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UCCX Finesse Supervisor Desktop showing all Queues

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ISSUE:

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.

VERSION:

UCCX 10.0 onwards

REASON:

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:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/user/guide/UCCX_BK_UFF59C60_00_uccx-report-user-guide-106.pdf

ENHANCEMENT:

This issue has been tracked as an enhancement defect which is catered under

https://tools.cisco.com/bugsearch/bug/CSCus17605/?reffering_site=dumpcr

Does this mean that we need to wait until the issue is fixed?

WORKAROUND:

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.

<https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId
=A66DD5561000014600001A310A648114&filterId=ResourceIAQStats.resourceId=CL%20teamName >

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:

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

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.

Comments
VIP Engager

Hi Arundeep,

Thank you for this document and it helped me to resolve the customer issue. Just for the information to other engineers, following are the default Desktop Layout URLs  under "Team Data" and "Queue Data":

Team Data URL:

 <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=620&viewId_1=7291DCB410000140000000890A4E5B33&filterId_1=ResourceIAQStats.resourceId=CL&viewId_2=728283C210000140000000530A4E5B33&filterId_2=ResourceIAQStats.resourceId=CL</gadget>

Queue Data URL:

<gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=620&viewId_1=C8E2DB1610000140000000A60A4E5E6B&filterId_1=VoiceIAQStats.esdName=CL&viewId_2=9A7A14CE10000140000000ED0A4E5E6B&filterId_2=VoiceCSQDetailsStats.agentId=CL&compositeFilterId=VoiceCSQDetailsStats.AgentVoiceCSQNames.agentVoiceCSQName=CL&viewId_3=C8EF510810000140000000EB0A4E5E6B&filterId_3=VoiceIAQStats.esdName=CL&viewId_4=C8EE241910000140000000C30A4E5E6B&filterId_4=VoiceIAQStats.esdName=CL</gadget>

Change "CL" in the Url to "CL%20teamName".

After the change, following are the URLs:

Team Data URL:

<gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=620&viewId_1=7291DCB410000140000000890A4E5B33&filterId_1=ResourceIAQStats.resourceId=CL%20teamName&viewId_2=728283C210000140000000530A4E5B33&filterId_2=ResourceIAQStats.resourceId=CL%20teamName</gadget>

Queue Data URL:

<gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=620&viewId_1=C8E2DB1610000140000000A60A4E5E6B&filterId_1=VoiceIAQStats.esdName=CL%20teamName&viewId_2=9A7A14CE10000140000000ED0A4E5E6B&filterId_2=VoiceCSQDetailsStats.agentId=CL%20teamName&compositeFilterId=VoiceCSQDetailsStats.AgentVoiceCSQNames.agentVoiceCSQName=CL%20teamName&viewId_3=C8EF510810000140000000EB0A4E5E6B&filterId_3=VoiceIAQStats.esdName=CL%20teamName&viewId_4=C8EE241910000140000000C30A4E5E6B&filterId_4=VoiceIAQStats.esdName=CL%20teamName</gadget>

Replace old URLs with new URLs in the Desktop Layout XML file. This will resolve the issue mentioned in this post.

Thanks,

Vaijanath S

Cisco Employee

I have added to the workaround for CSCus17605 to reflect how supervisors can see team members and CSQs from multiple, specific teams (as opposed to just one).

I will include the workaround below for reference.

WORKAROUND:

As a bit of a workaround for this issue we can modify the Finesse Desktop to show the specific
team data and queue data the supervisors want by modifying the XML layout via Cisco Finesse
Administration page. We need to modify the URL for the teamData and queueData gadgets on
a team by team basis.

To modify the URLs on a team by team basis:
1. Go to the Cisco Finesse Admin page
2. Click on the Team Resources tab
3. Click on the name of the team the supervisor is part of under the list of teams.
Note that the supervisor needs to be an assigned resource of the team for this workaround to work.
4. By "Desktop Layout Configuration", check the "Override System Default" checkbox so that this
desktop layout is used instead of the global layout configured in the "Desktop Layout" tab.
5. Edit the URL as explained below.


