Hi Sivanesan, i can add

michael.manea1 · ‎01-29-2016

Hi,

i want to know if there is any chance to edit a Live Report from the CUIC which is displayed at the Finesse Desktop Layout.

Thanks

Michael

Deepak Rawat · ‎01-29-2016

Simply No, you cannot edit a Live Data report

Regards

Deepak

michael.manea1 · ‎01-31-2016

Okay, then let me explain what i want to do. Maybe there is another way to solve it.

In the Default view the Agents see their Teammembers, State and the Reason Code.

But the Reason code's are something with 32760, 32761, 32762 and so one.
I want to use the Thresholds to "translate" this.

The problem is not to build such a custom report, the problem is that i don't want to have different kind of reports for all Teams. The logged on Agent should see the Teammembers of all Teams he's member of.

Comparable with the LiveGadget from Finesse.

Thanks & Regards
Michael

Sivanesan Rathinam · ‎02-01-2016

Michael - To answer your below query, Follow the attached Doc to customize the Reports.

But the Reason code's are something with 32760, 32761, 32762 and so one.
I want to use the Thresholds to "translate" this.

The problem is not to build such a custom report, the problem is that i don't want to have different kind of reports for all Teams. The logged on Agent should see the Teammembers of all Teams he's member of.

You can try Edit Default Filter to select the respective Team and create Permalink to use the same in Agent Finesse Live Reports.

SIVANESAN R

michael.manea1 · ‎02-03-2016

Hello Sivanesan,

thank for your reply, i am not sure if we talking about the same.

I want to Change the Reason code at the LiveData Gadget, see attachment below.

Best regards
Michael

Sivanesan Rathinam · ‎02-03-2016

Hi Michael - Reason code are pre-defined which you cannot change.

SIVANESAN R

michael.manea1 · ‎02-04-2016

Hi Sivanesan, i can add additional resason codes but the will not be displayed just the number.

I found it's a but in Finesse, see here:

https://tools.cisco.com/bugsearch/bug/CSCut60153/?referring_site=bugquickviewredir

Deepak Rawat · ‎02-03-2016

The logged on Agent should see the Teammembers of all Teams he's member of.

You cannot configure an agent to be a part of multiple Team, you can configure them to be part of multiple CSQs but then Finesse does not work on the concept of CSQs but on Team basis. Hence your statement does not make much sense in that regard. There is an alternative though which I was able to test in my lab i.e., if you will give reporting rights to an agent then he/she will be able to see all the agents outside their team as well.

Regards

Deepak

michael.manea1 · ‎02-03-2016

Deepak, the only thing i want is to have is a Translation from Reason Code 32xxx to "Agent has been logged out automatically" etc...

See screenshoot below:

In a custom Report i'am able to translate the reason Codes to text.

Regards
Michael

Deepak Rawat · ‎02-03-2016

Ok, I got you so the only requirement that you have is to change the Reason Code from number to something like On Lunch, Training etc that agents can understand in the Agent Team Summary Report on Finesse Desktop.

As you can see yourself that the Edit Views option is not available for this report in fact it is not available for any Live Data report hence you cannot change its description. Only exception to this is Voice CSQ Summary Report that allows to make changes to the name/description, remove/add field etc by going in the Edit Views, however this report does not have the required fields such as Agent Name, Reason Code etc.

Since you have succeeded in creating the custom report showing the description why don't you show that inside Finesse Desktop. Example below, the default layout for Finesse Desktop include below two report Agent CSQ Statistics Report and Agent Team Summary Report in the Home Tab, simply replace your Custom Report with the default report highlighted in bold

<tabs>
            <tab>
                <id>home</id>
                <label>finesse.container.tabs.agent.homeLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=76D964AD10000140000000830A4E5E6F&filterId=AgentCSQStats.csqName=CL%20teamName&compositeFilterId=AgentCSQStats.AgentIds.agentId=loginId</gadget>
                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=5C626F9C10000140000000600A4E5B33&filterId=ResourceIAQStats.resourceId=CL</gadget><gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=5C626F9C10000140000000600A4E5B33&filterId=ResourceIAQStats.resourceId=CL</gadget>
                        </gadgets>
                    </column>
                </columns>
            </tab>
<tab>

In order to know more about this, refer to Add Customized Live Data Gadgets to Desktop Layout section of below Administration Guide that will help you in achieving this:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/config/guide/UCCX_BK_CEC562D1_00_cisco-unified-ccx-administration-guide106.pdf

Once this is done, you can apply the new layout as Default or at the Team level choice is yours. This is the only option AFAIK to do what you want.

Regards

Deepak

michael.manea1 · ‎02-04-2016

Hello Deepak,

thank you for that hint, i tried but the user is not able to see the Report.
Do i have to set a additional permission for the Report and does it also mean each user need's Access to the CUIC to see the Report in Finesse?

Best regards
Michael

Deepak Rawat · ‎02-04-2016

Is that loading up at all inside Finesse Desktop or not. Take a look at below thread, it will help

https://supportforums.cisco.com/discussion/12439041/uccx-finesse-call-history-agent

Regards

Deepak

michael.manea1 · ‎02-04-2016

Deepak,

it's working with a 3rd Party Gadget, but i'am not able to filter on the AgentID
so the Agent is only see the Information for him or his Team.

And a custom Report is not live, so i tought i try your suggestion changing
the ID from a Live Report with a Custom Report.

But then i get this error message in Finesse

Best regards
Michael

Deepak Rawat · ‎02-04-2016

Are you able to open this report normally in the browser or not. Share your XML as well.

Regards

Deepak

michael.manea1 · ‎02-04-2016

Yes i'am able to open it at the browser with no issue.

But as i mentioned i want to "filter" for only Agent or Team.

Here is my XML:

<gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=9CCDB23E100001520001E3C30A9B407F&filterId=ResourceIAQStats.resourceId=CL</Gadget>

When i remove "&filterId=ResourceIAQStats.resourceId=CL" then the Report is working into the Finesse, but the Agents see everything what is prefiltered at CUIC.

Best regards
Michael

Edit CUIC Live Reports