Cisco Finesse Agent and Supervisor Desktop User Guide for ... · Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 10.5(1) First

Cisco Finesse Agent and Supervisor Desktop User Guide for CiscoUnified Contact Center Express, Release 10.5(1)First Published: 2014-06-11

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C O N T E N T S

P r e f a c e Preface vii

Change History vii

About This Guide vii

Audience viii

Related Documents viii

Documentation and Support viii

Documentation Feedback viii

C H A P T E R 1 Cisco Finesse Desktop Interface 1

Finesse Agent Desktop 1

Finesse Supervisor Desktop 2

State and Call Timers 3

Browser Behavior 4

Browser Settings for Internet Explorer 5

Finesse Desktop Failover 6

Failover and Outbound Calls 6

One Desktop Session Supported Per Agent 7

C H A P T E R 2 Common Tasks 9

Sign In to the Finesse Desktop 9

Accept Security Certificates 10

Accept Certificates for Live Data Gadget 12

Accept Certificates for Multi-session Chat 13

Sign Out of the Finesse Desktop 13

Live Data Reports 14

Access Live Data 14

Live Data Reports 14

Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 10.5(1)

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C H A P T E R 3 Call-Related Tasks 15

Change Your State 15

Make a Call 16

Answer a Call 16

Answer a Direct Preview Outbound Call 17

Reclassify a Direct Preview Outbound Call 17

Schedule a Callback 18

Initiate a Consult Call 18

Send DTMF 19

Apply Wrap-Up Reason 20

C H A P T E R 4 Chat-Related Tasks 21

Chat Control Gadget 21

Change Your State 22

Accept a Chat 22

Manage Chats Gadget 23

C H A P T E R 5 Supervisor Tasks 25

View Team Performance 25

Change State of Agent 25

Monitor a Call 26

Barge In on a Call 27

Intercept a Call 27

Search and Play a Recorded Call 28

C H A P T E R 6 Troubleshooting 29

Chat is down due to temporary outages 29

You are not configured for Chat 29

An Error Occurred While Joining the Chat Room 30

Chat Disconnected 30

Cannot Load Predefined Responses 30

Manage Chats gadget is blank 30

A P P E N D I X A Live Data Reference 31

Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release10.5(1)

iv

Contents

Agent Reports 31

Agent CSQ Statistics Report 31

Agent State Log Report 32

Agent Statistics Report 35

Agent Team Summary Report 37

Supervisor Reports 40

Agent Outbound Team Summary Report 40

Chat Agent Statistics Report 42

Chat CSQ Summary Report 44

Team State Report 45

Team Summary Report 46

Voice CSQ Agent Detail Report 49

Voice CSQ Summary Report 52

Enable Waiting Calls Field in Snapshot View of Voice CSQ Summary Report 54


v

Contents


vi

Contents

Preface

• Change History, page vii

• About This Guide, page vii

• Audience, page viii

• Related Documents, page viii

• Documentation and Support, page viii

• Documentation Feedback, page viii

Change HistoryDateSeeChange

Initial releaseof documentfor 10.5(1)

Added a new section“AnswerOutboundDirectPreview Call” under“Call-related Tasks”

Initial releaseof documentfor 10.5(1)

• Added Chat-Related Tasks, on page 21 chapter.

• Added two Web chat reports and one Outbound report tothe Live Data Reference, on page 31 section.

• Added Troubleshooting, on page 29.

Added Web Chat for theFinesse Agent Desktop.

About This GuideThe Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Expressdescribes how agents and supervisors can use the Finesse desktop for calls and chat.


vii

AudienceThis document is intended for Unified Contact Center Express agents and supervisors who use the Finessedesktop.

Related DocumentsLinkDocument or Resource

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_documentation_roadmaps_list.html

CiscoUnified Contact Center Express DocumentationGuide

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_products_support_series_home.html

cisco.com site for Unified CCX documentation

http://www.cisco.com/en/US/products/ps9755/tsd_products_support_series_home.html

cisco.com site for Unified Intelligence Centerdocumentation


cisco.com site for Cisco Finesse documentation

http://www.cisco.com/c/en/us/support/customer-collaboration/socialminer/tsd-products-support-series-home.html

cisco.com site for Cisco SocialMiner documentation

http://www.cisco.com/c/en/us/support/customer-collaboration/mediasense/tsd-products-support-series-home.html

cisco.com site for Cisco Mediasense documentation

Documentation and SupportTo download documentation, submit a service request, and find additional information, seeWhat's New inCisco Product Documentation at http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html.

You can also subscribe to theWhat's New in Cisco Product Documentation RSS feed to deliver updatesdirectly to an RSS reader on your desktop. The RSS feeds are a free service. Cisco currently supports RSSVersion 2.0.

Documentation FeedbackTo provide your feedback for this document, send an email to:

[email protected]


viii

PrefaceAudience















http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html

mailto:[email protected]

C H A P T E R 1Cisco Finesse Desktop Interface

• Finesse Agent Desktop, page 1

• Finesse Supervisor Desktop, page 2

• State and Call Timers, page 3

• Browser Behavior, page 4

• Browser Settings for Internet Explorer, page 5

• Finesse Desktop Failover, page 6

• One Desktop Session Supported Per Agent, page 7

Finesse Agent DesktopAfter you sign in, you can change your status to Ready to make yourself available for calls. The buttons inthe call control area change depending on the situation. For example, when you are on a call, Consult, Hold,Keypad, and End buttons are available. When you have a call on hold and are on a consult call, Conference,Transfer, Retrieve, and End buttons are available. When you are on a conference call, buttons for Hold,Consult, Keypad, and End are available.

The Finesse agent desktop provides the following out-of-the-box functionality:

• Basic call control: Answer, hold, retrieve, end and make calls.

• Advanced call control: Make a consultation call and transfer or conference the call after the consultation.

• Agent state and call timers: The agent state timer indicates the length of time in Ready or Not Readystate. The call timer indicates total call time, hold time, and wrap-up time.

• Schedule a callback: Schedule a callback for an Outbound Dialer call to call a customer back at a moreconvenient time.

• Direct Preview Outbound calls: Preview the customer information for the call before you choose toaccept, reject, or close the contact.

• Reclassify a Direct Preview Outbound call: If you do not reach the customer, you can reclassify the callas Answering Machine, Fax/Modem, Busy, or Invalid Number.

• Send DTMF digits: Send DTMF digits to interact with an IVR system.


1

• Not Ready and Sign Out reason codes: Code to indicate why you are changing your status to Not Readyor signing out (your administrator defines these codes).

•Wrap-up reasons: Wrap-up reason for each call (your administrator defines the wrap-up reasons).

• Phonebooks: List of contacts from which you can select one to call (your administrator defines whatcontacts appear in your phonebook).

•Workflows: Your administrator can define workflows that are triggered by call events (for example,your administrator may create a workflow that causes a browser pop on your desktop when a call arrives).

• Single Sign-On (SSO): An authentication process that allows you to sign in to one application and thensecurely access other authorized applications without needing to resupply user credentials. It permitsCisco supervisors or agents to sign on only once with a username and password to gain access to alltheir Cisco browser-based applications and services within a single browser instance.

• Hybrid Mode: An authentication process that allows you to sign in to Finesse Desktop either in SSO orNon SSO mode on a per agent basis.

• Live Data reports

•Web Chat: Accept, interact, and end chat sessions.

• Language support: If your administrator installed Finesse language packs, when you sign in to Finesse,you can choose from a list of supported languages for the desktop.

The functionality available to you depends on what your administrator has configured. For example, if youradministrator did not define wrap-up reasons, you cannot choose a wrap-up reason.

To ensure that all features of the Finesse agent desktop work properly, you must disable pop-up blockers.Note

Finesse Supervisor DesktopIn addition to the same call-control functionality provided by the agent desktop, the supervisor desktop alsoprovides the following:

• Team Performance gadget

• Live Data gadget

To ensure all features of the Finesse supervisor desktop work properly, you must disable pop-up blockers.Note

Team Performance Gadget

On the Team Performance gadget, you can select a team from a list of teams assigned to you. You can viewthe agents on that team, their current state, the time in state, and their extension. You can click the columnheaders to sort the information by Agent Name, State, Time in State, or Extension.


