The layout the agent sees depends on the call coming in rather than configuration on the agent. The layout is set in the script using the Set Enterprise Call Info step.
To display a custom layout on CAD: a. Create a new layout in Cisco Desktop Administrator (CDA) by clicking the Add button under Layout List.
b. In the Cisco Unified CCX workflow, in the Expanded Call Variables tab of the Set Enterprise Call Info step, create an ECC variable called "user.layout" and set its value to the name of the custom layout created in (1).
This is from page 99-100 in the Editor Step Reference-
These are the paths to get to each CCX logs through CLI. They may be helpful if you are having issues accessing RTMT or downloading logs through it.
If you want to download them you have to prefix "file get " and you can add one of the options (re...