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Introduction to Cisco Finesse Agent Desktop - CIFAD


Cisco Training Courses Certification 46a21f4384


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This instructor-led course focuses on generating reports with Cisco Unified Intelligence Center (CUIC) in a Unified Contact Centre Express (UCCX) environment, and customizing stock reports using the normal CUIC version provided with UCCX. Login access is required to the customer Cisco Unified Intelligence Center. Additional, advanced report customization using the standalone CUIC Premium license is not covered in this workshop. The course runs as a ‘workshop’ environment where delegates can focus on specific areas of interest to them.

Duration: 0.5 days

Pricing is for mainland UK delivery only.

We can
deliver the training in all the main European languages.

cost for EMEA delivery £POA

Agents, Supervisors, Customers, Administrators, Support and deployment personnel, or anyone who or needs an understanding of the Cisco Finesse Agent. Delegates do not require previous experience with the Cisco Finesse Agent.

  • Introduction to Cisco Finesse Agent Desktop
  • Logging In/Out of Cisco Finesse Agent Desktop
  • Optional: Logging In/Out of Extension Mobility
  • Using the Cisco Finesse Agent Desktop
  • Changing agent state (Ready/Not Ready)
  • Receiving Calls
  • Making Calls (if applicable)
  • Transferring Calls
  • Using the Phone Book
  • Not Ready Codes
  • Wrap Up Codes
  • Sign Out Codes
  • Cisco Finesse Agent Desktop Real Time Reports
  • Additional topics may be added on request

Additional Information:This course runs as an open course in a flexible format based on the needs of the delegates. Alternatively, it can be tailored to meet the needs of a specific customer implementation and delivered to a closed group of delegates.

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