Wallboard View 3 (Multi UCC) explained
Introduction
With this view it is possible to keep track of multiple UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location.’s. The can be shown as single UCC per line or as grouped (multiple) UCC per group.
View 3 Multi UCC
Description
Shows per row the information of the configured UCC(s).
Explanation
| Item | Description |
|---|---|
| UCC Name |
Shows the name of the UCC or the name of the group |
| Calls |
The amount of active accepted calls by the UCC or group |
| Calls Waiting |
The amount of calls waiting to be hunted |
| Available |
The amount of available agents within the UCC or group |
| In a Call |
The amount of agents in a call within the UCC or group |
| Away |
The amount of agents with status Away within the UCC or group |
| Busy |
The amount of Busy agents within the UCC or group |
| Overflow |
All agents with Skills scores between the defined values in the config file (experts) |
| Queue time |
This shows the amount of calls with waiting times shorter than 20 seconds, shorter than 2 minutes and longer than 2 minutes (values are configurable) |
| SLA |
Shows the current service level Default: Accepted Calls Today < 20 sec / Accepted Calls Today Alternative: All Calls Today < 20 sec / Accepted Calls Today + Missed Calls Today |
Note
All numbers include the Inbound, Outbound and Direct Conversations. (Also forwarded calls are counted)
Note
You can switch to Alternative by changing setting "MultiViewUnAnsweredWaitTimesSLA" to true in the config.xml.
Note
The Wallboard uses a simplified source for the statistics compared to the Dialogue Intelligence (reports).
For this reason the data will not always be one-on-one the same.
Differences:
- Dialogue Intelligence distinguishes between Missed and QuickDrop, Wallboard combines them as Missed.
- Dialogue Intelligence distinguishes between Inbound, Direct, Outbound, Wallboard combines them.
- Dialogue Intelligence distinguishes between Hunts and Forwards, Wallboard combines them.