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CCEFIN - Finesse Operations for Cisco Contact Center (CCEFIN)

Finesse Overview Finesse Basics What is Finesse Supported OS and Browsers Versions Supported Components of Finesse Finesse Architecture The Finesse Server The Connections to the Finesse Server...

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$3,299 USD GSA  $2,825.34
Course Code CCEFIN
Duration 3 days
Available Formats Classroom
6119 Reviews star_rate star_rate star_rate star_rate star_half
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Finesse Overview Finesse Basics What is Finesse Supported OS and Browsers Versions Supported Components of Finesse Finesse Architecture The Finesse Server The Connections to the Finesse Server Finesse Client Connections Finesse Failover Failover Mechanisms CTI Failure AWDB Failure Finesse Server Failure Finesse Browser Issues Finesse IP Phone Failure Finesse Out of the Box Logging into Finesse as an Agent The Finesse Agent Interface Logging into the Supervisor Interface The Finesse Supervisor Interface Basic Finesse Customizations Administration Interface Tour Phone Books Screen Pops Reason Codes Wrap up Codes Desktop Layouts Adding CUIC live Data Adding CUIC Gauges and Charts Task Overview CUIC Tasks Finesse Admin Tasks Workflows Web Browser Pops API Actions Recording Calls Post Call Survey 3 CUIC Dashboards vs Reports Customizing a Report to add to Finesse Setting Permissions on a Customized Report Limitations of Live Data Reports in 12.0 Permalinks and how they are used to add a report to Finesse Gadgets Gadgets Overview Cisco Sample Gadgets Uploading Gadgets to the Finesse Server Adding Gadgets to the Desktop Layout Rest API The Finesse REST API The Finesse REST API Structure Using the Finesse API from the CLI Adding API Elements to a Web Site 3rd party Solutions Examples of Third-Party Apps (2Ring?) Troubleshooting Finesse Troubleshooting Finesse Server Collecting Trace Files Finesse Errors Lab Outline Introduction to Finesse Agent and Supervisor Interfaces Cisco Finesse Admin Basics Layout Lab Workflows Adding a Live Data Report to Cisco Finesse Loading 3rd Party Custom Gadgets Using the REST API Integrating Task Routing into a Web Interface 3rd Party Tour Troubleshooting Finesse

Skills Gained

Cisco Finesse Basics Basic Finesse Customization Gadgets The REST API Troubleshooting

Who Can Benefit

Those wanting to customize the Agent and Supervisor desktop out of the box solution IT support staff that need to be able to troubleshoot the Finesse Server and interfaces Administrators that want to use the basic tools to customize Cisco Finesse

Prerequisites

Basic familiarity with Contact Centers.

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