Call History and Agent State trace come to Finesse... Finally
Jul 28, 2015
Posted by Miroslav Moravek
Agents and supervisors have been able to view an agent’s call history for years using Cisco Agent Desktop and many alternative CTIOS-based desktop applications such as 2Ring Agent DESKTOP. However, call history was one of the features that was not immediately brought over to CAD’s successor, Finesse.
The Agent State Log feature was also omitted from the first versions of Finesse.
Many partners and customers have begged for these feature to come back, and some have even refused to move to Cisco Finesse until these features return.
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