Cisco Finesse Gadgets
Be able to add or remove Cisco Finesse gadgets anytime as per your business needs. Make use of our pre-built gadgets or add any extra functionality to your agent desktop as and when required.
What better way to keep agents motivated and well-informed on their progress than by having their individual KPIs displayed on-screen and being able to compare them with the average KPIs of the team as a whole? The Statistics Gadget provides a clean way of viewing and analyzing your contact center’s statistics without having to click back and forth between tabs.
Cisco Finesse UCCX chat gadgets provide for an inter-agent chat to allow the transfer of information quickly and efficiently. Groups can be created for quick messaging. This enables agents to receive assistance from their fellow agents whenever they get stuck with some issues.
Supervisors can view the whole operation of the contact center. They can take over an existing call and can re-skill agents as and when required. It enables supervisors to guide and monitor agents if and when required.
Agent Scripting helps customers create guided, dynamic and intelligent scripts. Contact center agents can execute these scripts with a high degree of personalization and provide a consistent experience to customers with Cisco finesse gadget development module that makes for enhanced customer engagement.
Last X Calls is a call center gadget that provides a comprehensive view of the previous interactions that the customer had with the agents. This gadget provides a consolidated view of both the voice and social media interactions.
The agents choose call tagging codes or write comments at the end of the call to summarize the call so that it can be used for reporting in the Last X calls gadget. So that whenever the same customer calls next, the agent assisting would have exact details of what issues/concerns the caller has and proceed to provide assistance accordingly. This enhances agent-customer interaction.
A Call Follow-Up Gadget for agents where the agent can mark an ongoing call to be followed up at a future date and time. NovelVox provides a custom schema to store the call follow up related information.