Configure Wallboard View 7 (Multi Chat)

Introduction

This view is also known as Multi Chat 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 = 7

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

    <DefaultView value="7" enabled="true"></DefaultView>
   <!-- 1 Normal, 2 Custom (Grid), 3 Multiple, 4 InboundOnly, 5 StatisticsView, 6 ReasonCodeView -->

4. Enter the 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). An 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. groups.

   Note: The same groups as view 3 are used. Settings like SLA and SkillAvailable are only used in View 3.

   <uccgroups enabled="true">
   <uccgroup name="Customer group 1" SLA1Label="20 sec" SLA2Label="2 min" UCCGroup="75">
    <uccs>
    <ucc SLA1="20" SLA2="120" Skill1Available="60" Skill2Available="60" Skill1Other="10">
    <DashboardServer version="1.5" name="ucc_name01" value="http://[ucc server fqdn]/DashboardService/signalr/hubs"></DashboardServer>
    </ucc>
    <ucc SLA1="20" SLA2="120" Skill1Available="60" Skill2Available="60" Skill1Other="10">
    <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="60" Skill2Available="60" Skill1Other="10">
    <DashboardServer version="1.5" name="ucc_name03" value="http://[ucc server fqdn FDQN stands for Fully Qualified Domain Name and specifies the exact location in the tree hierarchy of the Domain Name System (DNS). An example for [hostname].[domain].[top level domain] is [www].[microsoft].[com]]/DashboardService/signalr/hubs"></DashboardServer>
    </ucc>
    <ucc SLA1="20" SLA2="120" Skill1Available="60" Skill2Available="60" Skill1Other="10">
    <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 Multi Chat View is applied for the Wallboard.

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