Cloud-based contact centre that lets you handle calls from queues, consult, transfer and dial outbound calls. Supervisors can track agents in real-time, silently monitor agent conversations and configure agent team management and skills-based routing. Features include Finesse Desktop for agents and supervisors, eGain analytics and reporting applications, Message of the Day (MOTD) portal etc.
Getting started with Agent Desktop
Get started with Finesse Agent Desktop Quick start guide.
Jabber Training videos
Guided tour of Jabber
Call handling
Jabber settings
Finesse Agent desktop videos
Accessing Finesse Agent desktop
Finesse Agent landing page
Incoming call handling
Call handling continued, signing out
Getting started with Finesse Supervisor Desktop
Get started with Finesse Supervisor Desktop Quick start guide.
Finesse supervisor desktop training videos
Guided tour of Finesse Supervisor
Changing Agent states
Monitoring an Agent's call
Agent team message
Egain provisioning manager training videos
Viewing Agent details
Changing an Agent's Finesse password
Changing an Agents team
Adding multiple Agents to a team
Changing an Agent's skill group and attribute
Adding multiple Agents to an attribute
Viewing advanced desktop settings
Copying an Agent
Creating a new Agent
Managing a Supervisor
Promoting Agent to Supervisor
Egain reporting training videos
Accessing egain
Egain landing page
Running historical reports
Running realtime reports
Creating linked reports
Enabling thresholds
Scheduling reports
Copying and editing reports
Building a report using the report builder
Creating custom parameter sets
Reporting dashboards
Message of the day
MoTD GUI
MoTD TUI