Skill Certification Testing Finesse Desktop Gadget:
Agents are able to take skill certification tests from their Finesse desktop. Supervisors notify agents on the Finesse desktop as to their eligibility to qualify for specific skillgroups or attributes. Agents may then take tests during non call periods. If an agent meets the supervisor/trainers set passing score, the agent is added to the new skill.Learn More
Dynamic Agent Phonebook on Finesse Desktop
Low cost phonebook Finesse gadget for sharing customer, supplier or internal resource information between agents. Gadget enables phonebook search and click-to-call with both a personal and team-shared phonebook.Learn More
Agent Self-Skiller enables call center supervisors to allow seasoned agents to change or expand their skills on their own in response to detected skill imbalance, growing wait times, or missed service levels. Supervisors may toggle this capability “on” or “off” for the senior agent group. This is a Finesse gadget that would be placed on the target agent’s desktop.
ANI based Notes on Finesse Desktop
Simple, easy method to keep customer notes based on ANI. Notes are available within Finesse as part of ANI -based screen pop or lookup. Notes are date and time stamped and available to all agents.Learn More