Finesse Agent Chat and Email

mightyking · ‎11-09-2017

Hello Experts,

I have integraded the SocialMinter with UCCX 10.6. I believe all the configuration are completed correctely but the agent status for chat and email is grayed out and shows Not ready for chat and email.

Please see the attached screenshots. I know it has to do with some certificates but don't seem to be able to sort it out and need your help.

Thank you in advance,

MK

mightyking · ‎11-27-2017

Hi Everyone,

I am having hard time to make the Agent Email work with. Please find attached the error message I receive.

Here're all troubleshooting steps I have gone through. All the below requirements are met:

Check whether SocialMiner is up and running and reachable from Unified CCX.
Check whether SocialMiner configuration in Unified CCX Administration is in green color. If not, save the configuration again.
Check whether Cisco Finesse Tomcat service is up and in service.
Check whether Cisco Unified CCX Notification Service is up and in service.
Check whether the agent desktop has proper network connectivity. In this case, the network loss is momentary. The Chat Control gadget restarts automatically after the network is up.
Check whether Chat Subsystem is up and in service.
Restart the following services if the problem persists and check whether the Chat Subsystem is in service.

      - Cisco Unified CCX Notification Service
      - Cisco Unified CCX Web Services
      - Cisco Unified CCX Engine

Check the status of the Route and Queue Subsystem and the Chat Subsystem

I really appreciate if someone could help to resolve this issue.

Thanks,

MK

mightyking · ‎11-27-2017

This is how I modified the XML Layout to have the Email gadget activated. Could someone please have a look on the this xml layout and let me know if anything missing.

<finesseLayout xmlns="http://www.cisco.com/vtg/finesse">
    <layout>
        <role>Agent</role>
        <page>
            <gadget>/desktop/gadgets/CallControl.jsp</gadget>
            <gadget>https://Server Name/agentdesktop/gadgets/NonVoiceControl.xml</gadget>
        </page>
        <tabs>
            <tab>
                <id>home</id>
                <label>finesse.container.tabs.agent.homeLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            <gadget>https://Server Name:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=76D964AD10000140000000830A4E5E6F&filterId=AgentCSQStats.csqName=CL&compositeFilterId=AgentCSQStats.AgentIds.agentId=loginId</gadget>
                            <gadget>https://Server Name:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=5C626F9C10000140000000600A4E5B33&filterId=ResourceIAQStats.resourceId=CL</gadget>
                        </gadgets>
                    </column>
                </columns>
            </tab>
            <tab>
                <id>myStatistics</id>
                <label>finesse.container.tabs.agent.myStatisticsLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            <gadget>https://Server Name:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=112&viewId=67D4371110000140000001080A4E5E6B&filterId=ResourceIAQStats.resourceId=loginId</gadget>
                            <gadget>https://Server Name:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=420&viewId=5D411E8A10000140000000230A4E5E6B&filterId=AgentStateDetailStats.agentID=loginId</gadget>
                        </gadgets>
                    </column>
                </columns>
            </tab>
            <tab>
                <id>manageCall</id>
                <label>finesse.container.tabs.agent.manageCallLabel</label>
            </tab>
<!--
    The following Tab and Gadget are used for WebChat and Email. They are *ONLY* supported with WebChat and Email. If you are not using WebChat or Email, then
    remove them. If you are using WebChat or Email, include this Gadget in the Desktop Layouts used by Teams associated with chat or email
    CSQs. To include this functionality:
        1) Remove these comments leaving the tab and gadget
        2) Replace all instances of "my-socialminer-server" with the Fully Qualified Domain Name of your SocialMiner Server.
        3) [OPTIONAL] Adjust the height of the gadget by changing the "gadgetHeight" parameter.

IMPORTANT NOTE:
- In order for this Gadget to work, you must have performed all documented prerequisite steps.

RESTRICTIONS:
        - The multisession-reply-gadget must not be configured as a page level gadget
        - The multisession-reply-gadget must not be configured in a column


