Overview
This guide provides an overview of how to use the Cisco Contact Center Express (CCX) Finesse system as an agent.
Table of Contents
Agent Desktop Login/Logout
This section explains how to log into and out of Finesse, the web-based agent desktop.
Login
In the web browser address bar, type https://ccx1.voip.uic.edu:8445/desktop/. The Desktop Login screen shown below appears. Enter your username (ID), password, and the ACD extension; click OK. The username is case-sensitive. Note: If you are using Extension Mobility, make sure you are logged into a phone first.
Upon successful login, the desktop toolbar will be displayed as depicted below. The UCC Express (ACD) extension will be set to the Not Ready state so it will not receive calls.
Logout
To log out of the desktop, click the Sign Out icon in the top right corner of the window and select Sign Out. Signout can ONLY be performed whether the agent is Not Ready.
If the administrator has configured Logout Codes, pick the desired Logout Code.
Make Agent Available/Unavailable
This section will help agents manage their Ready (available for calls) and Not Ready (unavailable for calls) states. There is also a third state called Work where the agent in unavailable to take calls, but the time in this state is bound to the last ACD call they were on.
Ready (Available)
To accept incoming queued calls, click the State icon and then select Ready from the drop down list.
Not Ready (Unavailable)
To go unavailable, click the State icon and select a Not Ready state from the drop-down list. When agents are in Not Ready state, no queued calls will be sent to them.
There are different types of Not Ready states from which to choose; select the desired reason code state to make yourself Not Ready.
Reserved, Talking, and Wrap-Up
These are automatic state changes. Reserved is only active when the agent is receiving a call from the queue. The state is changed to Talking while the agent is on an inbound ACD call.
Once a reception queue call has concluded, the state will change back to the most recent state selected (usually Ready). Once a scheduler queue calls has concluded, the state will change to Wrap-Up for 15 seconds, then the state will change back to the most recent state selected (usually Ready) unless the agent selects Ready or Not Ready prior to that Wrap-Up timer expiring.
Calls
This section will help explain how to deal with online phone books, placing and receiving calls, using hold functionality, and transferring and conferencing calls.
Phone Books
Phone books can be used for accessing public phone numbers defined by the administrator; they help ease outbound calling by allowing groups of agents with common outbound calls to select and make calls from Finesse with just a few clicks. Phone books can be accessed while making an outbound call (from a Not Ready state), transferring a call, or conferencing a call.
Make Outbound Calls
Click the Make Call icon and enter telephone number to be dialed.
A window displays, and the phone number can be selected or entered and dialed. Click the Call icon to make the outbound call.
When an outbound call is placed, the other icons on the toolbar are activated as shown in the picture below.
Answering Incoming Calls
When receiving a call from the queue, the agent is put in a Reserved (ringing) state. To answer the incoming call, click the Answer button within Finesse or simply answer the call on the phone. Note that you can see the queue name within the call management section of Finesse.
Once the Answer button is clicked (or the call is answered via the phone), the call is active (the agent is now in a Talking state) and other buttons such as Keypad, Hold, and Consult are all enabled. The Answer button is replaced by the End button.
Place a Call on Hold
To place an active call on hold, click the Hold button.
Hold The call will change to On Hold state. The Keypad and Consult icons will disappear and the Hold button becomes the Retrieve button.
Retrieve a Held Call
To retrieve the held call, click the Retrieve button.
Conference/Transfer a Call
To transfer to conference a call, click the Consult icon to initiate the conference/transfer of an active call.
The dialing gadget displays with the phone directory. A phone number can be selected/entered in multiple ways and can then be dialed by clicking the Call button. This will place the active call on hold and initiate a new call to the new phone number.
When the called party’s phone is ringing or answered, the Transfer and Conference buttons become available. Click the appropriate button to ato complete the conference/transfer.
More phone numbers can be added to a conference by repeating the process of dialing and adding to the conference as shown above.
Wrap-Up Codes
During a call, the Wrap-Up Reason selection box will be available. You can select a Wrap-Up Reason during a call or after a call.
Select the desired wrap-up code and click Apply.
Note: If you are transferring a call, make sure to pick a wrap-up code before completing the transfer. You will be unable to pick a wrap-up code once the caller is no longer on your phone.
Reports
Home Tab Reports
Select the Home tab to view team and queue statistics.
Agent CSQ Statistics Report
The Agent CSQ Statistics Report presents the current call queue statistics.
Agent Team Summary Report
The Agent Team Summary Report presents the agent state and the reason code (where applicable); an agent can view details of all the agents in the team.
My Statistics Tab Reports
Select the My Statistics tab to view agent statistics.
Agent Statistics Report
The Agent Statistics Report presents your performance statistics (calls offered/handled, talk times, Ready/Not Ready times, etc.) for all ACD calls since midnight.
Agent State Log Report
The Agent State Log Report presents your agent state and duration in that state, wrap-up data (where applicable), and the reason code (where applicable) since midnight.
