Finesse chat between Supervisor and Agent

[Vinod Patil]

Hi All,

In CAD and CSD we have chat functionality, where supervisor or agent can initial chat with anyone in the team but in Finesse out of box I do not find this functionality. As Cisco document says Supervisor can chat with agent.

http://www.cisco.com/c/en/us/products/collateral/customer-collaboration/packaged-contact-center-enterprise/datasheet-c78-734486.html

see section " Supervisory features"

Please help me if anyone has idea how we can do this.

Thanks, Vinod

[Deepak Rawat]

Vinod, please note that agent to agent or supervisor to agent chat is not available within Finesse out of the box as it used to be with CAD. The line that you are referring in the above document no where says you can do this on Finesse but says you can do it on PCCE and that is from a perspective that agents are using CAD and not Finesse. This thing is also mentioned in below White Paper:

http://www.cisco.com/c/en/us/products/collateral/customer-collaboration/finesse/white-paper-c11-736448.html

The only solution if you really want to have this feature is to contact some third party and ask them to develop this. One good known third party vendor for Finesse Customization is 2Ring:

https://www.2ring.com/GADGETS

As an alternate you can ask the supervisor to create a group that will contain all the required agents and send them anything urgent through Jabber.

Regards

Deepak

[Vinod Patil]

Thanks Deepak, There is one more way by using Cisco Spark https://communities.cisco.com/message/230775#230775

[Deepak Rawat]

Yes I saw that Vinod few days back as well. Its a good thing for the customers and partners out there who want this functionality for the agents.

Regards

Deepak

[Andreas Stuber]

Vinod, we built a gadget for this at http://www.expertflow.com/internal-chat/: