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Finesse display issue

yixiu0317
Level 1
Level 1

We recently migrated contact centre users to CCX12.5 platform.

One of the user acts agent role but need access to her team's reports. I granted her report permission, then she can see all other teams' members status from Finesse. I read the document and removed her reporting permission and gave her supervisor permission, but her team lead would like her to only have agent display on Finesse with reporting access.

Could anyone let me know how to achieve it?

 

Thank you in advance.

 

Regards

Chun

3 Replies 3

jim-j
Level 3
Level 3

Remove her supervisor permission, make the agent a reporting user again and follow the instructions here to modify your Finesse desktop XML layout:

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

Hi Jim,

I have tried it. she still can see other teams.

Maybe this solution quit working in 12.5?  I've only used it in older versions, I'd ask TAC for help.