Comstice Desktop Agent

for Cisco Finesse

Comstice Desktop Agent is a standalone client for Cisco Finesse

For Cisco Unified CCX, CCE and Packaged CCE contact centers, the Comstice Desktop Agent enables agents to login, manage customer calls, monitor real-time statistics and queue information as well as states of the other agents in the team

Introducing Comstice Desktop AgentBetter contact management and real-time visibility for your agents

• Agent-centered interface– clean, fresh visual presentation, small and manageable on

the agent PC– minimized when agent is idle and working on other tasks,

will pop up when new contact is delivered– visual and audible alerts, based on team thresholds

• Improved contact handing– one-click transfers for mis-queued calls– visibility of available team members for consult / transfer– access to corporate directory, extending customer service

beyond the call center

• Efficient resource management– scrolling team messages with 3-level severity– reporting of agent break utilization– simplicity of interface reduces agent training needs

Why Comstice Desktop Agent?Simplicity and ease of use at the heart of our product design

• Native Screen pop for incoming calls• Audible Alerts with thresholds• Visual Alerts with thresholds• Editing Call variables in an incoming call• Visibility of other agent states within the team • Scrolling team messages that are controlled by the

supervisor/manager• Detailed call logs including call variables• Access to Cisco CUCM Corporate Directory and Microsoft Active

Directory• One-click transfer to other queues• Company logo and marketing colors• Personal Phone Book for agents• Team Chat room• One to one chat• Cisco Tropo SMS sending feature• Ability to access customer information in your CRM platform from call

variables in the active call. Agent can click on the call variable and launch the customer page based on calling number, account number etc.

Comstice Desktop Agent – Key FeaturesCapabilities not available with Finesse out of the box web client

Simple deployment, easy customizationTeam-level customization built around your brand puts you in control

• Easy set-up using team codes to assign parameters to agents

• Simple bulk rollout process with centralized configuration

• Ability to toggle between multiple team settings (including cross-brand when serving multiple organizations)

• Centralized software updates and patches

Supervisor Features• If the logged on agent has

Supervisor privileges, it is possible to manage and monitor agents within teams

• Supervisor has additional features on the team level; she can change agent states from Ready to Not Ready and vice versa.

Supervisor Team States

• Supervisor can access all the stats of each agent in the team

Supervisor Team Queues

• Team queues is a section only available for supervisors.

• They can monitor which queues have calls waiting, oldest in queue and calls received that day.

Team Queues• Supervisor can access to

each queue and check their real-time and daily stats.

• It is also possible to see the list of not ready agents who are part of that queue

• Supervisor can then change the states of the agents to ready when there are calls in queue.

Supervisor View: Team Queues

Supervisor can right click on Team Queues icon and launch the Team Queues report

Supervisor View: Team Agents

Supervisor can right click on Team Agents icon and launch the Team Agents report