CISCO Finesse

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.

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Items covered in this 10 minute training module include:

  • Overview
  • Changing States
  • Call Handling
  • Agent Reports

Browse other training modules available exclusively from End User University:

– REDUCE HELP-DESK CALLS
– ELIMINATE EMPLOYEE DOWNTIME
– INCREASE PRODUCT ADOPTION

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