Dialogue Cloud

Wallboard View 8 (Multi UCC Group) explained

Introduction

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

 

Multi UCC

Description

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

 

Explanation

Item

Description

UCC Display name

Name of the UCC giving in the config file.

Calls

Number of accepted calls

Missed Calls

Number of missed calls

Calls Waiting

Current waiting calls

Longest Wait

Current longest waiting call

Queue Time

Queue times of accepted calls

SLA

SLA percentage of accepted calls

Available

Number of available Agents

In a call

Number of Agents in a call for this UCC

Away

Number of away Agents

Busy

Number of busy Agents

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.