Wallboard View 7 (Multi Chat) explained

Note EnableIDR must be active.

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 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 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)

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