            <tab>
                <id>manageNonVoiceMedia</id>
                <label>finesse.container.tabs.agent.manageNonVoiceMediaLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            https://Server Name/multisession/ui/gadgets/multisession-reply-gadget.jsp?gadgetHeight=430
                        </gadgets>
                    </column>
                </columns>
            </tab>
-->
        </tabs>
    </layout>
    <layout>
        <role>Supervisor</role>
        <page>
            <gadget>/desktop/gadgets/CallControl.jsp</gadget>
            <gadget>https://Server Name/agentdesktop/gadgets/NonVoiceControl.xml</gadget>
        </page>
        <tabs>
            <tab>
                <id>manageTeam</id>
                <label>finesse.container.tabs.supervisor.manageTeamLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            <gadget>/desktop/gadgets/TeamPerformance.jsp</gadget>
                        </gadgets>
                    </column>
                </columns>
            </tab>
            <tab>
                <id>teamData</id>
                <label>finesse.container.tabs.supervisor.teamDataLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            <gadget>https://Server Name:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=7291DCB410000140000000890A4E5B33&filterId=ResourceIAQStats.resourceId=CL</gadget>
                            <gadget>https://Server Name:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=728283C210000140000000530A4E5B33&filterId=ResourceIAQStats.resourceId=CL</gadget>
<gadget>https://Server Name:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=F2F1FC17100001440000014E0A4E5D48&filterId=ChatAgentStats.agentId=CL</gadget>
<gadget>https://Server Name:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=FD919FB9100001440000005D0A4E5B29&filterId=ResourceIAQStats.resourceId=CL</gadget>
                            <gadget>https://Server Name:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=FD919FB510000144000000470A4E5B29&filterId=ResourceIAQStats.resourceId=CL</gadget>
                        </gadgets>
                    </column>
                </columns>
            </tab>
            <tab>
                <id>queueData</id>
                <label>finesse.container.tabs.supervisor.queueDataLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            <gadget>https://Server Name:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=C8E2DB1610000140000000A60A4E5E6B&filterId=VoiceIAQStats.esdName=CL</gadget>
<gadget>https://Server Name:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=9A7A14CE10000140000000ED0A4E5E6B&filterId=VoiceCSQDetailsStats.agentId=CL&compositeFilterId=VoiceCSQDetailsStats.AgentVoiceCSQNames.agentVoiceCSQName=CL</gadget>
<gadget>https://Server Name:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=E42ED788100001440000007B0A4E5CA1&filterId=ChatQueueStatistics.queueName=CL</gadget>
                        </gadgets>
                    </column>
                </columns>
            </tab>
            <tab>
                <id>manageCall</id>
                <label>finesse.container.tabs.supervisor.manageCallLabel</label>
            </tab>
<!--
    The following Tab and Gadget are used for WebChat and Email. They are *ONLY* supported with WebChat and Email. If you are not using WebChat or Email, then
    remove them. If you are using WebChat or Email, include this Gadget in the Desktop Layouts used by Teams associated with chat or email
    CSQs. To include this functionality:
        1) Remove these comments leaving the tab and gadget
        2) Replace all instances of "my-socialminer-server" with the Fully Qualified Domain Name of your SocialMiner Server.
        3) [OPTIONAL] Adjust the height of the gadget by changing the "gadgetHeight" parameter.

IMPORTANT NOTE:
- In order for this Gadget to work, you must have performed all documented prerequisite steps.

RESTRICTIONS:
        - The multisession-reply-gadget must not be configured as a page level gadget
        - The multisession-reply-gadget must not be configured in a column


            <tab>
                <id>manageNonVoiceMedia</id>
                <label>finesse.container.tabs.supervisor.manageNonVoiceMediaLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            <gadget>https://Server Name/multisession/ui/gadgets/multisession-reply-gadget.jsp?gadgetHeight=430</gadget>
                        </gadgets>
                    </column>
                </columns>
            </tab>
-->

        </tabs>
    </layout>
</finesseLayout>

Thanks,

MK

geoff · ‎11-27-2017

Should we assume that all occurrences of "Server Name" are actually the Fully Qualified Domain Name of the server required and you have replaced them for privacy reasons? How do we know that the "Server Name" for Social Miner is not the same as the "Server Name" for CUIC?

Regards,
Geoff

mightyking · ‎11-28-2017

Hi Geoff,

Your assumbtion is valid. The naming is modified for security reason. The FQDN name is being used for Finesse and SocialMiner servers in the XML Layout..

Thanks,

MK

mightyking · ‎12-04-2017

I figured out what the problem was with the XML layout. I was missing </gadget> at the end of line.

<gadget>https://my-social-miner-server/multisession/ui/gadgets/multisession-reply-gadget.jsp?gadgetHeight=430</gadget>

Here's a working XML layout with email gadget activated.

