Finesse customization with cuic report

[faizanelahi]

Hello, 

We have requirement in uccx 12.0 where agents has to enter notes/comments during a call with customer. We need this notes to be available in the report (inbound historical) generated from CUIC.

Kindly let me know how I can achieve this. 

Thanks. 

[rikardkrvaric]

The "old" (10.x+) way of doing this was to get a secondary "Lab" server of CUIC, where you could customize the reports.

You would then export the report, and import it into your CUIC...

I am not sure if that's what we're still looking at in 12.x or not.

I have some of these requirements too... I want to customize my reports.

[Thomas G. Johannesen]

You can use the customVariable1-10 and update them from finesse.

Look at this sample gadget from devnet:

https://github.com/CiscoDevNet/finesse-sample-code/tree/master/UpdateCallVariableDataSampleGadget

Al updates to these variable is possible to read in cuic 

Best regards

Thomas

[faizanelahi]

Thanks Thomas,

I will try and keep posted.

[david.macias]

This solution is good for very small notes. I can't recall off the top of my head but aren't the PVs only 40 character's in size? You could try to go across multiple PVs but that's also confusing. The best way to solve this, but also the hardest would be a custom gadget for notes to a 3rd party DB which also ingests the inbound call data from UCCX and correlates it together. I think this approach gives you the best experience and growth.

david