  • Agent Statistics Report

  • Agent State Log Report

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Manage Call

See above Manage Call

Supervisor Functions

Team Data

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.

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Queue Data

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

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Manage Call

See above Manage Call

Change Status

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.

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Silent Monitoring

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.

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Barge In

While actively monitoring an Agent, you will see the Barge In button. This will create a 3-way conference.

Support

Contact the ITS Infrastructure Telecommunications Analysts for assistance

Phone: 734-76(3-2000)

E-mail: itcom.csr@umich.edu

Appendix:

Cisco Finesse User Guide

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1051/user/guide/CFIN_BK_CF3279DF_00_cisco-finesse-desktop-user-guide-1051.html

Cisco Finesse White Paper

http://www.cisco.com/c/en/us/products/collateral/customer-collaboration/finesse/white-paper-c11-730883.html

Last Updated: 
Thursday, January 19, 2017