Comstice Wallboard Widgets for Cisco UCCE

May 21, 2018 inWallboard
Comstice Wallboard Widgets for Cisco UCCE

This document provides the details of Comstice Wallboard Widgets available for Cisco UCCE. Some widgets have additional controls such as threshold values as well as the start and end time for the hourly charts. It is also possible to enable audio alerts so that when the second threshold is hit, an audio file of your choice will play in the period that you set.

  • Agent Widgets

    Agent Widgets

    Widgets ending with LD are preferred since Cisco Live Data feed updates individual agent states real-time.
    Only logged-in agents are displayed.
    Agents who are selected in the widget settings will be added to the widget once they are logged in
    Wallboard users can filter per agent or per team. When agents are removed or added to the selected team, the agent list will be refreshed automatically.
    When agent is in Not Ready state, reason code label will be displayed for individual agent states. Reason code labels can be edited from the Wallboard side menu then Reason Codes section.

    Agent Daily Summary LD

    Comstice Wallboard Widgets for Cisco UCCE

    This widget retrieves the data from Cisco UCCE Live Data feed. It shows the agent state, state duration, received, answered and abandoned calls as well as total and average talk time per agent.

    Agent Daily Summary

    Comstice Wallboard Widgets for Cisco UCCE

    This widget retrieves the data from Cisco UCCE database historical tables. It shows the state, state duration, calls answered, average talk time, average work time, outbound calls and average outbound talk time. Outbound calls are the calls generated by the agent manually to internal and external numbers.

    Agent List 5, 10, 20, 40 and LD

    Comstice Wallboard Widgets for Cisco UCCE

    This widget lists the first 5, 10, 20 or 30 agents from the selected agents in the settings. Numbers 5,10,20 and 30 represent the maximum number of agents to be displayed.
    Agents 20 and 30 displays two separate tables so Layout 9 is the most suitable layout for these widgets.
    This widget as LD and Non-LD version. LD version should be preferred.

    Top 5 Agents, RONA Calls

    Top5 Agents Rona Calls

    Top 5 Agents (Calls handled data); With this API, Calls answered and RONA can be obtained.

    Top 5 Agents Average Talk Time

    Top5 Agents Rona Calls

    This widget lists the top 5 agents by average talk time.

    Agent Received, Answered and Abandoned 5, 10, 20, 40

    Comstice Wallboard Widgets for Cisco UCCE

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    Agent Outbound : Total Calls and Average Talk Time

    Comstice Wallboard Widgets for Cisco UCCE

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    Agent State Bars 10, 20, 40

    Comstice Wallboard Widgets for Cisco UCCE

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    Top 5, 10 agents Break Duration

    Comstice Wallboard Widgets for Cisco UCCE

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    Team Not Ready Percentage Hourly

    Comstice Wallboard Widgets for Cisco UCCE

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    Team Answered Hourly

    Comstice Wallboard Widgets for Cisco UCCE

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    Team Answered Abandoned Hourly

    Comstice Wallboard Widgets for Cisco UCCE

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    Top 5, 10, 20 Dialer Agents Calls Answered

    Comstice Wallboard Widgets for Cisco UCCE

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    Top 5, 10, 20 Agents, Calls Answered

    Comstice Wallboard Widgets for Cisco UCCE

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    Top 5, 10, 20 Agents Outbound Calls

    Comstice Wallboard Widgets for Cisco UCCE

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    Top 5, 10, 20 Agents Login Time

    Comstice Wallboard Widgets for Cisco UCCE

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    Top 5-10 Not Ready Reasons per duration

    Comstice Wallboard Widgets for Cisco UCCE

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    Avg Talk Time perAgent Horizontal Barchart

    Comstice Wallboard Widgets for Cisco UCCE

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    Max Talk Time perAgent Horizontal Barchart

    Comstice Wallboard Widgets for Cisco UCCE

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    Team Abandoned Hourly

    Comstice Wallboard Widgets for Cisco UCCE

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    Dialer Agents Realtime

    Comstice Wallboard Widgets for Cisco UCCE

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  • Call Type

    Call Type

    Widgets ending with LD are preferred since Cisco Live Data feed updates individual agent states real-time.
    All the selected queues are displayed regardless of whether they received a call or not. Exception are Top 5 and Top 10 CSQs which list the CSQs with calls waiting in queue.
    Hourly charts are populated with the data coming from the historical tables, therefore refresh less often (2-5mins, depending on the size of your contact center)
    Some widgets have additional controls such as threshold values as well as the start and end time for the hourly charts. It is also possible to enable audio alerts so that when the second threshold is hit, an audio file of your choice will play in the period that you set.

    Calls in Queue and LD

    Comstice Wallboard Widgets for Cisco UCCE

    This widget displays the total number of calls waiting in the queues selected in the widget settings. If the thresholds are set, the background will be color-coded with amber / threshold 1 and red / threeshold 2. It is also possible to enable audio alerts as well.

