Upstream Works on Finesse (UWF)
What is Upstream Works on Finesse (UWF)?
Upstream Works on Finesse (UWF) is an omnichannel single agent desktop for all channels and applications within Cisco Finesse and Cisco platforms including UCCE, PCCE, HCS, UCCX, and WCC.
Cisco Finesse is the browser-based agent desktop used with Cisco contact center platforms. UWF was the Upstream Works desktop built for that environment, bringing channels and applications together in one omnichannel workspace for agents on Cisco platforms such as UCCE, PCCE, HCS, UCCX and WCC.
The broader idea applies to any Cisco contact center: agents work more efficiently when channels, customer information and applications sit in one place rather than in separate tools alongside the phone controls. Organizations evaluating desktops in a Cisco environment usually consider which Cisco platforms are supported, how the desktop fits with Finesse, and how much switching between applications remains for agents during a typical contact.
Related: Cisco Finesse agent desktop, Single agent desktop, UWF standard historical reports, Totalix, the current platform.