Many times, in my career, businesses came to me asking if there is a chance to change something in Cisco Finesse. In most cases it ended up in the development of a custom gadget that changed the Finesse UI (change of color of some parts of UI), added some components to Finesse UI (buttons, notification bubbles), or delivered UI that integrated with custom systems.
In the end, business was happy. Sometimes the tiny changes improved the KPI’s – ex. they reduced AHT by displaying all combined customer data in a single place.
What is your experience working with/developing/creating Finesse custom gadgets? What gadgets/features would make Finesse better and would improve/speed up the agent's work? Does your business require Finesse UI/features improvements?