How supervisor can manage queues from Finesse (move agents)

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Customer has CCX 12.5.1

I have enabled "queue management" option for supervisor user under CCX admin's Supervisor Capability View.

But when he connects to Finesse we do not see any option to allow him moving agents from one queue to other.

I also asked supervisor to login on "Cisco Unified Contact Center Express Administration" and he does not have the option to manipulate queues or resources.

Am I missing an additional step to provide supervisor capability to move agents among queues?

Or where I can change Finesse to provide this option to supervisor?

As always thanks so much for great help.

PS: provide this supervisor "administrator" role is not an option.

[Jonathan Schulenberg]

Have you removed the enclosing comment lines (i.e., enable it) on the ASC gadget on the Desktop Layout XML within Finesse Admin?

[00u1c1e8sgNfbgbZ15d7]

Hello Jonathan, this is what I found on from finesse admin page ( I am also adding an image of this section):

"<!--
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>
<columns>
<column>
<gadgets>
<gadget>https://localhost:8445/ascgadget/gadgets/ascgadget.xml</gadget>
</gadgets>
</column>
</columns>
</tab>
-->
</tabs>
</layout>
</finesseLayout>"

Could you please specify what change I need to make to provide Supervisors queue management capability?

I really appreciate your help!

[00u1c1e8sgNfbgbZ15d7]

Jonathan I am attaching a new file where I highlighted in blue the lines I am supposed to delete.

Could you please confirm this is correct?

And I should implement this change from:

1. Login to Finesse Administration 2. Team Resources>Desktop Layout 3. Select Team  .

Is it correct?

Thanks for help

[Jonathan Schulenberg]

It’s standard XML. There are plenty of free resources on the internet (e.g., W3Schools) if you need to learn the basic syntax.

Whether you change this globally or for a specific team depends what is appropriate to your deployment, i.e., if all supervisors should see the gadget vs. only a certain team. Team-level config overrides the global config, of course.

[Thomas G. Johannesen · Accepted solution]

Hey

You schall move the end comment tag (-->) up

<!--
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>
<columns>
<column>
<gadgets>
<gadget>https://localhost:8445/ascgadget/gadgets/ascgadget.xml</gadget>
</gadgets>
</column>
</columns>
</tab>
</tabs>
</layout>
</finesseLayout>

Then it becomes active

And as Jonathan i writing.

If you want it globally you should do this on the global layout, otherwise under teams -> desktop layout

[00u1c1e8sgNfbgbZ15d7]

I will connect with customer tonight to implement this change, and I will let you know.

THANKS so much Thomas

[00u1c1e8sgNfbgbZ15d7]

Thanks Thomas Johannsen, I accepted your Solution because you specified procedure to follow to get issue solved, BUT I need to add on this solution to Jonathan Schulenberg who provided the real solution. 

To both THANKS SO MUCH !!!!!