[cisco-voip] CAD vs Finesse Differences

[James Buchanan]

Hello,

One note I'll make is this:

When an agent opens Finesse, by default they are accessing a Live Data feed
of their entire team. This will show the usual info of Logged In, Ready,
etc. That sounds nice, but what if your Team is large?

In one migration, we had a remote site with a team of 50 members. Also,
this site had a 6mbit WAN link back to where the servers were located. Now,
there were improvements to be made in both of these areas. However, with
CAD and CSD, there had never been any issues with bandwidth.

We ran the bandwidth calculator, and according to the calculator, we were
supposed to use about 8.8kbps per agent, making a total of 440kbps for all
agents, plus a few supervisors. The bandwidth consumption on day 1 was
about 5mbps (on a 6mbps link). This wreaked havoc on the rest of the
customer's operations (CRM, email, etc).

The long and short of it is this: Cisco did not take into account the Live
Data feeds when creating the bandwidth calculator. We ended up with bug ID
CSCuz74851 that tracks the defect.

Anyway, I know the 50-agent-in-a-team situation is abnormal, but I do think
you need to be aware of it. To workaround the issue, we moved the Agent
Team Summary report to its own tab, and when agents felt they needed to see
it, they could click on it. Otherwise, when not on the front screen, it
wouldn't continue to pull information, thereby conserving bandwidth.

I know this is tangential to the original post, but hope it was helpful.

James

On Fri, Dec 2, 2016 at 3:01 PM, Anthony Holloway <
avholloway+cisco-voip at gmail.com> wrote:

> I was about to blast that document for being really old, but then I
> clicked it, and I now see that it was updated last month.  That's
> encouraging.  At least Spark hasn't stolen the UCCX documentation team away
> from us.
>
> The document is still missing a few key things though.
>
> As one example, CAD use to show the bread crumb trail for the call, so if
> you wanted to know which number they dialed, queue they arrived to you
> from, and if they spoke to any other agents, or were in any other CSQs,
> that was all in CAD by default.  Finesse doesn't have this.  So, you need
> to fake it with Enterprise Data Fields, and it's still not as good, plus
> you have to have some complex scripting using session variables, etc.  It's
> not really practical to expect us Engineers to just boiler plate that in to
> every Finesse greenfield.
>
> Then, there's probably other things you need to consider too, which are
> not exactly a comparison of clients, but rather a list of items which need
> to be addressed on Finesse.  For example, if you're a Supervisor and a
> Reporting person, your Finesse Live Data gadgets will now show every single
> Agent and CSQ, instead of just those for which you supervise.  You'll need
> to follow this reference
> <http://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-express/118823-technote-uccx-00.html>
> to have that corrected.
>
> On Fri, Dec 2, 2016 at 8:55 AM, Pavan K <pav.ccie at gmail.com> wrote:
>
>> http://www.cisco.com/c/en/us/products/collateral/customer-co
>> llaboration/finesse/white-paper-c11-730883.html
>>
>>
>> On Dec 2, 2016 8:47 AM, "JASON BURWELL" <JASON.BURWELL at foundersfcu.com>
>> wrote:
>>
>>> Is there a summary or matrix that shows the feature differences between
>>> CAD and Finesse that would be on UCCX 10.6x? I have seen threads mentioning
>>> some feature deficiencies with earlier versions of Finesse but would like
>>> to know the overall differences on current versions.  Thanks, Jason
>>>
>>>
>>>
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