Ability of Finesse Admin account - to update User / Dialogs

[Gerry O'Rourke]

The Finesse API only allow the user or the supervisor update the user, such as change agent state.

Only the user can also change or update its own dialogs.

This makes the ability of making very useful apps difficult - as you need to be aware of the agents password.

Can we please get the Admin account or a special admin account that really has full admin access - to be able to access or change anything?

Example App - force an agent to Ready - this is useful for a AgentCallBack app - which allows escalation from chat to voice.

Customer enters a unique 6 digit ID (which the agent created via a Finesse Gadget and provided to the customer) - the customer then calls in and the call queues at that Agent at Priority 1 - CVP then changes the voice state of the agent to Ready so it gets the call (and no other calls that might be in the queue).

I have this all working - but it relies on using the agents username in the Finesse API - instead of the Admin - meaning we are reliant on knowing the agents password - which is not ideal.

Regards,

Gerry

[dekwan]

Hi Gerry,

I have forwarded your request to the Finesse product owner.

Thanx,

Denise

[Gerry O'Rourke]

Thanks Denise.

[upchaurasia]

Hi Gerry,

A dummy supervisor account which belongs to all team can suffice your state change requirement. Check if this helps you.

Thanks & Regards,

Umesh

[david.macias]

That's generally the work around, but doesn't scale when you have large call centers and a large number of real supervisors. Ultimately, not being able to have admin rights across all objects is a silly decision.

david

[Gerry O'Rourke]

This doesn't work for PCCE / UCCE - which support 2000 agents (and upwards) but an Supervisors can only manage up to 20 teams and a team can supports a max of 50 agents and even with the most ideal sizing of 50 agents in every team, its a max of 1000 agents be controlled by a single supervisor.

The correct solution is to have a full admin API user, i.e. the enhanced user - but this is simply not yet available.

This is such a pain the way it is now, hopefully this could be fixed in a COP file to 12.X Finesse.

e.g. a special dedicated API admin user - with full admin access - sperate to the GUI admin account.

The other advantage here would be that the dev admin enhanced user account would not be able to lock out the standard (used by GUI admin account) etc. (or vice versa).

Having a single admin account in itself an issue - but I would be happy with any solution that could give us a full admin api access.

Gerry

[bill.king1]

Hi, I'm sure you already know this but a supervisor can control more than 20 teams/1000 agents. It isn't technically supported but it does work.
Have you submitted a Cisco enhancement request to see if they'll consider setting up an overall admin account for what you're looking to do?

[Gerry O'Rourke]

Bill,

But in PCCE (unlike UCCE) you are not allowed to assign that many - i.e. restricted by  GUI.

Yes - I created a request - its marked as "Future Consideration" - give it a Vote!

https://ciscocollaboration.ideas.aha.io/ideas/COLLAB-I-12848

Gerry

[MykhailoMS]

Hi @upchaurasia , but I can't change state of agent non-voice Dialog by superuser...