This lab provides a sandbox environment with typical software found in a customer contact center environment. The student will configure the most common Finesse 12.0 agent and supervisor desktop parameters. The sandbox may then be used as desired for testing and further study.
The student performs the following activities:
The student performs the following activities:
- Modify the Desktop Layout for the Agent Desktop
- Modify the Desktop Layout for the Supervisor Desktop
- Configure Call Variables for inbound voice call information
- Configure Not Ready Reason Codes
- Configure Sign Out Reason Codes
- Add and test a basic Workflow
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