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Frequent Contributor

Finesse & Disconnetced Agents

Hello Experts,

How can we modify the layout of Finesse to show only agents with Ready or Not Ready status. Our Call Center is 24/7 with more than 200 agents working in 3 different shifts. The supervisors don't want to see those agents who are not in the working shift.

 

Thanks,

 

MK

1 ACCEPTED SOLUTION

Accepted Solutions
VIP Advisor

Re: Finesse & Disconnetced Agents

In 11.6(1) this was an added feature, to be able to filer out logged out Agents.

Filtering of Logged Out Agents
By default, in the Team performance gadget, supervisors will not be able to view logged out agents. To view both logged in and logged out agents, click the Include logged out agents checkbox.

Source: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_6/release/guide/uccx_b_release-notes-for-uccx-116/uccx_b_release-notes-for-uccx-116_chapter_011.html

Anthony Holloway

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3 REPLIES 3
VIP Advisor

Re: Finesse & Disconnetced Agents

In 11.6(1) this was an added feature, to be able to filer out logged out Agents.

Filtering of Logged Out Agents
By default, in the Team performance gadget, supervisors will not be able to view logged out agents. To view both logged in and logged out agents, click the Include logged out agents checkbox.

Source: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_6/release/guide/uccx_b_release-notes-for-uccx-116/uccx_b_release-notes-for-uccx-116_chapter_011.html

Anthony Holloway

Please use the star ratings to help drive great content to the top of searches.
Frequent Contributor

Re: Finesse & Disconnetced Agents

Thanks Jonathan,

So, there's nothing that we can do with 10.6?

 

MK

VIP Advisor

Re: Finesse & Disconnetced Agents

No, I don't think so Charles.

Anthony Holloway

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