Cisco Cisco Finesse 8.5(3) Weißbuch

 

 

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Functional Differences Between Cisco Finesse Desktop and Cisco Agent Desktop 

You also should understand the differences in functions between Cisco Finesse Desktop and Agent Desktop. Note: 

Reference to a specific Cisco Finesse feature applies to both the Cisco Finesse UI and the API. Developers who 

write Cisco Finesse applications using the Cisco Finesse API will experience the same functions as follows: 

Cisco Agent Desktop supports the following agent state transitions: 

● 

Ready to log out 

● 

Talking to log out 

Unlike Cisco Agent Desktop, where agents can make a call from the Ready state, Cisco Finesse Desktop requires 

agents to go to the Not Ready state to make a call and to log out. Additionally, with Cisco Finesse Desktop, agents 

cannot log out while in talking state. 

Unified CCX and Cisco Agent Desktop allow agents to choose whether they want to go into Wrap-Up or Work 

state on a call-by-call basis. With Cisco Finesse Desktop

, agents don’t have this option; Wrap-Up state is either 

required or not allowed. 

When the agent initiates a consultative transfer or conference, Cisco Agent Desktop allows the agent to complete 

the transfer or conference before the consulting agent answers the call. With Cisco Finesse Desktop, the consulted 

agent must answer the call before the transfer or conference can be completed. 

With Cisco Agent Desktop, when the agent is talking, the agent sees a Pending state indicator that shows the next 

state. This may be Ready, Not Ready, or Work, depending on the system configuration. With Cisco Finesse 

software, there is no Pending state indicator. 

When agents or supervisors are added or removed from a team, the team lists are dynamically updated in Cisco 

Agent Desktop. With Cisco Finesse Desktop, the supervisor needs to log in again or refresh the browser to see the 

change. Additionally, Cisco Finesse Desktop allows supervisors to see agents who have been removed from their 

team in their team list and perform supervisor actions on that agent. Unlike the Cisco Unified Intelligence Center 

gadgets that show real-time updates, the Team Performance gadget requires supervisors to log in again to see the 

updates. 

With Cisco Agent Desktop, administrators create workflow groups and assign agents to these groups. The 

workflow groups could consist of agents from different teams. Not every agent from a team needs to be part of the 

workflow group. Settings, such as phone books and reason codes, are configured per workflow group. This 

configuration is performed inside of Cisco Desktop Administrator. 

Rather than having workflow groups, Cisco Finesse Desktop reads the list of agents and teams from Unified CCX. 

Configurations, such as phone books and reason codes, are applied directly to each team.