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.

    Download PDF guide >

    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