Configure Wallboard View 6 (Reason Code Rows)

Introduction

This view is also known as Reason Code View.

Configure

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

2. The value for the DefaultView = 6

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

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   XML

    <!-- General Settings -->
   <DefaultView value="6" 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)

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   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>
   <Credentials username="" password="" />
   <!-- End Normal View Settings -->

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

   2. value = URL to dashboard service of the UCC.

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

5. Next make sure the "ReasonCode" Settings are correct.

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   XML

   <ReasonCodes enabled="true" value="InACall;Discharge;Administration;Lunch/Dinner;*" />
   <DetermineFirstReasonCodeInCall enabled="true" value="true"/>
   <DetermineSecondReasonCodeDischarg enabled="true" value="true" />
   <ShowAgentTotalNumberCallsPerDay enabled="false" value="true" />

   1. ReasonCodes = Names of the reasoncodes.

      Note

      Use * as last reason code when more then 5 reason codes need to be used.

   2. DetermineFirstReasonCodeInCall = Use first row / columns for status "InCall"

   3. DetermineSecondReasonCodeDischarg= Use second row / columns for "Discharge"

   4. ShowAgentTotalNumberCallsPerDay = True (show CallToday) / False (show Talk Time + Discharge Duration)

6. Save the file

7. Now the Reason Code View is applied for the Wallboard.