Dialogue Cloud

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

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    XML
    <!-- General Settings -->
    <DefaultView value="3" enabled="true"></DefaultView>
    <!-- 1 Normal, 2 Custom (Grid), 3 Multiple, 4 InboundOnly, 5 StatisticsView, 6 Reason Code -->
    <MultipleUCCGroup value="66" 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 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.)

    • 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.

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    XML
    <uccgroups enabled="true">
     
    <uccgroup name="Customer group 1" SLA1Label="20 sec" SLA2Label="2 min" UCCGroup="66">
     <uccs>
     <ucc SLA1="20" SLA2="120" Skill1Available="50" Skill2Available="0" Skill1Other="0">
     <DashboardServer version="1.5" name="ucc-name01" value="http(s)://<FQDN>/DashboardService"></DashboardServer>
     </ucc>
     <ucc SLA1="20" SLA2="120" Skill1Available="50" Skill2Available="0" Skill1Other="0">
     <DashboardServer version="1.5" name="ucc-name02" value="http(s)://<FQDN>/DashboardService"></DashboardServer>
     </ucc>
     </uccs>
    </uccgroup>

    <uccgroup name="Customer group 2" SLA1Label="20 sec" SLA2Label="2 min" UCCGroup="66">
     <uccs>
     <ucc SLA1="20" SLA2="120" Skill1Available="50" Skill2Available="0" Skill1Other="0">
     <DashboardServer version="1.5" name="ucc-name03" value="http(s)://<FQDN>/DashboardService"></DashboardServer>
     </ucc>
     <ucc SLA1="20" SLA2="120" Skill1Available="50" Skill2Available="0" Skill1Other="0">
     <DashboardServer version="1.5" name="ucc-name04" value="http(s)://<FQDN>/DashboardService"></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.

 

(Optional) Multiview Animation

When adding more groups that can fit on one page, you can enable an animation to switch between groups.

The timing can be controlled with the setting:

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XML
<UCCGroupAnimation enabled="true" value="10" />

 

Available animations:

  • Paged (Default) = Split the groups into pages and circulate them.

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    XML
    <MultiViewAnimationType enabled="true" value="1" />
  • RolodexOneItem = Every animation circle, add one row at the bottom and remove one at the bottom.

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    XML
    <MultiViewAnimationType enabled="true" value="2" />
  • RolodexMaxAvailable = Every animation circle, add maximum of unseen rows at the bottom (never more than can fit on the page) and remove the same amount at the top.

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    XML
    <MultiViewAnimationType enabled="true" value="3” />