Manage Team Resources
You can assign phone
books, reason codes, wrap-up reasons, custom desktop layouts, and workflows to
teams on the Team Resources tab of the administration console.
Team
Resources
Use the Manage Team
Resources gadget on the Team Resources tab of the Cisco Finesse administration
console to assign and unassign phone books, reasons, custom desktop layouts,
and workflows to teams. Click the Name or ID header to sort the teams in
ascending or descending order.

The Manage Team Resources
gadget contains six tabs, each enabling you to assign or unassign resources to
a team. The tabs are defined in the following table.
Tab Name
|
Description
|
Desktop
Layout
|
Use this
tab to customize the desktop layout for the team. The default layout is defined
in the Manage Desktop Layout gadget. You can define one custom layout for the
team.
|
Phone
Books
|
Use this
tab to assign/unassign phone books to the team. Only phone books that are
defined in the Manage Phone Books gadget as available to teams are available
for assignment.
|
Reason
Codes (Not Ready)
|
Use this
tab to assign/unassign Not Ready reason codes to the team. Only Not Ready
reason codes that are defined in the Manage Reason Codes (Not Ready) gadget as
available to teams (not global) are available for assignment.
|
Reason
Codes (Sign Out)
|
Use this
tab to assign/unassign Sign Out reason codes to the team. Only Sign Out reason
codes that are defined in the Manage Reason Codes (Sign Out) gadget as
available to teams (not global) are available for assignment.
|
Wrap-Up
Reasons
|
Use this
tab to assign/unassign Wrap-Up reasons to the team. Only Wrap-Up reasons that
are defined in the Manage Wrap-Up Reasons gadget as available to teams (not
global) are available for assignment.
|
Workflows
|
Use this
tab to assign/unassign workflows to the team. Only workflows that are defined
in the Manage Workflows gadget are available for assignment.
|
Actions on the Manage Team
Resources gadget:
-
Add: Assign a phone
book, reason, or workflow to the team
-
Save: Save the phone
book, reason, desktop layout assignment, or workflow to the team
-
Revert: Cancel any
changes made before they are saved
-
Refresh: Refresh the
list of teams
 Note |
If you select a team and then click Refresh, the team is
de-selected and the Resources area for that team disappears. The list of teams
is refreshed and you must select a team again.
|
Assign Phone Books and Reasons to Team
Procedure
Step 1
| In the Manage Team Resources gadget, select a team. Tabs for each available resource appear.
|
Step 2
| Click the tab for the resource you want to assign for the selected team. The List of <resource> area appears.
|
Step 3
| Click Add. The Add <resource> popup appears.

|
Step 4
| Select one or more resources from the list to assign them to the team. Resources you assign are highlighted in blue in the Add <resources> popup and added to the List of <resources> area.
|
Step 5
| When you has finished assigning resources, click Save. Note
| You can make changes on all resource tabs and then save them at the same time. If there is an error on one resource tab but not others, the changes on the tabs with no errors are saved while the changes on the tab with errors are not saved.
|
|
Unassign Phone Books and Reasons from Team
Procedure
Step 1
| In the Manage Team Resources gadget, select a team. Tabs for each available resource appear.
|
Step 2
| Click the tab for the resource you want to unassign from the selected team. The List of <resource> area appears.
|
Step 3
| Click the red X next to the resource you want to unassign. |
Step 4
| Click Save. |
Assign Custom
Desktop Layout to Team
Perform the
following procedure to create and assign a custom desktop layout to a team.
Procedure
Step 1
| In the Manage
Team Resources gadget, select a team.
Tabs for each
available resource appear.
|
Step 2
| Click the
Desktop Layout tab.
The Desktop
Layout XML area appears. The area contains the default desktop layout XML.
|
Step 3
| Select the
Override System Default check box.
The XML
becomes editable.
|
Step 4
| Edit the XML
as desired.
|
Step 5
| Click
Save.
The custom
desktop layout replaces the default desktop layout for the team after 10
seconds. If a supervisor or agent is signed in when the change is saved, the
change does not go into effect on their desktop until the supervisor or agent
signs out and signs in again.
Note
|
If you clear
the Override System Default check box, any changes you made to the XML are lost
and the XML in the editing pane reverts to the default desktop layout XML.
|
|
Assign Workflows to Team
Procedure
Step 1
| In the Manage Team Resources gadget, select a team. Tabs for each available resource appear.
|
Step 2
| Click the Workflows tab. The List of Workflows area appears.
|
Step 3
| Click Add. The Add Workflow popup appears.
|
Step 4
| Select one or more workflows from the list to assign them to the team. Workflows you assign are highlighted in blue in the Add Workflows popup and added to the List of Workflows area.
|
Step 5
| Workflows are executed in the order in which they are listed. Use the up and down arrows to move a selected workflow to the desired position in the list. |
Step 6
| When you has finished assigning workflows, click Save. Note
| You can make changes on all resource tabs and then save them at the same time. If there is an error on one resource tab but not others, the changes on the tabs with no errors are saved while the changes on the tab with errors are not saved.
|
|
Unassign Workflows from Team
Procedure
Step 1
| In the Manage Team Resources gadget, select a team. Tabs for each available resource appear.
|
Step 2
| Click the Workflows tab. The List of Workflows area appears.
|
Step 3
| Click the red X next to the workflow you want to unassign. |
Step 4
| Click Save. |