CUIC report in Finesse gadget (iframe).

[e.gailiss]

Hi!

Finesse 11.6(1) and CUIC 11.6(1). Sorry for long post.

My goal is to create a Finesse gadget that shows agent states for other team - not the team that agent is in. I created a "custom" report based on "Agent Team Real Time" report. Only customization I made is, I pre-selected teams I need to show and removed initial filter dialog. I created HTML permalink to my report and used in gadget based on sample gadget on Finesse devnet - "CUIC sample gadget". The report showed up, but i was empty - without any data.

I launched the same permalink in separate tab and it was populated. To keep story short, it seems that CUIC permalink application has problems fetching data when report is in iframe. This happens even outside Finesse gadget.

For testing I created simple test page that just opens permalink in iframe after i press a button. Looking at the browser console logs I see that, after all the necessary javascript is loaded from CUIC, report execution is requested and CUIC responds with dataset ID. Report runner requests data from CUIC using this dataset ID, but for some reason adds some additional characters to URL and CUIC responds 404 - Not found.

As a result some variable remains uninitialized ("status is undefined" in console) and report contains no data.

I'm attaching html page I created for testing and screenshots - how report looks inside iframe and on its own. Also, I'm attaching CUIC 404  response to dataset request.

Anyone tried CUIC running reports in gadget ? Maybe I'm doing something wrong, but I cannot imagine what.

Any help is very much appreciated.

Ervins

[dekwan]

Hi Ervins,

Thank you for investigation into this. You are actually the second person who has run into this issue (specifically for 11.6) and the CUIC team is currently debugging the problem for the first instance. I will pass them the information you have provided as additional logs.

For the other individual who has this issue, the CUIC team had asked them to open a TAC case. At this time, there is no solution or workaround as the investigation is still ongoing. You are free to open a TAC case as well or you can stay put until a solution/fix/etc is ready. (I am in the loop on the first instance so I would get informed if there is any news).

Thanx,

Denise

[e.gailiss]

Hi Denise,

I actually tried opening TAC case regarding this, but I was basically turned down as soon as word "custom" was mentioned. The case I had is 683395214. If you or anyone else is willing work with me within the case, I'm more than happy to do so.

Ervins

[dekwan]

Hi Ervins,

Sorry about getting turned down on this case. We have asked for your case to remain open. The team is currently debugging the issue for the other individual. They will reach out to you if they need additional logs. I will update you when I hear any news on this.

Thanx,

Denise

[vesane]

Can you check in the report on any of its view if sorting is enabled?

Even in the report's XML you can confirm that by seeing any <sortingFieldId>  tag exists like below.

[vesane]

I mean as

<sortOrder>ASC</sortOrder>

<sortingFieldId>2005AA2310000160000001A90A4E5B19</sortingFieldId>

[e.gailiss]

From GUI there is a sorting  - ascending on agent team.

How can I access report view XML ?

I accessed report by using XML permalink. And here is what I got back. There is no sort.

-----

<?xml version="1.0" encoding="UTF-8"?>

<report name="Agent_Team_Real_Time"><row index="0"><column index="0" name="Agent Team">TestTeam</column><column index="1" name="Supervisor">Pervisor, Su</column><column index="2" name="Agent">Gent, Arthur/column><column index="3" name="State">Not Ready</column><column index="4" name="Duration">30</column><column index="5" name="Reason">NONE</column></row></report>

----

[vesane]

You can export the report from legacy UI, which will export the report template in XML format. In that XML file you can see that. However as you are already seeing the sorting enabled in the view of the report, it is expected that even in report XML you can see the that tag <sortingFieldId>. You can share the screenshot of the view.

[e.gailiss]

I checked the XML and I see <sortingField> tag. I'm attaching the whole XML file and screenshot if the UI..

[vesane]

This looks to be a defective behaviour. Will let you know about the defect ID, once we have it.

[Peter_2ring]

Hi Ervins,

if you want to see just states of other agents from other teams in the Finesse, you do not need to build gadgets but you can use 2Ring Team Gadget to present such an information. This is part of the Solution Plus offering. Let me know if you would like to see it live on a demo.

Regards

Peter

[dekwan · Accepted solution]

Hi,

The bug id for this is CSCvh02393. As Venu stated, the workaround is to remove sorting from the reports.

Thanx,

Denise

[bavly]

Dear dekwan

I tried to add this gadget but it is not working

<gadget>http://cuic-124.ucce.com:8444/cuic/permalink/PermalinkViewer.htmx?viewId=500DAF961000012834F0D57E0A568C5A&linkType=htmlType&viewType=Grid></gadget>

also, tried using an iframe but it gives an error in finesse XML

<iframe src="http://cuic-124.ucce.com:8444/cuic/permalink/PermalinkViewer.htmx?viewId=500DAF961000012834F0D57E0A568C5A&linkType=htmlType&viewType=Grid" width="100%" height="650"></iframe>

the error is

Schema validation failed at line 16 and column 188 with message:cvc-complex-type.2.4.a: Invalid content was found starting with element 'iframe'. One of '{"http://www.cisco.com/vtg/finesse":gadget}' is expected.

Thanks

[dekwan]

Hi,

You cannot add the CUIC permalink directly into the <gadget> tag. You must do it in an iframe. In the url of your iframe, make sure you escape the & to &amp;

Thanx,

Denise

[bavly]

Dear dekwan

We added it successful it works fine in our lab,

However, when we tried to add it to the customer we got this error, CUIC version 10.5

Thanks,
Bavly