# Customizing the Finesse desktop layout in UCCX For Unified CCX administrators configuring desktop layouts, gadgets, reason codes, phone books, and workflows on Cisco Finesse. Canonical: https://warmtransfer.net/guides/uccx-finesse-desktop-setup Last verified: 2026-09-30 The Finesse desktop layout defines the interface, tabs, and gadgets presented to agents and supervisors in Cisco Unified Contact Center Express[^19]. Agent functionality on the desktop depends on what the administrator configured, including whether wrap-up reasons are defined[^48]. ## Before you start - Obtain the Application User ID and password configured during installation[^1]. - Identify the fully qualified domain name (FQDN) of the primary Unified CCX server[^2][^25]. - Ensure an agent account is available to perform a sign-out and sign-in cycle to test changes[^18]. ## What changes by situation - Should every agent see the same desktop, or do some teams need their own? One default layout for everyone; Some teams get their own layout. - Where do the gadgets you want on the desktop live? Only gadgets that already ship in the default layout; Custom gadgets uploaded to the Finesse server; Custom gadgets served from another web server. - Should reason codes, wrap-up reasons and phone books be the same for everyone, or differ by team? Same lists for all agents; Different lists for different teams. - Should something happen automatically when a call reaches an agent? Nothing automatic; Open a web page with call data; Send an HTTP request to another system. ## Step 1: Sign in to the primary Finesse administration console ### Do Open `https://:8445/cfadmin` in a browser using HTTPS and the fully qualified domain name of the primary Unified CCX server[^2]. Sign in using the Application User ID and password created during installation[^1]. Complete all changes on the primary server, as the secondary server console is strictly read-only[^25]. ### Verify Verify that the Desktop Layout tab is accessible and editable[^19]. If the interface indicates read-only mode, confirm that you are pointing to the primary Unified CCX node rather than the secondary node[^25]. ### Rollback Suggested rollback: Close the browser session. ## Step 2: Confirm agent team assignments ### Do In Unified CCX Administration, navigate to Subsystems > RmCm > Teams to review the configured teams, supervisors, and assigned agents[^43]. Agents not explicitly assigned to a team reside in the system-created default team, which cannot be deleted[^7]. ### Verify Verify that each target agent is assigned to the intended team or intentionally positioned within the default team[^7][^43]. ### Rollback Suggested rollback: Reassign agents to their prior teams in Subsystems > RmCm > Teams. ## Step 3: Make gadgets reachable **Only gadgets that already ship in the default layout** ### Do The default layout XML includes optional tabs and gadgets for Web Chat and Email, as well as Advanced Supervisor Capabilities[^4]. When enabling the commented Live Data gadget examples, replace the placeholder `my-cuic-server.com` with the fully qualified domain name of the Cisco Unified Intelligence Center server and select the HTTPS gadget URLs[^20]. ### Verify Suggested check: Verify that the Live Data gadget URLs point to the correct Intelligence Center FQDN using HTTPS. ### Rollback Suggested rollback: Restore the placeholder server names in the commented Live Data XML. **Custom gadgets uploaded to the Finesse server** ### Do Log in to the CLI and run `utils reset_3rdpartygadget_password` to set the 3rdpartygadget account password[^13]. The password must contain 5 to 32 characters without spaces or double quotes, and must be set independently on each server because it does not synchronize[^13]. Connect to the server via SFTP using the 3rdpartygadget credentials and upload the gadget `.xml` file to the `/files` directory[^16][^45]. Only `.xml` files are supported; `.jsp` files cannot be used[^17]. ### Verify Confirm via SFTP that the file resides in the `/files` directory and is accessible under the URI path `/3rdpartygadget/files/.xml`[^16]. ### Rollback Suggested rollback: Remove the uploaded file from the SFTP directory. **Custom gadgets served from another web server** ### Do Host the gadget XML file on an external web server[^14]. Record the absolute URL to the gadget XML file for inclusion in the layout XML[^15]. ### Verify Suggested check: Open the external gadget URL in a browser to confirm the XML file is reachable. ### Rollback Suggested rollback: Remove or disable the hosted XML file on the external web server. ## Step 4: Draft the layout XML ### Do Copy the current desktop layout XML from the console and save it offline as a backup[^30]. Modify the XML according to the following requirements: - Place agent tabs inside the `` element under `Agent`, and supervisor tabs under the supervisor role element[^31]. - Add each gadget using a `` tag containing the gadget XML URL inside the tab's `` element[^15]. - Place column gadgets inside `` tags, using no more than 4 columns per tab[^12]. - Ensure each tab ID starts with a letter and consists only of alphanumeric characters, hyphens, and underscores[^34]. - Leave the `` tag unedited[^49]. - Plan for an average of 20 gadgets per desktop across all tabs to align with tested performance levels[^47]. - Set customized desktop properties as key-value pairs inside `` elements in the `` section[^26]. To