Dashboard/Wallboard on ~.UcClient.~ Unified Communications

Creating/Editing Views

Mon, 01 Jan 0001 00:00:00 +0000

Dashboard/Wallboard User Interfaces #

Both the dashboard & wallboard have similar user interfaces. Each supports different views which can be configured to show different statistics/filters based on different user or departmental requirements.

Views #

Each view is a collection of tiles which can be configured to show a range of statistics. Multiple views¹ can be created within the dashboard and wallboard areas of the workspace.

Selection #

The view selector provides a quick way to switch between configured views:

Creating/Editing Tiles

Mon, 01 Jan 0001 00:00:00 +0000

Managing Dashboards & Wallboards #

This section outlines the settings available to customize a dashboard/wallboard view with new tiles, filers and colors.

Tiles #

Each view can be customized with a range of supported tiles to display the information required. Depending on workspace permissions, users can add and remove tiles, change the appearance, filter and relocate tiles at any time.

info
Up to 64 tiles can be added to a view.

Adding/Editing #

Before tiles can be added or relocated, the view must be unlocked. This is to prevent the accidental moving of tiles during normal viewing.

Tile Types

Mon, 01 Jan 0001 00:00:00 +0000

Tile Types #

The following table shows the types of tile that are available, what sort of data they can display and which license they are supported on.

Tile Type	Data	Limits	Filtering	Dashboard	Wallboard	License
Single Stat	- Aggregated (Totals/Averages/Percentages) - Minimum/Maximum Values - Manual Text	N/A	✔¹	✔	✔	- Insights - Analytics - Live Analytics - Contact Center
Circular Gauge	- Aggregated (Totals/Averages/Percentages) - Minimum/Maximum Values	N/A	✔¹	✔	✔	- Insights - Analytics - Live Analytics - Contact Center
Cycle	- Aggregated (Totals/Averages/Percentages) - Minimum/Maximum Values - Manual Text	2 Stats	✔¹	✔	✔	- Insights - Analytics - Live Analytics - Contact Center
Multi-Stat	- Aggregated (Totals/Averages/Percentages) - Minimum/Maximum Values - Manual Text	N/A	✔¹	✔	✘	- Insights - Analytics - Live Analytics - Contact Center
Stats by Time Chart	- Limited call data fields	N/A	✔¹	✔	✘	- Insights - Analytics - Live Analytics - Contact Center
Unreturned Call Grid	- Unreturned abandoned calls with specific call information.	1 / view	✔¹	✔	✘	- Insights - Analytics - Live Analytics - Contact Center
User Grid	- Summarized Call & Status data² by User	1 / view	Users / User Groups Only	✔	✘	- Analytics - Live Analytics - Contact Center
Agent Grid	- Summarized Call & Status data by Agent	1 / view	Users / User Groups Only	✔	✘	- Contact Center Only
Queue Grid	- Summarized Call & Status data² by Queue	1 / view	Queues Only	✔	✘	- Analytics³ - Live Analytics³ - Contact Center
Image	- Browser Supported Image Format	N/A	N/A	✔	✔	- Insights - Analytics - Live Analytics - Contact Center
Ticker	- Aggregated (Totals/Averages/Percentages) - Minimum/Maximum Values - Manual Text	1 / view	✔¹	✘	✔	- Insights - Analytics - Live Analytics - Contact Center
Video	- MP4 Video	1 / view	N/A	✘	✔	- Insights - Analytics - Live Analytics - Contact Center

Single Stat #

One or more of these tiles can be added to a view. Each tile can show a single statistic field at a time and can have it's background/text color customized as required.

Click-Through

Mon, 01 Jan 0001 00:00:00 +0000

Click-Through to Reports #

When viewing Dashboard statistics, it can be useful to see the source data that the statistic is calculated from. For example, seeing which calls were lost or looking at why the service level has dropped.

This is where 'Click-Through' comes in. Any tile which is built using completed call data supports clicking directly through from the tile to a report which displays the data used for the tile. This concept is easy to use and reduces the time required by users to investigate performance and customer experience issues.

Modeling by Session/Segment

Mon, 01 Jan 0001 00:00:00 +0000

Modeling by Session/Segment #

Each telephone call consists of a single 'Call Session' and one or more 'Call Segments', as the call is transferred or diverted between different users/devices within the communications platform.

Each tile displaying call analytics data can be configured to one of two modeling modes; 'Model by Call Session' or 'Model by Call Segment'.

note
Call Sessions and Call Segments are defined in the Call Segmentation area of the documentation.

Call Session vs Call Segment #

Model by Call Session (Default) #

By default, when selecting a statistic for a real-time tile it will be 'Model by Call Session'. This means that no matter how many segments a call has (queue visited, users interacted with), it will be counted as a single call.

Alarms

Mon, 01 Jan 0001 00:00:00 +0000

Tile Alarms #

Tile alarms provide a way to bring attention to aspects of the telephone system that are running outside of acceptable parameters. Each tile on the system can have one or more real-time alarms configured.

To add an alarm, navigate to the 'Alarms' tab while editing a tile, then press the 'New Alarm' button. Once the alarm properties have been configured, remember to save the tile as well as the newly added alarm.

Personal Dashboard

Mon, 01 Jan 0001 00:00:00 +0000

Personal Dashboard #

The Personal Dashboard is a cut-down version of a full dashboard that is designed to be used by individual users. It provides details about the user's own performance and allows them to track their progress against KPIs.

One or more Personal Dashboard views can be configured within a Workspace, allowing different users to access different configurations if required.

If you have permission to manage them, you will see the Personal Dashboards option within the Workspace menu along with Dashboards, Filters etc.

Wallboard for FireTV

Mon, 01 Jan 0001 00:00:00 +0000

Wallboard for Amazon FireTV #

The Wallboard for Amazon FireTV is an application designed to display wallboards on a large screen TV. The application is designed to be easy to configure and maintain.

To operate, the application needs to be linked to a user account. Once linked, the application can render any wallboard from any workspace that the linked user has access to.

warning
The ~.Dimensions.~ Wallboard application for Amazon FireTV is only supported on Android based Amazon FireTV devices. The application is not supported on Vega OS devices.

FireTV Wallboard Setup #

The following section outlines how to setup the Wallboard application for Amazon Fire TV. To complete these steps, ensure you have the following: