Finesse Workflows

Finesse Workflows and Workflow Actions provides you with the ability to automate common repetitive agent tasks. Use this feature to do the following:

  • Create new workflows or workflow actions
  • Edit existing workflows or workflow actions
  • Delete workflows or workflow actions

NOTES:

Finesse is limited to the following:

  • 100 workflows per Cisco Finesse system
  • 100 workflow actions per Cisco Finesse system
  • 20 workflows per team
  • 5 conditions per workflow
  • 5 actions per workflow
  • 5 variables per workflow action

Workflows can be configured use the following fields:

  • queueNumber
  • queueName
  • callKeyCallId
  • callKeyPrefix
  • callKeySequenceNum
  • wrapUpReason

Accessing Finesse Workflows

  1. Click to expand the Finesse Admin menu on the Webex CCE Administration Portal navigation menu.
  2. Select WorkFlows.

Additional WorkFlows Tool Topics

Listed below are additional topics related to the WorkFlows tool: