UCCX: Finesse Supervisor Desktop Documentation v.12

Recommended Browser: Mozilla Firefox browser  

Log in to the Finesse Supervisor Desktop  

To log in to the Cisco Finesse Desktop, open the Mozilla Firefox browser by either choosing the shortcut on your desktop or Start > All Programs > Mozilla Firefox. If your browser is not configured to open Finesse automatically, please visit https://go.ncsu.edu/callcenter. 

Enter your Unity ID, Unity password, and 5-digit agent phone extension in the appropriate fields (your agent phone extension is typically the number listed on Line 2 of your phone).  

Note: Each ID can be logged in to only one computer. If you try to log in with an ID that is already logged in on another computer, it will automatically log out the first instance. 

The Finesse Desktop Interface 

The Finesse desktop interface is web-based and does not require a separate client install. If you have supervisor access to your call center, your Finesse desktop will launch in the  Supervisor view rather than the Agent view. The "Team Performance” pane shows the call center agents and each agent's status. Supervisors have the option to change the status of their agents from“Not Ready” to “Ready” or "Sign Out" by highlighting the agent and selecting the appropriate action under the "Action" column. Supervisors can also see the agent's recent call history and recent stat history by clicking on an agent in the "Team Performance pane" and selecting "View History" under the "Action" column. The window will change to view the generated real-time reports of "Recent Call History" and "Recent  State History." The "Remind Me" notification alerts you when you are set to a ''Not Read" state after missing a call. The "Remind Me" notification appears only on two occasions: when you first log in to the Finesse desktop interface and when you miss a call while in the "Read" state. 

Phone functions can be performed in the Finesse Supervisor browser or on the phone itself. Calls can be answered, transferred, conferenced, or put on hold from the Finesse screen. The buttons and functions you see in your client will change depending on whether or not there is an active call on the line.  

The following instructions walk through performing phone functions via the Finesse desktop interface. These functions could also be performed directly on the supervisor's desk phone. 

Note: Whether you answer the phone on the screen or on your desk phone, you must complete that call the same way you answered it.  

Calls  

Once logged in, the supervisor must change their status to “Ready” to start receiving calls.

Note: Upon login, your status is automatically set to “Not Ready.” To accept calls, click the arrow next to “Not Ready” and toggle your status to “Ready.”  

Answering a call 

To answer an incoming call in the Finesse window, click on the “Answer” button on the right side of the screen. 

Ending a call  

To end a call, click on the “End” button on the right side of the screen.

Placing a call on hold 

To place a call on hold within the Finesse desktop client, click the “Hold” button in the center of the screen. Clicking the “Retrieve” button will resume the call.  

Conferencing an active call 

To bring other participants into an active call, first click the “Consult” button in the center of the Finesse screen. This will open a screen where you can use the dial pad to dial the party's extension you want to conference into your call, or choose an entry from the phone book. After choosing the number or dialing from the dial pad, click the green “Consult” button under the dial pad. Once the call connects, press the “Conference” button in the middle of the screen to conference the party.  

Transferring a call (Direct or''Blind'' Transfer) 

To perform a "Direct or Blind Transfer" of an active call, click the “Direct Transfer” button in the center of the Finesse window. This will bring up a dial pad to dial the extension or choose an entry from the phone book. To dial the extension, dial it as you would from your campus extension, then click the green "Direct Transfer” button under the dial pad.  

Transferring a call (Supervisor or''Warm'' Transfer) 

To perform a "Supervisor or Warm Transfer," click the “Consult” button in the center of the Finesse window. This will bring up a dial pad to dial the extension or choose an entry from the phone book. To dial the extension, dial as you would from your campus extension, and click the green "Consult" button. When the party answers, talk as if you were clicking the “Transfer” button to transfer the call. 

Making a Call 

First, click on “Make a New Call.” The dial pane will appear, and calls can be made as they would from any campus phone line. Next, enter the number you wish to dial and click the green “Call"  button.  

Phone Books 

Phone books are available within the Finesse desktop client. A phone book can be configured for your department to include numbers your agents frequently call. If configured to use the phone book, click the "Make a New Call" button. Then click the phone book icon. Next, search for a contact, then click the green number icon to dial it. 

Reports 

Daily, weekly, and monthly reports can be configured for your department. Contact your UC Team with the information you want to see in your reports at oit_ct_uc@help.ncsu.edu.  

Accessing Real-Time Reports 

The supervisor interface offers real-time reports. By clicking on the “Team Data” icon, supervisors can view updated daily reports for all agents in their call center.  

Supervisors can see real-time data on queue statistics by clicking on the “Queue Data” icon. 

Refreshing Data  

If you experience delays in loading panes in your Finesse client, click the F5 key on your keyboard to reload the page. For example, panes that display blank with “Loading report” at the top will require a refresh to load. 

My History 

Agents and supervisors can access their recent call and agent state history by clicking the "My History" icon. They can also return previous calls from the "Recent Call History" by clicking the phone  icon under "Make Call." 

My Statistics 

Agents and supervisors can access their recent call statistics by clicking the "My Statistics" icon. Additionally, calls Offered/Handled and average and max times for Talk, Hold, Ready, and Not Ready are viewable.

