User Guide Web Wallboard

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Overview

The Web wallboard is split up in the following components

• Statistics Overview

• Skill Service level overview

• Agent Overview

 

 

Statistics overview

Description

Show the daily statistics.

 

Explanation

Item	Description
Total SLA percentage	Shows the total 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

 

Skill Service level overview

Description

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

 

Explanation

Item	Description
Agents	All available informal AgentWhen a person is set as Informal Agent it is always an Agent in the Agent circle. + All available logged in formal AgentsA Formal Agent is able to sign in and sign out of an UCC. This can be achieved when the Agent sends a start or stop command to the Lync or 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
In a call	Number of active accepted conversations

 

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://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..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.

 

From url parameters

Some settings / filters can be added by altering the WebWallboard url. To do so, url parameters (query strings) can be added to the url. The first starting with a ‘?’ and every additional parameter with a ‘&’:

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

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.

 

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

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