Using the Finesse REST APIs coupled with the Finesse notifications, which two use cases can be accomplished? (Choose two.)
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A. B. C. D. E.BE.
Sure, I'd be happy to explain the use cases that can be accomplished by using the Finesse REST APIs coupled with the Finesse notifications.
Firstly, Finesse is a web-based agent and supervisor desktop for Cisco contact center solutions that provides a variety of features and functionalities, including call control, agent state management, and contact center reporting.
The Finesse REST API is a set of HTTP endpoints that allow developers to integrate third-party applications with the Finesse desktop. With the Finesse REST API, developers can retrieve data and perform actions on behalf of agents and supervisors, such as retrieving call and agent data, updating agent state, and initiating calls.
Finesse notifications are a real-time mechanism for delivering events to third-party applications. The notifications are delivered via web sockets and allow developers to receive updates in real-time when specific events occur in the contact center system.
Now, let's look at the two use cases that can be accomplished by using the Finesse REST APIs coupled with the Finesse notifications:
By using the Finesse REST APIs, a developer can retrieve information about the agent's state, the call being handled, and the dialog information. By using Finesse notifications, a developer can receive real-time updates about the agent state and the call being handled. Combining these two technologies, a developer can create a monitoring application that captures the agent's states and dialog information of every agent in the contact center system. This can be used to monitor agent performance and ensure compliance with regulatory requirements.
Using the Finesse REST APIs, a developer can perform call control actions on behalf of the agent, such as making outbound calls, transferring calls, and placing calls on hold. With the Finesse notifications, a developer can receive real-time updates about call events, such as when a call is connected or disconnected. By using these two technologies, a developer can create a custom agent desktop that has call control, workflows, and client logging. This can be used to streamline agent workflows and provide a more customized agent experience.
In summary, the Finesse REST APIs coupled with the Finesse notifications can be used to develop a secure monitoring application that captures the agent's states and dialog information and to develop a fully functioning custom agent desktop that has call control, workflows, and client logging.