<finesseLayout xmlns="http://www.cisco.com/vtg/finesse">
    <layout>
        <role>Agent</role>
        <page>
            <gadget>/desktop/gadgets/CallControl.jsp</gadget>
             <gadget>https://localhost/agentdesktop/gadgets/NonVoiceControl.xml</gadget>

<!--
    The following Gadget is used for WebChat and Email. It is *ONLY* supported with WebChat and Email. If you are not using WebChat and Email, then
    remove it. If you are using WebChat or Email, include this Gadget in the Desktop Layouts used by Teams associated with chat and email
    CSQs. To include this functionality:
        1) Remove these comments leaving the gadget

RESTRICTIONS:
        - The NonVoiceControl gadget must be configured as a page level gadget
        - The NonVoiceControl gadget must not be configured in a column
-->
        </page>
        <tabs>
            <tab>
                <id>home</id>
                <label>finesse.container.tabs.agent.homeLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=76D964AD10000140000000830A4E5E6F&filterId=AgentCSQStats.csqName=CL&compositeFilterId=AgentCSQStats.AgentIds.agentId=loginId</gadget>
                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=5C626F9C10000140000000600A4E5B33&filterId=ResourceIAQStats.resourceId=CL</gadget>
                        </gadgets>
                    </column>
                </columns>
            </tab>
            <tab>
                <id>myStatistics</id>
                <label>finesse.container.tabs.agent.myStatisticsLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=112&viewId=67D4371110000140000001080A4E5E6B&filterId=ResourceIAQStats.resourceId=loginId</gadget>
                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=420&viewId=5D411E8A10000140000000230A4E5E6B&filterId=AgentStateDetailStats.agentID=loginId</gadget>
                        </gadgets>
                    </column>
                </columns>
            </tab>
            <tab>
                <id>manageCall</id>
                <label>finesse.container.tabs.agent.manageCallLabel</label>
            </tab>
<!--
    The following Tab and Gadget are used for WebChat and Email. They are *ONLY* supported with WebChat and Email. If you are not using WebChat or Email, then
    remove them. If you are using WebChat or Email, include this Gadget in the Desktop Layouts used by Teams associated with chat or email
    CSQs. To include this functionality:
        1) Remove these comments leaving the tab and gadget
        2) Replace all instances of "my-socialminer-server" with the Fully Qualified Domain Name of your SocialMiner Server.
        3) [OPTIONAL] Adjust the height of the gadget by changing the "gadgetHeight" parameter.

IMPORTANT NOTE:
- In order for this Gadget to work, you must have performed all documented prerequisite steps.

    RESTRICTIONS:
        - The multisession-reply-gadget must not be configured as a page level gadget
        - The multisession-reply-gadget must not be configured in a column
-->
            <tab>
                <id>manageNonVoiceMedia</id>
                <label>finesse.container.tabs.agent.manageNonVoiceMediaLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            <gadget>https://my-social-miner-server/multisession/ui/gadgets/multisession-reply-gadget.jsp?gadgetHeight=430</gadget>
                        </gadgets>
                    </column>
                </columns>
            </tab>

</tabs>
    </layout>
    <layout>
        <role>Supervisor</role>
        <page>
            <gadget>/desktop/gadgets/CallControl.jsp</gadget>
<!--
    The following Gadget is used for WebChat and Email. It is *ONLY* supported with WebChat and Email. If you are not using WebChat and Email, then
    remove it. If you are using WebChat or Email, include this Gadget in the Desktop Layouts used by Teams associated with chat or email
    CSQs. To include this functionality:
        1) Remove these comments leaving the gadget

RESTRICTIONS:
        - The NonVoiceControl gadget must be configured as a page level gadget
        - The NonVoiceControl gadget must not be configured in a column
-->
            <gadget>https://localhost/agentdesktop/gadgets/NonVoiceControl.xml</gadget>
        </page>
        <tabs>
            <tab>
                <id>manageTeam</id>
                <label>finesse.container.tabs.supervisor.manageTeamLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            <gadget>/desktop/gadgets/TeamPerformance.jsp</gadget>
                        </gadgets>
                    </column>
                </columns>
            </tab>
            <tab>
                <id>teamData</id>
                <label>finesse.container.tabs.supervisor.teamDataLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=7291DCB410000140000000890A4E5B33&filterId=ResourceIAQStats.resourceId=CL</gadget>
                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=728283C210000140000000530A4E5B33&filterId=ResourceIAQStats.resourceId=CL</gadget>


                        </gadgets>
                    </column>
                </columns>
            </tab>
            <tab>
                <id>queueData</id>
                <label>finesse.container.tabs.supervisor.queueDataLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=C8E2DB1610000140000000A60A4E5E6B&filterId=VoiceIAQStats.esdName=CL</gadget>
                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=9A7A14CE10000140000000ED0A4E5E6B&filterId=VoiceCSQDetailsStats.agentId=CL&compositeFilterId=VoiceCSQDetailsStats.AgentVoiceCSQNames.agentVoiceCSQName=CL</gadget>

