topic Webex Contact Center - integrate custom Reports into the Agent Desktop in Webex Administration

Webex Contact Center - integrate custom Reports into the Agent Desktop

pescla — Fri, 15 Mar 2024 08:40:07 GMT

I know that you can view some Team/Queue live reports in the Agent Desktop, and i know you can customize the Agent desktop via .json Layout.

But i could not find any configuration that directly links the big reporting stuff from the Customer Journey Analyzer to the Agent Desktop - i created a custom Visualization and a custom Dashboard, but cant see any way to add those reports to the Desktop.

I did see that you can export the Visualizations - but only as Excel and XML, so i dont know how (if it works at all) to implement that into the .json file for the layout.

Is this possible at all? We have an upcoming WxCC POC with a big customer looking to move away from on-prem CC and they are very interested in reports that are directly visible for the Agent

PS - i posted this in the Webex Administration forum, since there doesnt seem to be a category here for Webex Contact Center, hope it still fits.

Re: Webex Contact Center - integrate custom Reports into the Agent Des

kgroves42 — Fri, 15 Mar 2024 10:25:12 GMT

Hello,

You should be able to add the Report using iframes within the desktop json file. Here is a link that explains and gets you started using custom desktops

https://webexcc.github.io/pages/Agent/#custom-desktop-layout

Here is a snipit of what I used to add a report to the agents desktop. the key is adding the tId and rId of the custom report in the url you add to the json desktop file.

"navigation": [
{
"nav": {
"label": "Real Time Idle Codes",
"icon": "/app/images/wxm.bcd45cc3.svg",
"iconType": "other",
"navigateTo": "Statistics",
"align": "top"
},
"page": {
"id": "Statistics",
"widgets": {
"comp2": {
"comp": "agentx-wc-iframe",
"attributes": {
"src": "https://analyzer-v2.wxcc-us1.cisco.com/analyzer/view/visualization?tId=55341###&rId=2454###"
}
}
},
"layout": {
"areas": [
[
"comp2"
]
],
"size": {
"cols": [
1
],
"rows": [
1
]
}
}
}
},

Hope that helps

Re: Webex Contact Center - integrate custom Reports into the Agent Des

pescla — Fri, 15 Mar 2024 10:50:31 GMT

Just what i was looking for, looks very dynamic and adaptable, thanks

Re: Webex Contact Center - integrate custom Reports into the Agent Des

kgroves42 — Fri, 15 Mar 2024 11:01:53 GMT

Also just found this, here is a better example for what you are trying to do.

https://github.com/WebexSamples/webex-contact-center-api-samples/tree/main/widget-samples/iframe-widget-sample

Re: Webex Contact Center - integrate custom Reports into the Agent Des

pescla — Fri, 15 Mar 2024 11:15:07 GMT

cant believe there are spam bots even on the cisco forum nowadays, dead internet theory is getting real