Cisco Cisco Finesse 8.5(3) Scheda Tecnica
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Table 1 lists the features and benefits of Cisco Finesse 11.5.
Table 1.
Features and Benefits of Cisco Finesse 11.5
Feature
Benefits
Solution Benefits
Single sign-on
Simplifies login and password management for agents and supervisors by allowing just one login for the Finesse
desktop and associated gadgets.
desktop and associated gadgets.
Toaster Notifications
These notifications are pop-up notifications that appear when the Cisco Finesse web interface is not active or is in a
minimized state:
minimized state:
● Agent receives a desktop call notification on an incoming call.
● Agent receives a notification when a new email is received [Unified CCX only]
● Agent receives a notification when a new chat is received [Unified CCX only]
● Agent receives a notification when a new email is received [Unified CCX only]
● Agent receives a notification when a new chat is received [Unified CCX only]
Chrome Browser
Support
Support
Finesse supports the Chrome browser for customer care agents, supervisor and administrator. Finesse aligns with the
latest browsers that provides flexibility to agents.
latest browsers that provides flexibility to agents.
CORS support for
Finesse REST API
Finesse REST API
Cross-Origin Resource Sharing (CORS) is now supported when third-party web applications instantiated from a third-
party web server need to make calls to the Finesse Desktop. Finesse REST APIs can be directly invoked with an
additional HTTP Request Header "Origin" that specifies the origin domain of the HTTP request.
party web server need to make calls to the Finesse Desktop. Finesse REST APIs can be directly invoked with an
additional HTTP Request Header "Origin" that specifies the origin domain of the HTTP request.
Task routing API
[Unified CCE only]
[Unified CCE only]
Enables new types of interactions
—such as videos, texts, and events from the Internet of Things—to be routed to the
contact center.
Adjustable height of
Team Performance
Gadget
Team Performance
Gadget
The Administrator can resize the team performance gadget height based on the number of agents. Admin can specify
the height of the team performance gadget in the desktop layout XML file.
the height of the team performance gadget in the desktop layout XML file.
Outbound campaign
management API
management API
Allows for more precise control over contact center outbound calling campaigns.
Table 2.
Features and Benefits of Cisco Finesse 11.5
Feature
Benefits
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
● 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
party desktop applications; wallboard; and workforce management products
Open Web 2.0 APIs
● Simplify the development and integration of value-add 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
● 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
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
care
Multiple call variable layouts
per system
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
● 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
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)
agents (Cisco Unified Contact
Center Enterprise [UCCE]
only)
● Gives agents integrated access to team real-time status information
● Allows supervisors to make real-time decisions such as transfer targets or team coverage for optimal agent
● Allows supervisors to make real-time decisions such as transfer targets or team coverage for optimal agent
coverage