Filter the Team Summary report to only include one agent team

[Tim Schroeder]

How can I create a gadget like the supervisor Team Summary but only show agents for a particular team? I copied the stock report using CUIC but I can't see how to filter it. I went to Edit Default Filter and looked around in Basic and Advanced but I don't see a way to filter on the team. I'm using UCCX 10.6.1

I suspect it might be done by editing the parameters for the gadget by changing the filterid in red below. But I have no idea what to change it to.

<gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=728283C210000140000000530A4E5B33&filterId=ResourceIAQStats.resourceId=CL</gadget>

[dekwan]

Hi,

In the Finesse Admin guide, there is a section called "Modify Live Data Stock Reports for Finesse". Are these the steps you followed? Your explanation seems similar, but not 100%.

Thanx,

Denise

[Tim Schroeder]

I've read the doc you referenced, but it does not detail how to filter the data to include just one team (or other criteria, for that matter)

[dekwan]

Hi Tim,

Referenced from the CUIC guide:

You can create a filter field to add a filtering value to the Advanced Filters tab on the Filter page. Filter fields reduce the amount of data that is used to generate a report and do not display as columns in the generated report.

Procedure

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Step 1	Click Create from the Fields tab and select Filter. The new filter field is added to the end of the list of Fields. Scroll down the page to locate it.
Step 2	Select Edit Field Properties and complete the fields to define a required Display Name and Data Type for the field. Yu can also complete the optional Edit Field Properties fields also.
Step 3	Click Update to save the field properties.

Here is the link for more information: Cisco Unified Intelligence Center Report Customization Guide, Release 11.0(1) - Data Customizations [Cisco Unified Inte…

Does this help?

Thanx,

Denise

[dekwan]

Hi,

Here is another reference on filtering the reports: http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/intelligence_suite/intelligence_suite_1101/user/guide/CUIC_BK_C9A05BC4_00_cisco-unified-intelligence-center-user/CUIC_BK_C9A05BC4_00_cisco-unified-intelligence-center-user...

Thanx,

Denise

[Tim Schroeder]

The Basic and Advanced filters as described in the document only include fields (report columns) that are defined for that report. For example, in the Supervisor "Team Summary" report, the choices for filtering shown below do not include a choice to filter on "team". The choices for filtering are limited to those fields displayed in the report.

[dekwan]

Hi Tim,

I checked on my CUIC system and it seems like the team filter is in the Basic Filter:

You would need to import this template to create your own report, then filter on the team (Collection). You have to create a different report per team.

Thanx,

Denise

[Tim Schroeder · Accepted solution]

Nope. I don't know what the Basic and Advanced Filters do, but they don't do what I want -- or I'm using them wrong.

But I did get my filter working using this gadget URL:

<gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?

gadgetHeight=620&viewId=7291DCB410000140000000890A4E5B33

&filterId=ResourceIAQStats.resourceId=CL%20blue,%20red</gadget>

Where "blue" and "red" are the names of the Teams to show in the report.

As described in this TechNote and another thread:

https://supportforums.cisco.com/discussion/12266821/uccx-105-finesse-supervisors-see-all-teams-queues-agents-etc

http://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-express/118823-technote-uccx-00.html