What Is the Customer Context Gadget?

The Customer Context gadget uses Context Service to display the customer journey in Cisco Finesse. Agents can use the Customer Context gadget to view past customer activities, edit the current activity, and update customer information. You can access the Customer Context gadget using the Manage Customers tab of the default Cisco Finesse agent desktop layout.

What Is the Enhanced Customer Context Gadget?

The Enhanced Customer Context gadget includes a detailed customer journey that groups activities under customer requests. Requests represent the customer's intent for contacting your organization. The Enhanced Customer Context Gadget automatically saves any request and activity information that agents enter. In addition to the Customer Context gadget functionality, agents can use the Enhanced Customer Context gadget to:

• Manage request information. Agents can enter a request title to help identify the customer issue, and a request description to provide information on a specific customer issue. Context Service automatically closes each request 5 days after the request or any activities associated with the request are updated.

• Create new requests. Creating new requests allows agents to address multiple customer issues that they identify during a single customer interaction.

• Move activities. Agents can move activities in the customer journey between requests or to a new request. Agents can also move an activity to a different customer if Context Service assigns the activity to the wrong customer.

• Add tags to activities. Tags allow agents to help categorize the customer interaction.

• Add comments to activities. Comments allow agents to create notes that are related to a customer activity. Each comment contains the agent's name and a timestamp.

• Quickly view information by hovering over an open customer, a customer in the search results, an activity in the customer journey, or a request in the customer journey.

Before You Begin

• Create agent teams in Cisco Contact Center Enterprise or Cisco Contact Center Express. For more information, see the Unified Contact Center Enterprise Administration Guide or the Unified Contact Center Express Administration Guide.

• Enable Context Service for your organization. For more information, see Enable Context Service for your Organization.

• Register Cisco Finesse with Context Service. For more information, see the Unified Contact Center Enterprise Features Guide or the Unified Contact Center Express Features Guide.

Enable the Enhanced Customer Context Gadget Using the Gadget URL

Enable the Enhanced Customer Context gadget directly using the gadget URL if your Cisco Finesse server is connected to the internet and does not use a proxy.

1. Sign in to the Cisco Finesse administration console.

2. Click the Team Resources tab.

3. Select a team from the List of Teams.

4. Click the Desktop Layout tab in the Manage Team Resources area.

5. Check the Override System Default box.

6. In the Desktop Layout XML area, replace:

   <gadget>/desktop/gadgets/CustomerContext.xml</gadget>

   with

   <gadget>https://ccfs.produs1.ciscoccservice.com/ui/gadgets/enhanced_customer_context_gadget.xml</gadget>

7. Click Save. The team that you enabled can now start using the Enhanced Customer Context gadget the next time that they sign in to the Cisco Finesse agent desktop.

   You can also add or remove agents from a team after you enable the Enhanced Customer Context gadget.

You can revert a team back to the default Desktop Layout XML by unchecking the Override System Default box. Unchecking the Override System Default box also reverts the team back to the previous version of the Customer Context gadget.

Enable the Enhanced Customer Context Gadget as a Third-Party Gadget

Enable the Enhanced Customer Context gadget as a third-party gadget if your Cisco Finesse server:

• Uses a proxy to connect to the internet.

• Is not connected to the internet.

1. Download the Enhanced Customer Context Gadget from https:/​/​ccfs.produs1.ciscoccservice.com/​ui/​gadgets/​enhanced_​customer_​context_​gadget.xml. Save the gadget as enhanced_customer_context_gadget.xml.

2. Upload the enhanced_customer_context_gadget.xml file that you downloaded to your Cisco Finesse server as a third-party gadget. For more information on how to upload third-party gadgets, see the Manage Third-Party Gadgets chapter of the Cisco Finesse Administration Guide.

3. Sign in to the Cisco Finesse administration console.

4. Click the Team Resources tab.

5. Select a team from the List of Teams.

6. Click the Desktop Layout tab in the Manage Team Resources area.

7. Check the Override System Default box.

8. In the Desktop Layout XML area, replace

   <gadget>/desktop/gadgets/CustomerContext.xml</gadget>

   with

   <gadget>/3rdpartygadget/files/enhanced_customer_context_gadget.xml</gadget>

9. Click Save. The team that you enabled can now start using the Enhanced Customer Context gadget the next time that they sign in to the Cisco Finesse agent desktop.

   You can also add or remove agents from a team after you enable the Enhanced Customer Context gadget.

You can revert a team back to the default Desktop Layout XML by unchecking the Override System Default box. Unchecking the Override System Default box also reverts the team back to the previous version of the Customer Context gadget.

Related Information

• Customer Context Gadget: Features

• Customer Context Gadget: Create a New Customer Record

• Customer Context Gadget: Update Customer Information

• Customer Context Gadget: Search for a Customer Record

• Customer Context Gadget: View Activities and Requests in the Customer Journey

• Customer Context Gadget: Move an Activity

• Customer Context Gadget: Add a Comment

• Customer Context Gadget: Respond to a Request

• Customer Context Gadget: Create a New Request