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Collaboration, Voice & AV · Intermediate

Cisco Finesse

Cisco's browser-based agent and supervisor desktop for UCCX and UCCE, with gadgets for call control and business apps.

Definition

Finesse provides agent state control, call controls, team views for supervisors, and an extensible gadget framework for CRM, knowledge bases and reports. It uses REST APIs and XMPP-based notifications. Supervisors can silently monitor, barge and change agent states.

Example

A supervisor uses Finesse team view to silently monitor a new agent's call.

Exam tip

Finesse is the agent desktop; CUIC is the reporting platform.

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