Cisco Cisco Finesse 8.5(3) User Guide

A label that describes the variable for that entry
(for example, Customer Name). The maximum
length of this field is 50 characters.

Display Name

The name of the call variable or ECC variable
that is displayed to the agent.

Variable

Click the “X” to delete the specified row from
the column.

Delete?

•

Add New—Adds a new row to the specified column.

•

Submit—Saves your configuration changes.

•

Reset—Retrieves and reapplies the most recently saved call variable layout.

Note: When you modify the call variable layout of the Agent Desktop, the changes you make
take effect after three seconds. However, agents who are signed in when the changes are made
must sign out and sign back in to see those changes reflected on their desktops.

Configuring the Call Variable Layout

Perform the following steps to configure the call variable layout for the Finesse Agent Desktop.

In the Call Header Layout area, in the Display Name field, enter the text that you want to appear
in the header of the call control gadget on the Finesse Agent Desktop (for example, Customer
Name).

From the Variable drop-down list, choose the call variable that you want to appear in the header
(for example, callVariable3).

In the Call Body Left-Hand Layout and Call Body Right-Hand Layout areas:

a.

Click the X beside any row that you want to delete.

b.

Click Add New if you want to add a new row.

c.

For each row, in the Display Name field, enter the text that you want to appear on the
Agent Desktop, and then choose the corresponding call variable from the Variable
drop-down list.

Click Submit.

Adding ECC Variables to the Call Variable Layout

Perform the following steps to add ECC variables to the call variable layout.

User Guide for the Cisco Finesse Administration and Serviceability Consoles Release 8.5(3)