ACTIVE_Dashboards & Wallboards_landing_page

Dashboards & Wallboards
Cisco Unified Contact Center Express (UCCX), Enterprise (UCCE or PCCE)

Build real time and historical wallboard or dashboards for your callcenter with a plug n play interface

Administration can customize contact center wallboard and supervisor dashboards by assembling pre-built, reporting gadgets on the Wallboard canvas that show the historical and real-time statistics of the call center in the  required colors and sizes. 

Real-time voice queue report gadgets

Shows real-time information on a particular queue or on all queues in the form of cards. Gadgets are available for agent or call stats (e.g. SLA, call queued, handled, abandoned, offered, avg talk time/ wait time etc). 

Drag and drop to adjust the gadget's location on the canvas.

Agent real-time voice report gadgets

Displays agent statistics based on teams or skill groups, displaying one card per agent. Includes avg answer time and talk time for an agent along with the agent picture, name, and current Finesse state. 

The colored bar on the top of an agent card also represents the agent's state (green for 'ready', red for 'not ready' etc.)

Real-time Email queue report gadgets

Shows real-time information of emails on a particular ECE email queue. Information available for agents or queue stats for emails (e.g. Emails handled, Active emails, offered emails, agents ready/not ready etc). 

Drag and drop to adjust the gadget's location on the canvas.

*Available only for ECE currently. Part of the next release for CCX

Agent real-time Email report gadgets

Displays agent statistics based on Email skill groups, displaying one card per agent. Includes avg handle time and total answered emails for an agent along with the agent picture and name.

*Available only for ECE currently. Part of the next release for CCX

Team - Tabular View

Team information in a tabular view showing agent profile (name, photo), state, time in state and stas such as the number of answered calls, call answer rate in %.

*Part of an upcoming release

Agent States Summary - Donut View

A view on team agent states, with a percentage of agents Ready, Talking, Working, Not ready/ On break.

*Part of an upcoming release

Calls Abandoned - Daily

A graph (or bar chart) to showing how many calls get abandoned throughout the day for a certain queue or team.

*Part of an upcoming release

Calls Answered - Daily

A bar chart (or line) showing answered calls in each hours of the day for a certain queue or team.

*Part of an upcoming release

Display on Desktop, Mobile, Tablet, Finesse

Report gadgets can be displayed in a variety of forms:

  • As Finesse Gadgets
  • On LCD Monitors over a Raspberry Pi or other stick computer over WLAN/ Ethernet
  • Web-based client application. Supported browsers are Google Chrome, FireFox.
  • Roadmap: Native Android/iOS apps. However, can still be opened via mobile browsers

Alerts/ Notifications

For each gadget, set thresholds  for queue SLA, calls abandoned, longest call in a queue, # of Not-ready agents. 

Get visual alerts (color change) on reaching thresholds.

Gadget Preferences

Add/remove parameters or cards to customize multiple different views/ wallboards/ dashboards. Apply filters to teams/queues.

Hardware Requirements

See Hardware Sizing sheet for detailed machine specifications.

Software Requirements

Operating System

Cent OS7

Docker CE

Docker CE 18+ and docker-compose

Browser

Mozilla Firefox (61 or above), Google Chrome (latest)

Database

MS SQL Server 2014/2016 Standard, Express or Enterprise editions. To support HA, an SQL Server fail over cluster must already be set up. For a non-HA deployment, the application can also work with MySQL.

Email and voice statistics are available only for CCE. Gadgets for CCX with non-voice media are also on the roadmap.

Cisco Unified Contact Center Enterprise (UCCE, PCCE)

Compatible with version 10.x and 11.x. Email gadgets can be tested on demand for versions earlier than 11.5. 

Cisco Unified Contact Center Express (UCCX)

Version 10.x and 11.x

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 wallboard views without any interruption.