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

Question

Options

• Abasic call control (answer, hold, retrieve, end, and make call)
• Badvanced call control (consultation, transfer after consult, conference after consult)
• Cagent historical reports
• Dready and login reason codes
• Ephonebooks and workflows
• Fdesktop for third-party ACD

• A
  95% (57)
• D
  3% (2)
• F
  2% (1)

Explanation

Cisco Finesse ships with three core out-of-the-box agent desktop capabilities: basic call control (A), advanced call control (B), and phonebooks and workflows (E). These are built into the default Finesse desktop without requiring additional configuration or third-party integration.

Why the distractors are wrong:

• C (agent historical reports) - Historical reporting is handled by Cisco Unified Intelligence Center (CUIC), not Finesse itself; Finesse only surfaces real-time gadgets.
• D (ready and login reason codes) - Reason codes are a configurable feature that must be set up by an administrator; they are not an out-of-the-box default.
• F (desktop for third-party ACD) - Finesse is designed for Cisco's own contact center platforms (UCCE/UCCX); it does not provide a native desktop for non-Cisco ACDs.

Memory tip: Think of the letters A, B, E as "Agents Better Efficiency" - agents need to answer/hold/transfer calls (A+B) and look up contacts via phonebooks and automate tasks via workflows (E). Everything else - reports, reason codes, third-party support - requires external tools or admin configuration beyond the default desktop.

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