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Cisco Finesse questions

hello support community

i have 2 questions regarding the operation of Cisco Finesse 11.0.

1. Is there a way to show a detailed list of calls in queue for a particular CSQ? i would like to see the list with the caller id numbers in the queue.

2. Is there some way to enable auto login for agents? so they don't have to open the web browser and set their state to "Ready".

Many thanks in advance

best regards,

Everyone's tags (3)
1 ACCEPTED SOLUTION

Accepted Solutions
Cisco Employee

1. Is there a way to show a

1. Is there a way to show a detailed list of calls in queue for a particular CSQ? i would like to see the list with the caller id numbers in the queue.

Answer: This should be possible, refer below post that talks about displaying a historical report within Finesse Desktop. Below example talks about Contact Service Queue Activity Report but you will need to use Detailed Call CSQ Agent for this purpose that shows ANI information as well, steps will remain the same

https://supportforums.cisco.com/discussion/12960046/csq-asa-finesse#comment-11284396

2. Is there some way to enable auto login for agents? so they don't have to open the web browser and set their state to "Ready".

Answer: This is not possible

Regards

Deepak

3 REPLIES 3
Cisco Employee

1. Is there a way to show a

1. Is there a way to show a detailed list of calls in queue for a particular CSQ? i would like to see the list with the caller id numbers in the queue.

Answer: This should be possible, refer below post that talks about displaying a historical report within Finesse Desktop. Below example talks about Contact Service Queue Activity Report but you will need to use Detailed Call CSQ Agent for this purpose that shows ANI information as well, steps will remain the same

https://supportforums.cisco.com/discussion/12960046/csq-asa-finesse#comment-11284396

2. Is there some way to enable auto login for agents? so they don't have to open the web browser and set their state to "Ready".

Answer: This is not possible

Regards

Deepak

Re: 1. Is there a way to show a

HI Deepak, is it required to have SocialMiner to run web chat function with UCCX and Cisco Finesse ? 

On the UCCX srnd web chat is separate from social miner , so I assume I can deploy web chat without social miner , correct? And Cisco Finesse document dont mention SocialMiner too... I am confused 

VIP Advisor

Re: 1. Is there a way to show a

Your #1 Answer does not show calls in a queue though. I do believe a live data gadget would be required to meet this requirement, however, I also believe, that UCCX+CUIC is not capable of showing this data. In fact, not even the Real Time Reporting Tool can show this data.

Anthony Holloway

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