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 historical report.
We have a requirement for an agent to mark what additional questions were asked during the course of a call other than what the caller selected from the IVR menu. The goal being to allow the supervisor to review calls of a long duration.
Is this possible with UCCX 11.0 out of the box via call workflows or a Cisco gadget (available or custom)? I have found 3rd party gadget from 2Ring that would do this but it has its own reporting tool.
Any feedback is appreciated.