Cisco Finesse: The Next Generation Agent Experience
Cisco Finesse:The Next Generation AgentExperienceTed Phippstephipps@cisco.comProduct Manager, Contact Center DesktopsBRKCCT-1031
Agenda Business Overview Existing Finesse Feature Set Finesse 11.0 Features Deploying Finesse Migrating from CAD & CTI-OS Customer Testimonial Development Partners Q&ATed Phipps Booth DutyWednesday, June 1011am – 1pmContact Center Booth in the CiscoCollaboration Area
Business Overview
Cisco FinesseRevolutionizing the Contact Center Agent Experience Browser-based agent desktop foreasy management & upgrades Designed to empower agents viauser-centered design product Flexible and Expandable – Finesse isa web gadget container All applications that agents need (Ciscoor 3rd party) contained within FinesseAdministrators define agent andsupervisor layoutsDeveloper Friendly Web API
Enterprise Mash-upsEnabling Unified Desktops for AgentsEnterprise CRMCUIC GadgetFinesse GadgetHTTPCRM GadgetHTTPCUICHTTPCisco Finesse ServerGadgetWebContainerServices HTTPGadget Architecture enables easier integrationGadget Upgrades handled by each serverReduces version compatibility dependencies
Existing Finesse FeatureSet
Existing Feature Set - HighlightsAgent Features Call Control / AgentState / Wrap-Up Phonebooks & Click-tocall Multiline via the Phone Outbound Optionincluding Callbacks Email & Chat HandlingSupervisor Features Silent MonitoringBarge / InterceptChange Agent StateReal-Time Agent State& Queue DataPlatform Features LiveData Gadgets(PCCE, CCX) Agent State Timer Workflows Localization
Cisco Finesse Workflows Customers require a way of triggering screen pops or passing data to otherapplications without custom development Finesse delivers this functionality via flexible workflows Finesse supports the ability to do a browser screen pop or call a REST API onFinesse or a 3rd party application
Cisco Finesse and Jabber VXMEEnabling Agents to work in a 100% virtualized environment High definition audio and video via localmedia processing in a VDI deployment Built-In-Bridge for Recording/Monitoring sRTP secure media Quality of Service via MediaNet servicefor Voice/Video and Data traffic Integrated Unified Communicationsaccessories Supported with Citrix XenDesktop, CitrixXenApp for Published Desktops, VMwareView
10.5 Browser and OS CompatibilityOperating SystemSupported BrowsersWindows 7Internet Explorer 9Internet Explorer 10Internet Explorer 11Firefox 24 and aboveWindows 8.1Internet Explorer 11Firefox 24 and aboveMac OSFirefox 24 and above
Finesse for CCE 10.5 Compatibility Notes Finesse supports UCS, HP, or IBM HW that complies with Spec-BasedApproach: ESXi 5.0, 5.1 or 5.5 Server Virtualization4 vCPU’s (2000 Concurrent Agents / 1000 HTTPS Agents)2 vCPU’s (500 Concurrent Agents / 250 HTTPS Agents)Software & Phone Compatibility Finesse 10.5 support CCE 9.0(2) or laterFinesse supports 6xxx, 7xxx, 8xxx, and 9xxx series phones
Cisco Finesse for CCE &CCX11.0 Feature Set
Accessibility Agent Accessibility No Accessibility for Supervisor Gadgets Adherence with Web Content Accessibility2.0 Level A Guidelineshttp://www.w3.org/TR/WCAG20/
Multiple Call Variable Layouts Per System Administrators define multiple callvariable layouts Administrators decide which layoutto display to the agent by populatingthe user.layout ECC variable with thelayout name Same mechanism as CAD – Thismeans no changes to routing scriptsfor CAD customers who aremigrating to Finesse
Cisco Finesse IP Phone Agent Functionality Agent Functionality via Cisco IP Phone Agent State Ready Not-Ready Codes Wrap-Up Codes Caller Data No Supervisor Controls No Queue Data
Cisco Finesse IP Phone Agent LicensingStandard Seat License Finesse IP Phone Agent Only No Finesse Supervisor Controls or Finesse Desktop Customers/Partners are not entitled to use the Finesse APIdirectlyEnhanced or Premium Seat License Agents can use Finesse IPPA or Finesse Desktop Agents can switch from Finesse Desktop to IPPA on-the-fly (PCCrash Use Case) Supervisors use Finesse Supervisor Desktop Agents are NOT allowed to use IPPA and Desktop at same time
Phones Supported with Cisco Finesse IPPA78xx Series79xx Series88xx Series89xx Series 8941 8945 11884188518861
Increase the Number of Supported Wrap-CodesFinesse 10.xFinesse 11.0Max # of GlobalCodes100Max # of GlobalCodes100Max # of TeamCodes100Max # of TeamCodes1500Max # Codes perTeam100Max # Codes perTeam100