2

Cisco Finesse Desktop InterfaceFinesse Supervisor Desktop

The Time in State field refreshes every 10 seconds. When an agent's state changes, the Finesse server sendsout an agent state notification and the timer resets to 0. An agent state change includes changing from NotReady with a reason code to Not Ready with a new reason code.

The Team Performance gadget also provides the following functionality:

• Silent monitoring: Silently monitor an agent call.

• Force state change: Force an agent into Ready or Not Ready state or sign out an agent.

When you silently monitor an agent, a Barge In button appears in the call control area. You can click thisbutton to barge in to a call between the agent and customer. After you barge in, you can choose to interceptthe call by dropping the agent.

State and Call TimersThe Finesse desktop provides agent state and call timers.

The agent state timer appears next to the agent state drop-down list when you are in Not Ready or Ready stateand updates every second. The format for this timer is mm:ss. If you are in the state for more than one hour,the format changes to hh:mm:ss (for example, 05:25 or 01:10:25).

When you change state (for example, from Not Ready to Ready or from Not Ready with a reason code to NotReady with a new reason code), the timer resets to 00:00.

The Finesse desktop provides call timers in the Call Control gadget (in the format mm:ss). The call timersprovide the following information:

• Total Call Time: Indicates the duration of your current call.

• Hold Time: Indicates the amount of time that the call has been on hold. When you place a call on hold,this timer shows the hold time, followed by the total call time in parentheses.

•Wrap-Up Time: Indicates the amount of time that you have been in wrap-up state. If wrap-up is enabledfor you, you transition to wrap-up state when you end the call.

If the call exceeds 1 hour, the timer still displays in minutes and seconds. For example, at 1 hour and 15seconds, the timer displays 60:15.

If the Finesse server cannot accurately calculate the state time or the call time (such as under certainfailover conditions), the timer displays in the format “- -:- -”

Note


3

Cisco Finesse Desktop InterfaceState and Call Timers

Browser BehaviorIf the browser window has a single open tab for the Finesse desktop and is minimized or behind anotherbrowser window, then the browser window is restored or brought forward if any of the following occurs:

• A new call arrives on the desktop.

• You are signed out due to failover or inactivity.

• A supervisor signs you out.

The behavior of Finesse may differ depending on the browser used. The following table details the behaviorof the Finesse desktop for the supported browsers that have a single open tab. This does not apply whenmultiple tabs are open.

ResultScenario

Internet Explorer and Firefox: Finesse restores back to sizeand position (on top of other windows).

Finesse Desktop is minimized.

Internet Explorer: Finesse flashes in the task bar.

Firefox: Finesse does nothing.

Finesse Desktop is behind other non-browserwindows.

Internet Explorer: Finesse flashes in the task bar.

Firefox: Finesse comes to the front.

Finesse is behind other browser windows.

If you are using Internet Explorer to access the desktop, this feature works by default. If you use Firefoxto access the desktop, perform the following steps for this feature to work.

Note

1 Open the Mozilla Firefox browser and enter the following in the address bar:

about:config

2 If a warning page appears that states this might void your warranty, click I'll be careful, I promise.3 In the Search field, enter dom.disable_window_flip.4 Double-click dom.disable_window_flip to set the value to false.

Browser Refresh

If you refresh the browser when handling chat contacts:

• Active contacts are marked as handled and live data is updated.

• Allocated contacts are requeued and live data is updated.

• Historical data is updated after some time.

• Finesse desktop automatically signs you in.


4

Cisco Finesse Desktop InterfaceBrowser Behavior

Browser Settings for Internet ExplorerIf Internet Explorer is used to access the Finesse desktop, certain settings must be configured in the browserto ensure all features of Finesse work properly.

Disable pop-up blockers.

Finesse does not support Compatibility View. When the desktop is running in Compatibility View, InternetExplorer renders in the standard mode for that version.

Configure the following privacy and advanced settings:

1 From the browser menu, select Tools > Internet Options.

2 Click the Privacy tab.

3 Click Sites.

4 In the Address of website box, enter the domain name for the Side A Finesse server.

5 Click Allow.

6 In the Address of website box, enter the domain name for the Side B Finesse server.

7 Click Allow.

8 Click OK.

9 On the Internet Options dialog box, click the Advanced tab.

10 Under Security, uncheck theWarn about certificate address mismatch check box.

11 Click OK.

You must enable the following security settings to allow users to sign in:

• Run ActiveX controls and plug-ins

• Script ActiveX controls marked as safe for scripting

• Active scripting

To enable these settings:

1 From the Internet Explorer browser menu, select Tools > Internet Options.

2 Click the Security tab.

3 Click Custom level.

4 Under ActiveX controls and plug-ins, select Enable for Run ActiveX controls and plug-ins and ScriptActiveX controls marked safe for scripting.

5 Under Scripting, select Enable for Active Scripting.

If the customer is using self-signed CA (Certificate Authority) and their agents use the server's FQDN,there should not be any cert errors or warnings when connecting to Finesse over HTTPS.

Note


5

Cisco Finesse Desktop InterfaceBrowser Settings for Internet Explorer

Finesse Desktop FailoverIn a contact center deployment, Cisco Finesse is installed on two nodes. If the Finesse server that you arecurrently signed in to goes out of service, a banner appears at the top of the desktop that notifies you that thedesktop lost connection to the server.

The Finesse desktop checks for the following:

•Whether the current Finesse server recovers its state

•Whether the alternate Finesse server is available

If the current Finesse server recovers, the desktop is reconnected. A banner appears that notifies you that youhave successfully reconnected. If the current Finesse server does not recover but the alternate server is available,your desktop redirects to the alternate server and automatically signs you in.

When the desktop fails over or reconnects, if the last state you selected prior to the failover was Ready, Finesseattempts to preserve that state. When Finesse recovers, the desktop attempts to send a request to put you backin Ready state.

The Finesse desktop can only preserve a selection of Ready state that was made on the same desktop. Thefollowing exceptions apply:

Note

• If you are in Wrap-Up state when the desktop recovers, Finesse does not send a request becausedoing so would automatically end your wrap-up session. After the wrap-up timer expires, your stateis determined by Unified Communications Manager and may depend on the type of failover thatoccurred.

• If you were put in Not Ready state (either by your supervisor or by the system (for example, RingNo Answer), your selection of Ready is not preserved.

• Unsolicited state changes are not taken into account. For example, if a supervisor put you in Readystate (you did not select Ready), your Ready state may not be preserved. If your last selection wasReady and the system attempts to change your state to Not Ready (such as for Ring No Answer),your selection of Ready is preserved.

Failover and Outbound CallsUnder certain failover and failback conditions, the Callback button and information about the outbound callmay disappear from the Finesse desktop.

When Finesse fails over or fails back while you are on an outbound call, after you are signed back into thedesktop, you cannot perform outbound-specific call operations, such as scheduling a callback or reclassifyinga call. You can still perform other call operations, such as transfer the call, conference the call, or place thecall on hold. After the call is complete, Finesse places you in Not Ready state. You must change your stateto Ready to receive your next call.

When you accept your next call, the outbound-specific call operations are available again.


6

Cisco Finesse Desktop InterfaceFinesse Desktop Failover

Outbound-specific call operations are also not available if you sign out of Finesse and sign back in duringan outbound call.

Note

One Desktop Session Supported Per AgentCisco Finesse supports only one desktop session at a time for each agent. If an agent signs in to the Finessedesktop and then tries to sign in to a second desktop session in another browser window or on another computer,on the same Finesse server, Finesse signs the agent out of the first desktop session.

If an agent signs in to Finesse and then opens another browser tab with the same URL, Finesse signs the agentout of the first session and automatically signs the agent in on the second tab. If the agent then opens a thirdtab with the same URL, the agent is taken to the sign-in page on the third tab. The agent remains signed inon the second tab and can continue to use the desktop. However, if the browser is refreshed, the agent is signedout of the second tab and presented with the sign in page.

It is possible for an agent to sign in to the desktop using the URL for one Finesse server and then sign in tothe desktop using the URL for the alternate Finesse server. If the first server goes down and the desktop failsover to the alternate server, Finesse signs the agent out of the session on the alternate server.

Finesse does not support an agent signing in to two desktop sessions at the same time using the URL for eachFinesse server.