turn on gadget drag-and-drop and resizing, set the `enableDragDropAndResizeGadget` property to true[^8]. ### Verify Suggested check: Inspect the drafted XML offline against schema and tab ID formatting rules. ### Rollback Suggested rollback: Discard the draft and keep the offline backup copy intact. ## Step 5: Save the desktop layout **One default layout for everyone** ### Do In the Finesse administration console, navigate to the Desktop Layout tab, open the Text Editor or XML Editor, paste the drafted layout XML, and click Save[^9][^32]. Saving triggers Finesse to validate the XML syntax and schema conformance[^32]. ### Verify Confirm the console accepts the XML without errors[^32]. Changes take effect system-wide after 3 seconds, requiring currently signed-in agents to sign out and back in to see updates[^18]. ### Rollback Paste the offline backup XML back into the editor and click Save, or click Restore Default Layout to revert to the factory default layout[^29]. Clicking Revert returns only to the most recently saved version[^30]. **Some teams get their own layout** ### Do In the Manage Team Resources gadget, select the target team, click the Desktop Layout tab, and select the Override System Default check box to make the layout XML editable[^38]. Paste the modified XML and click Save[^32]. Desktop property values defined in the team layout take precedence over default layout properties and CLI settings[^40]. ### Verify Confirm that the team layout saves successfully[^32]. The team layout overrides the system default for that team after 10 seconds, requiring signed-in users to sign out and log in again[^35]. ### Rollback Clear the Override System Default check box, which discards team-specific XML modifications and reverts the team to the system default layout[^36]. ## Step 6: Define reason codes and wrap-up reasons **Same lists for all agents** ### Do In the administration console, create Not Ready reason codes, Sign Out reason codes, and Wrap-Up reasons, setting each as global[^21][^33][^60]. Cisco Finesse 15.0(1) limits system capacity to 100 global Not Ready codes (maximum 40 characters per label), 100 global Sign Out codes (maximum 40 characters per label), and 100 global Wrap-Up reasons; confirm on your Unified CCX release[^21][^33][^60]. If agents must enter a wrap-up code before leaving the wrap-up state, configure the Force Wrap-Up reason setting[^11]. ### Verify Verify that new reasons appear in the administration lists[^21][^60]. Changes apply to desktops after 3 seconds, requiring active agents to sign out and log back in[^27]. ### Rollback Suggested rollback: Delete the newly created reason codes or wrap-up reasons from the corresponding administration gadgets. **Different lists for different teams** ### Do In the administration console, configure Not Ready reason codes, Sign Out reason codes, and Wrap-Up reasons with team availability rather than global availability[^37][^60]. Cisco Finesse 15.0(1) limits capacity to 100 team Not Ready codes (maximum 40 characters per label), 100 team Sign Out codes (maximum 40 characters per label), and 1500 team Wrap-Up reasons (maximum 100 assigned per team); confirm on your Unified CCX release[^21][^33][^60]. If agents must select a code before leaving wrap-up, configure Force Wrap-Up reason[^11]. ### Verify Verify that the configured reason codes and wrap-up reasons are saved and marked available for team assignment[^37]. ### Rollback Suggested rollback: Remove the unassigned team reason codes and wrap-up reasons from the administration gadgets. ## Step 7: Check CSQ wrap-up settings ### Do In Unified CCX Administration, check the configuration for each Contact Service Queue (CSQ)[^6]. Verify the Wrapup Time setting, which designates how many seconds the agent remains in the Wrapup state or leaves it unlimited[^6]. ### Verify Suggested check: Verify that CSQ Wrapup Time matches contact center operational handling policies. ### Rollback Suggested rollback: Restore previous Wrapup Time and Automatic Wrapup values in the CSQ configuration. ## Step 8: Build phone books **Same lists for all agents** ### Do Create global phone books in the Manage Phone Books gadget and add contacts manually or via CSV import[^24][^23]. Cisco Finesse 15.0(1) supports up to 10 global phone books and 50,000 contacts system-wide; confirm on your Unified CCX release[^24]. Ensure each agent does not exceed 6000 contacts across all assigned phone books, as importing a file exceeding 6000 contacts results in an error[^22]. When importing, use a CSV file with headers in the first line; note that an import completely replaces existing contacts in that phone book[^23]. ### Verify Confirm that the phone book lists the imported contacts in the administration console[^24]. ### Rollback Suggested rollback: Re-import a prior backup CSV file to restore previously configured contacts. **Different lists for different teams** ### Do Create phone books in the Manage Phone Books gadget configured as available to teams[^39]. Cisco Finesse 15.0(1) supports up to 300 team phone books; confirm on your Unified CCX release[^24]. Populate contacts manually or by importing a CSV file containing headers in the first line, keeping total contacts per agent at or below 6000[^22][^23]. An import replaces all contacts in the targeted phone book[^23]. ### Verify Confirm that the phone books appear in Manage Phone Books and are designated as available to teams[^39]. ### Rollback Suggested rollback: Re-import an archived contact list CSV file or delete the newly created phone book. ## Step 9: Assign resources to teams **Same lists for all agents** ### Do The Manage Team Resources gadget provides tabs for Phone Books, Reason Codes (Not Ready), Reason Codes (Sign Out), and Wrap-Up Reasons, but global resources apply without individual team assignment on these tabs[^41]. ### Verify Suggested check: Verify that global reason codes and phone books appear in the administration console lists. ### Rollback Suggested rollback: None required. **Different lists for different teams** ### Do In Manage Team Resources, select the target team[^41]. Access the Phone Books, Reason Codes (Not Ready), Reason Codes (Sign Out), and Wrap-Up Reasons tabs to assign the eligible resources to the team, then click Save[^41][^39][^37]. ### Verify Verify that the assigned phone books, reason codes, and wrap-up reasons appear in the selected lists on each respective tab for that team[^41]. ### Rollback Suggested rollback: Select the team in Manage Team Resources, remove the assigned items from each tab, and click Save. ## Step 10: Configure screen pop workflows **Nothing automatic** ### Do A Finesse workflow does not run until it is assigned to a team, so teams without screen pops require no workflow assignment[^55]. ### Verify Suggested check: Confirm that no unwanted workflows remain assigned on the team Workflows tab. ### Rollback Suggested rollback: None required. **Open a web page with call data** ### Do In Manage Workflow Actions, create an action with Action Type set to Browser Pop[^50]. Configure the window name (up to 40 characters) to reuse an existing window, or leave it blank to open a new browser window or tab on every execution[^59]. Enter the target URL and insert variable tags; test the URL independently, as Finesse does not validate URL syntax[^58]. Create a workflow under Manage Workflows with a name up to 40 characters, assign a voice trigger (such as call arrival or call answer), and configure up to 5 conditions[^51][^57]. Add the Browser Pop action to the workflow[^51]. In Manage Team Resources, open the Workflows tab, assign the workflow to the team, and position it using the up and down arrows[^42]. ### Verify Verify that the workflow is assigned to the team in Manage Team Resources, as workflows do not execute until assigned to a team[^55]. Cisco Finesse 15.0(1) limits capacity to 20 workflows per team and 5 actions per workflow; confirm on your Unified CCX release[^54]. ### Rollback Suggested rollback: In Manage Team Resources, remove the workflow from the team's Workflows tab. **Send an HTTP request to another system** ### Do In Manage Workflow Actions, create an action with Action Type set to HTTP Request[^50]. Configure the Handled By, Method, Location, Content Type, URL, and Body fields[^53]. In Manage Workflows, create a workflow with a trigger (such as when a call arrives or is answered), configure up to 5 conditions, and attach the HTTP Request action[^51][^57]. In Manage Team Resources, assign the workflow to the team under the Workflows tab and set the execution order[^42]. Ensure the receiving web server can handle duplicate calls, because an agent refreshing the browser triggers the workflow engine to resend the HTTP request[^56]. ### Verify Verify that the workflow appears on the team's Workflows tab, confirming it is active for assigned agents[^55]. Cisco Finesse 15.0(1) limits capacity to 20 workflows per team and 5 actions per workflow; confirm on your Unified CCX release[^54]. ### Rollback Suggested rollback: In Manage Team Resources, remove the HTTP Request workflow from the team Workflows tab. ## Step 11: Validate desktop changes on an agent sign-in ### Do Have an agent in the affected team sign out of Finesse and sign in again, allowing the updated layout XML and resource associations to load[^18][^35]. ### Verify Suggested check: Place a test call through a Contact Service Queue assigned to the agent. Verify that the agent desktop displays the configured tabs, columns, and gadgets[^19]. Verify that Not Ready codes, Sign Out codes, and Wrap-Up reasons populate as configured, noting that agents cannot select wrap-up reasons if none are configured[^48]. If workflows are configured, confirm that the action triggers upon call arrival or answering[^57]. Refresh the browser during the call and confirm that repeated execution of the pop or HTTP request behaves acceptably[^56]. ### Rollback Suggested rollback: Follow the rollback steps in the individual step where validation failed. ## Applicability Applies to: Cisco Unified Contact Center Express and Cisco Finesse. Deployments: on-premises. Sources checked 2026-09-30. Claims drawn from the Cisco Finesse 15.0(1) Administration Guide were written for Unified CCE and Packaged CCE[^8][^21]. A tech note referenced applies to Unified CCX 12.5 with Finesse 12.5 and CUIC 12.5[^45]. ## What remains uncertain - Whether third-party gadget files uploaded to the primary server must also be uploaded directly to the secondary server, as only the account password is confirmed as per-server[^13]. - Whether the call control gadget may reside at the tab level rather than the page level on specific Unified CCX maintenance releases is not covered by the sources below. - The valid integer range for reason codes and the list of reserved system reason codes on Unified CCX are not covered by the sources below. - Whether Contact Service Queue automatic wrap-up configuration interacts with Finesse wrap-up reason selection is not covered by the sources below. - Whether numeric capacity limits for phone books, reason codes, and workflows in Unified CCX differ from Cisco Finesse 15.0(1) limits documented for Unified CCE[^21][^24][^54]. ## Sources [^1]: Sign-in to the Finesse administration console on Unified CCX uses the Application User ID and Application User password that were set during installation. