Finesse Agent Desktop -- Webex Agent Desktop Migration

[!]️ GAP SEVERITY: HIGH | Affects: All 175 Contact Center Agents

3A.1.1 Problem Statement

UCCX uses Cisco Finesse as the agent desktop, which Abhavtech has customized with: - Salesforce CTI gadgets - Screen pop on call answer - Wallboard widgets - Custom attendance gadget

Webex Contact Center uses the Webex Agent Desktop -- a different web application with a different widget architecture (Webex Desktop Layout JSON vs. Finesse OpenSocialGadgets/iFrames). No migration tool exists to convert Finesse gadgets to Webex Desktop widgets.

3A.1.2 Desktop Feature Mapping

Finesse Feature	Webex Agent Desktop Equivalent	Migration Effort
Salesforce CTI screen pop	Native Salesforce connector (Einstein CTI)	Reconfigure -- 2 days
Agent state management	Webex Agent Desktop (built-in)	[OK] No effort -- native
Call controls (hold/transfer/conf)	Webex Agent Desktop (built-in)	[OK] No effort -- native
Queue statistics panel	Webex Desktop (built-in or custom widget)	Low -- configure layout JSON
Supervisor silent monitor/barge	WxCC Supervisor Desktop (native)	[OK] No effort -- native
Wallboard gadget	External wallboard via WxCC API / Analyzer	High -- rebuild integration
Custom attendance gadget	No equivalent	Accepted gap
Chat widget	WxCC Digital Channels (native)	Configure -- 1 day
Email widget	WxCC Digital Channels (native)	Configure -- 1 day

3A.1.3 Webex Agent Desktop Layout Configuration

{
  "agentErrorHandlers": {},
  "panels": [
    {
      "comp": "agentx-wc-ipcf-component",
      "attributes": { "style": "width: 100%" }
    }
  ],
  "navigation": [
    {
      "navigatorLabel": "Task",
      "icon": "tasks-bold",
      "iconType": "momentum",
      "navigatorRoutePath": "/task"
    }
  ]
}

3A.1.4 Accepted Gaps

The custom Finesse attendance gadget (agent clock-in/out reporting) has no WxCC equivalent. Abhavtech HR Operations has agreed to use Microsoft Teams Shifts integration as the replacement for attendance tracking. This is documented as an accepted gap with no WxCC workaround required.

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