Finesse makes it easier for you to handle customer phone calls directly through your computer; saving you time and providing better call accuracy. Additionally, the system creates an immediate and direct link between you and your fellow agents, as well as your supervisors, which helps to streamline your communication. Finesse displays information about active calls and allows you to perform phone functions directly from your computer.
The interface is divided into a few parts. The Header which includes your name, username and extension. Under that you see your status, otherwise called your agent state and the state timer.