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New Member

UCCX 10.5 - Finesse Supervisors see all teams, queues, agents, etc

This is a new build using 10.5 and Finesse.  Every supervisor is able to see every UCCX agent, queue, etc. even though they're in no way associated with them.

Each team has one supervisor and one queue.  Only the agents that are on that team have that skill assigned to them.  

But for some reason, when (for example) the Customer Service supervisor signs in she can see not only her own team, queue, etc. but also every member and the queue for IT and Payments.  The payments supervisor can see everything for IT and Customer Service.   The Customer Service supervisor can see everything for IT and Payments, etc.  

Have I missed a step?  I assumed supervisors could only see real-time stats for their team's agents and queues.  

Everyone's tags (3)
27 REPLIES
New Member

bump

bump

New Member

I am having this same issue

I am having this same issue with a customer. Where you able to get any resolution on this or still no response?

 

Thanks,

EK

New Member

I have an open ticket in with

I have an open ticket in with TAC, but I haven't had much time to work with them on it lately.  If I find anything out I will post it.

New Member

I just tried editing the

I just tried editing the reports that are displayed for the specific teams with no luck (as of yet).... For instance, I made a copy of the "Team Summary Report" (that is displayed on the "Team Data" tab), and filtered it for only one of the teams. I took that report id from the views (in CUIC) and applied it to that specific team's Desktop view (in cfadmin).... And I'm not sure if the view didnt work because it takes a while for this to update (15-30 minutes), and restarting the Tomcat Services is not an option right now, or if this is a result of the LiveDataGadget.jsp coding.

 

Will let you know if this ends up working.

 

 

New Member

Any luck on this? 

Any luck on this?  Experiencing the same problem.

 

edit:  I did just find this in my search:

http://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-express/118823-technote-uccx-00.html

New Member

Hi All,M-lehmann post fixed

Hi All,

M-lehmann post fixed it for me,

In a nut shell you need to  do a find and replace on the following 2 fields under the supervisor tab in the default page layout on the fineness admin gui. The %20teamName tells uccx to only look at the supervisors teams details.

 

VoiceIAQStats.esdName=CL</   replace with VoiceIAQStats.esdName=CL%20teamName</

 

 

ResourceIAQStats.resourceId=CL</   replace with ResourceIAQStats.resourceId=CL%20teamName</

New Member

i was never able to actually

i was never able to actually get this to work.

 

can you post more details on what you did, specifically, please?

New Member

Sure, Below is the snippet

Sure, Below is the snippet from the default desktop layout.

 

I have made the sections I edited in bold and underlined.  If you are using custom Layout per team you will have to make these change on each of them   

 

I didn't have to change  second gaget under the queueData tab. Make sure you amend the supervisor tabs as these are duplicated under agent.

            <tab>

                <id>manageTeam</id>

                <label>finesse.container.tabs.supervisor.manageTeamLabel</label>

                <columns>

                    <column>

                        <gadgets>

                            <gadget>/desktop/gadgets/TeamPerformance.jsp</gadget>

                        </gadgets>

                    </column>

                </columns>

            </tab>

            <tab>

                <id>teamData</id>

                <label>finesse.container.tabs.supervisor.teamDataLabel</label>

                <columns>

                    <column>

                        <gadgets>

                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=450&viewId=7291DCB410000140000000890A4E5B33&filterId=ResourceIAQStats.resourceId=CL%20teamName</gadget>

                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=450&viewId=728283C210000140000000530A4E5B33&filterId=ResourceIAQStats.resourceId=CL%20teamName</gadget>

                        </gadgets>

                    </column>

                </columns>

            </tab>

            <tab>

                <id>queueData</id>

                <label>finesse.container.tabs.supervisor.queueDataLabel</label>

                <columns>

                    <column>

                        <gadgets>

                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=C8E2DB1610000140000000A60A4E5E6B&filterId=VoiceIAQStats.esdName=CL%20teamName</gadget>

                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=9A7A14CE10000140000000ED0A4E5E6B&filterId=VoiceCSQDetailsStats.agentId=CL&compositeFilterId=VoiceCSQDetailsStats.AgentVoiceCSQNames.agentVoiceCSQName=CL</gadget>

                        </gadgets>

                    </column>

                </columns>

            </tab>

            <tab>

- See more at: https://supportforums.cisco.com/discussion/12266821/uccx-105-finesse-supervisors-see-all-teams-queues-agents-etc#comment-10485736

New Member

I was able to get this %20 to

I was able to get this %20 to work for one team.  How does this work with multiple teams?  I'm a supervisor for multiple teams how do i filter down to say 3 or 4 teams?