Making yourself available or unavailable (Ready/Not Ready) 

To change your state from “Ready” to “Not Ready” or vice versa, click the down arrow and select the desired state. Once an agent is moved to a “Not Ready” state, they cannot accept calls. To resume calls, the agent must change the status to “Ready.”  

Note: If an agent misses a call routed to their line, their state is automatically changed to "Not Ready.” To receive another call, the agent must return to the “Ready” state.  

Signing Out

Upon completion of the shift, each agent should log out of the Finesse desktop. To log out of the program, click the “Sign Out” button on the top right of the window.

Then click the reason code for which you are signing out. Then click OK if you are sure. (Reason codes will vary from the organization) 

Note: You must sign out in the “Not Ready” state.  

Using Desktop Chat 

Desktop Chat allows agents or supervisors to chat internally with other Finesse users and with users outside the contact center. The Desktop Chat state differs from the Finesse agent state. 

Sign in to Desktop Chat 

1. In the Finesse Desktop, click the Desktop Chat Icon. 
2. Enter your username@ncsu.edu and Unity password
3. Click Sign In. 

Add Contact 

If you have Cisco Jabber installed, your Jabber contact list will appear the first time you sign in. If not, your contact list will be empty. 

1. In the contact list, enter the agent name or ID in the Search Contacts field.
   1. As you type, matching results appear in a drop-down list.
   2. Hover over the desired contact and click the Add icon. 
2. You may change the display name in the Add Contact window.
3. From the Add to Group drop-down, select an existing group or create a new group. 
4. Click Add. 

Delete a Contact 

Delete a Single Contact: 

1. In the Contact list, click the Moreicon next to the contact. 
2. Click Delete. 
3. Confirm deletion. 

Delete Multiple Contacts: 

1. Press and hold the Ctrl key and select the desired contacts. 
2. Click Delete in the Contact list header. 
3. Confirm deletion.

Edit a Contact Name or Group

1. Click the More icon next to the contact. 
2. Click Edit. 
3. Modify the display name or group.
   1. When modifying the contact group, you can either add the contact to an existing group or create a new one. 
4. Click Save. 

Move a Contact to Another Group

Move a Single Contact: 

1. Click the More icon next to the contact. 
2. Click Move. 
3. Select or create a destination group.
4. Click Move. 

Move Multiple Contacts: 

1. Press and hold Ctrl and select the desired contacts. 
2. Click Move in the Contact list header. 
3. Select or create a destination group.
4. Click Move. 

Edit a Group Name

1. Click the More icon next to the group. 
2. Click Edit. 
3. Modify the group name. 
4. Click Save. 

Delete a Group 

1. Click the More  icon next to the group. 
2. Click Delete. 
3. Confirm deletion.

Deleting a group removes the group and all associated contacts. 

Change Your Desktop Chat State 

When you sign in to Desktop Chat, your state defaults to Available. 

To change your state: 

1. Click the drop-down arrow beside your current state. 
2. Select the appropriate status. 

Note: If your status is set to Do Not Disturb, incoming messages are displayed only if the chat window is active. If minimized or closed, the  Desktop Chat icon blinks and the minimized chat header shows unread messages. 

Sign Out of Desktop Chat 

Signing out of Desktop Chat does not sign you out of the Finesse desktop. Your Finesse agent state remains unchanged.  

To sign out: 

1. Click the drop-down arrow beside your current state.
2. Click Sign Out. 

Using Team Message (Supervisors Only) 

Send Team Message 

The Team Message feature allows supervisors to broadcast messages to one or more teams. Messages appear as a banner across the Finesse desktop in real-time.  

1. Click the Team Message icon.
2. Enter your message in the Compose Message box (maximum 255 characters). 
3. Select one or more teams.
4. Set an expiration time (5 minutes to 23 hours, 55 minutes).
5. Click Send. 

Manage Messages

• Click Show Recent Messages to view previous messages. 
• Select messages and click Delete to remove them. 

If a message expires, the previous active message is restored (if still valid). 

Viewing Team Message 

When logged in to Finesse:

• Active team messages appear as a banner.
• The banner displays the number of active messages.
• Click the number to view message details, including supervisor name and timestamp. 
• Messages expire based on the supervisor's configured timeframe.

If Finesse is inactive, a notification appears when a new team message is sent.  

Getting Help 

To open a Help Desk ticket:

• Call the Network Operations Center (NOC)Help Desk at 5-7099.
• For non-urgent requests, email oit_ct_uc@help.ncsu.edu  

Mozilla Firefox Browser Configuration  

The following configuration must be completed once in Firefox for Finesse to function properly. This setting is retained for future sessions.   

1. Open Firefox and enter about:config in the address bar 
2. Click "I'll be careful, I promise" on the warning page (if prompted) 
3. In the search field, enter dom.disable_window_flip 
4. Double click dom.disable_window_flip to set the value to False. 
5. Restart  Firefox. 

Important:

Pop-up blockers must be disabled.

To disable pop-up blocking:

1. Click Tools > Options.
2. Select the Content tab.
3. Uncheck Block pop-up windows.