Dialogue Cloud

On Premises

Configure Dashboard Service

Complete state

Complete state is send to the client (Snapper, Wallboard, etc) when a new subscription is started. This contains all the current live information of the 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.. However when you have a lot of clients over a limited network connection, this could take unnecessary resources. With the key complete_state_ucc_only_requester, this can only be send to the client who is requesting the complete state.

Advanced Statistics

The Advanced Statistics data can be prevented from being sent over the Dashboardservice to prevent excess traffic with limited network resources and/or many clients ( Snapper or WebWallboard) requesting this data. Disabling these two advanced data collectors can be requested through Anywhere365 support or your partner contact.

Option 1: if only disable_advanced_personal_statistics is set to true

  1. There is no impact on WebWallboard

  2. Even if the toggle Enable Advanced Statistics is enabled in the Snapper:

    the below section for Personal Statistics in the Snapper will stay empty:

Option 2: if only disable_advanced_wallboard_statistics is set to true

  1. The WebWallboard will not show any information related to SLA per skill and calls waiting counter does not work.

  2. There is no impact on Snapper

Option 3: if disable_advanced_personal_statistics and disable_advanced_wallboard_statistics are both set to true

  1. The impact on Snapper is as described above in option 1,
    and

  2. The impact on Webwallboard is as described above in option 2.