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Timestamps on recent activity list
Suggested by Kajal Maheshwari – New – 0 Comments
It would be a useful to have timestamps added to the recent activity list, so that agents can easily differentiate between different calls to the same number. -
Not Ready (Auxiliary) Reason codes visibility on Presence status
Suggested by Kajal Maheshwari – New – 0 Comments
Currently, when viewing agents in Da Vinci CTI, it shows their status but not the reason. E.g. if someone was on Lunch or Break, it would show as "Not Ready", but not the actual reason.
It would be great to have the reason for their AUX. For example, some not ready reasons indicate the associate is actively working but not taking calls directly from a queue (e.g. Admin) whereas others indicate they are not available in general (e.g. Lunch).
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Display Cisco Finesse Queue Statistics within DaVinci Agent UI Toolbar.
Suggested by Ken Rush – New – 0 Comments
Customers (NSE) would like agents to be able to view Finesse queue information from within the DaVinci Agent Toolbar, so they do not need to have a parallel Finesse session open at the same time they are working within DaVinci. -
Query on Shortcut Keys to manage calls
Suggested by Srihari Gollapudi – New – 0 Comments
Calls will roll in for the next agent after around 4 rings. Calls are answered by mouse operation currently.
Are there shortcut keys available to manage calls in CTI?
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passing SSO Attributes such as role. profile and creating the user details in CS does not work
Suggested by Yatin Narothum – New – 0 Comments
passing SSO Attributes such as role. profile and creating the user details in CS does not work -
Allow for Multiple Cisco Devices
Suggested by Brandon Hettler – New – 0 Comments
In Finesse, when an agent logs in, they are prompted with a list of devices they are associated with. Agent will pick the device they plan to use and log in.
Agents do not get this choice when using DaVinci -
To archive the CM logs after they reach the limit instead of overwriting
Suggested by Kris Soekiatno – New – 1 Comments
The CTIModule log has a limit size administered in the config file and it is getting override. Princess is looking into a way of archiving this logs into the server for debugging and troubleshooting