Cisco Finesse Gadgets
Express (UCCX), Enterprise (UCCE) or PCCE
An array of gadgets which complement Cisco Finesse to increase agent efficiency, productivity and inter-team collaboration. Whether switching from CAD to Finesse or using Finesse for the first time, we make sure you do not miss any features.
Internal Chat Gadget
This chat gadget facilitates communication within the contact center. It comes with following features:
- One-to-One chat
- Broadcast chat
- Help articles
- Quick text templates (quick reply)
- Group chat
- Chat history
- Export chat to PDF
- Browser notifications
- Sound notifications
- Recent conversations tab
Call Transfer Gadget
The Call Transfer Gadget allows contact center agents to assign a call to an available agent of a specific skill group.
It provides finesse users the ability to transfer a call in three ways,
Transfer to a specific member in a skill group - A specific agent is selected from a skill group.
Transfer call to a random member of a skill group - Call is transferred to a skill group in a single step with no need to select a specific agent. This call is then automatically assigned to an available agent.
In UCCX, when an agent ends a call, it is automatically transfered to a survey script.
Call History Gadget
The call history gadget enables an agent to view history of the total dialed and received calls during a session. The features offered include,
Call History for Inbound Calls
Call History for Outbound Calls
History for the current session only
Callback to any contact / phone number from a list of those missed.
ExpertFlow Wrap up gadget provides an agent with an interface wherein he is displayed with wrap up codes, once the call lands. The wrap up codes are displayed based on the “Selection of Service (helpline)” and “Skill Group (Call Type)”. Both these options come pre-selected by the system, based on the customer’s input. Contrary to the default Cisco wrap-up gadget that appears once the call ends, ExpertFlow Wrap up gadget appears as soon as the call lands which helps the agent to assign wrap up reason at any time during the call.
The agent can also push multiple wrap up codes against a call, which is unique to this gadget. An agent is also provided with a search bar to find relevant wrap up codes, making it much easier for the agent.
This wrap-up gadget comes with a configuration panel for system administrators, allowing them to easily define services and skill-groups. They can assign wrap-up codes to each skill group and in turn, assign these skill groups to services.
Call Parking Gadget
Call parking gadget provides an agent to park a call if a high priority/emergency call arrives. The agent can add a small description to the parked call to facilitate later assistance.
The “parking space”, visible in the gadget shows a list of parked calls, along with the agent’s name who initially took the call, with attached description,comments and the total park duration. Agents can retrieve any call from this list.
Supervisor Whisper Gadget
Using whisper coaching, the supervisor can instruct agents during a call without informing the customer. Furthermore, it allows contact center supervisors to covertly listen to a conversation between an agent and a customer. The gadget displays agents along with their current state (ready, not ready, talking etc) to the supervisor. Clicking on an agent while he/she is in ‘Talking’ state, starts the silent monitoring.
* CC Agents to be coached must have a Cisco BiB Enabled Hardphone for supervisor whisper to work.
CAD to Finesse
We help you make a smooth transition with value added gadgets to make sure you do not miss on any CAD feature while still enjoy the benefits of Finesse. Cisco Finesse Desktop is a next-generation agent and supervisor browser-based desktop solution designed to meet the growing needs of agents, supervisors, and the administrators and developers who support them.
A container architecture allowing gadget based integration for a unified desktop experience.
|EF Finesse Gadgets Pack||$150*|
|EF Call Parking Gadget||$15000|
* Per gadget per concurrent agent. Professional services are not included in the above-mentioned prices. Minimum order quantity is 25.