I migrated a customer from CTI OS to Finesse. They noticed some fields they use missing from Finesse Supervisor interface that they had in the CTI OS interface.
Please see the attached jpg of the CTI OS interface.
In the CTI OS interface the customer used the CallType column and the ANI column while monitoring agents.
CallType column showed the supervisor either Preroute_ACD_IN or out. ANI of course showed the phone number of the caller.
As a start I have gone to the Finesse administration and went to that particular team. I copied the desktop layout for that team in to Notepad++ to try and get an understanding of what is being displayed and what determines that.
I see these two lines of code:
<gadget>/desktop/gadgets/TeamPerformance.jsp</gadget>
<gadget>/desktop/gadgets/QueueStatistics.jsp</gadget>
And here is where my non developer brain gets grid locked. I see these java server pages being used to provide the data to Finesse. Not really sure where to go from here.
I'm still new to Finesse and have not started to learn xml yet. Is providing these same fields accomplish able in Finesse?
