Wallboard View 8 (Multi UCC Group) explained

Introduction

With this view it is possible to keep track of multiple UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location.’s.

Multi UCC

Description

Shows per row the information of the configured UCC(s).

Explanation

Item	Description
UCC Display name	Name of the UCC giving in the config file.
Calls	Number of accepted calls
Missed Calls	Number of missed calls
Calls Waiting	Current waiting calls
Longest Wait	Current longest waiting call
Queue Time	Queue times of accepted calls
SLA	SLA percentage of accepted calls
Available	Number of available Agents
In a call	Number of Agents in a call for this UCC
Away	Number of away Agents
Busy	Number of busy Agents

Note

The Wallboard uses a simplified source for the statistics compared to the SQL CDR Call Detail Records (CDR) are the meta data of a converstation: who talked to whom, at which time, for how long and with which identity among other things (skill, optional classification, etc) which gets stored in your SQL (analytical) database. Database based Power BI reports.

For this reason the data will not always be one-on-one the same.

Differences:

Dialogue Intelligence distinguishes between Missed and QuickDrop, Wallboard combines them as Missed.
Dialogue Intelligence distinguishes between Inbound, Direct, Outbound, Wallboard combines them.
Dialogue Intelligence distinguishes between Hunts and Forwards, Wallboard combines them.