Configure Wallboard View 8 (Multi UCC Group)

Introduction

This view is also known as Multi UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents. Each UCC has its own settings, interactive voice response questions and Agents with specific skills. Agents can be member of, or sign up to, one or more UCCs. View (single group).

 

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 = 8

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

    <DefaultView value="8" enabled="true"></DefaultView>

  4. Enter the UCC groups.

    Note The same groups as view 3 are used, but only the sub-group

    <uccgroups enabled="true">

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

    <uccs>

    <ucc SLA1="20" SLA2="120" Skill1Available="60" Skill2Available="60" Skill1Other="10" DisplayName="UCC" Order="1">

    <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"DisplayName="UCC" Order="2">

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

    </ucc>

    </uccs>

    </uccgroup>

    </uccgroups>

  5. Make sure the General Settings are as in the example below, number depends on the group you want to see.

    <MultipleUCCGroup value="0" enabled="true" />

  6. Replace enter correct UCC name and UCC server

  7. Save the file

  8. Now the Multi UCC 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:

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

 

Available animations:

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

    <MultiViewAnimationType enabled="true" value="1" />

  • RolodexOneItem = Every animation circle, add one row at the bottom and remove one at the bottom.

    <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.

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