                        </gadgets>
                    </column>
                </columns>
            </tab>
            <tab>
                <id>manageCall</id>
                <label>finesse.container.tabs.supervisor.manageCallLabel</label>
            </tab>
<!--
    The following Tab and Gadget are used for WebChat and Email. They are *ONLY* supported with WebChat and Email. If you are not using WebChat or Email, then
    remove them. If you are using WebChat or Email, include this Gadget in the Desktop Layouts used by Teams associated with chat or email
    CSQs. To include this functionality:
        1) Remove these comments leaving the tab and gadget
        2) Replace all instances of "my-socialminer-server" with the Fully Qualified Domain Name of your SocialMiner Server.
        3) [OPTIONAL] Adjust the height of the gadget by changing the "gadgetHeight" parameter.

IMPORTANT NOTE:
- In order for this Gadget to work, you must have performed all documented prerequisite steps.

    RESTRICTIONS:
        - The multisession-reply-gadget must not be configured as a page level gadget
        - The multisession-reply-gadget must not be configured in a column
-->

            <tab>
                <id>manageNonVoiceMedia</id>
                <label>finesse.container.tabs.supervisor.manageNonVoiceMediaLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            <gadget>https://my-social-miner -server/multisession/ui/gadgets/multisession-reply-gadget.jsp?gadgetHeight=430</gadget>
                        </gadgets>
                    </column>
                </columns>
            </tab>

</tabs>
    </layout>
</finesseLayout>

geoff · ‎12-04-2017

@mightyking wrote:

I figured out what the problem was with the XML layout. I was missing </gadget> at the end of line.

That would do it. Glad it's working now. I always copy the text out of the Finesse window and save it to my hard drive as an XML file. If you are editing in Notepad++, syntax highlighting will help catch errors like missing a closing tag.

Regards,

Geoff

mightyking · ‎12-06-2017

Thanks Geoff, I will make sure to use Notpad ++.

MK

Armel · ‎08-13-2018

Hi , Your gadget need to more small change

1- These comments need to be removed completetly but not the gadget part from Tag, there is also this sign --> need to be remove after the close tag </tab>

<!--
    The following Tab and Gadget are used for WebChat and Email. They are *ONLY* supported with WebChat and Email. If you are not using WebChat or Email, then
    remove them. If you are using WebChat or Email, include this Gadget in the Desktop Layouts used by Teams associated with chat or email
    CSQs. To include this functionality:
        1) Remove these comments leaving the tab and gadget
        2) Replace all instances of "my-socialminer-server" with the Fully Qualified Domain Name of your SocialMiner Server.

2- you need to add you socialminer services FQDN and replace two of these gadget lines

<gadget>https://my-socialmedia .....</gadget> , but not your social media is not showing on this xml , you should have it except you did not

<finesseLayout xmlns="http://www.cisco.com/vtg/finesse">
    <layout>
        <role>Agent</role>
        <page>
            <gadget>/desktop/gadgets/CallControl.jsp</gadget>
            <gadget>https://Server Name/agentdesktop/gadgets/NonVoiceControl.xml</gadget>
        </page>
        <tabs>
            <tab>
                <id>home</id>
                <label>finesse.container.tabs.agent.homeLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            <gadget>https://Server Name:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=76D964AD10000140000000830A4E5E6F&filterId=AgentCSQStats.csqName=CL&compositeFilterId=AgentCSQStats.AgentIds.agentId=loginId</gadget>
                            <gadget>https://Server Name:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=5C626F9C10000140000000600A4E5B33&filterId=ResourceIAQStats.resourceId=CL</gadget>
                        </gadgets>
                    </column>
                </columns>
            </tab>
            <tab>
                <id>myStatistics</id>
                <label>finesse.container.tabs.agent.myStatisticsLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            <gadget>https://Server Name:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=112&viewId=67D4371110000140000001080A4E5E6B&filterId=ResourceIAQStats.resourceId=loginId</gadget>
                            <gadget>https://Server Name:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=420&viewId=5D411E8A10000140000000230A4E5E6B&filterId=AgentStateDetailStats.agentID=loginId</gadget>
                        </gadgets>
                    </column>
                </columns>
            </tab>
            <tab>
                <id>manageCall</id>
                <label>finesse.container.tabs.agent.manageCallLabel</label>
            </tab>
<!--
    The following Tab and Gadget are used for WebChat and Email. They are *ONLY* supported with WebChat and Email. If you are not using WebChat or Email, then
    remove them. If you are using WebChat or Email, include this Gadget in the Desktop Layouts used by Teams associated with chat or email
    CSQs. To include this functionality:
        1) Remove these comments leaving the tab and gadget
        2) Replace all instances of "my-socialminer-server" with the Fully Qualified Domain Name of your SocialMiner Server.
        3) [OPTIONAL] Adjust the height of the gadget by changing the "gadgetHeight" parameter.

