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UCCX 11.0 Finesse Desktop - agent data entry capabilities

Question asked by edguidry on Jan 31, 2016
Latest reply on Feb 2, 2016 by ewindgat



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.