Eleveo WFO
Eleveo WFO
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Cisco Finesse Integration

Supported for on-premise DEPLOYMENTS + Hybrid Deployments

Purpose

This guide provides general information about Finesse gadget integration. No previous steps are required.

Prerequisites

  1. Eleveo server ssh root access (default is admin/zoomcallrec, the command to enable root is su - with the same password).

  2. Access to Eleveo callrec webUI as admin (default password is admin).

  3. Customer's Finesse Administrator access credentials.

Integration Details

Cisco Finesse integrates traditional contact center functions into a thin-client desktop. It implements a browser-based desktop through a web 2.0 interface; no client-side installations are required.

What Is Supported

Feature

Finesse

Audio/Video Recording

check mark (voice/video)

Screen Capture

check mark

User import

cross mark

User Authentication (User Management)

cross mark

SSO

cross mark

Conversation Explorer

check mark

QM (Reviews)

check mark

Speech Recognition

cross mark

Live Monitor

check mark

Voice of the customer

cross mark

WFO Analytics (Reports + Dashboards)

cross mark

WFM (historical data) Manual+Automatic

cross mark

WFM Intraday

cross mark

WFM Real Time Adherence

cross mark

Limitations

  • Please refer to the official vendor documentation for technical limitations.

  • Finesse Gadget + UCCE 15.x – The current version of the Finesse Gadget is not compatible with the new UCCE 15.x API. This combination is not currently supported.