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> <!--     The following Gadget is used for WebChat.  It is *ONLY* supported with WebChat.  If you are not using WebChat, then     remove it.  If you are using WebChat, include this Gadget in the Desktop Layouts used by Teams associated with chat     CSQs.  To include this functionality:         1) Remove these comments leaving the gadget                               <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=F2F1FC17100001440000014E0A4E5D48&filterId=ChatAgentStats.agentId=CL</gadget>  --> <!--     The following Gadgets are used for Predictive/Progressive/Preview Agent Outbound.     To include this functionality:     1) Remove these comments leaving the gadget                               <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=FD919FB9100001440000005D0A4E5B29&filterId=ResourceIAQStats.resourceId=CL</gadget>                             <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=FD919FB510000144000000470A4E5B29&filterId=ResourceIAQStats.resourceId=CL</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> <!--     The following Gadget is used for WebChat. It is *ONLY* supported with WebChat.  If you are not using WebChat, then     remove it.  If you are using WebChat, include this Gadget in the Desktop Layouts used by Teams associated with chat     CSQs.  To include this functionality:         1) Remove these comments leaving the gadget                               <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=E42ED788100001440000007B0A4E5CA1&filterId=ChatQueueStatistics.queueName=CL</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> --> <!--     The following Tab and Gadget are for MediaSense.  They are *ONLY* supported with MediaSense.  If you are not using MediaSense,     then remove them.  If you are using MediaSense and wish to show Recording Management, then do the following:         1) Remove these comments leaving the tab and gadget         2) Replace all instances of "my-mediasense-server" with the Fully Qualified Domain Name of your MediaSense Server.       IMPORTANT NOTE:         - In order for this Gadget to work, you must have performed all documented prerequisite steps.               <tab>                 <id>manageRecordings</id>                 <label>finesse.container.tabs.supervisor.manageRecordingsLabel</label>                 <columns>                     <column>                         <gadgets>                             <gadget>https://my-mediasense-server:8440/ora/gadget/MediaSenseGadget.xml</gadget>                         </gadgets>                     </column>                 </columns>             </tab> -->         </tabs>     </layout> </finesseLayout>   Thanks,   MK     ... 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