Increase the Number of Supported Phone Book EntriesFinesse 11.0Finesse 10.xMax # of Global Phonebooks10Max # of Global Phonebooks10Max # of Team Phonebooks50Max # of Team Phonebooks300Max # of contacts across allphonebooks1500Max # of contacts across allphonebooks50,000Max # of contacts per callcontrol gadget1500Max # of contacts per callcontrol gadget1500
Context Service New gadgethosted fromcloud Shows allcustomer dataacross allactivities Customer cancustomize fieldslayout
Increase Client to Server Max Round Trip TimeFinesse 10.xMax Round-triptime betweenFinesse Clientand FinesseServer200msFinesse 11.0Max Round-triptime betweenFinesse Clientand FinesseServer400ms
11.0 Browser and OS CompatibilityOperating SystemSupported BrowsersWindows 7Internet Explorer 10Internet Explorer 11Firefox ESR 31 and higher ESR’sWindows 8.1Internet Explorer 11Firefox ESR 31 and higher ESR’sMac OSFirefox ESR 31 and higher ESR’s
Cisco Finesse for CCE11.0 Feature Set
Direct Preview Outbound for CCE Agents are put in “Reserved (Outbound)” StateA reservation call lets the agent decide how to respond to the contact When the agent accepts the contact, the outbound call is made
Other Features for Cisco Finesse for CCE NTLMv2 & Win SQL Server Authentication Support Any ASCII Character can be used in makeCall API Label Cisco Finesse 11.0 will support CCE 10, 10.5, and 11.0
CAD/CTI-OSEnd-Of-Life Announcement
CAD/CTI-OS End Of Life Summary EOL process initiated in January 2015 for CCE & CCX CTI-OS will continue to be supported for ICM CCX 10.6 will be the last release of CAD for CCX CCE 11.0 will include CTI-OS/CAD for upgrades only Finesse is the only desktop option for new CCE 11.0customers
CCX/CCE - CAD/CTI-OS EOL TimelineDateEventJan 2015Formal EOL AnnouncementJuly 2015End of SaleOctober 2015Last Ship DateJuly 2016End of SW MaintenanceJuly 2018Last Day of Support
High Level Architecture
DesktopCisco Finesse for CCE – High Level ArchitectureFinesse ServerBrowserCisco FinesseNotificationServiceCisco Finesse TomcatA Cisco DB(Informix)UCCEOtherServicesAWDBGED-188Other ServicesHibernateJTAPIAgent PGJDBCHTTP/S (Admin)HTTP/S (Agent)UCMXMPP (BOSH)XMPP
DesktopBrowserUCCXCisco Finesse TomcatCisco Finesse for CCX – High Level ArchitectureCisco UnifiedCCX NotificationServiceA Cisco DB(Informix)Cisco UnifiedCCX EngineOther ServicesUCMGED-188HibernateJTAPIAXLHTTP/S (Admin)HTTP/S (Agent)XMPP (BOSH)XMPP32
High Level Architecture - CCEFinesse Side A & B are Both ActiveCisco FinesseAgent 1Cisco Finesse Server – Side AWebServicesGadgetContainerCCEPGSide ACisco FinesseAgent 2DBReplicationforConfigurationDataCisco Finesse Server – Side BWebServicesGadgetContainerCCEPGSide B
High Level Architecture - CCXOne Finesse Server is active at a timeCisco FinesseAgent 1Cisco Unified Contact CenterExpress - PrimaryCisco FinesseAgent 2Cisco Unified Contact CenterExpress - SecondaryCisco FinesseSubsystemCisco FinesseSubsystemAll other CCXSubsystemsAll other CCXSubsystems
High AvailabilityFinesse for CCE
High AvailabilityFinesse Side A & B are Both ActiveCisco FinesseAgent 1Cisco Finesse Server – Side AWebServicesGadgetContainerCCEPGSide ACisco FinesseAgent 2DBReplicationforConfigurationDataCisco Finesse Server – Side BWebServicesGadgetContainerCCEPGSide B
High AvailabilityCCE PG Side A Fails Cisco FinesseAgent 1Cisco Finesse Server – Side AWebServicesGadgetContainerCCEPGSide ACisco FinesseAgent 2DBReplicationforConfigurationDataCisco Finesse Server – Side BWebServicesGadgetContainerCCEPGSide B
PG Failover - User ExperienceFinesse Client detects that the Finesse Server is out of service . Banner message lets the agent know there is an issueThe Finesse client calls the SystemInfo API on both Finesse servers to determine ifany server is in serviceThe Finesse Client will connect to whichever Finesse Server is in serviceAgents can continue to use 3rd party gadgets during failover
High AvailabilityEach Finesse Node Connects to CCE PG Side BCisco FinesseAgent 1Cisco Finesse Server – Side AWebServicesGadgetContainerCCEPGSide ACisco FinesseAgent 2DBReplicationforConfigurationDataCisco Finesse Server – Side BWebServicesGadgetContainerCCEPGSide B
Finesse Goes Back in Service – User ExperienceWhen the Finesse Client finds a Finesse Server, the error message is dismissed andthe agent can continue processing the call without an additional login .
High AvailabilityFinesse Server A Fails Cisco FinesseAgent 1Cisco Finesse Server – Side AWebServicesGadgetContainerCCEPGSide ACisco FinesseAgent 2DBReplicationforConfigurationDataCisco Finesse Server – Side BWebServicesGadgetContainerCCEPGSide B
Finesse Server Failover - User ExperienceFinesse Client detects that the Finesse Server is out of service . Banner message lets the agent know there is an issueThe Finesse client calls the SystemInfo API on both Finesse servers to determine ifany server is in serviceThe Finesse Client will connect to whichever Finesse Server is in serviceAgents can continue to use 3rd party gadgets during failover
High AvailabilityFinesse Automatically Fails Over to Side BCisco FinesseAgent 1Cisco Finesse Server – Side AWebServicesGadgetContainerCCEPGSide ACisco FinesseAgent 2DBReplicationforConfigurationDataCisco Finesse Server – Side BWebServicesGadgetContainerCCEPGSide B
Finesse Client Redirects to the other Finesse Server–User ExperienceWhen the Finesse Client finds a Finesse Server, the error message is dismissed andthe agent can continue processing the callFinesse automatically logs the agent in! No manual steps for the Agent!
High AvailabilityFinesse Server detects that the Client is Lost, waits 60sec and logs agentCisco FinesseCisco FinesseoutAgent 1Agent 2Cisco Finesse Server – Side AWebServicesGadgetContainerCCEPGSide ADBReplicationforConfigurationDataCisco Finesse Server – Side BWebServicesGadgetContainerCCEPGSide B
High AvailabilityFinesse Server is Down Before Client Logs In Requires Manual Failoverto Side B Cisco FinesseCisco FinesseAgent 1Cisco Finesse Server – Side AWebServicesGadgetContainerCCEPGSide AAgent 2DBReplicationforConfigurationDataCisco Finesse Server – Side BWebServicesGadgetContainerCCEPGSide B
High AvailabilityFinesse for CCX
Finesse for CCX High Availability All agents will beconnected to the CCXPrimary Node Finesse Subsystem andCCX will be in or out ofservice at same time. Finesse wouldn’t be inservice and CCX out-ofservice at same time orvice versa
Bandwidth Requirements
Cisco Finesse Bandwidth Calculator Takesaggregate callprofile as input Outputs Clientto Serverbandwidthrequirements Linked fromCCE & CCXDesign Guides
Finesse Client-Side Bandwidth Requirements500450400Avg. kbps Per SupervisorAvg. kbps Per Agent350300250Login Bandwidthbased on 1 minutelogin time for allagents200150100500Non-CacheLogin BWRequirementsPost LoginBWRequirementsCachedLogin BWRequirementsPerSupervisor447 kbps58 kbps10 kbpsPer Agent354 kbps24 kbps8 kbps
Finesse for CCE Bandwidth Usage Example 1000 Agents 3 minute calls 1000 bytes Call Variables 200 Supervisors 30 second wrap-up 85% Calls Inbound 1 minute login time 2000 bytes ECC DataCiscoFinesseClientsCiscoFinesseServerLogin BW (All Users, No Cache)432 mbpsLogin BW (All Users, Caching)34 mbpsPost-Login BW (All Users)12 mbpsCCEPGSide ATotal BW2.6 mbps(All Users)
Managing Bandwidth with Finesse for CCX All Finesse clientsconnect to the PrimaryNode All users will redirect tothe secondary node ifthe primary node goesdown Finesse Server is cores on CCX so nobandwidth required forFinesse Server to CCXconnection
Best Practices for Managing Bandwidth CCX & CCE -- Ensure that Finesse login screen is cached before going intoproduction (on both Finesse Servers) to minimize login page size CCE -- Equally distribute users across both Finesse servers to minimize thenumber of simultaneous users logging in upon failover CCE -- It is more important to optimize the network between Finesse Client-toServer as compared to the Finesse Server-to-PG connection
CAD & CTI-OS Migration
Step #1 : Read CAD to Finesse Migration tml
Step #2 : Understand the Detailed Feature SetDetailed Finesse feature set as compared to CTI-OS & tmlKey Post 11.0 Gaps: Agent-Agent Chat CAD Workflow Parity Historical Reports Recent Call List Personal Phonebooks Direct Transfer / Post-CallSurvey (CCX Only)
Step #3: Run a Pilot CCX 10.6 Mixed operation of CAD and Finesse Every user on a given team must have the same desktopWeb chat and email agents need to be flash cutover at startNo data migration from CAD to FinesseUnified CCX 11.0 supports Finesse onlyCCE Mixed Mode Support with CTI-OS and CAD CAD - Every user on a given team must have thesame desktop CTI-OS – Mix & Match CTI-OS and Finesse
Customer Testimonial
Yahoo! And Cisco FinesseDiscussion Topics Where we were and challenges we faced Our migration to Cisco Contact Center &Cisco Finesse Daily efficiency gainsJim OttoSenior ManagerGlobal Voice CollaborationIT Engineeringjotto@yahoo-inc.com214.570.3847
Development Partners
Finesse Gadget Designerwww.novelvox.comby NovelVoxThe code-free drag and drop Cisco Finessebuilder Rapid application development for ‘speed tomarket’ and rapid customer support Powerful third party systems integration forefficient and effective enterprise applications Create optimized agent desktops to decrease calltime and reduce operational costs Pre-built modules include: Ticketing, Knowledgebase, E-Learning and Surveys62
Upstream Works for FinesseOmnichannel Agent Desktop
AGENTA SNAP for CISCO FINESSEFinesse in the task bar! SnapTMExtend Finesse functionality across the agent’sentire desktop Sign in/sign out, includingmobile agent Agent state control Call control (Hold, Conference,Transfer, etc.) Dial pad including DTMF withDirectory Wrap codes Maximize desktop real estate with “zero footprint” Integrate with the Finesse Workflow engine to pop external applications Work seamlessly with Finesse UI side-by-side or as a stand-alone Enjoy friendly IT for UCCE and UCCX on both Windows and MacSnapTMSnapTM
VISUAL Q for CISCO FINESSESee and select your critical calls in queue Allow your agents to view rich caller datafor each call in their queue Cherry-pick calls from the queue withease Inform your agents with visual thresholdtriggers based on specified call data Enable your supervisors with a holisticvisual view of callers across teams Integrate seamlessly with Finesse out-ofthe-box features and reporting data
Visit 2Ring at Booth #3027 and Win an Xbox!www.2Ring.com/GADGETS @2Ring4UC2Ring GADGETS for Cisco Finesse» Integration of Cisco Finesse with Salesforceand other CRM & Service Desk systems» Agent to agent and supervisor to agent chat» Message ticker, editing CallVariables byagents, custom action buttons, DB look ups.» Basic attendant console – synchronize andsearch contacts, check presence status (asreported by Cisco Presence Server), startIM, send email, do a single step & warmtransfer (even on UCCX)» Flexible & supervisor friendly real-time stats
Visit 2Ring at Booth #3027 and Win an Xbox!www.2Ring.com/GADGETS @2Ring4UC2Ring GADGETS for Cisco Finesse» Message Ticker / Marquee» Task / Custom Buttons» Agent to Agent andSupervisor to Agent Chat» Audible Alerts» Call Variable Modification» Data Lookups» Post Call Surveys Support» Single-Step / Blind Transfer» JavaScript Workflows /Macros» AutoLogout of Agents» Synchronize & SearchContacts Speed Dials» Connect Agents with BackOffice (incl. presence statusfrom CUPS)» Time in State w/ Thresholds» Supervisor Friendly RealTime Stats
Visit 2Ring at Booth #3027 and Win an Xbox!www.2Ring.com/COMPACT @2Ring4UC2Ring COMPACT AGENT» Agent state & Call control» Automation (screen pop-ups – incl. Salesforce) via aworkflow mechanism» Data visualization (complex call variables) Including hyperlinks to caller’s contact card in a 3rdparty CRM system, IM, email, wrap-up forms, .» Touch screen friendly & no browser limitations IE9 , Safari, Chrome, Firefox» Localized to Dutch, French, German, Russian, .
