Overview
Cloud contact centre solution that lets your customers connect through chat, text, social, email or call. AI-powered voice and chat allows virtual agents to give customers options for fast and easy 24/7 self-service with a seamless option to pass to a live agent if required. Features include Finesse Desktop for agents and supervisors, Cisco Unified Intelligence Centre and more.
Sign in to the Finesse Desktop
The administrator can set up custom security banner message and custom logon message for Finesse Desktop users.
Finesse Desktop interface
When you sign in to Cisco Finesse, the appearance of the desktop depends on whether your role is that of an agent or a supervisor.
Change your state
When you sign in to the Finesse desktop, your state is set to Not Ready by default. You can then set your state to Ready or choose from one of the configured Not Ready reason codes.
Make and answer a call
Your status must be Ready or Not Ready to make or answer a call.
Finesse IP Phone Agent
With Finesse IP Phone Agent (IPPA), you can access Finesse features on your Cisco IP Phone as an alternative to accessing Finesse through your browser.
Further guides
End user guides.
Finesse 12.0 Agent Desktop overview
Watch a demonstration of what is new for the Cisco Finesse 12.0 Agent Desktop.
Finesse Supervisor Desktop
Finesse Supervisor Desktop provides call control functionality.
Includes:
- Team Performance gadget
- Queue Statistics gadget
- Team Message
View team performance
Use the Team Performance gadget to view the agents on each of your assigned teams.
View active call details
If the Administrator has configured the active call details for you, use the Team Performance gadget to view the active call details of an agent of your assigned team.
View recent call history
If the Administrator has configured view history for you, use the Team Performance gadget to view the call history of an agent of your assigned team.
Change the state of an Agent
Use the Team Performance gadget to change the state of an agent to Ready, Not Ready, or Sign Out.
Reporting user guide
Webex Contact Center Enterprise reporting user guide.
Further guides
View the tasks that supervisors can perform.
Finesse Supervisor Desktop 12.0