Out of the box, prebuilt gadgets for designing Cisco contact center wallboards and dashboards.
Administration can customize wallboards and dashboards using prebuilt gadgets to see required statistics only and in the size/ colors required.
Queue Statistics - Cards Gadget
Agent Team Statistics - Cards Gadget
This gadget displays agent statistics in one card per agent. This includes avg answer time and talk time for an agent along with the agent picture, name, and current state.
With an additional integration with Teleopti WFM (Workforce Management) 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
Calls Abandoned - Daily
Calls Answered - Daily
LCD Monitors with Raspberry Pi
Web-based client application with a support on Windows platform. Supported browsers are Google Chrome, FireFox, IE10+.
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 audible and visual alerts on meeting the specified thresholds for the Key Performance Indicators.
Warnings with color differentiation
Note: Wallboard application can co-reside with existing Supervisor Tools module(s) as well.
See Hardware Sizing sheet for more accurate requirements according to the contact center size.
Windows Server 2012 R2 64 bit and higher
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)
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.