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.

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.

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.