Use Cases of Finesse JavaScript Library

AB.

The Finesse JavaScript library is a powerful tool for customizing and extending the Cisco Finesse desktop, which is a browser-based agent desktop used for managing Cisco Collaboration Solutions such as Cisco Contact Center. With the Finesse JavaScript library, developers can build custom gadgets that provide additional functionality to the Finesse desktop, such as quick dial or integration with third-party applications.

The two use cases that can be accomplished using the Finesse JavaScript library are:

A. Integrate customer relationship management capabilities into the Finesse agent desktop: With the Finesse JavaScript library, developers can build custom gadgets that allow agents to view and manage customer information directly from the Finesse desktop. This integration can improve agent productivity and enable a more personalized customer experience. For example, a gadget could be built to display customer information from a CRM system, such as Salesforce, directly within the Finesse desktop. This would eliminate the need for agents to switch between applications and provide a more streamlined workflow.

B. Build a custom browser-based agent desktop: The Finesse JavaScript library can also be used to build a completely custom browser-based agent desktop. This allows developers to create a tailored interface that meets the specific needs of their organization. The custom desktop can include additional features and functionality not found in the standard Finesse desktop, such as custom workflows or specialized reporting tools. This use case requires a significant amount of development effort but can provide significant benefits in terms of improved agent productivity and customer experience.

C, D, and E are incorrect answers.

C. Build a Finesse gadget to add quick dial to the Finesse agent desktop: This is a valid use case for the Finesse JavaScript library and is similar to the first use case. However, it is not one of the two correct answers listed in the question.

D. Build a Finesse gadget to create new agents on the Finesse system: This is not a valid use case for the Finesse JavaScript library. Creating new agents in the Finesse system requires administrative privileges and is not something that should be done through a gadget.

E. Build a Finesse gadget to configure Finesse log levels for the Finesse administrator console: This is not a valid use case for the Finesse JavaScript library. Configuring log levels for the Finesse administrator console is a system-level task that should be done through the appropriate administrative tools.