Solved: Re: Finesse uccx

matee · ‎07-07-2024

I tried to add web and chat gadget on Finesse as per cisco sheet, but when i logged as agent it is not show to me;

How I can know what are I missing on configuration ;

collinks2 · ‎07-09-2024

Hi, manage and chat gadgetI have tested your xml and it is ok. The manage chat and email gadget is enabled. Your issue is that you don't have social miner. I would advise you install social miner

View solution in original post

Thomas G. Johannesen · ‎07-09-2024

Socialmner is for both Email and Chat.

Without socialminer chat will never work

Please rate helpful posts and if applicable mark "Accept as a Solution".
Thanks, Thomas G. J.

View solution in original post

bill.king1 · ‎07-07-2024

@matee , you'll need to provide more information for people to be able to offer you suggestions.
What version of UCCX are you using? What error message do you see (if any)? What steps have you followed already? What documentation are you following? etc.

collinks2 · ‎07-07-2024

If the "manage chat and email " gadget is not displaying when logged in as an agent, it means that you didn't uncomment the lines to enable the web and chat.

Check the finesse desktop for the lines to enable web chat and email gadget for both Agent and Supervisor. Uncomment the lines properly

Restart Cisco Finesse: utils service restart Cisco Finesse

If the gadget is enabled, but the chat icon is not showing ,check if the chat csq has been assigned to the Agent.

matee · ‎07-07-2024

It is uccx version 12.0, No error, but when I logged as agent does not show to me Email gadget.

I logged to Finesse Administrator---> Team Resource---->Desktop Layout then I pasted following XML

-----------------------------------------------------------------

<!--

*Note:

- When you upgrade, modify Custom Layout XML appropriately to utilize the benefits of new gadgets.

- Remove the Agent State Log gadget from My Statistics tab, as it is available in the My History tab.

-->

<!-- For detailed instructions on using custom icons for logos and tabs,

please refer to the section "Customise Title and Logo in the Header"

in the Finesse Administration Guide. -->

</configs>

<url>/desktop/scripts/js/logo.js</url>

</component>

</headercolumn>

<url>/desktop/scripts/js/agentvoicestate.component.js</url>

</component>

</headercolumn>

<url>/desktop/scripts/js/nonvoice-state-menu.component.js</url>

</component>

</headercolumn>

</leftAlignedColumns>

<url>/desktop/scripts/js/teammessage.component.js</url>

</component>

</headercolumn>

<url>/desktop/scripts/js/chat.component.js</url>

</component>

</headercolumn>

<url>/desktop/scripts/js/makenewcall.component.js</url>

</component>

</headercolumn>

<url>/desktop/scripts/js/identity-component.js</url>

</component>

</headercolumn>

</rightAlignedColumns>

</header>

<role>Agent</role>

<page>

<gadget>/desktop/scripts/js/callcontrol.js</gadget>

<gadget>https://localhost/uccx-nvcontrol/gadgets/NonVoiceControl.xml</gadget>

</page>

<tabs>

<tab>

<label>finesse.container.tabs.agent.homeLabel</label>

<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>myHistory</id>

<icon>history</icon>

<label>finesse.container.tabs.agent.myHistoryLabel</label>

<gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=280&viewId=ECD59EE071BE439A898187B29575E175&filterId=AgentCallLogDetailStats.agentID=loginId</gadget>

<gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=280&viewId=5D411E8A10000140000000230A4E5E6B&filterId=AgentStateDetailStats.agentID=loginId</gadget>

</gadgets>

</column>

</columns>

</tab>

<tab>

<id>myStatistics</id>

<icon>column-chart</icon>

<label>finesse.container.tabs.agent.myStatisticsLabel</label>

<gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=150&viewId=67D4371110000140000001080A4E5E6B&filterId=ResourceIAQStats.resourceId=loginId</gadget>

</gadgets>

</column>

</columns>

</tab>

<tab>

<id>manageCustomer</id>

<icon>profile-settings</icon>

<label>finesse.container.tabs.agent.manageCustomerLabel</label>

<gadget>/desktop/gadgets/CustomerContext.xml</gadget>

</gadgets>

</tab>

<tab>

<id>manageNonVoiceMedia</id>

<icon>settings</icon>

<label>finesse.container.tabs.agent.manageNonVoiceMediaLabel</label>

<gadget>https://my-socialminer-server/multisession/ui/gadgets/multisession-reply-gadget.jsp?gadgetHeight=590</gadget>

</gadgets>

</column>

</columns>

</tab>

</tabs>

</layout>

<role>Supervisor</role>

<page>

<gadget>/desktop/scripts/js/callcontrol.js</gadget>

<gadget>https://localhost/uccx-nvcontrol/gadgets/NonVoiceControl.xml</gadget>

</page>

<tabs>

<tab>

<id>manageTeam</id>

<icon>manage-team</icon>

<label>finesse.container.tabs.supervisor.manageTeamLabel</label>

<gadget id="team-performance">/desktop/scripts/js/teamPerformance.js</gadget>

<!-- The following gadgets are managed(loaded and displayed) by the team performance gadget (associated with id "team-performance").

This association is done using the mapping of managedBy attribute of the managed gadgets, to the id of managing gadget.

If the id for team performance gadget is changed, the values for the associated managedBy attribute

for the managed gadgets, also need to be updated with the new id.

