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). A 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

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:

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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:

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Format

[your-Web-Wallboard-Url]?[filtername]=[value]&[filtername]=[value]

i.e. start with the wallboard URL, next start the first parameter with a ‘?’ (question mark) and add every additional parameter separated with an ‘&’ (ampersand).

Note: All URL parameters can be combined (with the exception of showskill and hideskill which are each others opposites) to create your own WebWallboard.

UCC parameters

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.:

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URL

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

Statistics parameters

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

calltype.

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

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URL

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

Service Levels parameters

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

showskill

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

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URL

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

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

hideskill

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

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URL

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.

HideOfflineAgents

Default setting is FALSE, meaning the offline agents will be displayed.

Setting the parameter to TRUE will hide agents whose presence is Offline.

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URL

https://mydomain.com/webwallboard/?hideofflineagents=true