New Member

I have not tried it but could

I have not tried it but could you not duplicate the same gadget for the different team,

So for 3 teams called support, HR and Sales 

 

                        <gadgets>

                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=C8E2DB1610000140000000A60A4E5E6B&filterId=VoiceIAQStats.esdName=CL%20Support</gadget>

                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=9A7A14CE10000140000000ED0A4E5E6B&filterId=VoiceCSQDetailsStats.agentId=CL&compositeFilterId=VoiceCSQDetailsStats.AgentVoiceCSQNames.agentVoiceCSQName=CL</gadget>

                        </gadgets>

 

                        <gadgets>

                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=C8E2DB1610000140000000A60A4E5E6B&filterId=VoiceIAQStats.esdName=CL%20HR</gadget>

                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=9A7A14CE10000140000000ED0A4E5E6B&filterId=VoiceCSQDetailsStats.agentId=CL&compositeFilterId=VoiceCSQDetailsStats.AgentVoiceCSQNames.agentVoiceCSQName=CL</gadget>

                        </gadgets>

 

 

                        <gadgets>

                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=C8E2DB1610000140000000A60A4E5E6B&filterId=VoiceIAQStats.esdName=CL%20Sales</gadget>

                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=9A7A14CE10000140000000ED0A4E5E6B&filterId=VoiceCSQDetailsStats.agentId=CL&compositeFilterId=VoiceCSQDetailsStats.AgentVoiceCSQNames.agentVoiceCSQName=CL</gadget>

                        </gadgets>

New Member

I can see that working if all

I can see that working if all Supervisors were Sups of the same teams.

 

What if i have 4 teams (a,b,c,d) and 3 supervisors.

Sup1- is sup of A & B

Sup2- is sup of C & D

Sup3 - is sup of A & C & D

 

Doesn't seem to be a good way to do this....

Cisco Employee

Hi, Please go through the

Hi,

 

Please go through the below post that talks about this in all the details that you would want to know along with the steps you need to perform in order to get it going:

 

https://supportforums.cisco.com/document/12417216/uccx-finesse-supervisor-desktop-showing-all-queues

 

Regards

 

Deepak

New Member

Do we still need to do this

Do we still need to do this for 10.6 & 11.0? Or it has been fixed from the base install?

Thanks!

-JT-

Cisco Employee

JT,

JT,

This is not some defect but more of a Design constraint that how Finesse Supervisor Desktop will behave if you assign the Reporting rights as well to the Supervisor, you will still need to do the workaround for v10 and 11. Check below Technote for more details:

http://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-express/118823-technote-uccx-00.html

Regards

Deepak

New Member

Hello!

Hello!

This post was very helpful!

I made the changes as indicated to the Default Layout and was successful, with the exception of the "Voice CSQ Agent Detail Report" on the Queue Data tab.  It stilled showed data for all Agents/queues.  When I updated it with the CL%teamName variable, it showed no data at all.  

 I believe it is this section:

 <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=9A7A14CE10000140000000ED0A4E5E6B&filterId=VoiceCSQDetailsStats.agentId=CL&compositeFilterId=VoiceCSQDetailsStats.AgentVoiceCSQNames.agentVoiceCSQName=CL</gadget>

Is there a way to update that specific gadget with a Team filter? XML isn't my strong suit, so any help you can provide would be appreciated.

Regards,

Melinda

Cisco Employee

Melinda,

Melinda,

Can you apply the attached XML to the required Team Desktop Layout under the Team Resources tab and see if it helps. Don't forget to check Override System Default box and only then you will be able to apply a modified XML.

Regards

Deepak

- Do Rate Helpful Posts -

New Member

No luck with that XML. 

No luck with that XML. 

Under Team Resources I selected the Override System Default for that Team, and pasted the .xml contents into the Desktop Layout Configuration.  However, the Supervisor for that team still sees all Agents under the "Voice CSQ Agent Detail Report".

