Wallboard View 7 (Multi Chat) explained

Introduction

With this view it is possible to keep track of multiple Chat 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.’s. The can be shown as single of as grouped.

 

Multiple Chat

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
Chat Slots	Available Chat Slots ((Available Agent * MaxChatsPerAgent)-Active Chats) Note EnableIDR must be active else the value will remain 0.
Chats	The amount of chats accepted by the UCC or group
Waiting	The amount of chats waiting to be hunted
Available	The amount of available agents within the UCC or group
Busy	The amount of agents with status Busy within the UCC or group
Away	The amount of agents with status Away within the UCC or group
Offline	The amount of agents with status Offline within the UCC or group

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