Which three items does the Cisco Finesse administrative application allow administrators to configure? (Choose three.)

Question

Options

• Aupload third-party gadgets
• BWrap-up reasons and phonebooks
• Ccall variable and ECC variable layout
• Dready and login reason codes
• Eworkflows and workflow actions
• Fconnections to third-party gadget server and the Administration & Data server database

• A
  4% (1)
• B
  83% (19)
• D
  13% (3)

Explanation

Cisco Finesse's administrative web interface is specifically designed to let administrators manage the agent desktop experience, which is why B (wrap-up reasons and phonebooks), C (call variable/ECC variable layout), and E (workflows and workflow actions) are correct - these all directly control what agents see and interact with on their desktops.

A is wrong because third-party gadgets are not uploaded through Finesse admin; they are hosted on external servers and referenced by URL in the desktop layout XML. D is wrong because there is no "ready" reason code in Finesse - agents go Ready without selecting a reason, and Not Ready/Sign Out reason codes (not login/ready) are what Finesse actually manages, often configured in UCCX or UCCE administration tools instead. F is wrong because database connections to the Administration & Data server and connections to third-party gadget servers are infrastructure/system-level configurations, not something managed through the Finesse admin GUI.

Memory tip: Think of Finesse admin as controlling the "W-C-W" layer - Wrap-up reasons, Call variable layout, Workflows. If it shapes what an agent sees or does on the desktop, it belongs in Finesse admin; if it's a server connection or file upload, it doesn't.

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