Desktop: Supervisor cannot view agent with special characters in ID

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Desktop: Supervisor cannot view agent with special characters in ID

Problem Summary A Unified CCX supervisor is assigned a team that contains an agent with special characters in the agent ID. When the supervisor selects the team to which the agent is assigned, the agent does not appear in the Team Performance gadget.
Error Message N/A
Possible Cause

The agent ID contains special characters that are not supported by Finesse. Finesse only supports a subset of the special characters that Unified CCX supports. Finesse supports the following characters for agent and supervisor IDs: letters, numbers, hyphens (-), underscores (_), and periods (.).

Note: Agent IDs can contain periods; however agent IDs cannot begin with or end with a period and cannot contains two periods in a row.

If the agent ID contains unsupported characters, that agent will not appear in the supervisor's Team Performance gadget.

Recommended Action Change the agent ID to one that contains characters supported by Finesse.
Release Release 10.0(1), Release 10.5(1), Release 10.6(1)
Associated CDETS # None


 

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