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Finesse Operations for Cisco Contact Center (CCEFIN)
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Finesse Operations for Cisco Contact Center (CCEFIN) Introduction
Welcome to our course Finesse Operations for Cisco Contact Center (CCEFIN), tailored for individuals keen to understand the essential architecture and advanced functionalities of this robust contact center solution.
Whether you are a novice or a seasoned professional, this course provides a deep dive into the fundamental components and operational intricacies of Cisco Finesse, equipping you with the knowledge to customize and troubleshoot effectively.
The training begins by exploring the architecture and core components of Cisco Finesse, establishing a solid foundation that participants need to manage and optimize their contact center systems.
As the course progresses, it introduces more complex practices such as enhancing the Finesse environment to better support agents and supervisors, and integrating cutting-edge third-party tools to expand functionality. Emphasizing practical, hands-on learning, this course ensures that all participants gain actionable skills that can be immediately applied to improve efficiency and functionality in their contact centers.
Join us to transform your capabilities and achieve peak performance with Cisco Finesse.
Finesse Operations for Cisco Contact Center (CCEFIN) Objectives
- Understanding Finesse Basics: Gain a comprehensive overview of Cisco Finesse, including supported environments and versions.
- Customization Skills: Learn how to tailor the Finesse desktop for agents and supervisors, and integrate third-party gadgets for enhanced functionality.
- Troubleshooting Expertise: Develop the skills needed to troubleshoot various aspects of Cisco Finesse effectively.
- Advanced Configuration Techniques: Explore advanced settings and configurations to optimize the Finesse user interface and workflow.
- System Integration: Understand how to seamlessly integrate Cisco Finesse with other Cisco solutions and third-party systems.
- Real-world Application: Apply your skills through hands-on labs and real-world scenarios to ensure readiness for practical implementation.
- Performance Optimization: Discover methods to enhance system performance and user experience within the Finesse platform.
Prerequisites
Participants are expected to have:
- Basic knowledge of contact center operations.
- No specific technical prerequisites are required, making this course accessible to a wide range of professionals.
Audience
This training is ideal for:
- Individuals interested in customizing Cisco Finesse for agents and supervisors.
- IT support staff responsible for troubleshooting Finesse Server and interfaces.
- Administrators keen on utilizing Cisco Finesse customization tools.
Finesse Operations for Cisco Contact Center (CCEFIN) Outline
Finesse Operations for Cisco Contact Center (CCEFIN) 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
$3299.00
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3 Days Course |