Dialogue Cloud

Web Wallboard User Guide

The Web Wallboard is a graphical representation of your UCCs. This 'dashboard' displays realtime information about Agents and Queues and provides you with up-to-date statistics regarding the current state of your 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..

Note: The Web Wallboard does not work with Internet Explorer. Please use one of the following browsers: Edge, Chrome or Firefox.

Overview

The Web Wallboard contains the following sections:

  • Statistics Overview

  • Skill Service level overview

  • Agent Overview

Statistics overview

Description

Show the daily statistics.

Explanation

Item

Description

Total SLA percentage

Shows the total Service Level Agreement (SLA) percentage for all skills.

Accepted conversations

Number of accepted conversations today.

Declined conversations

Number of missed conversations today.

Decline in 20s

Number of missed conversations today with a queue time shorter than 20 seconds

Longest wait

Longest queue time of the accepted conversations today

Answer in 30s

Number of accepted conversations today with a queue time shorter than 30 seconds

AVG Decline

The average number of seconds the conversations was disconnected today

Calls waiting

Number of active conversations in the queue

Average wait

Average queue time of the accepted conversations

Note All numbers include Inbound, Outbound and Direct Conversations

Skill Service level overview

Note: When more then 6 skills are shown, the view will change to a compact view.

Description

This element shows the SLA percentage per Skill, including additional real-time statistics.

Explanation

Item

Description

Agents

All available informal Agent When you create an 'Informal Agent' in the agent list, then this agent will be part of the agent circle as soon as he signs in to his Skype for Business or Teams client. In contrast, by marking the checkbox 'Formal' upon creating a new agent, the agent first has to actively sign in to the UCC to be available for call distribution. + All available logged in formal Agents A Formal Agent is able to sign in and sign out of the UCC. This can be achieved when the Agent sends a start or stop command to the Skype for Business client of the UCC.

Percentage

The SLA based on the configured formula.

Default = AcceptedSLA1 / (AcceptedCallsToday + NotAcceptedCallsToday)

Queue

Number of active conversations in the queue

Note: Not visible in the compact view.

In a call

Number of active accepted conversations

Note: Not visible in the compact view.

 

Agent overview

Description

Shows the agents per reason code

Settings

From the configuration file

Location of the file on your server:

[IISRootDirectory]\[WebWallboardDirectory]\assets\config\config.json

  • language: WebWallboard UI language.

    Possible values are ‘en’ (English), ‘nl’ (Dutch), ‘de’ (German).

  • connection

    • dashboardServiceBaseUrl: The full url to your Dasboard Service.

      E.g. https://ucc.yourdomain.com/dashboardservice/

    • attendantServiceBaseUrl: The full url to your Attendant Service.

      E.g. https://ucc.yourdomain.com/attendantservice/

    • hubName: The name of your Dashboard hub.

      Default ‘DashboardHub’.

    • defaultUccName: The name of your UCC.

    • logging: Show (SignalR) connection logging for connection problems / debug purposes.

      Possible (boolean) values are true and false.

  • reasonCode

    • useNoReasonCode: Show agents without a reason code.

      Possible (boolean) values are true and false.

    • useReasonCodeInCall: Show agents with reason code ‘In a call’.

      Possible (boolean) values are true and false.

    • useReasonCodeDischarge: Show agents with reason code ‘Discharge’.

      Possible (boolean) values are true and false.

Setting parameters/data filters using URL formatting

It is possible to use the Web Wallboard URL to specify the types information you want to display. By formatting the URL appropriately and concatenating different 'parameters', you can choose information from a specific UCC as well as specify what you want to see. Here is an example of such a URL:

https://mydomain.com/webwallboard?calltype=inbound&calltype=outbound

where

https://mydomain.com/webwallboard

is the part that points your browser to the Web Wallboard web application, and where

?calltype=inbound&calltype=outbound

specifies that you want to display both inbound and outbound calls.

Therefore, by structuring the web Wallboard URL as follows:

[yourwebwallboardurl]?[filtername]=[value]&[filtername]=[value]

with the starting wallboard URL and demarcating the first parameter with a ‘?’ (question mark) and every additional parameter with a ‘&’ (ampersand).

Note That all the url parameters can be combined (with the exception of showskill and hideskill since these cancel each other out) to create your own WebWallboard.

UCC

A specific UCC can be provided through the url. This will override the ucc in the WebWallboard config (defaultUccName).

Parameter name: ucc.

Possible values are any of your ucc names. E.g.:

https://mydomain.com/webwallboard?ucc=ucc_servicedesk

Statistics

Statistics can be filtered by calltype (default all numbers include the Inbound, Outbound and Direct Conversations).

 

Parameter name: calltype.

Possible values are inbound, outbound and direct. E.g.:

https://mydomain.com/webwallboard?calltype=inbound&calltype=outbound

 

Service Levels

Service Levels can be filtered by skill (default all skills within a UCC are shown).

 

Parameter name: showskill.

Possible values are any of the skills in your UCC. E.g.:

https://mydomain.com/webwallboard?showskill=servicedesk&showskill=sales

In this example only the skills ‘servicedesk’ and ‘sales’ will be visible in the Service Levels.

Parameter name: hideskill.

Possible values are any of the skills in your UCC. E.g.

https://mydomain.com/webwallboard?hideskill=servicedesk&hideskill=sales

In this example all the skills of your UCC except ‘servicedesk’ and ‘sales’ will be visible in the Service Levels.

Copy
https://mydomain.com/webwallboard?HideOfflineAgents=true

From SharePoint

Note Only applicable for UCC / DashboardService < 6.7. For UCC / DashboardService >= 6.7 see Settings from SharePoint.

ServiceLevelThreshold1InSeconds

If a Dialogue is answered in less than ServiceLevelThreshold1InSeconds the call is considered to be handled according to the first ServiceLevelAgreement segment.

Default: 20.

 

ServiceLevelThreshold2InSeconds

If a Dialogue is answered in less than ServiceLevelThreshold2InSeconds but more or equal than ServiceLevelThreshold1InSeconds the call is considered to be handled according to the second ServiceLevelAgreement segment. For the best results, the following relationship should hold: ServiceLevelThreshold1InSeconds < ServiceLevelThreshold2InSeconds.

Default: 120.

 

QuickDropThresholdSeconds

If a Dialogue is dropped by the Customer in less than QuickDropThresholdSeconds the call is considered to be QuickDropped. QuickDropped calls can be ignored in the calculation of the ServiceLevelAgreement.

Default: 5.

 

ServiceLevelFormula

The Formula used to calculate the ServiceLevelPercentage.

Default: AcceptedSla1 / (Accepted + (Missed - QuickDropped)

The following columns are supported:

  • Accepted

  • AcceptedSla1

  • AcceptedSla2

  • AcceptedSla3

  • Missed

  • QuickDropped

  • InboundAccepted

  • InboundAcceptedSla1

  • InboundAcceptedSla2

  • InboundAcceptedSla3

  • InboundMissed

  • InboundQuickDropped

  • OutboundAccepted

  • OutboundAcceptedSla1

  • OutboundAcceptedSla2

  • OutboundAcceptedSla3

  • OutboundMissed

  • OutboundQuickDropped

  • DirectAccepted

  • DirectAcceptedSla1

  • DirectAcceptedSla2

  • DirectAcceptedSla3

  • DirectMissed

  • DirectQuickDropped