Melinda

Cisco Employee

Hi Melinda,

Hi Melinda,

I think I have managed to find the gotcha in XML. Below is the section that you correctly identified will need to be changed under Queue Data tab. There are two entries for CL in this line but only the first one will need to be modified and then it will work fine

<gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=9A7A14CE10000140000000ED0A4E5E6B&filterId=VoiceCSQDetailsStats.agentId=CL%20teamName&compositeFilterId=VoiceCSQDetailsStats.AgentVoiceCSQNames.agentVoiceCSQName=CL</gadget>.

Attanching the working XML from my lab as well.

Regards

Deepak

New Member

That did the trick for

That did the trick for filtering the Voice CSQ Agent Detail Report.  Thank you Deepak!

-Melinda

New Member

Hi Deepak,

Hi Deepak,

I copied above script in the Finesse Admin -> Team Resources -> under specific teams. It works but i have one problem.

My supervisor is primary supervisor for 2 teams. But I only see 1 team in Team Data and Queue Data in the supervisor Finesse login.The team he sees is what is configured in Resource config -Team. If i change this to other team he sees the other team. Can you please suggest what changes I need to make so that supervisor sees both the teams.

Thanks

Varun

Cisco Employee

Varun, this will require

Varun, this will require duplication of the gadget so that supervisor can see agents for all his teams he/she is part of. Use the attached XML for that purpose and it will work fine then.

Regards

Deepak

New Member

Hi Deepak, i tried the

Hi Deepak, i tried the attached config but it didn't worked. I pasted the XML in Finesse Admin page-> Team resources -> under both the teams i changed the Desktop Layout but still only able to see the Team defined in the resource configuration page.

New Member

Hi Deepak, :)

.

New Member

Actually this is possible now

Actually this is possible now. See this TechNote: UCCX Finesse Supervisor Desktop Shows All Queues and All Logged in Agents

Here is a snippet from the technote:

  • When only CL is used within the URL, the report contains values for all of the collections for which the supervisor has permission.

  • When CL%20teamName is used within the URL, the teamName is replaced with the actual name of the team of which the supervisor wants to see data for; thus, only the data for teamName is displayed. The teamName in the URL is a placeholder and is replaced by the actual value that is passed by Finesse to the CUIC gadget code before it is sent to the CUIC server. If the supervisor wants to see data for multilple teams, say 'N' number of teams, CL%20teamName1,%20teamName2,...,%20teamNameN must be used.

  • When CL%20blue is used within the URL (with the assumption that blue is the actual team name), only the values that belong to the blue collection are displayed.
  • When CL%20blue,%20red is used within the URL (with the assumption that blue and red are actual team names), only the values that belong to the blue collection and the red collection are displayed.

Example: This URL will show data for teams "red" and "blue" only

<gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?

gadgetHeight=620&viewId=7291DCB410000140000000890A4E5B33

&filterId=ResourceIAQStats.resourceId=CL%20blue,%20red</gadget>

Apparently this also works for filtering certain CSQ's for Queue gadgets, not just Team gadgets.

(Please rate helpful posts!)

New Member

Re: I have not tried it but could

I just went through this this issue so I wanted to share my results.

I have 2 teams

TITLES and LOAN SERVICING

Make sure that the supervisors have superviser access to both teams

I ran into issues because one of my teams (LOAN SERVICING) is two words, if you have multilbe teams and one happens to be 2 words Here is the format:

CL%20TITLES,%20LOAN%20SERVICING

A tac engineer helped me figure this out.

Hope this helps.

For Example: My Queue Gadget

<id>queueData</id>
<label>finesse.container.tabs.supervisor.queueDataLabel</label>
<columns>
<column>
<gadgets>
<gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=A234A9411000015B000002AB0A14C879&filterId=VoiceIAQStats.esdName=CL%20TITLES,%20LOAN%20SERVICING</gadget>
<gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=9A7A14CE10000140000000ED0A4E5E6B&filterId=VoiceCSQDetailsStats.agentId=CL%20TITLES,%20LOAN%20SERVICING&compositeFilterId=VoiceCSQDetailsStats.AgentVoiceCSQNames.agentVoiceCSQName=CL</gadget>

 

 

New Member

Using the %20 method worked

Using the %20 method worked for me as well. This was a great write-up!!

New Member

Sure, Below is the snippet

Edit

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