Configure Wallboard View 2 - Skill

Introduction

This view is also known as Grid View.

Preview

Configure

  1. Open the config.xml file, which is located in the “InFlight WallBoard\I01” folder

  2. The right value for the DefaultView = 2

  3. Make sure the General Settings are as in the example below

    XML
     <!-- General Settings -->
<DefaultView value="2" enabled="true"></DefaultView>
<!-- 1 Normal, 2 Custom (Grid), 3 Multiple, 4 InboundOnly, 5 StatisticsView, 6 Reason Code -->
<MultipleUCCGroup value="-1" enabled="true" />
<!-- -1 == GroupView, 0 == group 0, 1 == group 1, 2 == group 2, 12 == group 12, etc-->
<LogLevel value="All" enabled="true" />
<!-- All, Critical, Error, Warning, Information, Verbose -->
<LowestSkillValue value="1" enabled="true" />
<Language value="en" enabled="true"></Language>
<!-- End General Settings -->

  4. Next make sure the "Normal View Settings" are correct. (Entered during installation)

    XML
     <!-- Normal View Settings -->
<DashboardServer version="1.5" name="ucc_" value="http(s)://<FQDN>/DashboardService" SLA1Label="20 sec" SLA2Label="2 min" SLA1="20" SLA2="120"></DashboardServer>
<DashboardPresenceIndicatorsView>PerAvailability</DashboardPresenceIndicatorsView>
<ShowQueueAlert enabled="true" delay="10" />
<QueueAnimation enabled="true" delay="5" />
<Privacy enabled="false" />
<Credentials username="" password="" />
<!-- End Normal View Settings -->

    1. name = Name of the (e.g. ucc-main-number or ucc-support-ab123)

    2. value = URL to dashboardservice of the UCC (e.g. https://service.domain.com/dashboardservice)

    3. SLA1Label = Text value which is shown in the SLA bar's first item.

    4. SLA2Label = Text value which is shown in the SLA bar's second and third item.

    5. SLA1 = Number of seconds which is used in the SLA bar's first item and SLA percentage.

    6. SLA2 = Number of seconds which is used in the SLA bar's second and third item.

    7. DashboardPresenceIndicatorsView:

      1. PerAvailability = Only show available agents in Departments bar
      2. All = Show all agents in Departments bar

    8. ShowQueueAlert = If true, blink red when there are no agents or a customer waits for x seconds

    9. QueueAnimation = If true, circle through the different views every x seconds.

    10. Privacy = Only show the last 3 digits of the caller

    11. Credentials = Automatically entered when connection to a secure dashboard.

  5. Save the file

  6. Now the Grid View is applied for the Wallboard.

(Optional) Filter on Skills

  1. Open the config.xml file, which is located in the “InFlight WallBoard\I01” folder

  2. Edit the following line

    XML
    <SkillFilter enabled="false" value="" />

    1. Enabled = true

    2. Value = Skill titles semicolon separated (Enter Skillnames as entered in the SharePoint site, Learn More)

    Example
    <SkillFilter enabled="true" value="Support;BackOffice;Finance" />