Wallboard Configure file explained

The configuration file is named ‘Config.xml’ can be found via the following path:

32 bit machine: C:\Program Files (x86)\Anywhere365 InFlight WallBoard\I01

64 bit machine: C:\Program Files\Anywhere365 InFlight WallBoard\I01

The Config.xml file can be opened with notepad or another editor. (For example Notepad++)

If you take a look at the file, you can see that the file consists of several sections.

The first section is called ‘General Settings’ and it should look like:

 

General Settings

<!-- General Settings -->
<LyncVersion value="2016" />
<DefaultView value="1" enabled="true" />
<!-- 1 Normal, 2 Custom (Grid), 3 Multiple, 4 InboundOnly, 5 StatisticsView, 6 ReasonCodeView, 7 MultiChatView -->
<MultipleUCCGroup value="-1" enabled="true" />
<!-- -1 == GroupView, 0 == group 0, 1 == group 1, 2 == group 2, 12 == group 12, etc-->
<LogLevel value="Information" enabled="true" />
<!-- All, Critical, Error, Warning, Information, Verbose -->
<LowestSkillValue value="1" enabled="true" />
<Language value="en" enabled="true" />
<DemoClickLogo enabled="true" value="true" />
<DefaultDepartmentView enabled="true" value="1" />
<!-- DefaultDepartmentView value [ 0 == Animate, 1 == Percentage, 2 == Names, 3 == Presence ] -->
<DepartmentsAlphabeticalOrder enabled="true" value="false" />
<!-- DepartmentsAlphabeticalOrder value [ true == Order Skills on name, false == Order Skills on Usage ]-->
<!-- End General Settings -->

Setting	Description
LyncVersion	Skype for BusinessSkype for Business (formerly Microsoft Office Communicator and Microsoft Lync) is an instant-messaging client used by Anywhere365. In order to use SFB, a Microsoft Skype for Business Server is required. Skype for Business is enterprise software; compared to Skype, it has different features that target businesses. version. 2010, 2013 or 2016
DefaultView	Change the starting view of the Wallboard.
MultipleUCCGroup	Show the UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers.'s in a group, -1 show top level.
LogLevel	Show more logging, used for debugging.
LowestSkillValue	Hide Agent with score lower than value.
Language	Change the language of the Wallboard.
DemoClickLogo	Use the logo to switch between views.
DefaultDepartmentView	Change the behavior of the Department bar.
DepartmentsAlphabeticalOrder	true is order Skills on name, false is order Skills on Usage

The other settings are for the individual views, more information can be found when configuring the view.

 

Demo Settings

Finally, at the bottom of the file you will see the ‘Demo’ settings. These settings are not used in a live Wallboard situation and it’s not necessary to edit these settings. They should look like: (Keep in mind the preview data)

<!-- Demo Settings -->
<DemoMode enabled="false"/>
<DemoCustomer enabled="true" customers=""/>
<DemoAgent enabled="true" agents=""/>
<DemoQueue enabled="true" queues=""/>
<!-- values in seconds -->
<DemoNewCall enabled="true" value="1"/>
<DemoSkillChoice enabled="true" value="1"/>
<DemoHuntAgent enabled="true" value="1"/>
<DemoCallConnect enabled="true" value="2"/>
<DemoCallHangup enabled="true" value="7"/>
<DemoNewChat enabled="true" value="3"/>
<!-- End Demo Settings -->

 

SLA Settings

You can now create your own SLA formula, which will be enabled for each unique view.

<!-- SLA Settings -->
<SLACalculationFormula enabled="false" value="AcceptedSLA1 / (AcceptedCallsToday + NotAcceptedCallsToday)" />
<!-- AcceptedCallsToday / AcceptedInboundCallToday / NotAcceptedCallsToday / NotAcceptedInboundCallsToday -->
<!-- AcceptedSLA1 / AcceptedSLA2 / AcceptedSLA3 / AcceptedInboundSLA1 / AcceptedInboundSLA2 / AcceptedInboundSLA3 -->
<!-- NotAcceptedSLA1 / NotAcceptedSLA2 / NotAcceptedSLA3 / NotAcceptedInboundSLA1 / NotAcceptedInboundSLA2 / NotAcceptedInboundSLA3 -->
<!-- AllSLA1 / AllSLA2 / AllSLA3 / AllInboundSLA1 / AllInboundSLA2 / AllInboundSLA3 -->
<!-- End SLA Settings -->

 

Values Explained

Setting	Description
AcceptedCallsToday	Accepted Calls Today (Inbound/Direct/Outbound, including Forwards)
AcceptedInboundCallsToday	Accepted Inbound Calls Today
NotAcceptedCallsToday	Missed Calls Today (Inbound/Direct/Outbound, including Forwards)
NotAcceptedInboundCallsToday	Missed Inbound Calls Today
AcceptedSLA1	Accepted within 20 sec Calls Today (Inbound/Direct/Outbound, including Forwards)
AcceptedSLA2	Accepted within 120 sec Calls Today (Inbound/Direct/Outbound, including Forwards)
AcceptedSLA3	Accepted after 120 sec Calls Today (Inbound/Direct/Outbound, including Forwards)
AcceptedInboundSLA1	Accepted within 20 sec Inbound Calls Today
AcceptedInboundSLA2	Accepted within 120 sec Inbound Calls Today
AcceptedInboundSLA3	Accepted after 120 sec Inbound Calls Today
NotAcceptedSLA1	Missed within 20 sec Calls Today (Inbound/Direct/Outbound, including Forwards)
NotAcceptedSLA2	Missed within 120 sec Calls Today (Inbound/Direct/Outbound, including Forwards)
NotAcceptedSLA3	Missed after 120 sec Calls Today (Inbound/Direct/Outbound, including Forwards)
NotAcceptedInboundSLA1	Missed within 20 sec Inbound Calls Today
NotAcceptedInboundSLA2	Missed within 120 sec Inbound Calls Today
NotAcceptedInboundSLA3	Missed after 120 sec Inbound Calls Today
AllSLA1	Accepted and Missed within 20 sec Calls Today (Inbound/Direct/Outbound, including Forwards)
AllSLA2	Accepted and Missed within 120 sec Calls Today (Inbound/Direct/Outbound, including Forwards)
AllSLA3	Accepted and Missed after 120 sec Calls Today (Inbound/Direct/Outbound, including Forwards)
AllInboundSLA1	Accepted and Missed within 20 sec Inbound Calls Today
AllInboundSLA2	Accepted and Missed within 120 sec Inbound Calls Today
AllInboundSLA3	Accepted and Missed after 120 sec Inbound Calls Today

 

How to

1. Change

<SLACalculationFormula enabled="false" value="AcceptedInboundSLA1 / (AcceptedInboundCallToday + NotAcceptedInboundCallsToday)" />
 

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