Dialogue Cloud

Wallboard View 7 (Multi Chat) explained

Note EnableIDR must be active.

Introduction

With this view it is possible to keep track of multiple Chat 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.’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