UCCX 11.0 Finesse Desktop agent data entry capabilities

[edguidry]

Hello,

What is the best way to allow agents to input information into a form using the Finesse Desktop during an active call and have this information available in a CUIC agent call report.

We have a requirement for an agent to check what additional questions were asked during the course of a call other than what the caller selected from the IVR menu.  To help supervisor validate call duration longer than usual.

Is this possible with UCCX 11.0 out of the box via call workflows or a Cisco gadget?   I have found 3rd party gadget from 2Ring that would do this but it has its own reporting tool. 

Any feedback is appreciated.

Thanks,

Eddie

[Deepak Rawat]

No, this is not possible natively with Finesse. Since your requirement involves capturing of information while agent is talking to the customer and then fill the form accordingly, this definitely cannot be achieved within CUIC as UCCX goes out of the picture once the call is connected to the agent and cannot report on any other parameters except call statistics such as hold time, total talk time etc.

2Ring withoutany doubt is the best third party Cisco Partner out there for customizing Finesse Agent/Supervisor desktop requirements and you should go with their solution. As far as displaying the report is concerned, Finesse can show any Custom Report as long as you are using ThirdPartyGadget account to point to the correct URL and gadget. Hence simply ask 2Ring if they can help you with creating a gadget to show the statistics captured in the form and then displaying it in Finesse Supervisor Desktop in the form of a report using ThirdPartyGadegt or not.

Regards

Deepak 

[Sivanesan Rathinam]

Hi - You can also develop Gadget with Customized CTI which will display list of Questionnaire and the respective Answers / Remarks like a form which display in agent Screen once call was answered by Agent.

Agent has to select respective answers and save those which will push to Custom DB and you can create Custom Reports in CUIC to pull out those data.

[edguidry]

Thanks for the replies.  I am revisiting this now.  Does anyone have an example custom gadget that can be tailored to my needs.  In other words, is there a nice, free questionnaire gadget that would be useful.  I would need to code a list of options.  The agent would be presented with the questionnaire at start of call and would be able to check multiple options and then submit.

Thanks,

Eddie