09-17-2014 12:28 PM
Hello,
With Cisco Agent Desktop, each agent could view their queue related real-time/historical statistics, as well as their personal statistics.
In Finesse, I can utilize CUIC Sample Gadget and create a permalink for the queue related statistics. Is it possible to show an agent's personal statistics as well?
Thank you!
09-18-2014 06:10 AM
You can show agent level statistics using a CUIC gadget but I don't think that's a scalable solution. You would either have a report showing all agent statistics or you would need an individual permalink for every agent. It does not appear that you can pass parameters using a permalink.
Another option would be to create your own gadget which pulls the agent stats from the HDS.
09-18-2014 07:53 AM
You may be able to create a CUIC permalink for a specific agent. I suggest you post your question in the reporting forum
https://communities.cisco.com/community/developer/collaboration/contact-center/reporting
09-18-2014 08:07 AM
Thank you both. CUIC permalink for a specific agent... How would that work if the layouts are by team?
09-18-2014 09:10 AM
If it's possible you would have to set the permalink programmatically in the CUIC.js file. i.e. Lookup the users extension and match it to a permalink to return.
Maybe try the getExtension() method of the finesse.restservices.User Class.
09-24-2014 08:48 AM
It looks like you can pass parameters into CUIC permalinks.
i.e. //localhost:8444/cuic/permalink/PermalinkViewer.htmx?viewId=5BC22D1C1000013C61E3571D0A4E5AF5&linkType=htmlType&viewType=Grid&@agent_list=14527,14537
You would still need to build the link programmatically in the the CUIC.js file.
09-24-2014 09:06 AM
Thanks Mark. However if we have 50+ agents, that would mean 50 separate CUIC permalinks correct?
I imagine that would cause system performance issues for CUIC.
09-24-2014 09:11 AM
It would only be one report and permalink, an agent level report that is filtered by Agent. You would then just modify the permalink URL to include the agents ID as a parameter. I believe this should be possible in the CUIC.js file but I have not done so yet myself. I'd be curious how it works if you give it a try.
06-21-2016 09:05 PM
passing parameters to permalink will required authentication to view the reports.
Anybody tried using auto login ? or auto authentication to CUIC to resolve the issue?
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