Sorry for the delay, I had to consult someone who is more familiar with HDS.
HDS needs to be set up explicitly as part of the Enterprise deployment. Yes, the reason codes do log in the HDS, but only the reason codes and not the labels corresponding to the codes. You can construct a report using HDS containing the reason codes, but you would need to setup “report thresholds” in CUIC to see the corresponding mnemonic labels.
By CUIC report thresholds, I mean that if you create a report with reason code column, you can set a threshold for the values in that column (Code 22 —> “Lunch”, Code 33 —> “Training”, and so on). It’s a bit painful, and replicates the information from Finesse, but right now, this is the only way to do it.
Finesse can only push the custom codes for the agent state changes and not the labels from a CTI message side.
Team, Here's an overview of Webex Teams Developer resources.Do you have a nice use-case, app, sample code, etc? Please comment and I will add it!
Webex Developer PortalDeveloper blog Developer suppor...
Did a little birdie tell you that there is a UI refresh of the Finesse desktop in 12.0? Are you worried that the custom gadget(s) that you spent so many hours building will no longer work? Did you hear that there will be agent to agent chat in this releas...
Reqested to display a CUIC report in Finesse Agent Desktop
User wanted stats from a report they had created in CUIC to be displayed as a new tab in Finesse Agent Desktop.
Attached is a solution I got to work us...
I am working on a Webex Teams Bot. It was quite complicated to find all the necessary information to have a running webhook in python. Therefore, I am sharing a simple way to do it here.
It is necessary to have
I wanted to test the custom logging functionality.
There's an easy Library to use.
I made a sample class that matches the Activity Log for Element entry events.