    Calls Received

    Comstice Wallboard Widgets for Cisco UCCE

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    Calls Abandoned

    Comstice Wallboard Widgets for Cisco UCCE

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    Calls Received, Answered and Abandoned

    Comstice Wallboard Widgets for Cisco UCCE

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    Avg Talk Time (Hourly Chart)

    Comstice Wallboard Widgets for Cisco UCCE

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    Calls Abandoned ( Hourly Chart)

    Comstice Wallboard Widgets for Cisco UCCE

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    Top 5,10 Calltypes Calls in Queue

    Comstice Wallboard Widgets for Cisco UCCE

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    Calls Other

    Comstice Wallboard Widgets for Cisco UCCE

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    Daily Answer Rate (Donut)

    Comstice Wallboard Widgets for Cisco UCCE

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    Oldest in Queue

    Comstice Wallboard Widgets for Cisco UCCE

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    Calls Received and Answered

    Comstice Wallboard Widgets for Cisco UCCE

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    Avg Talk Time (Avg)

    Comstice Wallboard Widgets for Cisco UCCE

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    Avg Wait Time (Avg)

    Comstice Wallboard Widgets for Cisco UCCE

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    Digest info

    Comstice Wallboard Widgets for Cisco UCCE

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    Calls Answered (Hourly Chart)

    Comstice Wallboard Widgets for Cisco UCCE

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    Calls Abandon Percent (Hourly chart)

    Comstice Wallboard Widgets for Cisco UCCE

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    Calls Answered per Calltype (horizontal barchart)

    Comstice Wallboard Widgets for Cisco UCCE

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    Calls Received, Answered, Abandoned per Calltype

    Comstice Wallboard Widgets for Cisco UCCE

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    Top 5,10 CSQs Calls Received

    Comstice Wallboard Widgets for Cisco UCCE

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    Calls Other Hourly

    Comstice Wallboard Widgets for Cisco UCCE

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    Top 5,10 Calltypes Calls Abandoned

    Comstice Wallboard Widgets for Cisco UCCE

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    Service Level Percent Hourly

    Comstice Wallboard Widgets for Cisco UCCE

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    Service Level 4,8 Donut

    Comstice Wallboard Widgets for Cisco UCCE

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    Daily Abandon Rate (Donut)

    Comstice Wallboard Widgets for Cisco UCCE

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  • Skill Group

    Skill Group

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    Calls in Queue

    Comstice Wallboard Widgets for Cisco UCCE

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    Oldest in Queue

    Comstice Wallboard Widgets for Cisco UCCE

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    Grouped Skills

    Comstice Wallboard Widgets for Cisco UCCE

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    Grouped Skills Digest

    Comstice Wallboard Widgets for Cisco UCCE

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    Received, Answered, Abandoned

    Comstice Wallboard Widgets for Cisco UCCE

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    Skill Group Call Volume

    Comstice Wallboard Widgets for Cisco UCCE

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    Skill Group Hourly

    Comstice Wallboard Widgets for Cisco UCCE

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    Skill Group Inbound

    Comstice Wallboard Widgets for Cisco UCCE

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    Top 5 Skill Groups (per calls in queue)

    Comstice Wallboard Widgets for Cisco UCCE

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  • Precision

    Precision

    Comstice Wallboard can present third party data along with Cisco real-time daily historical data.
    Third party data such as ServiceNow, SalesForce, ZenDesk and similar ticketing systems can be presentedas widgets.

    Calls in Queue

    Comstice Wallboard Widgets for Cisco UCCE

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    Calls Abandoned

    Comstice Wallboard Widgets for Cisco UCCE

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    Calls Received, Answered and Abandoned

    Comstice Wallboard Widgets for Cisco UCCE

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    Avg Talk Time

    Comstice Wallboard Widgets for Cisco UCCE

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    Top 5,10 PQ Calls in Queue

    Comstice Wallboard Widgets for Cisco UCCE

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    Service Level (Gauge, Value)

    Comstice Wallboard Widgets for Cisco UCCE

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    Service Level 5, 10

    Comstice Wallboard Widgets for Cisco UCCE

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    Daily Answer Rate (Donut)

    Comstice Wallboard Widgets for Cisco UCCE

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    Oldest in Queue

    Comstice Wallboard Widgets for Cisco UCCE

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    Calls Answered

    Comstice Wallboard Widgets for Cisco UCCE

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    Calls Received, Answered and Abandoned

    Comstice Wallboard Widgets for Cisco UCCE

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    Average Talk Time

    Comstice Wallboard Widgets for Cisco UCCE

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    Average Wait Time

    Comstice Wallboard Widgets for Cisco UCCE

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    Service Level 4, 8 Donut

    Comstice Wallboard Widgets for Cisco UCCE

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    Daily Abandon Rate (Donut)

    Comstice Wallboard Widgets for Cisco UCCE

    Lorem ipsum dolor sit amet, consectetur adipiscing elit. Mauris quis sapien non leo pellentesque semper. Sed purus augue, egestas sodales tempus at, tincidunt ac ligula. Curabitur dignissim eros mattis urna suscipit, nec lacinia elit luctus.....

    Daily Incoming Calls Hourly

    Comstice Wallboard Widgets for Cisco UCCE

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    Maximum Wait Time

    Comstice Wallboard Widgets for Cisco UCCE

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    Calls in Progress

    Comstice Wallboard Widgets for Cisco UCCE

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    Max Calls in Queue

    Comstice Wallboard Widgets for Cisco UCCE

    Lorem ipsum dolor sit amet, consectetur adipiscing elit. Mauris quis sapien non leo pellentesque semper. Sed purus augue, egestas sodales tempus at, tincidunt ac ligula. Curabitur dignissim eros mattis urna suscipit, nec lacinia elit luctus.....

  • Other

    Other

    Comstice Wallboard can present third party data along with Cisco real-time daily historical data.
    Third party data such as ServiceNow, SalesForce, ZenDesk and similar ticketing systems can be presentedas widgets.

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