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

Skill Service level overview

Description

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

Explanation

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

• 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:

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:

• Accepted

• AcceptedSla1

• AcceptedSla2

• AcceptedSla3

• Missed

• QuickDropped

• InboundAccepted

• InboundAcceptedSla1

• InboundAcceptedSla2

• InboundAcceptedSla3

• InboundMissed

• InboundQuickDropped

• OutboundAccepted

• OutboundAcceptedSla1

• OutboundAcceptedSla2

• OutboundAcceptedSla3

• OutboundMissed

• OutboundQuickDropped

• DirectAccepted

• DirectAcceptedSla1

• DirectAcceptedSla2

• DirectAcceptedSla3

• DirectMissed

• DirectQuickDropped