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| Target release | 13.12 |
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| Target release date | |
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| Status | |
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| Epic | Link to related Jira epic or feature | Document status | trueClosed |
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| Document owner | |
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| DesignerDevelopers | Saqib, | Developers | Saud, Zaryab |
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| QA | Hassan, Iqra |
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Release Summary
| Excerpt |
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This is a major release of Dashboards & Wallboards which includes some functional enhancements as well as the support with the Cisco UCCE platform. The release also includes some UI enhancements on the front-end and some bug fixes from the previous version. The changes include High Availability and SSL support, CCX failover handling within the EF application, Bug fixes from the previous version, Containerized SQL Server deployment with SQL 2017 Linux-based version. |
What's New
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The application now supports redundant deployment. The user experience on the front-end is seamless and smooth and does not require any manual intervention to sync stats from the active Wallboard instance.
See Fault tolerance to learn more about failover scenarios.
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project.expertflow.com JIRAkey,summary,type,created,updated,due,assignee,reporter,priority,status,resolution131d473b-dd43-389a-9dac-6f501204581bEAP-10114 |
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The application can be accessed over HTTPS with a domain-signed certificate.
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project.expertflow.com JIRAkey,summary,type,created,releases. |
What's New
Support for CCEThe application now allows showing the real-time and historical stats of the call center from CCE in a dashboard or wallboard. The queue statistics of the call center such as the number of calls received, answered, abandoned, queued, SLA can be seen based on one, multiple or all skill groups of the call center. The agent-based statistics can be viewed team-wise.
The application comes with two default data services to report on queues and agent statistics.
- Queue Service: This reports all the statistics based on the skill groups such as calls received, answered, abandoned, SLA.
- Agent Service: This reports all the statistics based on the team such as agents, their current state, Time in the state, ASA, AHT of agents.
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project.expertflow.com JIRAkey,summary,type,created,updated,due,assignee,reporter,priority,status,resolution131d473b-dd43-389a-9dac-6f501204581bEAP-848610055 |
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When the CCX Master node fails over to the subscriber node, the subscriber node becomes the new Master. Due to this change, calls start landing on the new Master node, hence, all the real-time stats in CCX are refreshed. The counter of call statistics resets. This also affects the real-time stats shown on the EF Dashboard. All the real-time data displayed in the following display types will be affected by the CCX failover behavior:
- Speedometer
- PIE Chart
- Doughnut Chart
- Scorecards (all variations)
- Data Table
However, all the historical stats shown on the dashboard remain unchanged. This means that the historical views, i.e. the Bar Chart and Line Chart, will not be affected by the CCX failover and will continue to show/update the historical data.
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Enhancements
Agent states shown in prominent colorsThe agent states are now represented with some default color codes while viewing the agent team summary in a data table.
Each agent state value is represented in a colored-box. This gives the user the visual aid to identify quickly which agents are in what state currently. The states are shown as following:
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project.expertflow.com JIRAkey,summary,type,created,updated,due,assignee,reporter,priority,status,resolution131d473b-dd43-389a-9dac-6f501204581bEAP-85269923 |
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Following languages are supported to translate the UI elements:
- English
- French
- German
- Italian
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Reduced data refresh interval to 5 seconds
The default refresh interval to refresh the data statistics from the call center database is updated and reduced to 5 seconds.
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project.expertflow.com JIRAkey,summary,type,created,updated,due,assignee,reporter,priority,status,resolution131d473b-dd43-389a-9dac-6f501204581bEAP-914010239 |
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The following date/time fields format has been changed to MM: SS format:
- Agent's Time in State: Duration of time since the agent is in a particular state.
- Avg Wait Time: Average wait time of calls in the queue.
- Avg Talk Time: Average talk time of calls against a particular queue.
- Longest call in the queue: The longest duration of the call which remained in the queue for a maximum time.
- Max Wait Time: The longest time a call did wait in the queue.
- Average Speed of answer: The average speed of an agent to answer calls.
- Average Handle Time: The average time it takes the agent to handle calls.
- Max Talk Time: The longest talking time spent on a call that landed on this queue.
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Configurable colors of lines and bars in Line and Bar charts
The user can now choose the color of each attribute corresponding to a line or a bar while plotting a line or a bar chart. The application comes with 6 prime colors to choose from.
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project.expertflow.com JIRAkey,summary,type,created,updated,due,assignee,reporter,priority,status,resolution131d473b-dd43-389a-9dac-6f501204581bEAP-989510242 |
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SQL Server deployment can also be containerized with MS SQL Server 2017 for non-HA deployments.
Fixed Issues
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Issue Summary
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JIRA Issue
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Priority
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If a dashboard group is created without any dashboards and later updated with some dashboards in the group, the application throws an error for the subsequent creation of empty dashboard groups; i.e. group having no dashboards. However, a dashboard group having dashboards can still be created
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Gadget titles are adjustable based on the screen resolution
The font size of the gadget titles now automatically adjust based on the screen resolution.
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project.expertflow.com JIRAkey,summary,type,created,updated,due,assignee,reporter,priority,status,resolution131d473b-dd43-389a-9dac-6f501204581bEAP-9897 |
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Configurable font sizes for all Text Gadgets
The size of the fonts are now made configurable for both "Text" and "Greeting" messages gadgets. So the user can adjust the size of the text by selecting a suitable font size in the gadget settings.
