Managing CSQ in FInesse

mightyking · ‎08-15-2019

Hello Everyone,

I am trying to customize finesse for our supervisors by playing with Desktop Layout in Finesse 10.6.

There're 2 issures:

1) How can we modify the layout to show only agents with Ready or Not Ready status. Our Call Center is 24/7 with more than 200 agents working in 3 different chifts. The supervisors don't want to see those agents who are not in the working chift.

2) Our supervisers are able to see all CSQs from other teams. No matter which team they select from the Select Team drop down menu, they see all the CSQs and agents. I tried to modify the Desktop Layout to show only the appropriate CSQ but it doesn't seem to work. Please find below the modified layout. The team that I have added in this Layout is LQ_TELEVENDEUR

<finesseLayout xmlns="http://www.cisco.com/vtg/finesse">
    <layout>
        <role>Agent</role>
        <page>
            <gadget>/desktop/gadgets/CallControl.jsp</gadget>
   <gadget>https://localhost/agentdesktop/gadgets/NonVoiceControl.xml</gadget>
   <gadget>https://XXXX.XXX.XXXX.com:8445/3rdpartygadget/files/ScreenPop/ScreenPop.xml</gadget>
<!--
    The following Gadget is used for WebChat and Email. It is *ONLY* supported with WebChat and Email. If you are not using WebChat and Email, then
    remove it. If you are using WebChat or Email, include this Gadget in the Desktop Layouts used by Teams associated with chat and email
    CSQs. To include this functionality:
        1) Remove these comments leaving the gadget

RESTRICTIONS:
        - The NonVoiceControl gadget must be configured as a page level gadget
        - The NonVoiceControl gadget must not be configured in a column

            <gadget>https://localhost/agentdesktop/gadgets/NonVoiceControl.xml</gadget>
-->
        </page>
        <tabs>
            <tab>
                <id>home</id>
                <label>finesse.container.tabs.agent.homeLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            <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>myStatistics</id>
                <label>finesse.container.tabs.agent.myStatisticsLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=112&viewId=67D4371110000140000001080A4E5E6B&filterId=ResourceIAQStats.resourceId=loginId</gadget>
                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=420&viewId=5D411E8A10000140000000230A4E5E6B&filterId=AgentStateDetailStats.agentID=loginId</gadget>
                        </gadgets>
                    </column>
                </columns>
            </tab>
            <tab>
                <id>manageCall</id>
                <label>finesse.container.tabs.agent.manageCallLabel</label>
            </tab>
   <tab>
    <id>manageNonVoiceMedia</id>
    <label>finesse.container.tabs.agent.manageNonVoiceMediaLabel</label>
    <columns>
     <column>
     <gadgets>
      <gadget>https://XXX.XXXX.XXX.XXXX.com/multisession/ui/gadgets/multisession-reply-gadget.jsp?gadgetHeight=430</gadget>
     </gadgets>
    </column>
   </columns>
  </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 "XXX.XXXX.XXX.XXXX.com" 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>
                <label>finesse.container.tabs.agent.manageNonVoiceMediaLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            <gadget>https://XXX.XXXX.XXX.XXXX.com/multisession/ui/gadgets/multisession-reply-gadget.jsp?gadgetHeight=430</gadget>
                        </gadgets>
                    </column>
                </columns>
            </tab>
-->
        </tabs>
    </layout>
    <layout>
        <role>Supervisor</role>
        <page>
            <gadget>/desktop/gadgets/CallControl.jsp</gadget>
<!--
    The following Gadget is used for WebChat and Email. It is *ONLY* supported with WebChat and Email. If you are not using WebChat and Email, then
    remove it. 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 gadget

RESTRICTIONS:
        - The NonVoiceControl gadget must be configured as a page level gadget
        - The NonVoiceControl gadget must not be configured in a column

