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 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.

Thanks,

Eddie

[bdm1981]

Hi Eddie,

Wrap-up reasons would be a way for a supervisor to get a broad view of what types of calls are consuming their agents time. Outside of that, 2Ring or another CRM would be the best way to capture more detailed notes regarding the calls. As far as I know CUIC doesn't have the ability to store the information you are looking for.

- Brad

[ewindgat]

Call variables may be used to pass information between UCC and Finesse.