Configure CUIC Historical Report Gadgets in Cisco Finesse using 3rd Party Gadget

Introduction

This document describes the steps to configure historical report gadgets on Finesse, as the default setup only includes the Live data gadget in the Finesse Agent/Supervisor Desktop.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• Cisco Unified Contact Center Express (UCCX)
• Cisco Unified Intelligence Center (CUIC)
• Finesse Administration
• Finesse Desktop

Components Used

The information in this document is based on these software and hardware versions:

• UCCX version 12.5
• CUIC version 12.5
• Finesse version 12.5
• Filezilla

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, ensure that you understand the potential impact of any command.

Configuration

Procedure for Enabling Historical Reports on Finesse.

Outlined here are the step-by-step instructions to enable historical reports functionality on the Finesse platform:

Note: The Agent Detail Report is chosen here as an illustrative example.

1. Create a custom Report in CUIC.

Navigate to the CUIC page. Click on  Reports > Stock > Unified CCX Historical > Inbound. Select  Agent Detail Report as shown in the image.

Saving a copy of Agent State Detail report

Under the  Actions  tab, select  Save As  and give the report a name. For example,  Agent Detail Report - Test  and save it under  Reports  as shown in the image.

Save Agent Detail Report

2. Add Permissions to the users.

Navigate to  Reports  and select  Agent Detail Report - Test  and add Permissions. Under the  Actions  tab, select  Permissions - All Users/Supervisors - View/Edit  as per the requirement as shown in the image.

Selecting Permission option for Agent Detail Report

Assigning Permissions for report

3. Under  Actions , select  Set Default Filter  and choose the Agent Names  you wish to see data for. Additionally, please ensure to select the option  Skip Filter during the report execution  as shown in the image.

Set Default Filter in Report

Selecting users for default filter

4. Under  Actions, select Permalinks . Click on  HTML , and then copy the  permalink  that appears in the bottom left corner. After that, ensure to uncheck both the permalink authentication options (both Variable and Default) and finally, click on Save  as shown in the image. 

Select Permalink of a report

Find Permalink of a report

For example; https://FQDN:8444/cuicui/permalink/?viewId=2F8D8F0710000186000000440A6A54A2&linkType=htmlType&viewType=Grid&refreshRate=1800

5. Create an XML file using the copied permalink.

Create an XML file in this format and save it as  AgentDetailReport.xml and href = “Permalink you have copied from CUIC” . Also, replace "&" with "&" from the permalink.

Format example:

<?xml version="1.0" encoding="UTF-8"?>

<Module>

<ModulePrefs title=" Agent Detail Report " height="425">

</ModulePrefs>

<Content type="url" href= “https://FQDN:8444/cuicui/permalink/?viewId=2F8D8F0710000186000000440A6A54A2&amp;linkType=htmlType&amp;viewType=Grid&amp;refreshRate=1800 “/>

</Module>

XML format

Note: The  AgentDetailReport.xml  file that is used is given here.

<?xml version="1.0" encoding="UTF-8"?>
<Module>
<ModulePrefs title="Agent Detail Report" height="425">
</ModulePrefs>
<Content type="url" href= "https://ccxshabic.cscotaclab.com:8444/cuicui/permalink/?viewId=2F8D8F0710000186000000440A6A54A2&amp;linkType=htmlType&amp;viewType=Grid&amp;refreshRate=1800"/>
</Module>

6. Reset the 3rdpartygadget user password via CLI on the UCCX server.

The 3rdpartygadget account is used to upload third-party gadgets to Finesse. The new CLI command to set or reset the password is: utils reset_3rdpartygadget_password  as shown in the image.

3rdpartygadget login to CLI

7. Upload the  AgentDetailReport.xml  file to  /3rdpartygadget/files  folder using FileZilla or WinSCP (SFTP client):

FFilezilla login interface

Upload XML to server

8. Give file permissions to the XML file by changing the value to 755.

Set XML Permission

XML file Permission needed

9. Navigate to Cisco Finesse Administration: https://FQDN:8445/cfadmin/container/?locale=en_US. Edit the Finesse Desktop Layout file. Click on  Expand All  as shown in the image.

Finesse Desktop Layout page

10. Add the gadget to a new tab on the Finesse desktop for the agent/supervisor role and save.

For example:

        <tab>

               <id>Agent_Detail_Report</id>

               <label>Agent Detail Report</label>

                     <gadgets>

                          <gadget>/3rdpartygadget/files/AgentDetailReport.xml</gadget>

                     </gadgets>

        </tab>

Finesse Gadget Configuration

11. Restart these services from UCCX GUI:

• Cisco Unified CCX Notification Service

• Cisco Finesse Tomcat

• Unified CCX Socket.IO Service"

12. Login to Finesse Desktop and verify whether the Agent Detail Report is now showing up in a new tab or not.

Finesse Agent Desktop View

Troubleshoot

1. Encountering the error message "There were issues rendering this gadget. org.apache.shindig.common.xml.XmlException: Open quote is expected for attribute "href" associated with an element type "Content"." as shown in the image.

Href error in finesse

Solution:

Open the XML file mentioned in the error and verify that the permalink enclosed within the quotation marks (“) after the href attribute is correctly formatted as instructed in Step 5.

XML File format

2. While trying to load the gadget from Finesse Desktop, the user is receiving the error "The user is not allowed to view this report".

Error on Finesse Agent Desktop

Solution:

Ensure to uncheck the option  Skip Filter during the report execution, as indicated in Step 3. mentioned earlier.

In the  Actions  menu, select  Set Default Filter  and then ensure to tick the option  Skip filter during the report execution  as shown in the image.

Set Default Filter for Report

FAQ’s

1. Is it possible to add multiple 3rdpartygadgets under a single tab?

Yes, It is possible to add multiple 3rdpartygadgets under a single tab. Add the new gadget inside <gadgets> step in Desktop Layout.

2. Does resetting the 3rdpartygadget user password affect the existing XML files in the /3rdpartygadget/files folder?

The purpose of the 3rdpartygadget password is to access the  3rdpartygadget/files  folder via an SFTP client and upload the XML file. so, it does not impact any existing configuration.