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 |
|
DefaultView |
Change the starting view of the Wallboard. |
MultipleUCCGroup |
|
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
- Change
<SLACalculationFormula enabled="false" value="AcceptedInboundSLA1 / (AcceptedInboundCallToday + NotAcceptedInboundCallsToday)" />
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