Finesse Training Agent User Interface EIT ENCS Voice

Finesse Training: Agent User Interface EIT ENCS Voice and Video Team

Goals for the Training session • Finesse User interface overview • Agent Sign In/Sign Out • Agent Desktop Layout • Agent State Control – “Ready” or “Not Ready” • Agent Phone controls – Make Some Test Calls • Agent Reports

Current Agent Experience: IPPA • Call Control – Agent control: Phone device • Voice media: Phone device • Login method: numeric, telephone device • Queue stats : https: //my. voip. psu. edu

Future Agent Experience • Call Control – Agent control: Finesse Browser • Voice media: Phone device or Cisco Jabber (softphone) • Queue stats : Finesse Browser • Agent stats: Finesse Browser • Chat / Email queue – Futures

Cisco Finesse Overview Video • https: //video. cisco. com/detail/video/5989311041001/ciscofinesse-12. 0 -agent-desktop-for-uccx

Accessing Finesse • Log into Finesse and associate with your proper extension number • Calls may be answered via the telephone, or through the Finesse Client. • Your headset will still be connected to the telephone. • Open a web browser • Supported Browsers • IE 11 Native Mode • Firefox 52 ESR (Extended Support Release) • Chrome 60 and higher • Finesse URL • https: //cuccxwhite 1 p. phone. psu. edu: 8445 • Logging In • • • Web Access / SSO ID: “abc 123” or “abc 1234” Password Extension: 4 xxxx (non-DID ACD extension) Click button “Sign In”

Finesse Browser agent using Cisco telephone with ACD extension

Finesse Login If already logged in to Web. Access SSO, Finesse will be populated with your “abc 123”.

Finesse User Interface Overview Horizontal Header Content Pane / Workspace Left Navigation Bar

Horizontal Header Desktop chat Branding Voice Agent state control Chat state control Make a New Call User Profile / Sign Out

Left Navigation Bar Selection of the Navigation Bar items change the agent view in the Content Pane / Workspace

Content Pane / Workspace – Home Two (2) real-time reporting gadgets are shown in the Content Pane when the agent initially Signs in: Agent Contact Service Queue Statistics Agent Team Summary Report

Content Pane / Workspace – My History (2) real-time reporting gadgets are shown in the Content Pane when agent selects My History: Agent Recent Call History Agent State History

Content Pane / Workspace – My Statistics (1) real-time reporting gadget is shown in the Content Pane when “My Statistics” is selected. Agent Statistics Report

Content Pane / Workspace – Manage Chat and Email Finesse Agent interface to Chat and Email queues if applicable.

Agent State Control – Chat / Email Queue Finesse Agent State control – Voice queue

Agent State Control – Chat / Email Queue Finesse Agent State control – Chat and Email

Agent State. Finesse Control - Sign Out Agent – Sign Out * DO NOT CLOSE YOUR BROWSER TO SIGN OUT OF THE FINESSE DESKTOP (180 seconds)

Answer an Inbound Call This “Answer” Box is a Finesse Notification. You MUST allow notifications in order for this Answer Box to appear.

Answer an Inbound Call A call has been answered and the agent is “Talking. ”

“Calls Waiting” in Queue One (1) call has been waiting for 23 seconds

Perform a Direct Transfer to Another Agent Click “Direct Transfer” to get the keypad to appear. Enter the 5 -digit extension number. Click the green “Direct Transfer” at the bottom of the keypad.

Perform a Consult (Conference) to Another Agent Click “Consult” to get the keypad to appear. Enter the 5 -digit extension number. Click the green “Consult” button at the bottom of the keypad.

Perform a Consult (Conference) to Another Agent Two (2) calls are now active. Call # 1 is the original call. Call # 2 is the other agent. At this point, only the agents are talking to one another. The original caller is on hold while the agents “consult” with one another. Two (2) options are available to proceed: 1. Press Conference to connect all 3 parties. 2. Press the “End” button on the 2 nd call to drop the other agent and begin the process of returning to the original caller.

Perform a Consult (Conference) to Another Agent Notice that the conference is completed and there are “ 2 Participants” plus the ACD agent, for a total of three (3) parties talking.

Perform a Consult (Conference) to Another Agent Two (2) calls are now active. If you decide to drop the other agent and return to the original caller, the first thing to do is press “End” on the 2 nd call to drop the other agent.

“Retrieve” a Held Call Press “Retrieve” in order to return to the original caller.

Service Support • The Athletics ACD services are supported through the EIT Service Desk. Please open an incident via 5 -HELP, or via Service. Now. • All ACD incidents will be routed to ENCS Voice and Video Team for troubleshooting.

FAQs • How does Finesse Failover work? • Three service triggers are monitoring availability of the primary Finesse login servers. If any of those triggers lose connectivity: • • Agent receives a message “Server Connection lost” on their desktop Finesse will automatically log the agent into the secondary Finesse server The primary will be monitored until it recovers. Upon recovery the agent will be redirected back to the primary • What networks can access the Finesse login? • Penn State “psu” wireless • Wired or Wireless, VPN attached to vpn. its. psu. edu in Cisco Any. Connect • Accessibility (not keyboard shortcuts) • Browser requirements • • Supported Browsers IE 11 Native Mode Firefox 52 ESR (Extended Support Release) Chrome 60 and higher

FAQs • Certificates • Accept security certificates for Finesse (CA – PSU Secure certs) • Accept certificates for Live Data Gadget(s) • Accept Certificates for Multi-session Chat and Email • Browser Pop-up – Allow pop-ups from Finesse • cuccxwhite 1 p. phone. psu. edu • cuccxblue 1 s. phone. psu. edu

Reference URLs • UCCX v 12 Finesse client • https: //video. cisco. com/detail/video/5989311041001/cisco-finesse-12. 0 -agent-desktop-for-uccx • Vendor Artifacts / Public artifacts • Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12. 0(1) • Cisco Unified Contact Center Express Reporting User Guide, Release 12. 0(1)