Wallboard View 3 (Multi UCC) explained

Introduction

With this view it is possible to keep track of multiple 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. The can be shown as single UCC per line or as grouped (multiple) UCC per group.

 

View 3 Multi UCC

Description

Shows per row the information of the configured UCC(s).

 

Explanation

Item

Description

UCC Name

Shows the name of the UCC or the name of the group

Calls

The amount of active accepted calls by the UCC or group

Calls Waiting

The amount of calls waiting to be hunted

Available

The amount of available agents within the UCC or group

In a Call

The amount of agents in a call within the UCC or group

Away

The amount of agents with status Away within the UCC or group

Busy

The amount of Busy agents within the UCC or group

Overflow

All agents with Skills scores between the defined values in the config file (experts)

Queue time

This shows the amount of calls with waiting times shorter than 20 seconds, shorter than 2 minutes and longer than 2 minutes (values are configurable)

SLA

Shows the current service level

Default: Accepted Calls Today < 20 sec / Accepted Calls Today

Alternative: All Calls Today < 20 sec / Accepted Calls Today + Missed Calls Today

Note All numbers include the Inbound, Outbound and Direct Conversations. (Also forwarded calls are counted)

Note You can switch to Alternative by changing setting "MultiViewUnAnsweredWaitTimesSLA" to true in the config.xml.

Note that the Wallboard uses a simplified source for the statistics compared to the Dialogue Intelligence (reports).

For this reason the data will not always be one-on-one the same.

Differences:

  • Dialogue Intelligence distinguishes between Missed and QuickDrop, Wallboard combines them as Missed.
  • Dialogue Intelligence distinguishes between Inbound, Direct, Outbound, Wallboard combines them.
  • Dialogue Intelligence distinguishes between Hunts and Forwards, Wallboard combines them.