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)" />