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Cisco Finesse Desktop InterfaceOne Desktop Session Supported Per Agent


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Cisco Finesse Desktop InterfaceOne Desktop Session Supported Per Agent

C H A P T E R 2Common Tasks

• Sign In to the Finesse Desktop, page 9

• Accept Security Certificates, page 10

• Accept Certificates for Live Data Gadget, page 12

• Accept Certificates for Multi-session Chat, page 13

• Sign Out of the Finesse Desktop, page 13

• Live Data Reports, page 14

Sign In to the Finesse DesktopProcedure

Step 1 Enter the following URL in the address bar of your browser:https://<FQDN>:<portnumber>/desktop/container, where FQDN is the fully qualified domain name of yourprimary server.

Step 2 If your contact center has installed a language pack for Finesse, a language selector appears on the desktop.From the language selector drop-down list, select the language that you want to appear on the desktop.

You can also select a language by passing the locale as part of the URL (for example, http://hostnameof finesse server/desktop?locale=fr_FR) or by changing your browser preferred language. The defaultlanguage is English (en_US).

If your contact center does not have a language pack installed for Finesse, the desktop locale isEnglish only.

Note

Step 3 In the ID field, enter your agent ID or username.Agent IDs are case sensitive and can contain letters, numbers, hyphens (-), underscores (_), andperiods (.). Agent IDs are assigned to you by your administrator. Agent IDs cannot begin or end witha period or contain two periods in a row.

Note

Step 4 In the Password field, enter your password.Step 5 In the Extension field, enter the extension of your phone.Step 6 Click Sign In.


9

You are signed in to the Finesse desktop. Your role (agent or supervisor), agent name, agent ID, and extensionappear in the header. Your status is set to Not Ready.

Accept Security CertificatesThe first time you sign in to the Finesse desktop, you may be prompted to accept security certificates beforeyou can continue. Unless the certificates are deleted, you should only need to accept them once. Thesecertificates allow the Finesse desktop to communicate over a secure connection to the Finesse server.

You must make sure pop-ups are enabled for the Finesse desktop.

If you are using a Windows client, signed in as a Windows user, and using Internet Explorer, you mustrun Internet Explorer as an administrator to install these security certificates. In your Startmenu, right-clickInternet Explorer and select Run as administrator.

Contact your administrator if you do not have the required permissions to install the security certificates.

Note

Procedure

Step 1 Enter the URL for the Finesse desktop in your browser.Step 2 If you use Internet Explorer:

a) A page appears that states there is a problem with the website's security certificate. Click Continue tothis website (not recommended) to open the Finesse sign-in page.

b) Enter your agent ID or username, password, and extension, and then click Sign In.The following message appears:

Establishing encrypted connection...

A dialog box appears that lists the certificates to accept.

c) Click OK on the dialog box.A new browser tab opens for each certificate you need to accept. A certificate error appears in the addressbar.

Depending on your browser settings, a window may open for each certificate you need to acceptinstead of a browser tab.

Note

d) Click Certificate error and then click View Certificates to open the Certificate dialog box.e) On the Certificate dialog box, click Install Certificate to open the Certificate Import Wizard.

If you are using Internet Explorer 11 withWindows 8.1, the Install Certificate option does not appear untilyou add Finesse to your trusted sites.

1 From the browser menu, select Internet Options.

2 On the Security tab, click Trusted Sites, and then click Sites.

3 In the Add this website to the zone field, enter the URL for the Finesse desktop and click Add.


10

Common TasksAccept Security Certificates

4 After you click Install Certificate, under Store Location, selectCurrent User to install the certificatefor the current user only, or select Local Machine to install the certificate for all Windows users whouse this computer.

If you selectLocalMachine, a dialog box appears that asks if you want to allowWindows host processto make changes to this computer. Select Yes.

f) On the Certificate Import Wizard, click Next.g) Select Place all certificates in the following store, and then click Browse.h) Select Trusted Root Certification Authorities, and then click OK.i) Click Next.j) Click Finish.

A Security Warning dialog box appears that asks if you want to install the certificate.

k) Click Yes.A Certificate Import dialog box that states the import was successful appears.

l) Click OK.m) Click OK on the Certificate dialog box.n) Close the browser tab. You are asked to accept another certificate. Repeat the preceding steps until all

certificates are accepted.After you accept all required certificates, the sign-in process completes.

To remove the certificate error from the desktop, you must close and reopen your browser.Note

Step 3 If you use Firefox:a) A page appears that states this connection is untrusted. Click I Understand the Risks, and then clickAdd

Exception.b) Ensure the Permanently store this exception check box is checked.c) Click Confirm Security Exception.

The Finesse sign-in page appears.

d) Enter your agent ID or username, password, and extension, and then click Sign In.The following message appears:

Establishing encrypted connection...

A dialog box appears that lists the certificates to accept.

e) Click OK.A browser tab opens for each certificate that you need to accept.

f) On each tab, click I Understand the Risks, and then click Add Exception.g) Ensure the Permanently store this exception check box is checked.h) Click Confirm Security Exception.

Each tab closes after you accept the certificate.

After you accept all required certificates, the sign-in process completes.


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Common TasksAccept Security Certificates

Accept Certificates for Live Data GadgetThe Cisco Unified Intelligence Center Live Data gadget provides reports that you can view in the Finessedesktop. If your desktop contains these reports, the first time you sign in, you may be prompted to acceptsecurity certificates.

Procedure

Step 1 Sign in to the Finesse desktop.The Cisco Unified Intelligence Center Live Data gadget displays a message that states Finesse is checkingfor connectivity. If Finesse detects that security certificates must be accepted, a message appears that lists thecertificates that you must accept to use Cisco Unified Intelligence Center.

Each CiscoUnified Intelligence Center report displays this message.Note

Step 2 Click OK.A new browser tab (or window, depending on your browser settings) opens for each certificate that you needto accept. The message in the gadget changes to state that to continue, accept the certificates in the openedtabs.

Step 3 If you use Internet Explorer:a) Click Certificate error and then click View Certificates to open the Certificate dialog box.b) On the Certificate dialog box, click Install Certificate to open the Certificate Import Wizard.

If you are using Internet Explorer 11 withWindows 8.1, the Install Certificate option does not appear untilyou add Finesse to your trusted sites.

1 From the browser menu, select Internet Options.

2 On the Security tab, click Trusted Sites, and then click Sites.

3 In the Add this website to the zone field, enter the URL for the Finesse desktop and click Add.

4 After you click Install Certificate, under Store Location, selectCurrent User to install the certificatefor the current user only, or select Local Machine to install the certificate for all Windows users whouse this computer.

If you selectLocalMachine, a dialog box appears that asks if you want to allowWindows host processto make changes to this computer. Select Yes.

c) On the Certificate Import Wizard, click Next.d) Select Place all certificates in the following store, and then click Browse.e) Select Trusted Root Certification Authorities, and then click OK.f) Click Next.g) Click Finish.

A Security Warning dialog box appears that asks if you want to install the certificate.

h) Click Yes.A Certificate Import dialog box that states the import was successful appears.

i) Click OK.j) Click OK on the Certificate dialog box.


12

Common TasksAccept Certificates for Live Data Gadget

k) Close the browser tab. You are asked to accept another certificate. Repeat the preceding steps until allcertificates are accepted.After the browser tabs are closed, the Cisco Unified Intelligence Center Live Data gadget reloads.

Step 4 If you use Firefox:a) In each tab, click I Understand the Risks, and then click Add Exception.b) Ensure the Permanently store this exception check box is checked.c) Click Confirm Security Exception.

After the browser tabs are closed, the Cisco Unified Intelligence Center Live Data gadget reloads.

Accept Certificates for Multi-session ChatBefore you can join a chat room, you may be required to accept certificates in the Manage Chats gadget onthe Finesse desktop. When you sign in to Finesse, check the tab on which the Manage Chats gadget appearsto check whether you must accept any certificates and ensure the gadget loads properly.

Procedure

Step 1 Sign in to the Finesse desktop.TheManage Chats gadget displays a message that states Finesse is checking for connectivity. If Finesse detectsthat security certificates must be accepted, a message appears that lists the certificates that you must acceptto use the gadget.

Step 2 Click OK.A new browser tab (or window, depending on your browser settings) opens for each certificate that you needto accept.

Step 3 The steps to accept the certificates in your browser are the same as the steps you followed to accept the LiveData certificates. Follow the instructions for your browser type (Internet Explorer or Firefox) that are outlinedin Accept Certificates for Live Data Gadget, on page 12.

