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  • Created by Former user , last modified by Former user on Oct 04, 2019
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  1. Customer call rings on Finesse Agent Desktop.

  2. The application looks up the customer record based on the ANI. If no existing record is found against the caller ANI, the application automatically provides the options to choose an existing customer manually or create a new customer profile.

  3. If a matching record is found, the customer profile is popped up in front of the agent. 

  4. The agent accepts the call.

  5. To edit the customer profile, the agent can click on the Edit icon and start updating the profile. To view the complete profile, click to expand it. 

  6. Click to expand the interaction details and all activities tied in an interaction.

  7. To link the active call with a different customer, choose the right profile from the Customer list sidebar on the Interaction History page and click the Link button.


Note

If the agent or supervisor does not accept the call (after the call has landed on the Finesse desktop), the call interaction is still stored in CIM, tagged also with the agent name to whom it was routed.

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