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Beginner

Text Box on Finsses Agent Desktop

Hi Team

 

We have one requirement on Finesse we need to create of Plain Text Box to capture general note of conversation between Agent and Customer.  Agent will type manually some key points of conversation into that text box as note and when call finishes.  The text box data should be pass to Sieble CRM to store it.

 

Please help how to do that?

1 ACCEPTED SOLUTION

Accepted Solutions
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Beginner

You'll have to create a custom gadget, and inside that put your text box.  Then on the javascript for the gadget you'll need to access the finesse javascript library to tie your code into the workflow and user "states" to automatically upload it to your CRM via possible Rest request.

 

Check this site out on the custom gadgets.

https://developer.cisco.com/site/finesse/

and then go to Sample gadgets and download what you're looking for.

Hope that helped!

View solution in original post

2 REPLIES 2
Highlighted
Beginner

You'll have to create a custom gadget, and inside that put your text box.  Then on the javascript for the gadget you'll need to access the finesse javascript library to tie your code into the workflow and user "states" to automatically upload it to your CRM via possible Rest request.

 

Check this site out on the custom gadgets.

https://developer.cisco.com/site/finesse/

and then go to Sample gadgets and download what you're looking for.

Hope that helped!

View solution in original post

Highlighted

Hi,

Paul is correct. Hopefully your CRM has a REST api to receive this information.

Thanx,
Denise
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