Configure Wallboard View 3 (Multi UCC)

Introduction

This view is also known as Multi View.

 

Preview

 

Configure

  1. Open the config.xml file, which is located in the Anywhere365 “InFlight WallBoard\I01” folder

  2. The right value for the DefaultView = 3

  3. Make sure the General Settings are as in the example below

    <!-- General Settings -->
    <DefaultView value="3" enabled="true"></DefaultView>
    <!-- 1 Normal, 2 Custom (Grid), 3 Multiple, 4 InboundOnly, 5 StatisticsView, 6 Reason Code -->
    <MultipleUCCGroup value="-1" enabled="true" />
    <!-- -1 == GroupView, 0 == group 0, 1 == group 1, 2 == group 2, 12 == group 12, etc-->
    <LogLevel value="All" enabled="true" />
    <!-- All, Critical, Error, Warning, Information, Verbose -->
    <LowestSkillValue value="1" enabled="true" />
    <Language value="en" enabled="true"></Language>
    <!-- End General Settings -->

  4. Add the following lines to the MultiUCC Settings (edit to configure them for your 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.)

    • SLA1Label and SLA2Label are labels which are shown in the UCCGroup view for the WaitTimes.

    • Per UCC the following settings are available:

      • SLA1 and 2 values are in seconds. The values are used to calculate the group / UCC wait times.

      • Skill1Available available agents with a skill value >= Skill1Available.

      • Skill1Other In a Call, Away and Busy agents with a skill value >= Skill1Other

      • Skill2Available Overflow agents which are available with a skill value <= Skill1Available and >= Skill2Available.

    <uccgroups enabled="true">

     

    <uccgroup name="Customer group 1" SLA1Label="20 sec" SLA2Label="2 min" UCCGroup="75">

    <uccs>

    <ucc SLA1="20" SLA2="120" Skill1Available="50" Skill2Available="0" Skill1Other="0">

    <DashboardServer version="1.5" name="ucc_name01" value="http://[ucc server fqdn]/DashboardService/signalr/hubs"></DashboardServer>

    </ucc>

    <ucc SLA1="20" SLA2="120" Skill1Available="50" Skill2Available="0" Skill1Other="0">

    <DashboardServer version="1.5" name="ucc_name02" value="http://[ucc server fqdn]/DashboardService/signalr/hubs"></DashboardServer>

    </ucc>

    </uccs>

    </uccgroup>


    <uccgroup name="Customer group 2" SLA1Label="20 sec" SLA2Label="2 min" UCCGroup="75">

    <uccs>

    <ucc SLA1="20" SLA2="120" Skill1Available="50" Skill2Available="0" Skill1Other="0">

    <DashboardServer version="1.5" name="ucc_name03" value="http://[ucc server fqdnA fully qualified domain name (FQDN), sometimes also referred as an absolute domain name, is a domain name that specifies its exact location in the tree hierarchy of the Domain Name System (DNS).]/DashboardService/signalr/hubs"></DashboardServer>

    </ucc>

    <ucc SLA1="20" SLA2="120" Skill1Available="50" Skill2Available="0" Skill1Other="0">

    <DashboardServer version="1.5" name="ucc_name04" value="http://[ucc server fqdn]/DashboardService/signalr/hubs"></DashboardServer>

    </ucc>

    </uccs>

    </uccgroup>


    </uccgroups>

  5. Replace enter correct UCC name and UCC server

  6. Save the file

  7. Now the Grid View is applied for the Wallboard.