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Cisco Finesse](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_cisco-finesse.html), Sign In to Cisco Finesse Administration Console. Checked 2026-09-30. [^2]: The Cisco Finesse administration console on Unified CCX is reached at https://:8445/cfadmin, only over HTTPS, using the fully qualified domain name of the server. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Cisco Finesse](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_cisco-finesse.html), Sign In to Cisco Finesse Administration Console. Checked 2026-09-30. [^3]: Cisco's guides disagree on where the call control gadget may be placed: the Unified CCX 15.0 guide says it is supported only at the page level, inside the page tags and not the tab tags, while the Cisco Finesse 15.0(1) guide says it is supported at both page level and tab level but not on multiple pages (disputed). Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Cisco Finesse](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_cisco-finesse.html), Update Default Desktop Layout (note on the call control gadget). Checked 2026-09-30. [^4]: The Finesse default desktop layout XML for Unified CCX contains optional tabs and gadgets for Web Chat and Email and for Advanced Supervisor Capabilities. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Cisco Finesse](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_cisco-finesse.html), Default Layout XML. Checked 2026-09-30. [^5]: The Contact Service Queue field Automatic Wrapup determines whether agents handling calls routed through that CSQ automatically enter the Wrapup state when a call ends; it is Disabled by default. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_provision-of-unified-ccx.html), Contact Service Queue configuration (field: Automatic Wrapup). Checked 2026-09-30. [^6]: The Contact Service Queue field Wrapup Time determines the length of the Wrapup state for that CSQ when a call ends, either enabled with a number of seconds or disabled for no limit. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_provision-of-unified-ccx.html), Contact Service Queue configuration (field: Wrapup Time). Checked 2026-09-30. [^7]: Unified CCX automatically creates a default team that cannot be deleted, and agents who are not assigned to any team belong to it. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_provision-of-unified-ccx.html), Teams Configuration. Checked 2026-09-30. [^8]: Drag-and-drop and resize of gadgets are disabled by default and are enabled by setting the desktop property enableDragDropAndResizeGadget to true. Source: [Cisco Finesse Administration Guide, Release 15.0(1) - Manage Desktop Layout](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1501/admin/guide/cfin_b_150_cisco-finesse-administration-guide/cfin_m_150_manage-desktop-layout.html), Drag-and-Drop and Resize Gadget or Component. Checked 2026-09-30. [^9]: The desktop layout can be edited in either of two editors in the administration console, Text Editor or XML Editor. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Cisco Finesse](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_cisco-finesse.html), Update Default Desktop Layout. Checked 2026-09-30. [^10]: The team-resource, workflow, reason and phone-book behaviour documented in the Cisco Finesse 15.0(1) Administration Guide probably applies to the Finesse embedded in Unified CCX 15.0, because the Unified CCX 15.0 guide's Cisco Finesse chapter has sections with the same headings, but the numeric limits and code ranges may differ on Unified CCX (inferred). Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Cisco Finesse](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_cisco-finesse.html), Chapter section list: Manage Phone Books; Manage Reasons; Manage Team Resources; Manage Workflows. Checked 2026-09-30. [^11]: When Force Wrap-Up reason is configured, agents must select a Wrap-Up reason before changing state after the call ends. Source: [Cisco Finesse Administration Guide, Release 15.0(1) - Manage Reasons](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1501/admin/guide/cfin_b_150_cisco-finesse-administration-guide/cfin_m_150_manage-reasons.html), Wrap-Up Reasons (Force Wrap-Up Reason). Checked 2026-09-30. [^12]: A tab on the Finesse desktop can have up to four columns, with the gadgets for each column placed inside that tab's columns tags. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Cisco Finesse](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_cisco-finesse.html), Update Default Desktop Layout. Checked 2026-09-30. [^13]: The 3rdpartygadget account is used to upload third-party gadgets to the Finesse server; its password is set with the CLI command utils reset_3rdpartygadget_password, must be 5 to 32 characters without spaces or double quotes, and is set on each server separately because it is not synchronized. Source: [Cisco Finesse Administration Guide, Release 15.0(1) - Manage Third-Party Gadgets](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1501/admin/guide/cfin_b_150_cisco-finesse-administration-guide/cfin_m_150_manage-third-party-gadgets.html), Manage Third-Party Gadgets chapter, 3rdpartygadget Account. Checked 2026-09-30. [^14]: Third-party gadgets for Finesse on Unified CCX are hosted either on the Cisco Finesse server through the 3rdpartygadget web application or on an external web server. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Cisco Finesse](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_cisco-finesse.html), Gadgets and Components. Checked 2026-09-30. [^15]: Gadgets are listed in the desktop layout with the gadget tag, whose content is the URL of the gadget XML file; to add a gadget to a tab, its gadget element is added inside that tab's gadgets tag. Source: [Cisco Finesse Administration Guide, Release 15.0(1) - Manage Desktop Layout](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1501/admin/guide/cfin_b_150_cisco-finesse-administration-guide/cfin_m_150_manage-desktop-layout.html), Gadgets and Components; Update Default Desktop Layout. Checked 2026-09-30. [^16]: Third-party gadget files are uploaded by SFTP to the /files directory of the 3rdpartygadget account and are then referenced in the layout XML by a path of the form /3rdpartygadget/files/.xml. Source: [Cisco Finesse Administration Guide, Release 15.0(1) - Manage Third-Party Gadgets](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1501/admin/guide/cfin_b_150_cisco-finesse-administration-guide/cfin_m_150_manage-third-party-gadgets.html), Manage Third-Party Gadgets chapter, upload third-party gadgets. Checked 2026-09-30. [^17]: Third-party gadgets uploaded to the Finesse server must be .xml files; .jsp files cannot be used. Source: [Cisco Finesse Administration Guide, Release 15.0(1) - Manage Third-Party Gadgets](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1501/admin/guide/cfin_b_150_cisco-finesse-administration-guide/cfin_m_150_manage-third-party-gadgets.html), Manage Third-Party Gadgets chapter, third-party gadget limitations. Checked 2026-09-30. [^18]: A saved change to the default Finesse desktop layout takes effect after 3 seconds, but agents who are signed in when the change is made must sign out and sign in again to see it. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Cisco Finesse](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_cisco-finesse.html), Update Default Desktop Layout. Checked 2026-09-30. [^19]: The Finesse Layout XML defines the layout of the Finesse desktop and the gadgets and components displayed on it, and it is edited on the Desktop Layout tab of the administration console. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Cisco Finesse](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_cisco-finesse.html), Manage Desktop Layout; Finesse Desktop Layout XML. Checked 2026-09-30. [^20]: The commented Live Data gadget examples in the Unified CCX default layout XML use the placeholder host my-cuic-server.com, which must be replaced with the fully qualified domain name of the Intelligence Center server, and the HTTPS versions of the Live Data gadgets are to be used. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Cisco Finesse](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_cisco-finesse.html), Default Layout XML (comments in the default layout). Checked 2026-09-30. [^21]: Cisco Finesse 15.0(1) supports a total of 200 Not Ready reason codes, a maximum of 100 global and 100 team codes, with labels of at most 40 characters. Source: [Cisco Finesse Administration Guide, Release 15.0(1) - Manage Reasons](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1501/admin/guide/cfin_b_150_cisco-finesse-administration-guide/cfin_m_150_manage-reasons.html), Not Ready Reason Codes. Checked 2026-09-30. [^22]: The total number of contacts per agent across all phone books is limited to 6000, and an import list containing more than 6000 contacts is rejected with an error message. Source: [Cisco Finesse Administration Guide, Release 15.0(1) - Manage Phone Books](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1501/admin/guide/cfin_b_150_cisco-finesse-administration-guide/cfin_m_150_manage-phone-books.html), Phone Books and Contacts; Import Contacts. Checked 2026-09-30. [^23]: Importing contacts replaces all the contacts in a phone book with the new list, which must be a comma separated values file with the headers in the first line. Source: [Cisco Finesse Administration Guide, Release 15.0(1) - Manage Phone Books](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1501/admin/guide/cfin_b_150_cisco-finesse-administration-guide/cfin_m_150_manage-phone-books.html), Import Contacts. Checked 2026-09-30. [^24]: Cisco Finesse 15.0(1) supports 10 global phone books and 300 team phone books, with 50,000 contacts system-wide, before any engineering special that raises those figures. Source: [Cisco Finesse Administration Guide, Release 15.0(1) - Manage Phone Books](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1501/admin/guide/cfin_b_150_cisco-finesse-administration-guide/cfin_m_150_manage-phone-books.html), Phone Books and Contacts. Checked 2026-09-30. [^25]: Finesse configuration changes are permitted only on the primary Unified CCX server; the Finesse administration console on the secondary server is read-only. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Cisco Finesse](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_cisco-finesse.html), Sign In to Cisco Finesse Administration Console. Checked 2026-09-30. [^26]: Customized desktop properties are set only in the configs section of the layout XML, as config elements with a key and a value, and are not role-specific. Source: [Cisco Finesse Administration Guide, Release 15.0(1) - Manage Desktop Layout](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1501/admin/guide/cfin_b_150_cisco-finesse-administration-guide/cfin_m_150_manage-desktop-layout.html), Customize Desktop Properties. Checked 2026-09-30. [^27]: Changes to reasons take effect on the agent or supervisor desktop after three seconds, but agents who are signed in when the changes are made must sign out and sign in again. Source: [Cisco Finesse Administration Guide, Release 15.0(1) - Manage Reasons](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1501/admin/guide/cfin_b_150_cisco-finesse-administration-guide/cfin_m_150_manage-reasons.html), Wrap-Up Reasons; Not Ready Reason Codes; Sign Out Reason Codes (exact subsection not returned). Checked 2026-09-30. [^28]: The Cisco Finesse 15.0(1) Administration Guide, written for Unified CCE, says a reason code can be any value between 1 and 65535 and must be unique; this packet could not confirm the range that applies on Unified CCX. Source: [Cisco Finesse Administration Guide, Release 15.0(1) - Manage Reasons](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1501/admin/guide/cfin_b_150_cisco-finesse-administration-guide/cfin_m_150_manage-reasons.html), Not Ready Reason Codes; Sign Out Reason Codes. Checked 2026-09-30. [^29]: Restore Default Layout returns the desktop layout to the shipped default, and because an upgrade does not update a changed default layout, it is also how the latest default layout is obtained after an upgrade. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Cisco Finesse](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_cisco-finesse.html), Update Default Desktop Layout. Checked 2026-09-30. [^30]: In the desktop layout editor, Revert returns the editor to the last saved desktop layout. Source: [Cisco Finesse Administration Guide, Release 15.0(1) - Manage Desktop Layout](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1501/admin/guide/cfin_b_150_cisco-finesse-administration-guide/cfin_m_150_manage-desktop-layout.html), Update Default Desktop Layout. Checked 2026-09-30. [^31]: The layout XML is divided by role: XML for an agent-facing tab is added within the tabs tags under the Agent tag, and supervisor-facing XML goes under the supervisor role. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Cisco Finesse](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_cisco-finesse.html), Default Layout XML; Update Default Desktop Layout (exact subsection not returned). Checked 2026-09-30. [^32]: When a desktop layout is saved, Finesse validates that the XML is valid XML syntax and conforms to the Finesse schema. Source: [Cisco Finesse Administration Guide, Release 15.0(1) - Manage Desktop Layout](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1501/admin/guide/cfin_b_150_cisco-finesse-administration-guide/cfin_m_150_manage-desktop-layout.html), Update Default Desktop Layout. Checked 2026-09-30. [^33]: Cisco Finesse 15.0(1) supports 200 Sign Out reason codes, 100 global and 100 team, with labels of at most 40 characters. Source: [Cisco Finesse Administration Guide, Release 15.0(1) - Manage Reasons](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1501/admin/guide/cfin_b_150_cisco-finesse-administration-guide/cfin_m_150_manage-reasons.html), Sign Out Reason Codes. Checked 2026-09-30. [^34]: A tab ID in the layout XML must start with a letter and may contain alphanumeric characters, hyphens and underscores. Source: [Cisco Finesse Administration Guide, Release 15.0(1) - Manage Desktop Layout](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1501/admin/guide/cfin_b_150_cisco-finesse-administration-guide/cfin_m_150_manage-desktop-layout.html), XML Schema Definition. Checked 2026-09-30. [^35]: A saved custom team layout replaces the default layout for that team after 10 seconds, and a supervisor or agent who is signed in when it is saved does not get it until signing out and signing in again. Source: [Cisco Finesse Administration Guide, Release 15.0(1) - Manage Team Resources](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1501/admin/guide/cfin_b_150_cisco-finesse-administration-guide/cfin_m_150_manage-team-resources.html), Assign Custom Desktop Layout to Team. Checked 2026-09-30. [^36]: Clearing the Override System Default check box discards the team's XML changes and the editing pane reverts to the default desktop layout XML. Source: [Cisco Finesse Administration Guide, Release 15.0(1) - Manage Team Resources](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1501/admin/guide/cfin_b_150_cisco-finesse-administration-guide/cfin_m_150_manage-team-resources.html), Assign Custom Desktop Layout to Team. Checked 2026-09-30. [^37]: Only Not Ready reason codes defined in the Manage Reason Codes (Not Ready) gadget as available to teams, not global, can be assigned to a team. Source: [Cisco Finesse Administration Guide, Release 15.0(1) - Manage Team Resources](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1501/admin/guide/cfin_b_150_cisco-finesse-administration-guide/cfin_m_150_manage-team-resources.html), Team