Comstice Desktop Agent
for Cisco Finesse


Better contact management and
real-time visibility for your agents

Using Comstice Desktop Agent, you can have the best agent experience for your business without any additional servers.






Cisco Finesse Mobile App Cisco UCCE UCCX





Comstice Desktop Agent for Cisco Finesse
Comstice Desktop Agent for Cisco Finesse

Why Comstice Desktop Agent

Browser-based Cisco Finesse Agent clients offer convenience, however in many cases they lack flexibility for the agent functions. Many customers use either third party widgets or third-party browser-based clients. This means they need to buy and manage additional servers for better agent clients. Also they may still experience issues every time browsers are updated with the new version.It is also common that agents accidentally close the browser window or browser crashes and logs the agent out.

Comstice Desktop Agent offers better call control and real-time data visibility with the flexibility of a dedicated client. It also offers better visibility of the queues and the call volumes for the agents.





Simple Agent Client with many features

Comstice Desktop Agent offers all the standard fetures without any additional server requirement.

By using standard Cisco Finesse features, it provides all the easy-to-use controls, real-time data feed and other features.

Agents will have full visibility of the queues and calls waiting, as well as their daily statistics in a visually understandable format rather than a table full of numbers.



Comstice Desktop Agent for Cisco Finesse

Comstice Desktop Agent for Cisco Finesse


Your company logo and colors as standard

Comstice Desktop Agent will be provided with your company logo and colors as standard.

This will help you maintain brand standards and consistency.It will also help your outsourcers to identify the client and the tools they need to access.



Update Call Variables

One of the weaknesses of Cisco Finesse Web Agent is that it is not easy to update call variables of an incoming call.

Occasionally agent needs to update the call variables of the call before transferring it to another team. Agent can double click on a call variable and update its values. When the call is transferred to another queue, the updated call variable values will be displayed.

This is particularly useful in mis-queue situations; updating call variables easily helps reporting and quality assurance teams to pick up the mis-queue scenarios quicker.



Comstice Desktop Agent for Cisco Finesse

Comstice Desktop Agent for Cisco Finesse


Full details of handled calls

Comstice Desktop Agent stores the details of the calls handled by the agent locally. The call logs store the detailed data such as call variables and it stores up to 100MB of data as a text file.

This will help agents to access the past data easily with all the details of the call that was available.




Visibility on Agent Breaks

Comstice Desktop Agent helps agents to monitor their break duration in a simple bar chart.

Duration for any agent reason code which contains the word "break" will be counted against break duration.

For example; Not ready state durations with reason codes such as "Coffee Break", "Lunch Break" or similar will be added into the total break duration.



Comstice Desktop Agent for Cisco Finesse


Comstice Desktop Agent for Cisco Finesse


Team Agent State Visibility

Desktop Agent users can monitor the states of other agents in their team so that they can find out who else can help them to manage the customers. Agent can see the reason codes of the Not Ready agents as well.

Team states visibility is important for transferring the calls to a colleague, managing the queue and resources within the team.

PLATFORM REQUIREMENTS


1

Cisco UCCE or UCCX

Comstice Desktop Agent is a Cisco Finesse client. Cisco Finesse is supported from Cisco UCCE/PCCE v9.0 onwards and Cisco UCCX v10.0 onwards. Comstice Desktop Agent also supports Cisco Contact Center HCS.

2

Cisco Finesse

For Comstice Desktop Agent to work, Cisco Finesse service needs to started on Cisco UCCX. On Cisco UCCE, there needs to be Finesse Server available. Please click here for more information.


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