User Guide Web Wallboard

Browser

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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

Note All numbers include the Inbound, Outbound and Direct 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

 

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]

Note That all the url parameters can be combined (with the exception of showskill and hideskill since these contradict each other) 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.

 

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