Resources (Reason Codes (Not Ready) tab description). Checked 2026-09-30. [^38]: To give a team its own layout, select the team in the Manage Team Resources gadget, open Desktop Layout, and select the Override System Default check box, which makes the XML (pre-filled with the default layout) editable. Source: [Cisco Finesse Administration Guide, Release 15.0(1) - Manage Team Resources](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1501/admin/guide/cfin_b_150_cisco-finesse-administration-guide/cfin_m_150_manage-team-resources.html), Assign Custom Desktop Layout to Team. Checked 2026-09-30. [^39]: Only phone books defined in the Manage Phone Books gadget as available to teams can be assigned to a team on the Phone Books tab of Manage Team Resources. Source: [Cisco Finesse Administration Guide, Release 15.0(1) - Manage Team Resources](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1501/admin/guide/cfin_b_150_cisco-finesse-administration-guide/cfin_m_150_manage-team-resources.html), Team Resources (Phone Books tab description). Checked 2026-09-30. [^40]: A desktop property value defined in a team-specific desktop layout takes precedence over the value defined in the default Desktop Layout and over the value set by CLI. Source: [Cisco Finesse Administration Guide, Release 15.0(1) - Manage Team Resources](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1501/admin/guide/cfin_b_150_cisco-finesse-administration-guide/cfin_m_150_manage-team-resources.html), Customize Desktop Properties at Team Level. Checked 2026-09-30. [^41]: The Manage Team Resources gadget has six tabs for a selected team: Desktop Layout, Phone Books, Reason Codes (Not Ready), Reason Codes (Sign Out), Wrap-Up Reasons and Workflows. Source: [Cisco Finesse Administration Guide, Release 15.0(1) - Manage Team Resources](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1501/admin/guide/cfin_b_150_cisco-finesse-administration-guide/cfin_m_150_manage-team-resources.html), Team Resources. Checked 2026-09-30. [^42]: Workflows assigned to a team on the Workflows tab of Manage Team Resources run in the order they are listed, and the up and down arrows change that order. Source: [Cisco Finesse Administration Guide, Release 15.0(1) - Manage Team Resources](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1501/admin/guide/cfin_b_150_cisco-finesse-administration-guide/cfin_m_150_manage-team-resources.html), Assign Workflows to Team. Checked 2026-09-30. [^43]: In Unified CCX a team is a group of agents who report to the same supervisor, with one primary supervisor and optional secondary supervisors, and teams are created in Unified CCX Administration under Subsystems > RmCm > Teams. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_provision-of-unified-ccx.html), Teams Configuration; Create a Team. Checked 2026-09-30. [^44]: The same Unified CCX 12.5 tech note restarts the Cisco Unified CCX Notification Service, Cisco Finesse Tomcat and the Unified CCX Socket.IO Service after changing the layout, then verifies by signing in to the Finesse desktop and confirming the new tab appears. Source: [Configure CUIC Historical Report Gadgets in Cisco Finesse](https://www.cisco.com/c/en/us/support/docs/contact-center/unified-contact-center-express/220917-configure-cuic-historical-report-gadgets.html), Configure (restart services); Verify. Checked 2026-09-30. [^45]: A Cisco tech note for Unified CCX 12.5 adds a custom gadget by resetting the 3rdpartygadget user password from the CLI, uploading the gadget XML file by SFTP to /3rdpartygadget/files, and then adding the gadget path inside a new tab in the Finesse desktop layout XML. Source: [Configure CUIC Historical Report Gadgets in Cisco Finesse](https://www.cisco.com/c/en/us/support/docs/contact-center/unified-contact-center-express/220917-configure-cuic-historical-report-gadgets.html), Configure (steps for uploading the gadget XML and editing the desktop layout). Checked 2026-09-30. [^46]: The Finesse guide gives utils service restart Cisco Finesse Tomcat as the way to clear a stale cached copy of a third-party gadget after it has been changed. Source: [Cisco Finesse Administration Guide, Release 15.0(1) - Manage Third-Party Gadgets](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1501/admin/guide/cfin_b_150_cisco-finesse-administration-guide/cfin_m_150_manage-third-party-gadgets.html), Manage Third-Party Gadgets chapter, upload third-party gadgets (note on caching). Checked 2026-09-30. [^47]: Cisco states the Finesse desktop is tested to perform well with an average of 20 gadgets per desktop across all tabs; this is a tested figure, not an enforced maximum. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Cisco Finesse](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_cisco-finesse.html), Live Data Gadgets (as reported by extraction; the sentence may sit in the default layout XML notes). Checked 2026-09-30. [^48]: The Unified CCX Finesse user guide tells agents that the functionality available on the desktop depends on what the administrator configured; for example, if no Wrap-Up Reasons are defined the agent cannot choose one. Source: [Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 15.0 - Cisco Finesse Desktop Interface](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/user/guide/uccx_b_1501_finesse-agent-and-supervisor-desktop-user-guide-release-150/uccx_m_1501_cisco-finesse-desktop-interface.html), Cisco Finesse Desktop Interface chapter (exact heading not returned). Checked 2026-09-30. [^49]: The version tag of the desktop layout XML cannot be edited. