Comstice Desktop Agent for Cisco Finesse

Native agent and supervisor client you don't have to install

Great agent and supervisor experience for Windows and MacOS clients. No browser dependency, no installation or upgrade required.

Windows MacOS X


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  • Screen-pop, audible and visual alerts

    Monitoring Break Duration with Break Reason Codes

    One-click Transfer to Other Queues for Mis-Queued Calls

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    Screen pop in Not Ready, when thresholds are reached

    Agent state percentage with Donut chart

    Scrolling team messages with color codes

  • Daily Call stats for the Agent: Answered, abandoned, talk time and ASA

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    Agent state durations: Average, longest and total

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    Company Logo and the colors in the login page

  • Call logs for the last seven days

    Call variables for the incoming calls

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    Total inbound and outbound calls

    One-click callback from the logs

  • Personal Contacts which agent can create, edit and delete

    Adding Corporate Directory Contacts to Personal Contacts

    Making calls from Personal Contacts

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    Access to Cisco CUCM Corporate Directory Contacts

    Access to Microsoft Active Directory Contacts via Cisco CUCM

    Bulk import of Personal Contacts

  • Agents can access to the states of team members

    State of each team member with Reason Codes

    Call or private chat with the team members

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    Color-coded team states in Donut chat

    Supervisor can change agent states, access agent's daily statistics and log out the agent

    Supervisor can do silent Monitoring, barge-in or intercept when agent is in Talking state

  • Screen-pop, audible and visual alerts

    Monitoring Break Duration with Break Reason Codes

    One-click Transfer to Other Queues for Mis-Queued Calls

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    Access to Team States for other agents

    Call Logs with variables

    Access to Cisco CUCM Corporate Directory, Finesse Phonebooks

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    Supervisor Console for additional features

    Monitoring team states, reason codes and other data

    Accessing multiple teams, sorting agents alphabetically or based on their state

  • Comstice Omnichannel features

    Fully integrated with NoTime Mobile Customer Engagement Platform

    Fallback from AI Chatbots which can not answer customer's questions

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    Customer Chats: Web and mobile

    Accepting and managing Callbacks

    Managing incoming customer emails, along with an automated ticketing system

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Dedicated Agent Application vs Browser-based Finesse Gadgets

Cisco Finesse Gadgets help agents to access the additional functionality that they are looking for. However, the user experience is often compromised and browser dependency causes additional challenges. Also new gadgets often require a separate gadget server to run.

Comstice Desktop Agent offers all the agent and supervisor functionality with a beautiful design and great user experience. It does not require any new server; it is just a Cisco Finesse client with no browser dependency. Also it does not require an upgrade every time your Cisco servers are upgraded. And the best thing is; You don't even have to install it. You can run it as click and run application.

Unique Features of Comstice Desktop Agent for Cisco Finesse

Easily accessible omnichannel communication from mobile and the web will help your customer to build the habit of using the other options before making any calls.

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No Installation Required

You don't have to install Comstice Deskop Agent. You can download the portable version, extract the zipped folder, click on Agent.jar and run. It is also possible to copy the portable version into a network drive and run from there.

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Omnichannel: Chat, callback, email

Agent can have voice, chat, callback and email channels using the same client. Omnichannel features (chat, callback and email) are offered through Comstice OmniChannel Server.

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Agent Reskilling

Supervisors can reskill the agents in their team using the Comstice Desktop Agent Supervisor Console. They can add/remove agents from a skill, assign/unassign Precision Queue attributes, reset their password and update their default skill.

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Team Messages, Break Duration, Visual and Audio Alerts

Managers can create team messages with color-coded priority levels which will be shown as scrolling messages, enable audio and visual alerts for calls in queue and oldest in queue. When agent selects a reason code with the word "break" in it, break duration will increment as a bar chart.

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Mobile Customer Engagement Platform


Click here for more information
Features Cisco Finesse Web Client Comstice Desktop Agent for Cisco Finesse
No Client Installation Required Yes Yes
No Additional Server Required Yes Yes
Browser Independent No Yes
Native Screen-Pop for calls in queue and incoming calls No Yes
Seamless HTTPS/TLS Certificate Compatibility No Yes
Agent Call Logs including call/ECC variables of each call No Yes
Ability to Edit Call Variables No Yes
Company colors and logo No Yes
Agent access to daily agent stats, number of calls answered, abandoned, average, total and maximum agent state durations No Yes
One-click transfer for the mis-queued calls No Yes
Visual and Audio alerts for the Queued Calls No Yes
Agent Blind Transfer (UCCX) No Yes
Access to Cisco CUCM Corporate Directory and Microsoft AD via Cisco CUCM No Yes
Seamless integration with any CRM platform without any development required No Yes
Customer CRM page auto pop-up or on-demand access from the active call window No Yes
Customer CRM page auto pop-up or on-demand access from the active call window No Yes
Start/Stop Voice Recording for Cisco Recording and Calabrio Recording No Yes
Supervisor: Agent Reskilling without any additional server (UCCE only, UCCX version requires Comstice Wallboard Server) No Yes

Frequently Asked Questions

Why should we have a dedicated client when we can have many Finesse gadgets

Agent Experience in the default Finesse interface has shortcomings; many agent and supervisor features are missing, browser interface occupies too much screen estate and there are many browser-related issues and limitations. Comstice Desktop Agent offers a compact yet feature rich and easy to use agent and supervisor experience which reduces the average handle time significantly.

Do we need to upgrade Desktop Agent every time we upgrade Cisco Finesse?

No. Comstice Desktop Agent app uses Cisco Finesse APIs and these APIs do not change in different Cisco Contact Center versions.

How does the rollout work?

Agents and supervisors download Comstice Desktop Agent and run it from their PCs. They use the company code to retrieve their licence and company settings.

How does the upgrade work?

In case of an upgrade for resolving a defect or for new features, upgrade files can be hosted on an SFTP server and each client will download and run the updated version during initial launch. No uninstall/reinstall required.

Does Comstice Desktop Agent need Cisco Jabber?

There is no dependency for Cisco Jabber.

How Desktop Agent is licensed?

It is licensed per named agent. Same license can be used for the agents and the supervisors.

Do we need any additional server?

No. Desktop Agent is a client-only application. You do not need any additional server. It communicates directly with Cisco Finesse and Cisco CUCM. You can use Comstice Wallboard for Team Chat and Omnichannel features are run on the Omnichannel Server.

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