Web Wallboard User Guide

The Web Wallboard is a graphical representation of your UCCs. This 'dashboard' displays realtime information about Agents and Queues and provides you with up-to-date statistics regarding the current state of your 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..

Overview

The Web Wallboard contains the following sections:

Statistics Overview
Skill Service level overview
Agent Overview

Statistics overview

Description

Show the daily statistics.

Explanation

Note: By default, all numbers include Inbound, Outbound and Direct Conversations.

* The SLA percentage can be configured via the Settings on SharePoint, Learn More

URL variables like `calltype`, `showskill`, or `hideskill` do not have an impact on the SLA.

** Configure the counters with the `calltype` URL variable, Learn More

`showskill`, or `hideskill` have no impact on the counters.
Item	Description
Total SLA percentage *	This metric shows the overall Service Level Agreement (SLA) percentage for all skills. By default the SLA percentage measures the percentage of conversations that were answered within a specific time frame. A higher percentage indicates better performance.
Accepted conversations **	This metric shows the number of conversations that were accepted by an agent today. An accepted conversation is one where an agent has engaged in a conversation with a customer.
Missed conversations **	This metric shows the number of conversations that were missed today. A missed conversation is one where a customer waits in the queue and ends the call before being connected to an agent, regardless of whether the call rang at the agent's end or not.
Decline in 20s **	This metric shows the number of conversations that were missed today with a queue time shorter than 20 seconds. This means that the customer waited in the queue for less than 20 seconds before dropping the conversation.
Longest wait **	This metric shows the longest queue time of accepted conversations today. It measures the amount of time that the longest waiting customer spent in the queue before being accepted by an agent.
Answer in 30s **	This metric shows the number of conversations that were accepted today with a queue time shorter than 30 seconds. This means that the customer waited in the queue for less than 30 seconds before an agent accepted the conversation.
AVG Decline **	This metric shows the average number of seconds that conversations were in the queue before being disconnected today. This measures the average time spent waiting in the queue for conversations that were missed.
Calls waiting **	This metric shows the number of active conversations that are currently waiting in the queue. This indicates how many customers are waiting for an agent to engage with them.
Average wait **	This metric shows the average queue time of accepted conversations today. It measures the average time that customers waited in the queue before being accepted by an agent.

Skill Service level overview

Note: When more then 6 skills are shown, the view will change to a compact view.

Description

This element shows the SLA percentage per Skill, including additional real-time statistics.

Explanation

* The SLA percentage can be configured via the Settings on SharePoint, Learn More

URL variables like `calltype`, `showskill`, or `hideskill` do not have an impact on the SLA.
Item	Description
Agents	All available informal Agent When you create an 'Informal Agent' in the agent list, then this agent will be part of the agent circle as soon as he signs in to his Skype for Business or Teams client. In contrast, by marking the checkbox 'Formal' upon creating a new agent, the agent first has to actively sign in to the UCC to be available for call distribution. + All available logged in formal Agents A Formal Agent is able to sign in and sign out of the UCC. This can be achieved when the Agent sends a start or stop command to the Skype for Business client of the UCC.
Percentage *	The SLA based on the configured formula. Default = AcceptedSLA1 / (AcceptedCallsToday + NotAcceptedCallsToday)
Queue	Number of active conversations in the queue Note: Not visible in the compact view.
In a call	Number of active accepted conversations Note: Not visible in the compact view.

Agent overview

Description

Shows the agents per reason code

Settings

From the configuration file

Location of the file on your server:

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Path

[IISRootDirectory]\[WebWallboardDirectory]\assets\config\config.json

language: WebWallboard UI language.

Possible values are ‘en’ (English), ‘nl’ (Dutch), ‘de’ (German).
connection
- dashboardServiceBaseUrl: The full url to your Dasboard Service.
  
  E.g. https://ucc.yourdomain.com/dashboardservice/
- attendantServiceBaseUrl: The full url to your Attendant Service.
  
  E.g. https://ucc.yourdomain.com/attendantservice/
- hubName: The name of your Dashboard hub.
  
  Default ‘DashboardHub’.
- defaultUccName: The name of your UCC.
- logging: Show (SignalR) connection logging for connection problems / debug purposes.
  
  Possible (boolean) values are true and false.
reasonCode
- useNoReasonCode: Show agents without a reason code.
  
  Possible (boolean) values are true and false.
- useReasonCodeInCall: Show agents with reason code ‘In a call’.
  
  Possible (boolean) values are true and false.
- useReasonCodeDischarge: Show agents with reason code ‘Discharge’.
  
  Possible (boolean) values are true and false.

Setting parameters (data filters) using URL formatting

It is possible to use the Web Wallboard URL to specify the types information you want to display. By formatting the URL appropriately and concatenating different 'parameters', you can choose information from a specific UCC as well as specify what you want to see.

Here is an example of such a URL:

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URL

https://mydomain.com/webwallboard/?calltype=inbound&calltype=outbound

where

https://mydomain.com/webwallboard/

is the part that points your browser to the Web Wallboard web application, and where

?calltype=inbound&calltype=outbound

specifies that you want to display both inbound and outbound calls.

Therefore, by structuring the web Wallboard URL as follows:

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Format

[your-Web-Wallboard-Url]?[filtername]=[value]&[filtername]=[value]

i.e. start with the wallboard URL, next start the first parameter with a ‘?’ (question mark) and add every additional parameter separated with an ‘&’ (ampersand).

Note: All URL parameters can be combined (with the exception of showskill and hideskill which are each others opposites) to create your own WebWallboard.

UCC parameters

A specific UCC can be provided through the url. This will override the ucc in the WebWallboard config (defaultUccName).

Parameter name: ucc.

Possible values are any of your ucc names. E.g.:

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URL

https://mydomain.com/webwallboard/?ucc=ucc_servicedesk

You can only use this parameter once.

Statistics parameters

The statistics counters (except SLA) can be filtered by calltype (default all numbers include the Inbound, Outbound and Direct Conversations).

calltype.

Possible values are inbound, outbound and direct. E.g.:

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URL

https://mydomain.com/webwallboard/?calltype=inbound&calltype=outbound

Skill parameters

Service Levels can be filtered by skill (by default all skills within a UCC are shown).

showskill

Possible values are any of the skills in your UCC. E.g.:

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URL

https://mydomain.com/webwallboard/?showskill=servicedesk&showskill=sales

In this example only the skills ‘servicedesk’ and ‘sales’ will be visible in the Service Levels.

hideskill

Possible values are any of the skills in your UCC. E.g.

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URL

https://mydomain.com/webwallboard/?hideskill=servicedesk&hideskill=sales

In this example all the skills of your UCC except ‘servicedesk’ and ‘sales’ will be visible in the Service Levels.

Agent parameters

HideOfflineAgents

Default setting is FALSE, meaning the offline agents will be displayed.

Setting the parameter to TRUE will hide agents whose presence is Offline.

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URL

https://mydomain.com/webwallboard/?hideofflineagents=true