Sign Out of the Finesse Desktop

Do not close your browser to sign out of the Finesse desktop. Finesse can take up to 120 seconds to detectthat your browser closed and an additional 60 seconds to sign you out. Finesse may continue to routecontacts to you during this time.

Sign out of the desktop as described in the following procedure.

Important


13

Common TasksAccept Certificates for Multi-session Chat

Procedure

Step 1 Ensure your status is set to Not Ready. Click the status drop-down list and select Not Ready (or Not Readywith the appropriate reason code).

Step 2 Click Sign Out.A drop-down list appears that contains the Sign Out reason codes.

If no Sign Out reason codes are configured for your team, Finesse signs you out when you click SignOut.

Note

Step 3 Select the appropriate Sign Out reason code from this list.

Live Data Reports

Access Live DataCisco Finesse agent and supervisor desktops provide Live Data gadget.

Live Data gadget displays information about the current state of the contact center. This gadget receives datafrom the real-time data source at frequent intervals.

This feature provides the following access:

• Agents can access the Live Data agent reports.

• Supervisors can access the Live Data agent and supervisor reports.

To access reports, the administrator must add and configure them in the Cisco Finesse administration console.

In Cisco Finesse agent desktop, click theMy Statistics tab to access the reports.

In Cisco Finesse supervisor desktop, click the Team Data tab and Queue Data tab to access the reports.

Live Data ReportsFor more information about the Live Data reports that are supported by Cisco Finesse, see Live Data Reference,on page 31.


14

Common TasksLive Data Reports

C H A P T E R 3Call-Related Tasks

• Change Your State, page 15

• Make a Call, page 16

• Answer a Call, page 16

• Answer a Direct Preview Outbound Call, page 17

• Reclassify a Direct Preview Outbound Call, page 17

• Schedule a Callback, page 18

• Initiate a Consult Call, page 18

• Send DTMF, page 19

• Apply Wrap-Up Reason, page 20

Change Your StateWhen you sign in to the Finesse desktop, your state is set to Not Ready by default. You can then set your stateto Ready or choose from one of the configured Not Ready reason codes.

If you are in Ready state, you can set your state to Not Ready. While you are on a call, you can select a stateto be applied when the call is complete.

If wrap-up state is enabled for you, when a call ends, you transition to Wrap-Up state. While in Wrap-Upstate, you can complete any after call work. To end Wrap-Up state, you must select your new state (Ready orNot Ready) from the drop-down list or wait for the preconfigured timer to expire.

Procedure

Step 1 Click the drop-down arrow beside your current state.Step 2 Select the appropriate state from the list.

Your agent state changes to reflect your choice. If you are on a call and select a state, Finesse shows yourcurrent state and the pending state to which you will transition when the call ends.


15

Make a CallYour status must be set to Not Ready to make an outgoing call.

Procedure

Step 1 Ensure your status is set to Not Ready (or Not Ready with the appropriate reason code).Step 2 ClickMake a New Call.

The panel expands to reveal the keypad and a list of phone contacts. Your administrator assigns phone contactsto you.

Step 3 Choose the contact from the list or enter the number you want to call into the dial pad.Enter text in the search field to search the list of contacts. Select a contact to populate the dial padwith the phone number.

Note

Step 4 Click Call.

Step 5 To end the call, click End.

Answer a CallYou must be in Ready state to be available for customer calls. When a call arrives at the desktop, your stateautomatically changes to Reserved. The call control area expands to show the call variables configured foryour system.

You can receive a call from another agent while you are in Not Ready state.Note

Procedure

Step 1 Click Answer.Your state changes to Talking. You are connected to the caller.

Step 2 To end the call, click End.Your state changes to Ready and you are available for the next incoming call.


16

Call-Related TasksMake a Call

If you want to be in Not Ready state when the call ends, you can click the drop-down arrow beside your statewhile you are on the call. You can choose Not Ready or Not Ready with the appropriate reason code. Yourstate changes to Talking->Not Ready (Pending). When the call ends, your state changes to Not Ready.

Answer a Direct Preview Outbound CallA Direct Preview Outbound call allows you to view a customer's contact information before you choose toaccept or decline the call.

Procedure

Step 1 Ensure your state is set to Ready. You must be in Ready state to receive a call.When an Outbound Direct Preview call arrives at the desktop, your state changes to Reserved (Outbound).The Call Control gadget expands to show customer information.

Step 2 After you review the information, click Accept to accept the call or click Decline to decline the call.If you accept the call, the system places the call to the customer directly from your phone. If the attemptsucceeds, you are connected to the customer. If the attempt fails, the reservation call disappears and Finesseplaces you in Ready state.

If you decline the call, you must choose whether to reject or close the contact. If you clickReject, the contactremains in the campaign to be retried at a later time. If you click Close, the contact is closed for the durationof the campaign.

Reclassify a Direct Preview Outbound CallThe Reclassify button allows you to reclassify a Direct Preview Outbound call as Busy, Answering Machine,Fax, Invalid Number, or Voice. By default, a call is classified as Voice. This button is available after youaccept the Direct Preview call and for the life of the call and while you are in the wrap-up state. You canreclassify a call multiple times.

Procedure

Step 1 Answer a Direct Preview Outbound call.Step 2 Listen to the call. If you determine the number called is busy, an answering machine, a fax, or an invalid

number, click Reclassify.Step 3 Choose the appropriate option from the resulting drop-down list.

The icon on the Reclassify button changes to the icon for the selected option.Step 4 To end the call, click End.


17

Call-Related TasksAnswer a Direct Preview Outbound Call

Schedule a CallbackIf you are on an Outbound Dialer call and the customer wants to be called back at a later time, you can schedulea callback.

Procedure

Step 1 While you are on the call, click Callback.The Callback dialog box appears. The Current Time field contains the current time in the customer's timezone (this field is read-only).

Step 2 If the customer prefers to be called back at a different phone number, enter the new phone number in thePhone Number field.

Step 3 In the Date and Time field, enter the date and time to call the customer. You can type the date and time in tothe field or click the calendar icon to choose the date and time.You must enter the time in the customer's location (not the time in your location).

To toggle between AM and PM, click the AM or PM button.

The time corresponds to the customer's time zone. Finesse uses the customer's area code to determinethe time zone. A customer using a mobile phone may not be in the time zone that matches the areacode of the phone. Therefore, you should confirm the time zone with the customer.

Note

Step 4 Click Schedule.A pop-up appears that confirms the callback has been scheduled.

Step 5 If you need to update the information after you schedule a callback, click Callback to re-open the Callbackdialog box.

Step 6 Update the necessary fields and then click Update.A dialog appears that confirms the callback has been updated.

Step 7 If you need to cancel the callback after you schedule it, click Callback to re-open the Callback dialog box.Step 8 Click Cancel

A pop-up appears that confirms the callback has been canceled.

Initiate a Consult CallYou must be on an active call to initiate a consult call.

Procedure

Step 1 Click Consult.The call control area expands to reveal the keypad and a list of contacts.

Step 2 Choose the contact you want to consult from the list of contacts or enter the number into the keypad.Step 3 On the keypad, click Call.


18

Call-Related TasksSchedule a Callback

The customer call is placed on hold. You are connected to the agent or supervisor that you called.

Step 4 After you consult with the agent or supervisor that you called, you can choose to end the consult call andretrieve the customer call, conference the customer into the consult call, or transfer the customer to the agentor supervisor that you consulted.

DescriptionOption

Click End on the consult call and then click Retrieveon the customer call.

To end the consult call and retrieve the customercall

Click Retrieve on the customer call.

ClickRetrieve on the consult call to place the customeron hold and go back to the other agent or supervisor.

To place the other agent or supervisor on hold andgo back to the customer

Click Conference. If you want to leave the conference,click End.

To conference the customer into the consult call

Click Transfer.To transfer the customer to the agent or supervisoryou are consulting with

Send DTMFUse the Send DTMF feature to send a string of dual-tone multifrequency (DTMF) digits during a call. Forexample, you can use this feature to interact with an interactive voice response (IVR) system to enter anaccount number or a password.

You must be on an active call to use this feature.Note

Procedure

Step 1 Click the Keypad button.The call control area expands to reveal the keypad.