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Cisco Finesse](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_cisco-finesse.html), Update Default Desktop Layout. Checked 2026-09-30. [^50]: Finesse has two workflow action types, Browser Pop and HTTP Request, created in the Manage Workflow Actions gadget, and an action's Handled By field chooses between the Finesse Desktop and Other (a third-party gadget). Source: [Cisco Finesse Administration Guide, Release 15.0(1) - Manage Workflows](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1501/admin/guide/cfin_b_150_cisco-finesse-administration-guide/cfin_m_150_manage-workflows.html), Workflows and Workflow Actions; Add Browser Pop Workflow Action. Checked 2026-09-30. [^51]: A workflow is defined with a name of up to 40 characters, a trigger chosen in the When to perform Actions list, up to five conditions applied as all-met or any-met, and an ordered list of actions. Source: [Cisco Finesse Administration Guide, Release 15.0(1) - Manage Workflows](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1501/admin/guide/cfin_b_150_cisco-finesse-administration-guide/cfin_m_150_manage-workflows.html), Add Workflow. Checked 2026-09-30. [^52]: A workflow applies only to the first call that matches its trigger, and when several workflows are configured for a team the workflow engine evaluates them in the configured order. Source: [Cisco Finesse Administration Guide, Release 15.0(1) - Manage Workflows](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1501/admin/guide/cfin_b_150_cisco-finesse-administration-guide/cfin_m_150_manage-workflows.html), Workflows and Workflow Actions. Checked 2026-09-30. [^53]: An HTTP Request workflow action is defined by the fields Handled By, Method, Location, Content Type, URL and Body. Source: [Cisco Finesse Administration Guide, Release 15.0(1) - Manage Workflows](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1501/admin/guide/cfin_b_150_cisco-finesse-administration-guide/cfin_m_150_manage-workflows.html), Add HTTP Request Workflow Action. Checked 2026-09-30. [^54]: Cisco Finesse 15.0(1) supports 100 workflows and 100 actions per Finesse system, 20 workflows per team, five conditions per workflow, five actions per workflow and five variables per action. Source: [Cisco Finesse Administration Guide, Release 15.0(1) - Manage Workflows](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1501/admin/guide/cfin_b_150_cisco-finesse-administration-guide/cfin_m_150_manage-workflows.html), Workflows and Workflow Actions. Checked 2026-09-30. [^55]: A Finesse workflow does not run until it is assigned to a team. Source: [Cisco Finesse Administration Guide, Release 15.0(1) - Manage Workflows](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1501/admin/guide/cfin_b_150_cisco-finesse-administration-guide/cfin_m_150_manage-workflows.html), Add Workflow. Checked 2026-09-30. [^56]: When an agent refreshes the browser the workflow engine treats the call as newly arrived or newly made, so an HTTP Request action in the workflow is sent again on refresh. Source: [Cisco Finesse Administration Guide, Release 15.0(1) - Manage Workflows](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1501/admin/guide/cfin_b_150_cisco-finesse-administration-guide/cfin_m_150_manage-workflows.html), Workflows and Workflow Actions. Checked 2026-09-30. [^57]: The voice events that can trigger a Finesse workflow include when a call arrives, when a call is answered, when a call ends and when making a call. Source: [Cisco Finesse Administration Guide, Release 15.0(1) - Manage Workflows](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1501/admin/guide/cfin_b_150_cisco-finesse-administration-guide/cfin_m_150_manage-workflows.html), Workflows and Workflow Actions. Checked 2026-09-30. [^58]: Finesse does not validate the URL entered in a Browser Pop action; variable tags can be inserted into the URL and sample data entered for each variable to preview it. Source: [Cisco Finesse Administration Guide, Release 15.0(1) - Manage Workflows](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1501/admin/guide/cfin_b_150_cisco-finesse-administration-guide/cfin_m_150_manage-workflows.html), Add Browser Pop Workflow Action. Checked 2026-09-30. [^59]: In a Browser Pop action the window name is limited to 40 characters and may be blank; if it is blank a new window opens every time the action runs, and whether it opens as a window or a tab depends on browser settings. Source: [Cisco Finesse Administration Guide, Release 15.0(1) - Manage Workflows](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1501/admin/guide/cfin_b_150_cisco-finesse-administration-guide/cfin_m_150_manage-workflows.html), Add Browser Pop Workflow Action. Checked 2026-09-30. [^60]: Cisco Finesse 15.0(1) supports a maximum of 100 global and 1500 team Wrap-Up reasons, with no more than 100 Wrap-Up reasons assigned to any one team, and Wrap-Up reasons can be global to all agents or limited to specific teams. Source: [Cisco Finesse Administration Guide, Release 15.0(1) - Manage Reasons](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1501/admin/guide/cfin_b_150_cisco-finesse-administration-guide/cfin_m_150_manage-reasons.html), Wrap-Up Reasons. Checked 2026-09-30.