These managed gadgets are not displayed by default, but would be displayed when the option

"view history" is selected, for an agent, in the team performance gadget.

Note: As managed gadgets are not displayed by default, placing managed gadgets alone on

separate columns of their own, would display blank space in that area.

For more details on managed gadgets and managedBy attribute, please refer to Finesse Administration Guide.

-->

<gadget managedBy="team-performance">https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=275&viewId=D6D0B6740B0040D5A089FD1C09F5C72C&filterId=AgentCallLogDetailStats.agentID=AgentEvent:Id&type=dynamic&maxRows=20</gadget>

<gadget managedBy="team-performance">https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=275&viewId=5D411E8A10000140000000230A4E5E6B&filterId=AgentStateDetailStats.agentID=AgentEvent:Id&type=dynamic&maxRows=20</gadget>

</gadgets>

</column>

</columns>

</tab>

<tab>

<id>myHistory</id>

<icon>history</icon>

<label>finesse.container.tabs.supervisor.myHistoryLabel</label>

<gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=280&viewId=ECD59EE071BE439A898187B29575E175&filterId=AgentCallLogDetailStats.agentID=loginId</gadget>

<gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=280&viewId=5D411E8A10000140000000230A4E5E6B&filterId=AgentStateDetailStats.agentID=loginId</gadget>

</gadgets>

</column>

</columns>

</tab>

<tab>

<id>teamData</id>

<label>finesse.container.tabs.supervisor.teamDataLabel</label>

<gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=620&viewId_1=7291DCB410000140000000890A4E5B33&filterId_1=ResourceIAQStats.resourceId=CL&viewId_2=728283C210000140000000530A4E5B33&filterId_2=ResourceIAQStats.resourceId=CL</gadget>

<gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=F2F1FC17100001440000014E0A4E5D48&filterId=ChatAgentStats.agentId=CL</gadget>

<gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=BCC5767B1000014F000000580A4D3FA7&filterId=EmailAgentStats.agentId=CL</gadget>

<!--

The following Gadgets are used for Predictive/Progressive/Preview Agent Outbound.

To include this functionality:

1) Remove these comments leaving the gadget

<gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId_1=FD919FB9100001440000005D0A4E5B29&filterId_1=ResourceIAQStats.resourceId=CL&viewId_2=FD919FB510000144000000470A4E5B29&filterId_2=ResourceIAQStats.resourceId=CL</gadget>

-->

</gadgets>

</column>

</columns>

</tab>

<tab>

<id>queueData</id>

<icon>storage</icon>

<label>finesse.container.tabs.supervisor.queueDataLabel</label>

<gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=620&viewId_1=C8E2DB1610000140000000A60A4E5E6B&filterId_1=VoiceIAQStats.esdName=CL&viewId_2=9A7A14CE10000140000000ED0A4E5E6B&filterId_2=VoiceCSQDetailsStats.agentId=CL&composi...</gadget>

<gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=E42ED788100001440000007B0A4E5CA1&filterId=ChatQueueStatistics.queueName=CL</gadget>

<gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=13970B4E100001500000021C0A4D3FA7&filterId=EmailQueueStatistics.queueName=CL</gadget>

</gadgets>

</column>

</columns>

</tab>

<tab>

<id>manageCustomer</id>

<icon>profile-settings</icon>

<label>finesse.container.tabs.supervisor.manageCustomerLabel</label>

<gadget>/desktop/gadgets/CustomerContext.xml</gadget>

</gadgets>

</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>

<icon>settings</icon>

<label>finesse.container.tabs.supervisor.manageNonVoiceMediaLabel</label>

<gadget>https://my-socialminer-server/multisession/ui/gadgets/multisession-reply-gadget.jsp?gadgetHeight=590</gadget>

</gadgets>

</column>

</columns>

</tab>

-->

<!--

The following Tab and Gadget are for MediaSense. They are *ONLY* supported with MediaSense. If you are not using MediaSense,

then remove them. If you are using MediaSense and wish to show Recording Management, then do the following:

1) Remove these comments leaving the tab and gadget

2) Replace all instances of "my-mediasense-server" with the Fully Qualified Domain Name of your MediaSense Server.

IMPORTANT NOTE:

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

<tab>

<id>manageRecordings</id>

<icon>recent-apps</icon>

<label>finesse.container.tabs.supervisor.manageRecordingsLabel</label>

<gadget>https://my-mediasense-server:8440/ora/gadget/MediaSenseGadget.xml</gadget>

</gadgets>

</column>

</columns>

</tab>

-->

<!--

The following gadget provides Supervisor with advanced capabilities.

Using this gadget, supervisors can manage Queues, Prompts, Calendars, and so on.

Before including this gadget in Desktop Layout,

ensure that the advanced capability is enabled in Unified CCX Administration.

<tab>

<id>ASCGadget</id>

<icon>admin</icon>

<label>finesse.container.tabs.supervisor.advancedcapabilities</label>

<gadget>https://localhost/ascgadget/gadgets/ascgadget.xml</gadget>

</gadgets>

</column>

</columns>

</tab>

-->

</tabs>

</layout>

</finesseLayout>

----------------------------------------------------

collinks2 · ‎07-07-2024

You didn't remove the comments to enable the web chat and email gadget.Did you install social miner? Web chat and email won't work if social miner is not installed.

I have enabled the gadget for the supervisor

..............................................................