Cloud Contact Cisco

User guides and training videos

Overview

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.

Agents guides

Get started with Finesse Agent Desktop Quick start guide.

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Agents tutorial videos

  Guided tour of Jabber

Call handling

Jabber settings

  Accessing Finesse Agent desktop

Finesse Agent landing page

Incoming call handling

Call handling continued, signing out

Supervisors guides

Get started with Finesse Supervisor Desktop Quick start guide.

Download PDF guide >

Supervisors tutorial videos

  Guided tour of Finesse Supervisor

Changing Agent states

Monitoring an Agent's call

Agent team message

  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

 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

MoTD GUI

MoTD TUI