The following advanced capabilities are available for a supervisor: Agents cannot sign out of Finesse if they are in the Ready state. As we all know when it comes in the world of CX, context matters.ĭigital Channels, The new user experience has the agent state control for Digital Channels added next to the agent Voice state. When the Finesse desktop window or tab is inactive, you receive toaster notifications for any Voice or Digital Channel requests.Īnswering an Incoming Call, when a call lands on the Cisco Finesse, a popover notification now is displayed showing the call context with an option to answer the call.
In other words, supervisors now have the ability to change IVR messages via the calendar management tool for holidays and special days.Ĭisco Next-Gen web 2.0 Agent desktop, Finesse has also got an update empowering the agents and supervisors to deliver superb CX, while making the agent job a lot simpler to carry out, after all, as we say Happy Agent = Happy Customer.Ĭustomized Logo and Product Name, You can now customize the logo and product name appearing on the Finesse desktopĬustomized Left Navigation Bar, You can customize the left navigation bar by adding icons where we have gadgets hosted. The calendar management can be extended to the IVR enabling supervisors to configure various IVR messages for holidays, special days, or specific business hours. This means for your customers, they would only see the Chat widget within the business hours, that you configured.
Within this blog post, we will deep dive into some of the latest features of Cisco UCCX, while there are many new enhancements, we will focus on the below within this blog post.Īdministrator & Supervisors now can create calendars and configure business hours, holidays, weekends, to it and associate these hours with applications such as the bubble chat widget.
We’re thrilled with the latest release of Cisco Unified Contact Center Express (UCCX) 12, that is packed with a lot of new features and enhancements, that will enable you to deliver an even more superior customer experience.