is truncated to only 16 characters. This is also the same report. After you sign in, you can change your status to Ready to make yourself available for calls. The Queue Statistics gadget displays a list of the queues for which you are responsible. When an agent's state changes, the Finesse server sends out an agent state state when you end the call. The supported resolution for the Finesse desktop is 1366 Your administrator may add custom gadgets to the desktop or change the appearance. Show historical data of calls received, answered, abandoned in a queue or across all queues. In a contact center deployment, Cisco Finesse is installed on two nodes. Your initial status is Not the timer displays in the format "- -:- -". For incoming voice calls: Popover with configured customer details appears with the Answer button. The Finesse sample gadgets are supported on a best effort basis. administrator may create a workflow that causes a browser pop on your desktop when a call arrives). If not, this field displays a blank value. Preview Outbound calls: Preview the customer information for the call before you choose to accept, reject, or close the contact. Reporting .. Run either historical reports (for ex in Cisco CUIC, or with a dashboard (such as the below) over form fields, such as customer satisfaction of one customer or a customer segment over time. Finesse does not display the queue statistics for the default queue (default skill group on Unified CCE). Center at https://www.cisco.com/c/en/us/about/accessibility/voluntary-product-accessibility-templates.html. For an HA setup, the machine specs depend upon the number of EF modules to-be-deployed on the single VM and the number of concurrent agents. Choose one layout and start adding desired gadgets into it. As a workaround, use the heading key Advanced call control: Make a consult call and transfer or conference the call after the consultation. References or partner is responsible for proper development and testing of this custom setup.). area change depending on the situation. Watch a demonstration of what is new for the Cisco Finesse 12.0 Agent Desktop release for Unified Contact Center Express. After the wrap-up timer expires, your state is determined by Unified Communications Manager and may depend on the type of failover that occurred. Move between the address bar and the frames (in Internet Explorer only), Open the certificate link to accept the certificate, Access the call control gadget, phone book, and keypad, Select the contact to copy the number to the dialler, Toggle between the phone book and the keypad, Make a new call, Transfer a call, or consult a call, Navigate to the Call button and press Enter, Callback and Reclassify Dialog Boxes (Outbound Calls), Access the Callback and Reclassify buttons, Open the Callback and Reclassify dialog boxes, Navigate away from the dialog boxes using Tab or Shift-Tab, Move to the first or last days of a month, Increase and decrease the Hour and Minute values, After selecting multiple contacts, navigate to the Move or Delete options, Navigate through Add, Edit and Delete Contact windows, Navigate through Edit and Delete Group windows, Navigate the Queue Statistics table header, Navigate the Queue Statistics table cells, Maximize and restore a third-party gadget, Access the digital channel agent state gadget. 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