Cisco Finesse Supervisor Desktop

Cisco Finesse Supervisor Desktop provides contact center supervisors with real-time data and statistics of their team.

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Single interface to do it all

Supervisors do not need to toggle between applications or gadgets to monitor the agent’s performance, view queue summary, take actions related to reskilling and more for optimized performance.

Unified view of agent and call stats
Monitor agent performance in real-time
Reset agent password, state and more

Improve customer experience

Instead of switching screens, the supervisor can keep all focus on, call monitoring and improving agent skills. Further, the supervisor can enhance customer experience by altering the agent state and reducing the wait time.

Live barge-in to improve call resolution
Assist agents for next actionable with chat assistance
Force change of agent’s state to reduce customer hold time

Increase agent efficiency

Supervisors can motivate and monitor each agent’s performance with continuous and real-time updates on team statistics and insights from historical reporting. This helps the contact center achieve desired results