IMPORTANT NOTE:
- In order for this Gadget to work, you must have performed all documented prerequisite steps.

RESTRICTIONS:
        - The multisession-reply-gadget must not be configured as a page level gadget
        - The multisession-reply-gadget must not be configured in a column


            <tab>
                <id>manageNonVoiceMedia</id>
                <label>finesse.container.tabs.agent.manageNonVoiceMediaLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            https://Server Name/multisession/ui/gadgets/multisession-reply-gadget.jsp?gadgetHeight=430
                        </gadgets>
                    </column>
                </columns>
            </tab>
-->
        </tabs>
    </layout>
    <layout>
        <role>Supervisor</role>
        <page>
            <gadget>/desktop/gadgets/CallControl.jsp</gadget>
            <gadget>https://Server Name/agentdesktop/gadgets/NonVoiceControl.xml</gadget>
        </page>
        <tabs>
            <tab>
                <id>manageTeam</id>
                <label>finesse.container.tabs.supervisor.manageTeamLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            <gadget>/desktop/gadgets/TeamPerformance.jsp</gadget>
                        </gadgets>
                    </column>
                </columns>
            </tab>
            <tab>
                <id>teamData</id>
                <label>finesse.container.tabs.supervisor.teamDataLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            <gadget>https://Server Name:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=7291DCB410000140000000890A4E5B33&filterId=ResourceIAQStats.resourceId=CL</gadget>
                            <gadget>https://Server Name:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=728283C210000140000000530A4E5B33&filterId=ResourceIAQStats.resourceId=CL</gadget>
<gadget>https://Server Name:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=F2F1FC17100001440000014E0A4E5D48&filterId=ChatAgentStats.agentId=CL</gadget>
<gadget>https://Server Name:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=FD919FB9100001440000005D0A4E5B29&filterId=ResourceIAQStats.resourceId=CL</gadget>
                            <gadget>https://Server Name:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=FD919FB510000144000000470A4E5B29&filterId=ResourceIAQStats.resourceId=CL</gadget>
                        </gadgets>
                    </column>
                </columns>
            </tab>
            <tab>
                <id>queueData</id>
                <label>finesse.container.tabs.supervisor.queueDataLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            <gadget>https://Server Name:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=C8E2DB1610000140000000A60A4E5E6B&filterId=VoiceIAQStats.esdName=CL</gadget>
<gadget>https://Server Name:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=9A7A14CE10000140000000ED0A4E5E6B&filterId=VoiceCSQDetailsStats.agentId=CL&compositeFilterId=VoiceCSQDetailsStats.AgentVoiceCSQNames.agentVoiceCSQName=CL</gadget>
<gadget>https://Server Name:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=E42ED788100001440000007B0A4E5CA1&filterId=ChatQueueStatistics.queueName=CL</gadget>
                        </gadgets>
                    </column>
                </columns>
            </tab>
            <tab>
                <id>manageCall</id>
                <label>finesse.container.tabs.supervisor.manageCallLabel</label>
            </tab>
<!--
    The following Tab and Gadget are used for WebChat and Email. They are *ONLY* supported with WebChat and Email. If you are not using WebChat or Email, then
    remove them. If you are using WebChat or Email, include this Gadget in the Desktop Layouts used by Teams associated with chat or email
    CSQs. To include this functionality:
        1) Remove these comments leaving the tab and gadget
        2) Replace all instances of "my-socialminer-server" with the Fully Qualified Domain Name of your SocialMiner Server.
        3) [OPTIONAL] Adjust the height of the gadget by changing the "gadgetHeight" parameter.

IMPORTANT NOTE:
- In order for this Gadget to work, you must have performed all documented prerequisite steps.

RESTRICTIONS:
        - The multisession-reply-gadget must not be configured as a page level gadget
        - The multisession-reply-gadget must not be configured in a column


            <tab>
                <id>manageNonVoiceMedia</id>
                <label>finesse.container.tabs.supervisor.manageNonVoiceMediaLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            <gadget>https://Server Name/multisession/ui/gadgets/multisession-reply-gadget.jsp?gadgetHeight=430</gadget>
                        </gadgets>
                    </column>
                </columns>
            </tab>
-->

        </tabs>
    </layout>
</finesseLayout>

Thanks,