Finesse Supervisor Desktop shows all the CSQ information under the Voice CSQ Summary Report. This is an embedded Live Data Gadget which pulls the information from CUIC.
It has been observed that all the supervisors are able to see all the queues irrespective of the teams that they are assigned to. This becomes quite a problem in the Call Center Environment.
UCCX 10.0 onwards
The reason for this is that the Supervisor may also be configured as a Reporting User.
When the Supervisor is also made a Historical Reporting user, he/she gets assigned to the "AllUsers.ReportingUsers" group, thereby changing his/her accessible list of collections (their viewing scope). Since Finesse pulls the data for Voice CSQ Summary Report from CUIC live data, it will display the CSQ entries corresponding to the scope of the Supervisor (which is now all CSQs since he/she is also a reporting user).
By default, the Supervisor is given access to only Live Data reports documented in:
Does this mean that we need to wait until the issue is fixed?
As a bit of a workaround for this issue for everyone we can modify the Finesse Desktop to show the specific team the supervisors want by modify the XML layout via Finesse Admin. We need to modify the URL for each of the gadgets, for instance.
1. When you only use CL in the Url -> The report will contain values for all the collections the supervisor has permission on.
2. When it is CL%20teamName -> teamName will be actually replaced by actual teamName the supervisor belongs to. So all values of the teams he belongs to will be displayed. teamName is a placeholder and will be replaced by the actual value passed by finesse to cuic gadget code before sending to Cuic server.
3. CL%20Team1 (Assuming Team1 is actual team name) - Will display values belonging to Team1 collection.
We need to modify the same thing for the CSQ gadgets as well. More information on the Gadget URL and the Gadget definitions for the Live Data are provided in the Administration Guide:
Note: When this workaround is used, then it should be assessed carefully and the modification needs to be done on the Desktop Layout at the Team Level. We can Override the System Default Layout at the Teams and then work on the layout on the team level.