Finesse Agent Desktop
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What is
Finesse?
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Finesse is a telephony in the cloud, browser based application that integrates call center agent and supervisor
desktop functionality into a single application, from which users can :
 Use basic call control such as Answer, Hold and Retrieve Incoming and Outgoing calls.
 Use advanced call control such as Consultative Transfer, and Conference.
 View Agent State timers such as Total Call Time, Hold Time, Wrap-Up Time, and length of time in Ready or
Not Ready
 Enter Not-ready, Sign Out, and Wrap-Up reason codes to indicate reasons for changing phone statuses.
 Preview customer information for a call prior to accepting.
To begin using Finesse, access the CDK Global-supplied URL
and enter the following (provided by your CDK Global contact):
 Agent User ID
 Password
 Primary UCCX Extension
After login, you will be taken to the Agent Desktop where
you can update your status to Ready to make yourself
available for calls, or select another status that reflects your
availability.
Note. At sign in, your status is defaulted to Not-Ready.
Application
Navigation
The Agent Desktop displays the Agent Name, Agent User ID, Extension Number and Length of Time in current
state. The Agent Desktop also contains the following 3 tabs which provide additional call management and
statistics tools for your assigned queue. Use the following sections to familiarize yourself with these additional
features.
Home Tab
Depending on your current state, the Home tab displays your:
 Call Options (which vary depending on your status)
 Agent Queue Statistics Report which shows the
number of calls and agents in your assigned queue and
 Agent Team Summary Reports, which displays the
current states of Agents in queue.
My Statistics Tab
The My Statistics Tab contains the Agent Statistics report
which provides details on all calls offered, calls handled and
displays Total and Average durations in each state.
Additionally, the My Statistics Tab contains the State Logs
Report which provides the reason codes for each state change
during a call.
Manage Calls Tab
Depending on the agent’s current state, the Manage Calls tab
displays a list of Call Options available for your status.
© 2015 CDK Global, LLC. All rights reserved. The CDK logo is a trademark of CDK Global, LLC. , published May 3, 2016.
Finesse Agent Desktop
Call
Handling
All Call Handling is conducted from the Home Tab, which allows you to access call features such as Hold,
Consultative Transfer and allows you to apply Wrap-Up Reasons to the call. While on a call, the Home Tab displays
the name of the caller, phone number of the caller and the duration of the call.
Note. Functionality is dependent on administrator configuration. If Wrap reason codes are not defined by the
administrator, they will not be available when changing statuses.
Change Your State
At sign in, the Finesse desktop sets your state to Not
Ready by default and you will need to change your state
to Ready in order to begin taking calls or you will need to
choose an appropriate reason code from the drop-down
menu.
Important! While on a call, you can select Not Ready to
be applied when the call has ended, which will prevent
you from receiving a call in queue.
Make a Call
To make a call using the Agent Desktop, follow the steps
below.
1. Ensure your status is set to Not Ready (or Not Ready
with an appropriate reason code.)
2. Click Make a New Call.
3. At the displayed keypad and phonebook, choose the
desired contact or use the keypad to direct dial the
line.
Note. Your administrator is responsible for assigning
phone contacts to you.
4. Click Call.
5. To end the call, click End.
Answer a Call
You must be in Ready state to be available for customer
calls. When a call is received, simply click Answer and
your state will automatically update to Talking.
Note. You can receive a call from another agent while not
in Ready state.
Place a Call on Hold
During an active call, you may place the caller on Hold at
any time by clicking the Hold button. To resume the call,
Retrieve.
Transfer a Call
To conduct a consultative transfer on an active call, follow
the steps below:
1. Click the Consult button at the top of the Home page.
Note. When using Consult you may also Conference
in a third party or end the Consult by Retrieving the
first call, which was initially placed on hold.
2. Choose a contact or enter the direct line number of the
person receiving the transferred call and click Call.
3. Introduce the call to the recipient and click Transfer to
complete the transfer of the initial call.
Note. Click Conference to add this third party to the
existing call.