Step 2 Click the appropriate buttons on the keypad to enter the DTMF digits.You can send the following characters as part of a DTMF string:

• 0-9

• A-D

• pound sign (#)

• asterisk (*)

You must use the keypad to enter the digits. You cannot type the digits using your keyboard.Note


19

Call-Related TasksSend DTMF

The corresponding characters appear in the text field above the keypad (this text field is read-only).

Step 3 Click the Keypad button again to close the keypad.

Apply Wrap-Up ReasonWrap-up reasons represent reasons that you can apply to calls. If your administrator has assigned wrap-upreasons to you, the Wrap-Up Reason button appears when you are on a call or when you are in Wrap-Up stateafter a call (if you are configured for wrap-up).

If you do not have any wrap-up reasons assigned to you, you will not have this feature on your desktop. Youradministrator creates and assigns wrap-up reasons.

To end Wrap-Up state, you can select your new state (Ready or Not Ready) from the drop-down list or waitfor the preconfigured timer to expire.

You cannot enter a wrap-up reason after you transfer a call. If you want to enter a wrap-up reason for acall you transfer, you must select the wrap-up reason while the call is in progress.

If you are configured for wrap-up, you may enter Wrap-Up state after you transfer a call. However, thetimer on the desktop does not display the wrap-up time.

Note

Procedure

Step 1 ClickWrap-Up Reason.Step 2 Select the appropriate wrap-up reason from the drop-down list.Step 3 Click Apply.

A green check mark appears next to the Apply button to indicate that Finesse successfully applied the wrap-upreason.

You can change the wrap-up reason during the call. If you decide you want to use a different wrap-upreason, click theWrap-Up Reason button again, select a new wrap-up reason, and click Apply.

Note


20

Call-Related TasksApply Wrap-Up Reason

C H A P T E R 4Chat-Related Tasks

• Chat Control Gadget, page 21

• Manage Chats Gadget, page 23

Chat Control GadgetThe following figure shows the Chat Control gadget for agents as it appears when you first sign in.

Figure 1: Cisco Finesse Chat Control Gadget

The buttons in the chat control area change depending on the situation. For example, when there is an incomingchat, the Accept button is available, and the time-to-accept counter and customer details are displayed.

The Chat Control gadget provides the following functionality:

• Chat state: The chat state is different from the voice state that is displayed below the agent name. Thefollowing are the chat states:

• Not Ready for Chat:

• You are set to this state by default when you sign in to the Cisco Finesse desktop.

• If you refresh the browser, all the active chat sessions are cleared and you are moved to thisstate.

• You can move to this state when you are not ready to handle chats.

• Ready for Chat: You can move to this state when you are ready to handle chats.


21

• Busy: You are set to this state when you have the maximum number of active chat sessions. Youcan move to the Not Ready for Chat state if you do not want to receive new chats after you endthe current chat sessions.

• Time-to-accept counter: When there is an incoming chat, the time counter is displayed and you mustaccept the chat within the specified time.

• Customer details: When there is an incoming chat, the customer details are displayed.

Change Your State

Procedure

Step 1 Click the drop-down arrow next to your current state.Step 2 Select the required state from the list.

Your state changes to reflect your choice.

Accept a ChatWhen a customer initiates a chat session from a website, Unified CCX Web Chat:

• Sends the incoming chat to an available agent.

• Plays an audio alert.

• Displays the contact details of the customer.

• Prompts the agent to accept the chat before the time counter expires.

Figure 2: Incoming Chat From the Customer

You are presented with incoming chats until you reach the maximum active chat sessions that are set by theadministrator.

Procedure

Step 1 Click Accept in the incoming chat bar within the specified time to accept the chat.


22

Chat-Related TasksChange Your State

If this is the first chat, the Manage Chats gadget opens, the chat session starts, and you are connected to thecustomer.

Step 2 Repeat Step 1 when you are presented with a new incoming chat.A new tab opens for the chat session and the new chat session becomes the current session.

Step 3 To end the chat session, click End.

Manage Chats GadgetThe following figure shows the Cisco Finesse Manage Chats gadget for agents.

Figure 3: Cisco Finesse Manage Chats Gadget

The Manage Chats gadget provides the following functionality:

• Chat interaction panel: This panel provides the following features to let you interact with customers:

• Typing area: Type your message in the typing area. Right-click to perform basic clipboardoperations, and to check spelling.

• Response templates: Click to select a predefined response from the list.

• End chat session: Click End to end a chat session.

• Customer details area: Click the drop-down arrow next to the customer details to minimize ormaximize this area.

• Multiple chat sessions panel: This panel provides the following features to manage active chat sessions.:

• Total chat time: Indicates the duration of the chat session.


23

Chat-Related TasksManage Chats Gadget

• New-message indicator: If you receive a message on a chat session that is not your current session,the session flashes for a few seconds. If there is more than one message from the customer, thenumber-of-messages indicator is displayed.


24

Chat-Related TasksManage Chats Gadget

C H A P T E R 5Supervisor Tasks

• View Team Performance, page 25

• Change State of Agent, page 25

• Monitor a Call, page 26

• Barge In on a Call, page 27

• Intercept a Call, page 27

• Search and Play a Recorded Call, page 28

View Team PerformanceUse the Team Performance gadget to view the agents on each of your assigned teams.

Procedure

Step 1 In the Team Performance gadget, click the Select a team drop-down list and choose the team that you wantto view.A list of agents for the specified team, their current state, time in state, and extensions appears. You can clickthe headers of the columns to sort by agent name, state, time in state, or extension.

The Time in State field refreshes every 10 seconds.When Finesse receives the next agent state changeevent for an agent, the timer resets to 0.

Note

Step 2 To view another team, click the drop-down list and choose a new team.

Change State of AgentYou can use the Team Performance gadget to change the state of an agent who is assigned to your team toReady or Not Ready, or sign the agent out of the Finesse desktop.


25

Procedure

Step 1 In the Team Performance gadget, select the agent whose state you want to change.

Step 2 To force the agent into Ready state, click Ready. To force the agent into Not Ready state, click Not Ready.To sign the agent out, click Sign Out.The Ready, Not Ready, and Sign Out buttons are active only if the action is allowed. For example, if youselect an agent who is in Ready state, only the Not Ready and Sign Out buttons are active. If you select anagent who is in Not Ready state, the Ready and Sign Out buttons are active.

If you sign out an agent who is reserved for a call (in Reserved or Reserved (Outbound) state), on an activecall (in Talking state), or has a call on hold (in Hold state), that agent is immediately logged out of the desktopbut the call is retained.

Monitor a CallYou must be in Not Ready state to monitor an agent. You can only monitor one agent at a time. To monitoranother agent, you must end the silent monitoring call, and then select a new agent who is in Talking state.

Procedure

Step 1 From the Team Performance drop-down list, choose the team to which the agents you want to monitor belong.Step 2 Select the agent that you want to monitor. The agent you select must be in Talking state.

The Start Monitoring button becomes active.

Step 3 Click Start Monitoring.


26

Supervisor TasksMonitor a Call

The Start Monitoring button changes to Monitoring Agent. The silent monitor call appears in the call controlarea of your desktop. The Hold, Barge In, and End buttons are active. You can click Hold to place the callon hold and then click Retrieve to retrieve it. You can click Barge In to barge into the call.

Step 4 To end the silent monitor call, click End.

Barge In on a CallThe Barge In feature allows you to join a call between an agent and a caller.

You can only barge in on a call that you are silently monitoring.Note

Procedure

Step 1 From the Team Performance list, select an agent who is in Talking state to monitor.Step 2 Click Start Monitoring.

The Start Monitoring button changes to Monitoring Agent. The silent monitor call appears in the call controlarea of your desktop. The Barge In button appears.

Step 3 Click Barge In.

The call becomes a conference call between you, the agent, and the caller.

Intercept a CallAfter you barge in to a call between an agent and a caller, you can intercept the call by dropping the agentfrom the call. You can also use this feature to drop a participant from any conference call in which you are aparticipant.

Procedure

Step 1 Click the Drop drop-down list.


27

Supervisor TasksBarge In on a Call

Step 2 Click the agent who you want to drop from the list of participants.You can only drop an agent from the call. You cannot drop a CTI Route Point, IVR Port, or acaller.

Note

The selected agent is dropped from the call.

Search and Play a Recorded CallCisco MediaSense provides Search and Play gadget, a web interface, which allows the end user to search andfilter active and completed call recordings. Use this gadget to search for specific recording files, play them,or download them to your desktop.

Recorded files in Cisco MediaSense have tags that are useful as a search and filter criteria in the Search andPlay gadget.

These tags are based on the following parameters:

• Agent ID: Logged-in Unified CCX agents who participate in the recording.

• Team: Names of all those Unified CCX teams whose agents participate in the recording.

• CSQ: Name of the CSQ in which the call being recorded is queued and processed.

Unified CCX creates and applies searchable tags to recordings. Use these tags to easily identify recordings.Every tag applied by Unified CCX is prefixed with "CCX:<tag_value>". The supervisor or the agent cansearch and filter recordings using these parameters or combination of them.

For more information about searching and playing a recorded call, see section Search and Play in CiscoMediaSense User Guide at http://www.cisco.com/en/US/products/ps11389/products_user_guide_list.html.


28

Supervisor TasksSearch and Play a Recorded Call

http://www.cisco.com/en/US/products/ps11389/products_user_guide_list.html

C H A P T E R 6Troubleshooting

• Chat is down due to temporary outages, page 29

• You are not configured for Chat, page 29

• An Error Occurred While Joining the Chat Room, page 30

• Chat Disconnected, page 30

• Cannot Load Predefined Responses, page 30

• Manage Chats gadget is blank, page 30

Chat is down due to temporary outagesIf a component fails, the Chat Control Gadget displays the following error message:

Chat is down due to temporary outages.

What to do?

• If the chat window is not dimmed, you can continue with the active chat sessions. If the chat windowis dimmed, or you are ready to end a chat session, click End to close the chat session.

• If the error is displayed when you are performing an action on the Chat Control Gadget, retry after sometime to check whether the system has recovered.

You are not configured for ChatWhen you log in to the Finesse desktop, if the Chat Control gadget displays the following error message:

You are not configured for Chat.

What to do?

Contact your administrator.


29

An Error Occurred While Joining the Chat RoomYou accept a chat contact and the following error appears:

An error occurred while joining the chat room.

What to do?

The connection to a system component is down. Contact your administrator.

Chat DisconnectedIf a connection failure occurs during your initial attempt to join the chat session or after you join the chatsession, the following error appears:

Chat disconnected.

What to do?

• Click End to close the chat session. The chat contact is marked as discarded.

• If the condition persists, contact your administrator.

Cannot Load Predefined ResponsesYou are in a chat session. No error appears on the desktop but the Predefined Response icon is dimmed.

What to do?

Contact your administrator.

Manage Chats gadget is blankThe Manage Chats gadget contains no content (is completely blank). No error message appears.

What to do?

A system service is down. Contact your administrator.


30

TroubleshootingAn Error Occurred While Joining the Chat Room

A P P E N D I X ALive Data Reference

• Agent Reports, page 31

• Supervisor Reports, page 40

Agent Reports

Agent CSQ Statistics ReportThe Agent CSQ Statistics Report presents the current day's call queue statistics, since midnight, of the ContactService Queues (CSQ) to which the agent is associated.

Charts

None

Fields

The report includes a table that displays the following information:

DescriptionField

Login ID of the agent.Agent ID

Name of the CSQ.CSQ Name

Number of calls in queue for a CSQ.Calls Waiting

Elapsed wait time of the oldest call in the queue.Longest Call in Queue

Filter Criteria

You can filter using the following parameter:


31

ResultFilter parameter

Displays information for the CSQs that belong to the specified teams.Team Name

Filter parameters are applicable only for CUIC based reports and not Finesse live data.Note

Grouping Criteria

None

Agent State Log ReportThe Agent State Log Report presents the agent state and duration in that state, wrap-up data, and the reasoncode (where applicable) for the current day, since midnight.

Charts

None

Fields


DescriptionField


Time the agent state is initiated.Start Time

State of the agent—Login, Logout, Not Ready, Ready, Reserved, Talking,or Work.

Agent State

Wrap-up data entered by the agent in Work state.Wrap-up Data

Reason code for the agent moving to Logout state or Not Ready state. Zeroindicates that no logout reason code is configured or that the agent wasunable to enter a reason code. It is also zero for other states.

To view a list of reason codes and their descriptions, see the “Predefined”reason codes section below.

Reason Code

Time that the agent spent in a state.Duration

Filter Criteria



32

Live Data ReferenceAgent State Log Report


Displays information for the agents who belong to the specified teams.Team Name


Grouping Criteria

None

Predefined Reason Codes

Event DescriptionEventStateReasonCode

Supervisor changes an agent’s state to Logout.SUP_AGT_TO_LOGOUTLogout22

Supervisor changes an agent’s state to either Ready or NotReady.

SUP_AGT_TO_READY/SUP_AGT_TO_NOTREADY

Ready/NotReady

33

Agent is logged out from Unified CCX as the agent is deletedfromUnified CommunicationsManager. This event is triggeredwhen Unified CCX synchronizes the agent information withUnified Communications Manager.

AGENT_DELETEDLogout32748

Agent's state changes from Talking to Not Ready because theCancel feature is triggered during an Interactive CallDistribution (ICD) consult call between two agents.

When the consulting agent presses the Cancel softkey on thephone, the consulted agent is no longer associated with theICD call, and the consulted agent's state changes to Not Ready.This feature is available only on some of the newer phones.

CANCEL_FEATURENotReady

32749

Agent is logged out from Unified CCX because the agent’sUnified CCX extension changes in Unified CommunicationsManager.

AGT_IPCC_EXT_CHANGED

Logout32750

Agent receives a preview outbound call and skips the call.AGENT_SKIPSReady32751

Agent receives a preview outbound call, decides to cancel thereservation, and presses theCancel Reservation button on thedesktop.

CANCEL_RESERVATIONReady32752


33



Agent’s phone line is flagged as a restricted device by theadministrator of Unified Communications Manager.

If an agent’s line is added to the restricted list, itaffects the function of RmCm subsystem.

Attention

If Allow Control of Device from CTI is not checked in theDefault Device Profile Configuration window in UnifiedCommunications Manager, the line remains restricted andcannot be controlled. You can modify this setting for devicesthat register with Unified Communications Manager. See theCiscoUnifiedCommunicationsManager AdministrationGuide,located at: http://www.cisco.com/en/US/products/sw/voicesw/ps556/ prod_maintenance_guides_list.html.

LINE_RESTRICTEDNotReady

32753

Agent's device is flagged as a restricted device by theadministrator of Unified Communications Manager.

If an agent’s device is added to the Restricted list,it affects the function of RmCm subsystem.

Attention

If Allow Control of Device from CTI is not checked in theDefault Device Profile Configuration window in UnifiedCommunications Manager, the device remains restricted andcannot be controlled. You can modify this setting for devicesthat register with Unified Communications Manager. See theCiscoUnifiedCommunicationsManager AdministrationGuide,located at: http://www.cisco.com/en/US/products/sw/voicesw/ps556/ prod_maintenance_guides_list.html.

DEVICE_RESTRICTEDNotReady

32754

Agent moves to Not Ready state after handling a Unified CCXcall. This event occurs in the following cases:

• Agent 1 is in Not Ready state and gets a consult call fromAgent 2. After handling the call, Agent 1 moves back toNot Ready state.

• The Automatic Available option is disabled for theagent. After handling a call, agent moves to Not Readystate.

CALL_ENDEDNotReady

32755

Agent’s phone becomes active after it was in Phone Downstate.

PHONE_UPNotReady

32756

Unified Communications Manager fails over, and the agent ismoved to Not Ready state.

CM_FAILOVERNotReady

32757

Agent’s state changes from Work to Not Ready. This changeoccurs if theWork state for that agent’s CSQ is associated withan expired wrap-up timer.

WORK_TIMER_EXPNotReady

32758


34


http://www.cisco.com/en/us/products/sw/voicesw/ps556/prod_maintenance_guides_list.html





Agent’s phone stops functioning and the agent is placed in theUnavailable state.

PHONE_DOWNNotReady

32759

Agent logs in and is automatically placed in the Not Readystate.

AGT_LOGONNotReady

32760

Agent is logged in to the desktop or IP phone and receives acall that is not queued on the Unified CCX platform.

