Each queue will collect the information (current wait duration for each call, start time of ringing on the agent's phone, end time of ringing on the agent's phone, queue name, etc.) and pass that on to the metrics script which will throw it into the database. I created a new metrics script that would gather certain information from inbound calls and dump the data into an external SQL database. Having said that, I've recently figured out a way to provide the ASA metric to our contact center supervisors. In the end, Cisco washed there hands of us saying there was nothing they could do to help. We fought with Cisco, our vendor, and a third party vendor on this for 3 years.
#Samples since midnight wave agent upgrade
Since we rely on ASA, we haven't been able to upgrade beyond 10.6 since it removes support for CSD. We had the same problem after upgrading from CSD to Finesse, since Finesse no longer has a live feed of ASA, like CSD did. I'm not sure if you have been able to get this configured to your specifications or not, but wanted to throw my experience in. The report is obviously there because I can access it at the URL. xml file that I uploaded.Īnd if I enter that URL directly into a web browser, I see the this.Īt this point, I don't know what the error is actually telling me. Please contact system administrator to correct the url."- Again, if I paste the link into a web browser, the report loads just fine.
However, inside the Finesse gadget, I get the message "Report or valuelist referenced could not be found. If I paste the HTML hyperlink into a web browser, the report loads just fine. I have done what you recommended and have made progress, but I've hit a snag. 3rdpartygadget/files/HelloWorld.xml hence use like below: In some cases, the below path as mentioned in the Developer guide does not work: Please refer to Third-Party Gadgets chapter of the below developer guide in order to know more about uploading the above XML using 3rdpartygadget Account Also, the name of XML and Title could be as per your choice Note: Please ensure to replace the "&" character with "&" in the HTML link you will get from CUIC for the required report to display within Finesse as I have done in above XML. Below is a sample XML CSQActivityReport.xml Simply create a copy of the Stock Report that gives this information such as ASA etc Contact Service Queue Activity Report in this case, copy the HTML link for the same and then display it within Finesse Desktop as a gadget. Not sure why, but below is what mentioned there
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