I finally built some gadgets for Cisco Finesse! This gadget enables call center agents to send customers SMS messages from the Finesse interface. Think of all the times you call into a call center and need to write something down, tracking numbers, appointment date/time, confirmation number, ticket number, etc. With this gadget the agent can simply send this info via SMS while you are on the phone. Here are some screen shots of the gadget in action:
This is the default agent gadget. Notice the number and message history are all blank.
When a call is delivered to the agent, the mobile number is populated and any previous message history is loaded. Message templates can also be used to send canned messages.
Supervisors always need to monitor their agents interaction. The supervisor gadget allows them to see all the messages sent by agents in their teams. They can be filtered by team, agent id, phone number, and by search for words in the message body.
The gadget was built using the Finesse API, Cisco’s Tropo SMS service, and Parse for storing interaction history in the cloud!
Once I have the code cleaned up and documented, I will be posting it on github for anyone to download and use.
The gadget and installation instructions are now on github. Let me know what you think.