Cisco Finesse Agent Desktop: 5 Practical Functionalities for a Fine-tuned Customer Service

An agent desktop is the most used tool in a contact center. An agent’s day starts and ends by logging in and out of their respective agent desktops. And the majority of their day-to-day operations take place on the agent desktop itself. An agent desktop is to the customer representative what pen and paper is to a writer. Without it, they would have a hard time doing their job.

Every contact center has its version of an agent desktop. For instance, Cisco ACDs offer a complete framework with every tool one who is working in a contact center would need. Right from the contact center managers to the customer representatives, there are numerous tools and platforms for everyone. Unified agent desktops among these tools are the most advanced and intuitive tools.

The best thing about Unified Agent Desktop is that they can be integrated. What that means is that you can have a third-party agent desktop integrated with your Cisco ACD framework. That way you can have additional features in your Cisco UCCX Agent Desktop that deliver real-world practical differences.

Before we get into the practical features, let’s first understand the integration we are talking about here.

We are talking about Agent Accelerator, a Unified Agent Desktop solution provided by NovelVox. Agent Accelerator is a completely customizable, ready-to-use, powerful agent desktop built to empower agents and provide them with cutting-edge tools.

Unified Agent Desktop

Now that we have that out of the way, let’s take a look at the 5 most important functions of a Unified Agent Desktop, especially the one provided by NovelVox, and how they can help transform customer service.

Here are 5 most important functions that you should look out for in a Unified Agent Desktop:

Quick and Easy Access to Relevant Information

Your agent desktop should provide your customer representatives with quick and easy access to all the relevant information they might need. Cisco Finesse Agent Desktop should be prompt in securing the right information at the right time and conveniently providing the same to the agents.

This helps agents avoid having to ask questions that might come off as annoying to the customers and assure the customers that their issues will be resolved as soon as possible.

Context Setting

Besides providing relevant information, an agent desktop, the Cisco Finesse Agent Desktop application, should also do a great job at context setting. A Unified Agent Desktop should be the agent’s best friend in the contact centre, both in its functionality and how it addresses certain issues.

Let’s take the example of a customer calling a second time to see the status of his query. Ideally, a unified agent desktop should let its user (a.k.a. The agent) know everything there is to know about the customer, including the fact that they called earlier and reported their problem in detail. A Unified Agent Desktop should also list the specifics of the issue so the customer representative has a full picture of the situation and knows how to address the customer and help them with their issue.

Consolidated Tools

An agent’s day-to-day consists of jumping through different platforms, using different tools, and using multiple widgets to help the customer. As the name suggests, a Unified Agent Desktop should bring all these disparate sources together. This way, agents can save more time and effort and focus on delivering good customer service across the board without leaving the Cisco UCCX Agent Desktop.

Knowledge Base

No agent is omniscient unless their name starts with G, ends with D, and has an O in the middle. No matter how skilful they are, every agent needs assistance at some point. Sometimes it’s something the customer asks, and other times it’s their need for upskilling that brings them to the search for knowledge.

A good agent desktop doesn’t let its agent wander around searching for knowledge. It brings an entire knowledge base to the agent desktop interface for quick access.


Last but not least, a Unified Agent Desktop should be customizable. By customizable, we mean an agent desktop should be adaptable to the agent using it. Every agent has different needs; therefore, the agent desktop should cater accordingly. From adding more source points to availing cutting-edge features, a Unified Agent Desktop should be completely at the disposal of an agent to streamline their day-to-day operations.


There you have it: 5 of the most practical functionalities you should expect from your Cisco Unified Desktop. If you are looking for a complete agent desktop solution that helps your agents with their day-to-day tasks and is integration-ready, look no further than Agent Accelerator by NovelVox. For more information on Agent Accelerator or any other contact centre solutions, contact us at [email protected].

Related Articles

Back to top button