Recommended Browser: Mozilla Firefox browser  

Login 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 only be logged in on one computer. If you try to log in with an ID already logged in on another computer, it will automatically log the first instance out. 

 

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 the status of each agent. 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, conference, and/or put on hold from the Finesse screen as well. 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.  

Answering 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,  you must 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 conference other participants into an active call, first, click on the “Consult” button in the center of the  Finesse screen. This will bring up a screen from which you can use the dial pad to dial the extension of the party you are trying 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''Blin'' 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 as you would from your campus extension and 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 you would click 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 with numbers that 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 to dial the number. 

 

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 Statistic" 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 users on the Finesse desktop and with users outside the contact center. Therefore, the Desktop Chat agent 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 in the appropriate fields and click Sign In. 

 

Add Contact 

*If you have Cisco Jabber on your desktop, the first time you sign in to Desktop Chat, you will see your Cisco Jabber contact list in the Desktop Chat window. Your contact list will be empty if you do not have Cisco Jabber. 

To add a contact: 

1. In the empty contact list, enter the agent name or ID in the Search Contacts field.

Note: When you enter the text to search, the Search field pre-populates relevant results in a drop-down. From the results list, hover over the required contact and click the'''' icon. 

2. In the existing contact list, click the icon at the end of the group and click Add. Click the icon at the end of the required chat from the Recent Chats group and click Add.

3. You can change the display name in the Add Contact window.

4. From the Add to Group drop-down, choose an existing group or create a new group to which you want to add the contact. 

5. Click Add. 

6. The contact is added to your existing or newly created group. 

 

Delete a Contact 

To delete a single contact: 

1. In the Contact list, click theicon at the end of the required contact.

2. From the drop-down, click Delete. 

3. In the confirmation prompt, click Delete to remove the contact from that group. 

To delete multiple contacts: 

1. Press and hold the Ctrl key and select the required contacts. 

2. On the Contact list header, click Delete. 

3. In the confirmation prompt, click Delete to remove the contact from that group. 

 

Edit a Contact 

Use this option to change the contact name or contact group. 

1. In the Contact list, click theicon at the end of the required contact.

2. From the drop-down, click Edit. 

3. Modify the display name or the group in the Edit Contact window. 

While modifying the group for the contact, you can either add the contact to existing groups or create a new group. 

4. Click Save. 

 

Move a Contact 

Use this option to move a contact to a different group. 

To move a single Contact: 

1. Click the icon at the end of the required contact. 

2. From the drop-down, click Move. 

3. Select an existing group or create a new one in the Select Destination window.

4. Click Move. 

To move multiple contacts: 

1. Press and hold the Ctrl key and select the required contacts. 

2. On the Contact list header, click Move. 

3. Select existing groups or create a new group in the Select Destination window.

4. Click Move. 

 

Edit a Group 

Use this option to change the group name. 

1. In the contact list, click theicon at the end of the required group.

2. From the drop-down list, click Edit. 

3. In the Group window, modify the group name. 

4. Click Save. 

 

Delete a Group 

Use this option to delete a group. 

1. In the Contact list, click theicon at the end of the required group.

2. From the drop-down, click Delete. 

3. In the confirmation prompt, click Delete. 

4. The group with all the contacts has been removed. 

 

Change Your Desktop Chat State 

When you sign in to the Desktop Chat, your state is set to Available by default. 

To change your state: 

1. Click the drop-down arrow in the Desktop Chat window beside your current state.

2. Choose the appropriate state from the list. 

Note: If your status is set to Do Not Disturb and you receive a chat message, the message is displayed only if your chat window is active. If the chat window is closed or minimized, the  Desktop Chat icon blinks, and you will only see the minimized chat window header with the number of chat tabs with unread messages. 

Sign Out of Desktop Chat 

When you sign out of the Desktop Chat, you will only be signed out from the Desktop Chat, not the Finesse desktop. Your Finesse agent state remains the same.  

To sign out: 

1. Click the drop-down arrow beside your current state in the Desktop Chat window 2. Then, from the displayed list, click Sign Out. 

 

Using Team Message (For Supervisors) 

Send Team Message 

The Team Message feature allows you to create and send a broadcast message to one or multiple teams. The message appears as a banner across the Finesse desktop, and agents can view it in real-time.  

1. In the Finesse desktop, click the Team Message icon.

2. Enter the broadcast message in the Compose Message box (the maximum number of characters allowed is 255). 

3. Select the team or teams to send the message by checking the check box next to the team name. 

Note: You can send multiple messages to a single, multiple, or all teams.

4. From the drop-down, you can set an expiry time for the composed messages, starting at 5 minutes and ending at 23:55 hours. The time is displayed in hours and minutes. However, this time frame can be edited. 

5. Click Send. 

You can view the latest messages sent by clicking Show recent messages. If you wish to delete any or all messages, check the check box next to each message. Then click Delete and confirm the deletion. 

The message is removed from the active display, and the previous non-expired team message becomes the agent's active message. 

Viewing Team Message 

Logging in to the Finesse desktop allows you to view the Team Message banner, which broadcasts the active team updates sent by your supervisor in real-time. The banner also displays the total number of active messages your supervisor sends. You can view the latest message by clicking the number, with the supervisor's name and the timestamp displayed against each message. 

You can toggle between the active messages (note that messages expire after a time frame, as set by the Supervisor). 

If the Finesse desktop is inactive, a toaster notification will appear when the supervisor sends a new team message. You can click the notification to view the message.  

 

Getting Help 

To open a Help Desk call, please 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 change must be made in the Firefox browser for the Finesse desktop to work properly. This change must only be made once in Firefox, so we save it for future sessions. However, if you want to run Finesse on a new computer or a computer you have not run on before, this change will need to be made.  

1. Open Fir fox and enter about:config in the address bar 

2. Click "I'll be careful, I promise" on the warning page (if needed) 

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. 

* Pop-up blockers must also be disabled. To disable pop-up blockers, click on Tools, Options, and choose the Content tab. Uncheck the box for “Block pop-up windows.”