UCCX Finesse: Default live data for Supervisor

[lohjintiam]

Hi all,

Its rather odd that when we login as Agent into Finesse, they are able to see the Agent CSQ Statistics Report (that shows key call waiting & longest call in queue info) but when we login as Supervisor, they don't get to see them (key call waiting & longest call) and its more relevant to the Supervisor.

What would be the recommended live data for Supervisors?

Thanks!

-JT-

[Deepak Rawat]

Hi JT,

Check the Live Data Gadgets section of below document to see what all reports are available to be displayed under Live Data Reports for Supervisor in Finesse Desktop.

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/config/guide/UCCX_BK_CEC562D1_00_cisco-unified-ccx-administration-guide106.pdf

As far as Call Waiting & Longest Call field is concerned, that does show up in Voice CSQ Summary Report under Queue Data tab inside Finesse Supervisor Desktop. Check the Live Data Reference section of below document:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/user/guide/UCCX_BK_F6FDE137_00_finesse-agent-and-supervisor-desktop.html

Regards

Deepak

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