Real Time Views
Team View
New security settings for the Finesse Team API have been introduced with CCE 12.6.1 ES01 and CCX 12.5.1 SU2. By default, only administrators and supervisors can access the Team API. Supervisors can access information on teams that they are assigned to and administrators can access all the teams. Agents are not allowed to see any information on this API.
In order to use the Team View without restrictions, the Finesse property enableTeamAPIAccessForAllUsers needs to be enabled.
To do this, use the following Finesse CLI command:
utils finesse set_property webservices enableTeamAPIAccessForAllusers true.
On confirmation, restart the Cisco Finesse Tomcat service for the changes to take effect.
By default this property is disabled.
Queue View
Queue statistics updates need to be enabled on the Finesse Server to use the Queue View. Use the following Finesse CLI command to do this:
utils finesse queue_statistics enable
Check the Cisco Finesse administration guide for further information on this.
When additional queues / skill groups are assigned to or removed from an agent, the queue list is automatically updated.
When precision queues are used for supervised agents, these queues are only visible to the supervisor, when at least one agent belonging to that queue is logged in. These queues automatically appear, when the first agent logs in and automatically disappear, when the last agent logs out.