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:
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Statistics Overview
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Skill Service level overview
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Agent Overview
Statistics overview
Description
Show the daily statistics.
Explanation
Item |
Description |
---|---|
Total SLA percentage |
Shows the total Service Level Agreement (SLA) percentage for all skills. |
Accepted conversations |
Number of accepted conversations today. |
Declined conversations |
Number of missed conversations today. |
Decline in 20s |
Number of missed conversations today with a queue time shorter than 20 seconds |
Longest wait |
Longest queue time of the accepted conversations today |
Answer in 30s |
Number of accepted conversations today with a queue time shorter than 30 seconds |
AVG Decline |
The average number of seconds the conversations was disconnected today |
Calls waiting |
Number of active conversations in the queue |
Average wait |
Average queue time of the accepted conversations |
Skill Service level overview
Description
This element shows the SLA percentage per Skill, including additional real-time statistics.
Explanation
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:
[IISRootDirectory]\[WebWallboardDirectory]\assets\config\config.json
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language: WebWallboard UI language.
Possible values are ‘en’ (English), ‘nl’ (Dutch), ‘de’ (German).
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connection
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dashboardServiceBaseUrl: The full url to your Dasboard Service.
E.g. https://ucc.yourdomain.com/dashboardservice/
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attendantServiceBaseUrl: The full url to your Attendant Service.
E.g. https://ucc.yourdomain.com/attendantservice/
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hubName: The name of your Dashboard hub.
Default ‘DashboardHub’.
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defaultUccName: The name of your UCC.
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logging: Show (SignalR) connection logging for connection problems / debug purposes.
Possible (boolean) values are true and false.
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reasonCode
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useNoReasonCode: Show agents without a reason code.
Possible (boolean) values are true and false.
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useReasonCodeInCall: Show agents with reason code ‘In a call’.
Possible (boolean) values are true and false.
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useReasonCodeDischarge: Show agents with reason code ‘Discharge’.
Possible (boolean) values are true and false.
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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:
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:
[yourwebwallboardurl]?[filtername]=[value]&[filtername]=[value]
with the starting wallboard URL and demarcating the first parameter with a ‘?’ (question mark) and every additional parameter with a ‘&’ (ampersand).
UCC
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.:
https://mydomain.com/webwallboard?ucc=ucc_servicedesk
Statistics
Statistics can be filtered by calltype (default all numbers include the Inbound, Outbound and Direct Conversations).
Parameter name: calltype.
Possible values are inbound, outbound and direct. E.g.:
https://mydomain.com/webwallboard?calltype=inbound&calltype=outbound
Service Levels
Service Levels can be filtered by skill (default all skills within a UCC are shown).
Parameter name: showskill.
Possible values are any of the skills in your UCC. E.g.:
https://mydomain.com/webwallboard?showskill=servicedesk&showskill=sales
In this example only the skills ‘servicedesk’ and ‘sales’ will be visible in the Service Levels.
Parameter name: hideskill.
Possible values are any of the skills in your UCC. E.g.
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.
Parameter name: HideOfflineAgents
Default setting is FALSE, meaning the offline agents will be displayed.
Setting the parameter to TRUE will hide agents whose presence is Offline.
https://mydomain.com/webwallboard?hideofflineagents=true
From SharePoint
ServiceLevelThreshold1InSeconds
If a Dialogue is answered in less than ServiceLevelThreshold1InSeconds the call is considered to be handled according to the first ServiceLevelAgreement segment.
Default: 20.
ServiceLevelThreshold2InSeconds
If a Dialogue is answered in less than ServiceLevelThreshold2InSeconds but more or equal than ServiceLevelThreshold1InSeconds the call is considered to be handled according to the second ServiceLevelAgreement segment. For the best results, the following relationship should hold: ServiceLevelThreshold1InSeconds < ServiceLevelThreshold2InSeconds.
Default: 120.
QuickDropThresholdSeconds
If a Dialogue is dropped by the Customer in less than QuickDropThresholdSeconds the call is considered to be QuickDropped. QuickDropped calls can be ignored in the calculation of the ServiceLevelAgreement.
Default: 5.
ServiceLevelFormula
The Formula used to calculate the ServiceLevelPercentage.
Default: AcceptedSla1 / (Accepted + (Missed - QuickDropped)
The following columns are supported:
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Accepted
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AcceptedSla1
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AcceptedSla2
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AcceptedSla3
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Missed
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QuickDropped
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InboundAccepted
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InboundAcceptedSla1
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InboundAcceptedSla2
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InboundAcceptedSla3
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InboundMissed
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InboundQuickDropped
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OutboundAccepted
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OutboundAcceptedSla1
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OutboundAcceptedSla2
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OutboundAcceptedSla3
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OutboundMissed
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OutboundQuickDropped
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DirectAccepted
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DirectAcceptedSla1
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DirectAcceptedSla2
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DirectAcceptedSla3
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DirectMissed
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DirectQuickDropped