Bucher Suter Fusion for FinesseCisco Finesse can be more powerful and meaningful to your customers Support for CCX and CCEFusion Easy & Fusion Pro editionsIntegrated CRM gadgets for MS Dynamics, Salesforce and othersOmnichannelBundle BBundle AFusion Agent BaseBundle CFusion CRMFusion Multi Channel CallHistory MailRouting MS Dynamics PhoneBook Other (TBD) Salesforce PasswordReset ServiceNow RealTime SAP Wrapup69
b s Fusion GadgetsAvailable Now! Call History - Easy Password Reset - Pro Allows Agents and Supervisors to change PWfrom within FinesseGives alert when password is expiredPhoneBook - Pro List incoming, outgoing, missed callsClick to dial (callback) on call list entriesFiltering of calls by date/time (today, yesterday,past 7 and 30 days) or type (incoming, dialed,missed)Connects to a single LDAP directoryConfigurable searchDirect dial out of search results to contactMultiChannel – Pro Enabled Agent multi channel controls in FinesseOther Gadgets coming soon
Bucher Suter ‘Connects’ CRM adaptersThe Fully Unified Cisco/CRM Toolbox Integrates to Finesse REST APIMaximum Finesse capability – minimal desktop real estateTruly Integrated Omnichannel environmentUnified routing, reporting, desktopProtect existing investments in the CRM and CiscoZero to Minimal footprintLow cost of ownership vs other multichannel optionsCRM as a single pane of glass for Agents71
Coming Soon on FinesseZendeskRelease dates TBA72OracleServiceCloudCiscoContextServices
TEXT ENABLE your FINESSE CONTACT CENTERUCCX & UCCEWHY? 80% of customers call from cell phones & are ready to TEXT TEXT is the medium of choice for most consumers A TEXT-enabled contact center will have fewer call-backs, shorter wait-times, moreproductive agents, better satisfied customersHOW? WEBTEXT can set you up in minutes:‒ Text Enable your Agents – augmenting voice with TEXT‒ Text Enable your Calls – enabling customers to get off hold and on to TEXT‒ Text Enable your Number – so your toll-free number can receive and reply to TEXTS‒ Text Enable your System – to generate fully automated bulk TEXT notifications73
TEXT ENABLE your FINESSE CONTACT CENTERWHAT DOES IT LOOK LIKE?SMS tab on FinessescreenAutomaticidentification of cellphonesA full record of allinbound andoutbound textsTemplates for everysituation74
CISCO FINESSEJABRA CC INTEGRATIONVALUE PROPOSITIONAdding real time efficiency value to the daily work processesfor the busy contact center agent.USPsControl unique contact center work processes like “Agentready”* state and “Consultant Call”* via the in-line Jabra USBcontrol unit.*Final feature set for each client is still work in progressFEATURESEach contact center work process function is end-userconfigurable to any of the 3 programmable buttons on the USBcontroller via Jabra Direct.JABRA PRODUCTS SUPPORTED Jabra BIZ 2300 USB Jabra BIZ 2400 II USB (CC USB controller variant) Jabra Link 230 (No buttons. Only disconnect/connec
Cisco Finesse Browser-based agent desktop for easy management & upgrades Designed to empower agents via user-centered design product Flexible and Expandable –Finesse is a web gadget container All applications that agents need (Cisco or 3rd party) contained within Finesse Administrators define agent and supervisor layouts
B. Finesse REST API C. Finesse VXML applications D. Finesse HTTP server E. Finesse administration application F. Finesse CTI Object application Answer: ABE QUESTION 22 In Cisco Finesse 10.0(x), a supervisor has the capability to Monitor, Intercept, and Barge an agent call. Under which condition can a supervisor successfully intercept the call?
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CISCO FINESSE SUPERVISOR USER GUIDE June 2021 LOGGING IN Before logging into Cisco Finesse, a user MUST first ensure that they are logged into Cisco Jabber. Cisco Jabber is the IP Phone which is the link between Cisco Finesse and the incoming party, the customer. This step is very important and is generally the main ZGo Live issue for ontact .
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̶The leading indicator of employee engagement is based on the quality of the relationship between employee and supervisor Empower your managers! ̶Help them understand the impact on the organization ̶Share important changes, plan options, tasks, and deadlines ̶Provide key messages and talking points ̶Prepare them to answer employee questions
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