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Cisco Finesse Chat Gadgets

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PTS Beginner
Beginner

There are two types of Cisco Finesse Chat Gadgets

  1. Chat gadget for external chats
  2. Chat gadget for internal chats

Chat Gadget for external chat

This type of gadget allows a contact center/enterprise to enable chat in their website so that customers visiting their website can connect to contact center agents via chat..This Finesse Chat Gadget for agents is provided by Cisco.This gadget connects with Cisco SocialMiner application.

On the website side you can use the default UI provided by Cisco or can get a customized user friendly UI as per your requirement using Cisco SocialMIner APIs.

You can also enable call back request on the website.On submit of the request a call will be dialed out to the customers phone number which was provided at the time of request submit.

Chat Gadget for Internal chat

This type of gadget is used for enabling internal chat sessions within the contact center.

  • Agent to agent chat
  • Agent to supervisor chat
  • Supervisor to agent chat
  • Supervisor can broadcast a message to a group of selected agents

There is no default gadget of this kind provided by Cisco.A custom gadget needs to be developed using the Cisco Finesse APIs for this.Please refer to below 3rd party custom gadget example

PTSFinesseChatGadget.png

 For more details you can write to info@parsec-tech.com

 

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