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Beginner

Finesse 12.0 - Can I prevent agent from doing state change?

Hi,

We have a use case where customer would like to force agents to execute specific wrap-up actions before transitioning to ready state after a call. If we use vanilla Finesse with agent state control in the heading bar, is it possible to "disable" agent state control until the agent has executed the tasks expected, in a custom gadget? 

 

So, during the call, we would set the agent in wrap-up pending state and load custom wrap-up gadget with correct context. Once the call ends, the user will be in wrap-up state. In practice we would like to "grey out" the state control (not possible, I guess) or cancel the state change event until the expected task have been executed by the agent.

Is this doable by means of Finesse APIs?

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Accepted Solutions
Cisco Employee

Re: Finesse 12.0 - Can I prevent agent from doing state change?

Hi,

 

From an API perspective, there isn't a way to prevent a user from changing the agent state until particular tasks are executed.

 

But thinking out loud here, I have never tried this myself, but I am wondering if you can access the agent state dropdown via javascript from your custom gadget. I know that from a gadget, you can communicate with another gadget, but the agent state is in the header, so I'm not 100% sure you can. Ultimately, it is on the same container, so maybe? If I get a chance, I'll give it a try. But in the meantime, maybe you can explore that route.

 

Untitled.png

 

Thanx,

Denise

8 REPLIES 8
Cisco Employee

Re: Finesse 12.0 - Can I prevent agent from doing state change?

Hi,

 

From an API perspective, there isn't a way to prevent a user from changing the agent state until particular tasks are executed.

 

But thinking out loud here, I have never tried this myself, but I am wondering if you can access the agent state dropdown via javascript from your custom gadget. I know that from a gadget, you can communicate with another gadget, but the agent state is in the header, so I'm not 100% sure you can. Ultimately, it is on the same container, so maybe? If I get a chance, I'll give it a try. But in the meantime, maybe you can explore that route.

 

Untitled.png

 

Thanx,

Denise

Beginner

Re: Finesse 12.0 - Can I prevent agent from doing state change?

Hi,

Yes, that could work, we'll explore that a bit. If you have chance to take a look as well, it would be appreciated, thanks. Any change to push this up to BU as well, to maybe get the APIs enhanced in future versions? Don't know how much there's business pressure on such functionality in general, but we could use that kind of functionality in quite a few use cases valid for our customers.

Thanks,
Timo
Cisco Employee

Re: Finesse 12.0 - Can I prevent agent from doing state change?

I am not sure how many customers need this same functionality. I haven't heard any requests for this before, but I will forward your request to the BU. Before I do that though, I'd like more specifics.

 

maybe get the APIs enhanced in future versions?

How do you think the API should be enhanced? Like have a disable field to determine if the agent can change their state or not? 

 

Thanx,

Denise

 

Beginner

Re: Finesse 12.0 - Can I prevent agent from doing state change?

Hi,

 

The model I was thinking was that you could cancel some events as they occur. At high level, you can register handler to user onChange event, right? For a developer, it would be easy if inside your handler, you could "cancel" the event ... and that would mean that the event will not get executed at all. It might be tricky in practice, as there are various types of changes (confguration, state, ect.) that do trigger that onChange event, but in theory that was my thinking.

Another way could be to add activate/deactivate methods to "state select elements" (voice and other channels). I mean,  at ContainerServices level, there could be methods like activateVoiceState, deactivaetVoiceState, activateLoginCtrl, deactivateLoginCtrl, etc.?

Cisco Employee

Re: Finesse 12.0 - Can I prevent agent from doing state change?

Hi,

 

Canceling events might get a little tricky. I think having activate/deactivate methods is more realistic. Either way, I will send both your suggestions and request to the BU.

 

Thanx,

Denise

Beginner

Re: Finesse 12.0 - Can I prevent agent from doing state change?

Thanks

 

--timo

Highlighted
Enthusiast

Re: Finesse 12.0 - Can I prevent agent from doing state change?

I'm adding similar functionality to a custom gadget. I need to limit how the agent can control the call at certain times.

Beginner

Re: Finesse 12.0 - Can I prevent agent from doing state change?

Seems that the simplest way to achieve what was described, is to prevent the state select from reacting to pointer events ... in our gadget code, we do the following:

disable: window.parent.$('#voice-state-select').css('pointer-events','none');

re-enable: window.parent.$('#voice-state-select').style.removeProperty('pointer-events');

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