AGT_RCV_NON_ICDNotReady

32761

Agent goes off hook to place a call. If the agent enters a reasoncode, that reason code is displayed. If the agent does not entera reason code, the system issues this reason code.

AGT_OFFHOOKNotReady

32762

Agent fails to answer a Unified CCX call within the specifiedtimeout period.

AGT_RNANotReady

32763

Active server becomes the standby server, and the agent losesconnection to the Unified CCX platform.

CRS_FAILURELogout32764

IP Phone Agent or desktop stops functioning, or connectionis disrupted.

CONNECTION_DOWNLogout32765

Agent closes the desktop without logging out.CLOSE_CADLogout32766

Agent is logged in to one device (computer or phone) and triesto log in to a second device.

AGT_RELOGINLogout32767

Agent Statistics ReportThe Agent Statistics Report presents performance statistics of the agents for the current day, since midnight.

Charts

None

Fields

The report includes a table that display the following information:

DescriptionField


Calls sent to the agent, regardless of whether the agent picks up the call.Calls Offered

Calls connected to the agent.Calls Handled


35

Live Data ReferenceAgent Statistics Report

DescriptionField

Average time the agent spent in Talking state.

Average talk time = Total time in Talking state / Calls handled

Talk Time—Avg

Longest time the agent spent in Talking state.Talk Time—Max

Total time the agent spent in Talking state.Talk Time—Total

Average time the agent put the calls on hold.

Average hold time = Total time the calls were on hold / Calls handled

Hold Time—Avg

Longest time the agent put a call on hold.Hold Time—Max

Total time the agent put the calls on hold.Hold Time—Total

Average time the agent spent in Ready state.

Average ready time = Total time the agent spent in Ready state / Numberof times the agent moved to Ready state

Ready—Avg

Longest time the agent spent in Ready state.Ready—Max

Total time the agent spent in Ready state.Ready—Total

Average time the agent spent in Not Ready state.

Average not ready time = Total time the agent spent in Not Ready state /Number of times the agent moved to Not Ready state

Not Ready—Avg

Longest time the agent spent in Not Ready state.Not Ready—Max

Total time the agent spent in Not Ready state.Not Ready—Total

Average time the agent spent in Work state.

Average work time = Total time in Work state / Calls completed

After Call Work—Avg

Longest time the agent spent in Work state.After Call Work—Max

Total time the agent spent in Work state.After Call Work—Total

Filter Criteria





36

Live Data ReferenceAgent Statistics Report


Grouping Criteria

None

Agent Team Summary ReportThe Agent Team Summary Report presents the agent state and the reason code (where applicable). An agentcan view details of all the agents in the team.

Charts

None

Fields


DescriptionField

First name and last name of the agent.Agent Name

State of the agent—Logged-In, Logout, Not Ready, Ready, Reserved,Talking, or Work.

State

Reason code for the agent moving to Logout state or Not Ready state. It iszero for other states. Zero indicates that no logout reason code is configuredor that the agent was unable to enter a reason code. It is also zero for otherstates.

To view a list of reason codes and their descriptions, see the “Predefined”reason codes section below.

Reason Code

Filter Criteria






37

Live Data ReferenceAgent Team Summary Report

Grouping Criteria

None






Ready/NotReady

33






32749



Logout32750






Attention



32753


38







Attention



32754




CALL_ENDEDNotReady

32755


PHONE_UPNotReady

32756


CM_FAILOVERNotReady

32757



32758


PHONE_DOWNNotReady

32759


AGT_LOGONNotReady

32760



32761


AGT_OFFHOOKNotReady

32762


39






AGT_RNANotReady

32763








Supervisor Reports

Agent Outbound Team Summary ReportThe Agent Outbound Team Summary Report provides performance statistics of the agents in the team fordirect preview, progressive, and predictive outbound campaigns. The following two views are available forthis report:

• Short and Long TermAverage—Provides the performance statistics of the agents who handle outboundcalls for the current day based on short term and long term values.

• Since Midnight—Provides the performance statistics of the agents in the team who handle outboundcalls for the current day, beginning at midnight.

Note • Your administrator can set the short term value to 5, 10, or 15 minutes.

• Long term value is set to 30 minutes.

Charts

None

Fields

The following view-wise tables are included in the report.


40

Live Data ReferenceSupervisor Reports

Table 1: Short and Long Term Average

DescriptionField



Average time the agent spent in Talking state for outbound calls in the last5, 10, or 15 minutes.

Average Talk Time—ShortTerm

Average time the agent spent in Talking state for outbound calls in the last30 minutes.

Average Talk Time—LongTerm

Average time the agent put the outbound calls on hold in the last 5, 10, or15 minutes.

Average Hold Time—ShortTerm

Average time the agent put the outbound calls on hold in the last 30 minutes.Average Hold Time—LongTerm

Table 2: Since Midnight

DescriptionField



Average time the agent spent in Talking state for outbound calls.

Average talk time = Total time in Talking state / calls handled

Talk Time—Avg

Longest time the agent spent in Talking state for outbound calls.Talk Time—Max

Total time the agent spent in Talking state for outbound calls.Talk Time—Total

Average time the agent put the outbound calls on hold.

Average hold time = Total time calls were put on hold / calls handled

Hold Time—Avg

Longest time the agent put an outbound call on hold.Hold Time—Max

Total time the agent put the outbound calls on hold.Hold Time—Total

Average time the agent spent in Work state for outbound calls.

Average work time = Total time in Work state / calls completed

After Call Work Time—Avg

Longest time the agent spent in Work state for outbound calls.After Call Work Time—Max

Total time the agent spent in Work state for outbound calls.After Call Work Time—Total


41

Live Data ReferenceAgent Outbound Team Summary Report

Filter Criteria


ResultFilter Parameter



Grouping Criteria

None

Chat Agent Statistics ReportThe Chat Agent Statistics Report provides agent statistics.

Charts

None

Fields


• Visible fields—These fields are displayed in the report.

• Hidden fields—These fields are not displayed in the report. You can customize the report to displaythese fields. For more information, see the Cisco Unified Contact Center Express Report User Guide,located at:

http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-user-guide-list.html.

Table 3: Visible Fields in Chat Agent Statistics Report

DescriptionField



State of the agent—Logged-In, Logout, Not Ready, Ready, Partial Busy,Busy, Reserved.

Current State

Time that the agent spent in the current state.Duration


42

Live Data ReferenceChat Agent Statistics Report

http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-user-guide-list.html


DescriptionField

Number of contacts that the agent is handling.Current Active Contacts

Number of contacts that are offered to the agent since midnight.Contacts Presented

Number of contacts that are handled by the agent since midnight. A contactis marked handled if a contact is connected to an agent.

Contacts Handled

Number of contacts that are routed to the CSQ since midnight but are notanswered by an agent, because the customer ends the chat or the customeris disconnected.

Contacts Abandoned

Number of contacts that the agent did not answer since midnight.Ring-no-answer (RNA).

Contacts RNA

Table 4: Hidden Fields in Chat Agent Statistics Report

DescriptionField

Elapsed time between the login time and the logout time since midnight.Login Duration

List of CSQs that the agent is serving.CSQs Serving

Percentage of time that the agent spent in Not Ready state since midnight.It is calculated every minute and is one of the components that add up tothe agent's total login duration.

Agent Utilization—Not Ready

Percentage of time that the agent spent in Ready state since midnight. It iscalculated every minute and is one of the components that add up to theagent's total login duration.

Agent Utilization—Ready

Percentage of time that the agent spent in Partial Busy state since midnight.It is calculated every minute and is one of the components that add up tothe agent's total login duration.

Agent Utilization—PartialBusy

Percentage of time that the agent spent in Busy state since midnight. It iscalculated every minute and is one of the components that add up to theagent's total login duration.

Agent Utilization—Busy

Filter Criteria





43

Live Data ReferenceChat Agent Statistics Report


Grouping Criteria

None

Chat CSQ Summary ReportThe Chat CSQ Summary Report provides agent statistics and contact statistics for a Contact Service Queue(CSQ).

Charts

None

Fields


• Visible fields—These fields are displayed in the report.

• Hidden fields—These fields are not displayed in the report. You can customize the report to displaythese fields. For more information, see the Cisco Unified Contact Center Express Report User Guide,located at:

http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-user-guide-list.html.

