The Cisco Finesse supervisor features extend the agent desktop with additional gadgets. Which three additional features are provided? (Choose three.)

Question

Options

• Ateam performance gadget to view agent status
• Bqueue statistics gadget to view queue (skill group) statistics for the supervisor's queues
• CCisco Unified Communications Manager Remote Silent Monitoring
• Dbarge-in and intercept
• Egadget to park calls
• Ftranscoder gadget for recording

• A
  89% (32)
• C
  6% (2)
• E
  3% (1)
• F
  3% (1)

Explanation

Cisco Finesse supervisor features build on top of the standard agent desktop by adding management and monitoring capabilities. The Team Performance Gadget (A) lets supervisors see real-time agent states (ready, not ready, talking, etc.) across their team, and the Queue Statistics Gadget (B) gives supervisors visibility into skill group/queue metrics like calls in queue and average handle time - both are core supervisor tools. Barge-in and intercept (D) allows supervisors to join an active agent call or take it over entirely, which are classic call center supervisor functions built into Finesse.

Why the distractors are wrong:

• C (Unified CM Remote Silent Monitoring) - Silent monitoring in Finesse is handled natively by Finesse/UCCX/UCCE, not via a separate Unified CM Remote Silent Monitoring feature; this is not one of the three Finesse supervisor gadgets.
• E (Call Park gadget) - Call parking is an agent-level feature tied to phone functionality, not a supervisor-specific Finesse gadget.
• F (Transcoder gadget for recording) - Recording in Cisco environments is handled by MediaSense or third-party recorders, not through a "transcoder gadget" in Finesse.

Memory tip: Think of a supervisor's three core jobs - watch the team (A), watch the queues (B), and jump in when needed (D). Those map directly to the three correct answers.

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