Which two features does Cisco Finesse provide as an out-of-the-box agent desktop? (Choose three.)

Question

Options

• Adesktop for third-party ACD
• Bphonebooks and workflows
• Ccontent sharing gadget
• Dbasic call control (answer, hold, retrieve, end, and make call)
• Eagent historical reports

• A
  4% (1)
• B
  93% (25)
• C
  4% (1)

Explanation

Note: The question stem says "Choose three" but only two correct answers (B, D) are listed - this is likely a typo in the question. The explanation below addresses the two marked correct answers.

Cisco Finesse ships as a ready-to-use, browser-based agent desktop built around Cisco's own contact center platform, making basic call control (D) - answer, hold, retrieve, end, and make call - its most fundamental out-of-the-box capability. Phonebooks and workflows (B) are also included natively, giving agents a contact directory and allowing automated actions triggered by call events without custom development.

The distractors fail for these reasons:

• (A) Finesse is tightly coupled to Cisco ACD (UCCX/UCCE), not third-party ACDs - supporting external ACDs requires additional integration work, not an out-of-the-box feature.
• (C) A content-sharing gadget is not bundled with Finesse; screen/content sharing belongs to Cisco's collaboration suite (e.g., Webex).
• (E) Historical reporting is handled by Cisco Unified Intelligence Center (CUIC), a separate product - Finesse surfaces real-time queue/agent state data but does not host historical reports itself.

Memory tip: Think of Finesse's default desktop as "talk + directory + rules" - you can talk (call control), look up contacts (phonebooks), and automate responses (workflows). Anything beyond that (history, sharing, non-Cisco ACD) lives outside Finesse.

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