From the UCCX 10.5 Design Guide
Finesse Agent Desktop for UCCX supports multisession chat and generation of reports when the administrator adds the gadgets to the desktop. The following gadgets are available:
Chat Control Gadget—Allows the agent to control the chat state and to accept incoming customer chat requests.
Manage Chats Gadget—Allows the agent to handle multiple chat sessions and choose the available predefined responses.
Chat Agent Statistics Report Gadget—Provides the agent statistics.
Chat CSQ Summary Report Gadget—Provides the agent statistics and contact statistics for a CSQ.
For support using UCCX multisession chat, open a TAC case.
That doc refers to web chat functionality does it not? Rather than IM chat for presence?
I cant seem to find any reference to integration with CUP IM in finesse desktop - is it not supported?
On datasheet of ccx 10.0 :
Cisco Unified CCX Instant Messaging
● Integration of the Jabber platform into the Cisco Finesse desktop is supported for instant messaging between agents, agents and supervisors, and agents and subject-matter experts outside the contact center.