For the supervisor to filter data based on the 'N' number of teams they supervise, they need to concatenate %20team_1,%20team_2,…,%20team_N to all CL statements in the gadget URLs. i.e. Replace CL with CL%20team_1,%20team_2,…,%20team_N. Where team_1 is an actual name of a team, and team_2 is another actual name of a team, etc. Don't put any spaces in the URL. This is not allowed in XML code.

For example, if a supervisor that is a resource of team "blue" wants to see team data for members of team "blue", and team "red", but not the other team data for agents not in these two teams. You will need to edit the teamData URL for team "blue" to the following:

TEAM DATA GADGET CODE TO EDIT IN ?TEAM RESOURCES? IN THE FINESSE ADMIN PAGE:

<id>teamData</id>
<label>finesse.container.tabs.supervisor.teamDataLabel</label>
<columns>
<column>
<gadgets>
<gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=620&viewId_1=7291DCB410000140000000890A4E5B33&filterId_1=ResourceIAQStats.resourceId=CL%20blue,%20red&viewId_2=728283C210000140000000530A4E5B33&filterId_2=ResourceIAQStats.resourceId=CL%20blue,%20red</gadget>

Likewise, if a supervisor that is a resource of team "blue" wants to see CSQ data for the CSQs assigned team "blue", and team "red", but not the other CSQ data for CSQs not assigned to these two teams. You will need to edit the queueData URL for team "blue" to the following:

QUEUE DATA GADGET CODE TO EDIT IN ?TEAM RESOURCES? IN THE FINESSE ADMIN PAGE:

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

<columns>
<column>
<gadgets>

<gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=620&viewId_1=C8E2DB1610000140000000A60A4E5E6B&filterId_1=VoiceIAQStats.esdName=CL%20blue,%20red&viewId_2=9A7A14CE10000140000000ED0A4E5E6B&filterId_2=VoiceCSQDetailsStats.agentId=CL%20blue,%20red&compositeFilterId=VoiceCSQDetailsStats.AgentVoiceCSQNames.agentVoiceCSQName=CL%20blue,%20red&viewId_3=C8EF510810000140000000EB0A4E5E6B&filterId_3=VoiceIAQStats.esdName=CL%20blue,%20red&viewId_4=C8EE241910000140000000C30A4E5E6B&filterId_4=VoiceIAQStats.esdName=CL%20blue,%20red</gadget>

Additional Comment:
When you only use CL (CL=collection) in the Url -> The report will contain values for all the
collections the supervisor has permission on. A reporting user has permissions to all collections.

Hello,

What can we do if the team name contains space characters.  Example : team name = Bob Hope.

Thanks,

Cisco Employee

Hi Celine,

There is a workaround of adding %20 between Bob and Hope. You can also refer to the actual document here:

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

Regards,

Arundeep

Bob Hope is one team name

Cisco Employee

resourceId=CL%20Bob%20Hope

Regards,

Arundeep

Yes it works.  Thanks

Beginner

So, I have a question regarding the Voice CSQ Summary, Since Midnight report (viewId=C8EF510810000140000000EB0A4E5E6B). I'm using the filter string of filterId=VoiceIAQStats.esdName=%CL20teamName. This supervisor that is logged in is the supervisor of two teams. That filter string is only showing the Voice CSQ Summary for one of the teams, not both. Anyone know how to show more than one CSQ Summary Report for multiple teams without statically setting the esdName to all of the teams explicitly, like team1, team2, team3. etc...

Below is the entire gadget statement.

<gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=100&viewId=C8EF510810000140000000EB0A4E5E6B&filterId=VoiceIAQStats.esdName=CL%20teamName</gadget>

Cisco Employee

Hi Joel,

The gadget URL is cut off, but, yes, you will have to set the multiple teams statically as explained in this TechNote:

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

Cheers!

Jared

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