Cisco Cisco Finesse 8.5(3) Scheda Tecnica
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Feature
Benefits
Desktop Features
Call-control gadget
● Allows both agents and supervisors complete call control including answer, hold, retrieve, conference,
transfer, and end call; in addition, the phone book feature allows agents and supervisors to click to call from
a directory
a directory
● Provides supervisors added control with barge and intercept
● Provides agents with screen pops containing customer information and provides wrap-up capabilities
● Provides agents with screen pops containing customer information and provides wrap-up capabilities
Optional wrap-up codes
(Cisco Unified Contact Center
Enterprise [Unified CCE])
(Cisco Unified Contact Center
Enterprise [Unified CCE])
● Allows agents to choose to go into wrap-up after a call
● Puts agents who select wrap-up into a pending wrap-up state until wrap-up is completed
● Puts agents who select wrap-up into a pending wrap-up state until wrap-up is completed
Real-time queue statistics for
agents (Cisco Unified Contact
Center Express [Unified CCX])
agents (Cisco Unified Contact
Center Express [Unified CCX])
● Provides a gadget for agents to see real-time queue statistics for their team
Multisession web chat
support (Unified CCX)
support (Unified CCX)
● Allows agents to work on multiple chat sessions at the same time for increased agent resource usage
Multiline support
● Allows agents to use multiple lines on their phone
● Provides for reporting on secondary lines
● Provides for reporting on secondary lines
Team performance gadget
● Shows supervisors the agent state, time in state, and extension of all agents that are on the supervisor's
team
● Includes controls for supervisors to silent monitor the agent or change the state of the agent
Supervisor team performance
gadget
gadget
● Enables supervisors to view “not-ready” reason codes in supervisor team performance gadget: break, at
lunch, or wrap-up from another call
Queue gadget
● Shows supervisors the number of calls in queue, time of longest call in queue, and a list of the number of
agents in each state across all queues; the queue gadget also supports Cisco Unified Contact Center
Enterprise 9.0 precision queues
Enterprise 9.0 precision queues
HTTP and Representational
State Transfer (REST) API
workflows
State Transfer (REST) API
workflows
● Allows easy configuration of complex screen pop actions based on the attributes of a call, allowing agents
to provide improved service and reduce call times
Mobile agent support
● Allows agents to log into their Cisco Finesse desktops remotely and receive calls regardless of the type of
phone they are using
Outbound dialing support and
scheduled call back
scheduled call back
● Supports outbound dialing including progressive, predictive, and direct preview modes, allowing agents to
handle both inbound and outbound dialing tasks
● Provides a gadget to allow agents to take part in outbound calling campaigns when real-time contact
queues (inbound calls and web chats) are low
● Allows agents to schedule call backs during outbound calling campaigns when the customer is reached at
an inconvenient time
● Allows agents to schedule call backs for the same agent or go to any available agent
Username login
● Allows agents and supervisors to log in with their usernames instead of agent IDs, enabling them to log in
quickly and accurately
E.164 support
● Supports E.164 published by the ITU-T for international dialing
Platform Support, Compatibility, and Specifications
Consult the Cisco Finesse release notes for hardware and operating system requirements, for compatibility with
other Cisco and third-party products, and for additional product specifications:
.
Licensing
The Cisco Finesse solution is licensed by seat. For more information regarding licensing, please contact your
Cisco representative or Cisco authorized partner.
Warranty Information