            <gadget>https://localhost/agentdesktop/gadgets/NonVoiceControl.xml</gadget>
-->
        </page>
        <tabs>
            <tab>
                <id>manageTeam</id>
                <label>finesse.container.tabs.supervisor.manageTeamLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            <gadget>/desktop/gadgets/TeamPerformance.jsp</gadget>
                        </gadgets>
                    </column>
                </columns>
            </tab>
            <tab>
                <id>teamData</id>
                <label>finesse.container.tabs.supervisor.teamDataLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=7291DCB410000140000000890A4E5B33&filterId=ResourceIAQStats.resourceId=CL%20LQ_TELEVENDEUR</gadget>
                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=728283C210000140000000530A4E5B33&filterId=ResourceIAQStats.resourceId=CL%20LQ_TELEVENDEUR</gadget>


                        </gadgets>
                    </column>
                </columns>
            </tab>
            <tab>
                <id>queueData</id>
                <label>finesse.container.tabs.supervisor.queueDataLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=C8E2DB1610000140000000A60A4E5E6B&filterId=VoiceIAQStats.esdName=CL%20LQ_TELEVENDEUR</gadget>
                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=9A7A14CE10000140000000ED0A4E5E6B&filterId=VoiceCSQDetailsStats.agentId=CL&compositeFilterId=VoiceCSQDetailsStats.AgentVoiceCSQNames.agentVoiceCSQName=CL%20LQ_TELEVENDEUR</gadget>

                        </gadgets>
                    </column>
                </columns>
            </tab>
            <tab>
                <id>manageCall</id>
                <label>finesse.container.tabs.supervisor.manageCallLabel</label>
            </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 "XXX.XXXX.XXX.XXXX.com" 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>
                <label>finesse.container.tabs.supervisor.manageNonVoiceMediaLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            <gadget>https://XXX.XXXX.XXX.XXXX.com/multisession/ui/gadgets/multisession-reply-gadget.jsp?gadgetHeight=430</gadget>
                        </gadgets>
                    </column>
                </columns>
            </tab>
-->

        </tabs>
    </layout>
</finesseLayout>

Thanks,

MK

Gregory Brunn · ‎08-15-2019

1) I don't know about 10.6 but in the last CCX upgrade I did there was a check box that enabled to select to only view agents who where signed in. So all signed out agents were not listed. Might want to check release notes and see when this check box was released.... or why your not seeing it.

2)I have had a problem with the CSQ Summary report in Queue data tab and the team data tab.

Following the below doc fixed it for me. I don't see anything real quick your doing off.

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

I do remember it being case sensitive, have you confirmed that?

mightyking · ‎08-18-2019

Hi Gregory,

Thanks for taking the time and replying.

The document you sent was exactly what I used to resolve the issue when the supervisor sees all queues and logged-in agents but the supervisors are still seeing all queued and logged-in agents.

Regarding the checkbox to display only connected agents, I do not seem to be able to find any supporting documentation.

Thanks,

MK

Gregory Brunn · ‎08-18-2019

Sorry I need to ensure we are talking about the same thing.

Are you saying you your supervisor only wants to see agents connected to calls?

Or are you saying your supervisor wants to see only agents that are part of there team.

Please post screen shots from each step in your config and your supervisor view.

mightyking · ‎08-19-2019

Hi Gregory,

As you mentioned before, our supervisors need to only view agents who are signed in. So all signed out agents won't be listed. In another word, we don't want to see agents who are off shift.

Regarding the config, I have already posted the Desktop Layout. What other configs are you referring to?

Thanks,

MK

Gregory Brunn · ‎08-19-2019

Screen shots of your team configuration, your supervisor desktop showing the non signed agents. Basically Your config looks fine to me so something else seems off. Can I ask why yours not using 11.6

mightyking · ‎08-19-2019

Gregory,

Please find attached the screeshots for required info.

We are using SocilaMinter (SM)10.6 with exchange 2010. If we move to UCCX 11.6, we need to upgrade the SM to 11.6 as well. The minimum requirement for SM 11.6 is exchange 2013 or 2016. Moving to Exchange 13 or 16 is in our roadmap but not in near soon.

Thanks,

MK

mightyking · ‎09-19-2019

I am still struggling to find a solution for my first question which is the following:

How can we modify the layout to show only agents with Ready or Not Ready status? Our Call Center is 24/7 with more than 200 agents working in 3 different shifts. The supervisors don't want to see those agents who are not in the working shift. This option works with CAD and CSD.

