I like that I am able to use the physical phone and am not restricted to only using Finesse's softphone. I like that I am able to not only view the statuses of my agents but also adjust their statuses. I like that I am able to put my agent in not-ready in preparation of calling them unplanned. I also like that I can adjust their status to "ready" when they are unexplainably in "Not Ready" mode. Review collected by and hosted on G2.com.
I'm not too fond of that as a supervisor I am unable to see the time our longest call has been waiting. This was available to me as an agent but does not show once upgraded to supervisor status. The live-monitoring feature could be easier to use as I feel like I always miss the beginning of the call. I also don't like that you must be logged in and near the physical phone even though in order to use finesse, you must be logged into the web portal. Review collected by and hosted on G2.com.
9 out of 10 Total Reviews for Cisco Finesse Plugin
I like that it made making calls and tracking them and dialing in other departments or supervisors during a call. This was especially helpful when working from home without a physical phone. Review collected by and hosted on G2.com.
Sometimes the app would glitch and would drop calls. During the busy hours, that would make calling the customer back difficult because a new call would usually immediately start. We would also have outages that would cause us to not be able to take calls, thus upsetting customers Review collected by and hosted on G2.com.
The GUI is intuitive, and easy to use. Reporting works well for admins. Users are able to easily log in, and take calls. The gui provide a lot of data for the admins. Review collected by and hosted on G2.com.
Some issues with certificates and certain browsers not working as well. But this is more of a general browser issue. There is not much else to dislike, product works and makes it possible for our helpdesk to free up time to work on tasks. Review collected by and hosted on G2.com.
I like the ability to be able to transfer calls. I can toggle between calls. It also allows me
call several people while having an active call. It makes transitioning from call to call a breeze. Review collected by and hosted on G2.com.
The malfunctions. Sometimes, when clicking on a button, it doesn't respond. This makes it difficult for our customers. Also, if doing a 3 way call, there isn't a button to disconnect just one of the callers. Review collected by and hosted on G2.com.
It is being able to see in real-time where the entire team is and the timekeeping of all calls. Review collected by and hosted on G2.com.
It tends to disconnect quite a bit and don't get an alert that it has done so. Review collected by and hosted on G2.com.
Able to connect quickly and good customer service. Review collected by and hosted on G2.com.
The interface is not very appealing. Also, the tables displayed are not manageable. Review collected by and hosted on G2.com.
Cisco Finesse Plug In is very straight to the point and simple to use. It shows the queues and number of calls very effectively, as well as how many callers are ready to take calls. Review collected by and hosted on G2.com.
It would be helpful if the interface was more visually appealing. The graphics seem a little dated. The graph can also be confusing as there is one huge chart. It would be easier to have separate charts. Also, there are two fields where you can enter phone numbers which sometimes can be a hassle for employees as they make calls mistakenly due to entering numbers in the wrong field. Review collected by and hosted on G2.com.
I loved that I never had issues with dropped calls or audio issues of any kind. Finesse was always reliable, however reliable though, it lacked some features that we have on newer softwares. Review collected by and hosted on G2.com.
It lacked integrated features, and those that it did have were a bit harder to use. Once you learned the tricks and tips it was easy but not the simplest to learn. Review collected by and hosted on G2.com.
Very proficient, any issues we can communicate to fix them quickly, user friendly Review collected by and hosted on G2.com.
Sometimes a little slow or moving behind after an action was preformed Review collected by and hosted on G2.com.
