Cisco Cisco Finesse 8.5(3) 白書
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White Paper
Cisco Finesse: How to Create a Screen-Pop
Workflow
Workflow
Cisco Finesse Overview
The Cisco
®
Finesse desktop is the next-generation agent and supervisor desktop designed to provide easy access
to the applications and information your customer service agents need through a customizable web-based
interface. It offers your customer care representatives an intuitive, easy-to-use desktop design to help improve their
performance and job satisfaction.
Your organization benefits as you deliver high-quality customer service, which leads to customer retention and
loyalty. For IT professionals, the Cisco Finesse desktop offers smooth integration with the Cisco Collaboration
portfolio. And, because it is standards-compliant, it offers low-cost customization of agent and supervisor desktops.
Cisco Finesse provides:
●
An agent and supervisor desktop that integrates traditional contact center functions into a thin-client desktop
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A 100-percent browser-based desktop implemented through a web 2.0 interface, with no client-side
installations required
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A single, customizable interface that gives customer care providers quick and easy access to multiple
assets and information sources
●
Representational state transfer (REST) APIs that simplify the development and integration of value-added
applications and minimize the need for detailed desktop development expertise
Workflow Overview
Because customer service representatives work with numerous applications, they must have a wealth of
information at their fingertips. The Cisco Finesse desktop provides easy access to these applications and
information sources from a single, customizable interface. By providing this quick access to information, your
customer care representatives are able to deliver fast, accurate service, resulting in satisfied and loyal customers
who will continue doing business with you. One of the most effective ways to help ensure that your agents have
access to the right information for each customer contact is to implement workflows to automate tasks that the
agent would normally have to do to look for information or access applications.
Cisco Finesse Administration Console provides the administrator with a set of tools to quickly and easily implement
workflows, and assign those as needed to specific customer service teams. These workflows can work in
conjunction with elements, such as call variables, to define when and what these events are. For example, you
might implement a workflow that determines if the caller has selected option 3 in the interactive voice response
(IVR) system, and if the caller is an existing customer. A specific application or webpage pops onto the agent
desktop as they receive the call. This provides the correct information required to address the customer’s questions
desktop as they receive the call. This provides the correct information required to address the customer’s questions
based on the IVR selection they chose.
You can implement many types of workflows. This white paper provides you with a sample of how they are
configured and activated.