Thanks,

MK

jason-mcgee · ‎09-20-2019

mightyking,

It has been a few months since I have done anything in 10.6, but I am currently using 11.6 and in the Finesse Supervisor Desktop in the Team Performance there is a check box that can be selected "Include Logged Out Agents". The feature may not be available in 10.6. I understand your upgrade issues though and you may be a little ways away from that.

Below my response is the xml info from the default layout for a supervisor from 11.6. That only calls the gadget itself, which is where the Jscript will tell it what to pull.

I think your only three solutions are going to be upgrade, or write your own gadget and upload it as a third party gadget and manage it from there, or use it in a mixed mode deployment and install the Calabrio fat client on the supervisors' desktops. I have several 3rd party gadgets loaded on my version of Finesse and it works fine. I don't know how available or customizable it is for 10.6 though. If I recall correctly I don't think it is very customizable yet and running in mixed mode seems to create other issues, so you will need to test everything first. As for the 3rd party gadget route, go to:

https://developer.cisco.com/ (your Cisco login that you use for this site will work on that site as well)

select Collaboration

and then Finesse API, or something similar.

Post your question there. The people that frequent that forum know the API's like the back of their hands and they can help you write what you want, if it's possible in 10.6. User Dekwan is a Cisco employee and she helped me write a gadget, smart lady and very helpful and willing to assist.

Good Luck!!

Jason

<gadgets>
                          <gadget staticMessage="select.agent.message">https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=275&viewId=D6D0B6740B0040D5A089FD1C09F5C72C&filterId=AgentCallLogDetailStats.agentID=AgentEvent:Id&type=dynamic&maxRows=20</gadget>
                          <gadget staticMessage="select.agent.message">https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=275&viewId=5D411E8A10000140000000230A4E5E6B&filterId=AgentStateDetailStats.agentID=AgentEvent:Id&type=dynamic&maxRows=20</gadget>
                        </gadgets>

mightyking · ‎09-23-2019

Thanks Jason,

The problem that I have at the moment is that in the Voice CSQ Agent Detail Report (Supervisor), the agents appear multiple times depending on the number of CSQs they are part of. If an agent is membre of 10 CSQs, his/her name shows 10 times in the Voice CSQ Agent Detail Report. Is this an expected behaviour?

Thanks,

MK

jason-mcgee · ‎09-23-2019

MK,

Are you having the Supervisors sign into CUIC and pulling these reports with their logins? Have you signed in as an administrator to see what field criteria selections are available as an administrator and if they are the same? Can you post a screen shot of the 10.6 field criteria when you run the report? I may be able to come up with something for you, no promises though.

Jason

mightyking · ‎09-24-2019

Hi Jason,

I confirm that the supervisors and administrators are seeing the same fields. Please see the attached screenshots.

Thanks,

MK

jason-mcgee · ‎09-24-2019

MK,

So, good news, bad news. They added the parameters and changed the look of CUIC starting in 11.x to what you are looking for. The good news is that it is just parameters in a sql query, so if we can do this through the API, you will be able to put something together for them. Another possibility is that you may be able to do just this portion in the fat client using the supervisor desktop or ccx historical reports. You can still download them through the GUI on 10.6 under plugins. Give me a couple of days and I will try and come up with something for you.

Jason

jason-mcgee · ‎09-24-2019

MK,

Follow this first link. Takes you to page 4 of a user profile for someone that uses the forums and has posted regarding the same issue you are running into. He was able to solve it in 10.6 using the live data via the wallboard login. PM him and see what he has for you.

https://208.74.205.244/t5/user/v2/viewprofilepage/user-id/291662/page/4?feeds=latest-contributions

Here is another link along the same lines, but a different report, however, the SQL query that is on this thread can be used to modify the query you will need.

https://community.cisco.com/t5/contact-center/uccx-10-6-reporting-calling-sp-agent-state-detail-stored/td-p/2915637

Good Luck,

Jason

mightyking · ‎09-24-2019

Hi Jason,

The first link does not seem to point to any documents!

Thanks,

MK