Real time and Historical data in Finesse

[prashantrai15]

Is it possible to show case real time and historical data in Finesse.

Data to be displayed at Agent level

Real time data -calls in queue, longest wait time of call, No. Of logged in Agents

Historical - calls answered, avg. Talk time, hold time,

[dekwan]

Hi,

Is this for UCCX or UCCE?

For UCCX, there are LiveData gadgets (from CUIC), but I am not sure there are gadgets for all of your requirements. You can see the list here: Cisco Unified Contact Center Express Administration and Operations Guide, Release 11.6(1) - Cisco Finesse [Cisco Unifie…

For UCCE, there is the queue statistics gadget, but again, I don't believe that it meets all your requirements.

Then for historical data, you can build a CUIC report and embed the permalink into an iframe via the CUIC Sample Gadget.

Thanx,

Denise

[prashantrai15]

Thanks Denise for your precise answer. We have Cisco UCCX 10.6. Can u let us know what will be possible with UCCX 10.6. or share document which we can refer to.

[dekwan]

Hi,

Live data gadgets are available for 10.6: Cisco Unified CCX Administration Guide, Release 10.6(1) - Cisco Finesse [Cisco Unified Contact Center Express] - Cisco

Here is information about historical reports: https://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/UCCX_BK_CEC562D1_00_cisco-unified-ccx-administration-guide_chapter_01011.html

Information about how to get a permalink for your report: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/intelligence_suite/intelligence_suite_1051/user/guide/CUIC_BK_CAD76E49_00_unified-intelligence-center-cust-report/CUIC_BK_CAD76E49_00_cisco-unified-intelligence-center-re...

And here is the CUIC sample gadget to use: https://github.com/CiscoDevNet/finesse-sample-code/tree/master/CUICSampleGadget

Thanx,

Denise