Dashboards & WallboardsCisco Unified Contact Center Express (UCCX), Enterprise (UCCE, PCCE)

Out-of-box, prebuilt gadgets for designing Cisco contact center wallboards and dashboards

Web administration allows administrators to design wallboards and dashboards using desired gadgets to see required statistics only.

Queue Statistics - Cards Gadget

The gadget shows a summary of statistics on a particular queue or on all queues in the form of cards. This includes showing a summary of agent statistics for that queue, call statistics, i.e. calls handled, abandoned, offered, with an average calculation of the important KPIs such as avg talk time, an avg speed of answer, avg handle time, and other stats such as longest call in queue and Queue SLA.

Agent Team Statistics - Cards Gadget

This gadget shows agent statistics while showing one card per agent. This includes showing avg answer time and talk time for an agent along with the agent picture, name, and current state.
With an additional integration with Teleopti for CCE, the gadget also highlights if/when an agent does NOT adhere to the scheduled activity in Teleopti.

Agent Team Statistics - Tabular View

Supervisors can also see team information in a tabular view on their dashboards, with a complete agent profile (name, photo), state, time in state and the statistics such as the number of answered calls by an agent, answered calls rate %.

Agent States Summary - Donut View

The gadget provides supervisors a view for monitoring team agent states, with a percentage of agents Ready, Talking, Working, Not ready/ On break.

Calls Abandoned - Daily

A graph to show how many calls get abandoned daily and the trend against each hour of the day. Filter queues to see the abandoned calls trend on that queue.

Calls Answered - Daily

A bar chart view to show the trend for answered calls against each hour of the day. Filter queues to see answered calls trend on a particular queue.

Available Displays

  • LCD Monitors with Raspberry Pi

  • Web-based client application with a support on Windows platform. Supported browsers are Google Chrome, FireFox, IE10+.

  • Android/iOS

Gadget Preferences

For each gadget, set minimum thresholds for the out-of-box KPIs including the queue SLA, calls abandoned, longest call in a queue, # of Not-ready agents.

Add/remove parameters or cards to change the default view. Apply filters to teams/queues to see the desired team's data.

Resizing & Auto Adjustment

Automatically adjust and resize your wallboard based on the browser size and the width of each gadget.

Get Alerts

Get audible and visual alerts on meeting the specified thresholds for the Key Performance Indicators.

Warnings with color differentiation

Reaching certain thresholds for certain KPIs, a color change in the parameter value would be noticed on the screen.

Note: Wallboard application can co-reside with existing CC Admin module(s) as well.

Hardware Requirements

See Hardware Sizing sheet for more accurate requirements according to the contact center size.

Software Requirements

Operating System

Windows Server 2012 R2 64 bit and higher

Tomcat

apache-tomcat-8.0.42

Browser

Mozilla Firefox (54.1.0)

All statistics are available only for voice calls. Gadgets with statistics for non-voice media are on the roadmap.

Cisco Unified Contact Center Enterprise (UCCE, PCCE)

Coming soon

Cisco Unified Contact Center Express (UCCX)

version 10.6 and higher

Following are the prereqs to display wallboard views in the production environment.

  • An existing PC with preinstalled OS, Monitor or LCD for wallboard display
  • A Smart LCD with an embedded browser to open the wallboard view
  • A raspberry pi device with OS installed with an LCD for display. (https://www.raspberrypi.org/products/raspberry-pi-3-model-b/ )

Also make sure that the network connectivity with the wallboard server is up to the mark, to display the wallboard views without any interruption.

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