Table 5: Visible Fields in Chat CSQ Summary Report

DescriptionField


Number of contacts in queue for a CSQ.Contacts Waiting

Number of agents in Logged-In state.Agents—Logged-In

Number of agents in Not Ready state.Agents—Not Ready

Number of agents in Ready state.Agents—Ready

Number of agents in Partial Busy state. An agent is set to Partial Busy statewhen the agent has not reached the maximum number of chat sessions thatis set by the administrator.

Agents—Partial Busy

Number of agents in Busy state. An agent is set to Busy state when theagent reaches the maximum number of chat sessions that is set by theadministrator.

Agents—Busy


44

Live Data ReferenceChat CSQ Summary Report



DescriptionField

Number of agents in Reserved state.Agents—Reserved

Table 6: Hidden Fields in Chat CSQ Summary Report

DescriptionField

Number of contacts routed to the CSQ since midnight.Contacts Total

Number of contacts that are handled by the CSQ since midnight. A contactis marked handled if a contact is connected to an agent while queued forthis CSQ.

Contacts Handled

Number of contacts that are routed to the CSQ since midnight but are notanswered by an agent, because the customer ends the chat or the customeris disconnected.

Contacts Abandoned

Filter Criteria



Displays information for the CSQs that belong to the specified queues.Queue Data

Grouping Criteria

None

Team State ReportThe Team State Report presents each agent state and the time spent in a state. The supervisor can see agentsof all the assigned teams.

Charts

None

Fields


DescriptionField




45

Live Data ReferenceTeam State Report

DescriptionField

Time the agent logged in since midnight.Login Duration (sincemidnight)

State of the agent—Logged-In, Logout, Not Ready, Ready, Reserved, Talking,or Work.

Current State


Filter Criteria





Grouping Criteria

None

Team Summary ReportThe Team Summary Report presents performance statistics of all the agents in the team. The following twoviews are available for this report:

• Short and Long Term Average—Presents the performance statistics of the team members for thecurrent day based on short term and long term values.

• Since Midnight—Presents the performance statistics for the current day, since midnight.

Note • Your administrator can set the short term value to 5, 10 or 15 minutes.


Charts

None


46

Live Data ReferenceTeam Summary Report

Fields

The following are the view-wise tables that are part of the report:


DescriptionField



Total login duration of the agent, since midnight.Login Duration (sincemidnight)

Average time the agent spent in Talking state in the last 5, 10 or 15 minutes.Average Talk Time—ShortTerm

Average time the agent spent in Talking state in the last 30 minutes.Average Talk Time—LongTerm

Average time the agent put the calls on hold in the last 5, 10 or 15 minutes.Average Hold Time—ShortTerm

Average time the agent put the calls on hold in the last 30 minutes.Average Hold Time—LongTerm


DescriptionField



Total login duration of the agent.Login Duration

Number of calls that are sent to the agent, regardless of whether the agentanswered the call.

Calls Offered

Number of calls that are answered by the agent.Calls Handled

Average ring time of calls before the calls were answered.

Average ring time = Total ring time / Calls handled

Average Ring Time

Average time the agent spent in Talking state.

Average talk time = Total time in Talking state / Calls handled

Talk Time—Avg

Longest time the agent spent in Talking state.Talk Time—Max


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DescriptionField

Total time the agent spent in Talking state.Talk Time—Total

Average time the agent put the calls on hold.

Average hold time = Total time calls were put on hold / Calls handled

Hold Time—Avg

Longest time the agent put a call on hold.Hold Time—Max

Total time the agent put the calls on hold.Hold Time—Total

Average time the agent spent in Ready state.

Average ready time = Total time the agent spent in Ready state / Numberof times the agent moved to Ready state

Ready Time—Avg

Longest time the agent spent in Ready state.Ready Time—Max

Total time the agent spent in Ready state.Ready Time—Total

Average time the agent spent in Not Ready state.

Average not ready time = Total time the agent spent in Not Ready state /Number of times the agent moved to Not Ready state

Not Ready Time—Avg

Longest time the agent spent in Not Ready state.Not Ready Time—Max

Total time the agent spent in Not Ready state.Not Ready Time—Total

Average time the agent spent in Work state.

Average work time = Total time in Work state / Calls completed

After Call Work Time—Avg

Longest time the agent spent in Work state.After Call Work Time—Max

Total time the agent spent in Work state.After Call Work Time—Total

Filter Criteria






48


Grouping Criteria

None

Voice CSQ Agent Detail ReportThe Voice CSQ Agent Detail Report presents the agent current state, duration in the state and the reason codewhere applicable.

Charts

None

Fields


DescriptionField

Name of the Contact Service Queue (CSQ).CSQ



State of the agent—Logged-In, Logout, Not Ready, Ready, Reserved, Talking,or Work.

Current State


Reason code for the agent moving to Logout state or Not Ready state. Zeroindicates that no logout reason code is configured or that the agent was unableto enter a reason code. It is also zero for other states.

To view a list of reason codes and their descriptions, see the “Predefined” reasoncodes section below.

Reason Code

Filter Criteria






49

Live Data ReferenceVoice CSQ Agent Detail Report

Grouping Criteria

None






Ready/NotReady

33






32749



Logout32750






Attention



32753


50







Attention



32754




CALL_ENDEDNotReady

32755


PHONE_UPNotReady

32756


CM_FAILOVERNotReady

32757



32758


PHONE_DOWNNotReady

32759


AGT_LOGONNotReady

32760



32761


AGT_OFFHOOKNotReady

32762


51






AGT_RNANotReady

32763








Voice CSQ Summary ReportThe Voice CSQ Summary Report presents agent statistics and call statistics for a Contact Service Queue(CSQ). The following three views are available for this report:

• Snapshot—Presents the performance statistics of the agents that are associated with the specified CSQs.

• Short and Long Term Average—Presents the call statistics of the CSQ for the current day based onshort term and long term values.

• Since Midnight—Presents the call statistics of the CSQ, since midnight.

Note • Your administrator can set the short term value to 5, 10 or 15 minutes.


Charts

None

Fields

The following are the view-wise tables that are part of the report:

Table 9: Snapshot

DescriptionField



52

Live Data ReferenceVoice CSQ Summary Report

DescriptionField

Number of agents in Logged-In state.Agents Logged In

Number of agents in Talking state.Agents Talking

Number of agents in Ready state.Agents Ready

Number of agents in Not Ready state.Agents Not Ready

Number of agents in Work state.Agents in After Call Work

Number of agents in Reserved state.Agents Reserved

Elapsed wait time of the oldest call in the queue.Longest Call in Queue


DescriptionField


Number of abandoned calls in the last 5, 10 or 15 minutes.Calls Abandoned—Short Term

Number of abandoned calls in the last 30 minutes.Calls Abandoned—Long Term

Number of dequeued calls in the last 5, 10 or 15 minutes.Calls Dequeued—Short Term

Number of dequeued calls in the last 30 minutes.Calls Dequeued—Long Term

Average handle time of the calls that are routed to the CSQ in the last 5,10 or 15 minutes.

Average Contact HandlingTime—Short Term

Average handle time of the calls that are routed to the CSQ in the last 30minutes.

Average Contact HandlingTime—Long Term

Average wait time of the calls that are routed to the CSQ in the last 5, 10or 15 minutes.

Average WaitingDuration—Short Term

Average wait time of the calls that are routed to the CSQ in the last 30minutes.

Average WaitingDuration—Long Term

Service level is measured in the last 5, 10 or 15 minutes. The most recentservice level is displayed in case there are no calls in the measurementwindow.

Service Level—Short Term

Service level in the last 30 minutes.Service Level—Long Term


53



DescriptionField


Number of calls in queue for a CSQ.Waiting Calls

Number of calls that are abandoned for a CSQ.Abandoned Calls

Number of calls that are answered by the agents in the CSQ.Handled Calls

Number of calls that are presented to the CSQ.Total Calls

Longest wait time of any call before it is answered.Longest Call in Queue

Longest talk time of any call that the agent handled.Longest Handle Time

Filter Criteria



Displays information for the CSQs that belong to the specified teams.Team Name

Grouping Criteria

None

Enable Waiting Calls Field in Snapshot View of Voice CSQ Summary ReportRefer to the following link on the procedure to enable Waiting Calls field in Snapshot View of Voice CSQSummary Report:

http://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-express/118690-configure-uccx-00.html


54


