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Excerpt

Cisco Finesse integration for Jira helps agents by displaying additional information about user when call arrives:

  • Created issues by reporter(this feature should be configure by Jira administrator)

  • User assets from Insight - Asset Management plugin

Also, our plugin allows create issue from call page with defined reporter.

Finesse administrator should configure Cisco Finesse workflow to open browser window when Finesse agent take a call. Jira administrator should configure JQL requests to display relevant issue for agent or IQL requests for searching user by phone number and/or display user’s assets