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project.expertflow.com JIRA |
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key,summary,type,created,updated,due,assignee,reporter,priority,status,resolution |
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131d473b-dd43-389a-9dac-6f501204581bEAP-9896 |
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Displaying company logo, dashboard name and date/time on the Preview
Clients can upload their company logo from the "Application Settings". The logo uploaded from here applies to all pages across the app as well as the final link of all dashboards.
The user can now also see the name of the dashboard and date/time along with the user-uploaded logo on the final link of the dashboard.
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project.expertflow.com JIRA |
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key,summary,type,created,updated,due,assignee,reporter,priority,status,resolution |
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131d473b-dd43-389a-9dac-6f501204581b |
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| Speedometer-100 | | Speedometer-100 |
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Enhanced speedometer range from -100 to +100
The range of the speedometer display type is enhanced. The new range allows showing any number between -100 to +100.
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project.expertflow.com JIRA |
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key,summary,type,created,updated,due,assignee,reporter,priority,status,resolution |
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131d473b-dd43-389a-9dac-6f501204581b |
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Open Issues
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Issue Summary
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JIRA Issue
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Priority
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Workaround
| merge-scorecard | | merge-scorecard |
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The three variations of Scorecards are merged into one with an adjustable UI
In the earlier versions, there were three variations of the scorecard display type. Those are merged into one display type called, "Scorecards". The user can now place any number of cards using this display type. Depending upon the size of the square box and the template, a vertical scroll bar is presented on the front-end to view an increased number of cards.
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project.expertflow.com JIRAkey,summary,type,created,updated,due,assignee,reporter,priority,status,resolution131d473b-dd43-389a-9dac-6f501204581b |
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An embedded code snippet for each dashboard
Each new dashboard that is created in the application exposes a code snippet that can be embedded anywhere in any application. This allows viewing dashboards of the call center in any external application such as CRM.
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project.expertflow.com JIRA |
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key,summary,type,created,updated,due,assignee,reporter,priority,status,resolution |
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131d473b-dd43-389a-9dac-6f501204581b |
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Fixed Issues
Issue Summary | JIRA Issue | Priority |
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| If a data table is selected on one or both of the boxes of the dashboard template 5, the gadgets on both sides are not aligned and the UI becomes disturbed. | | Jira Legacy |
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| server | project.expertflow.com JIRA |
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| columns | key,summary,type,created,updated,due,assignee,reporter,priority,status,resolution |
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| serverId | 131d473b-dd43-389a-9dac-6f501204581b |
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| key | EAP- |
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9753Just click on the password field and press enter to log in. | If the label of an attribute is of a large size, the system automatically tries to readjust the name on the final view which might disturb the UI of the gadget | | The user-defined order of the attributes in the gadget should be proper. For instance, if 3 attributes are chosen to be displayed out of 6 possible attributes, the order should 1,2,3 in any sequence (3,2,1, 2,3,1, 1,3,2). However, the dashboard won't work properly if the user gives an order such as 3,6,5 or 1,3,6, etc.. | | Jira Legacy |
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| server | project.expertflow.com JIRA |
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| columns | key,summary,type,created,updated,due,assignee,reporter,priority,status,resolution |
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| serverId | 131d473b-dd43-389a-9dac-6f501204581b |
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| key | EAP- |
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9678If a data table is selected on one or both of the boxes of the dashboard template 5, the gadgets on both sides are not aligned and the UI becomes disturbed. Always try to provide a small name of the attribute, i.e. less than 20 characters long. | | Sometimes, wrong gadgets are generated randomly on a dashboard | | Jira Legacy |
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| server | project.expertflow.com JIRA |
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| columns | key,summary,type,created,updated,due,assignee,reporter,priority,status,resolution |
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| serverId | 131d473b-dd43-389a-9dac-6f501204581b |
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| key | EAP- |
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9712 | Try to use some dashboard template other than the template 5 to display the data table | | If all permissions are deleted from a role, then the user also automatically gets removed from the role having no permissions in it | | Jira Legacy |
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| server | project.expertflow.com JIRA |
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| columns | key,summary,type,created,updated,due,assignee,reporter,priority,status,resolution |
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| serverId | 131d473b-dd43-389a-9dac-6f501204581b |
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| key | EAP-9634 |
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| | Delete only the unnecessary permissions or add desired permissions in the role and reassign the role to the user |
| The user-defined order of the attributes in the gadget should be proper. For instance, if 3 attributes are chosen to be displayed out of 6 possible attributes, the order should 1,2,3 in any sequence (3,2,1, 2,3,1, 1,3,2). However, the dashboard won't work properly if the user gives an order such as 3,6,5 or 1,3,6, etc.. | | Jira Legacy |
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| server | project.expertflow.com JIRA |
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| columns | key,summary,type,created,updated,due,assignee,reporter,priority,status,resolution |
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| serverId | 131d473b-dd43-389a-9dac-6f501204581b |
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| key | EAP-9711 |
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| | Delete the dashboard and create a new one with properly-defined order of the attributes |
| Sometimes, wrong gadgets are generated randomly on a dashboard | | Jira Legacy |
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| server | project.expertflow.com JIRA |
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| columns | key,summary,type,created,updated,due,assignee,reporter,priority,status,resolution |
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| serverId | 131d473b-dd43-389a-9dac-6f501204581b |
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| key | EAP-9744 |
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| | Delete the gadget and create the desired gadget again |
| Need to restart the umm service after changing the license in UMM | | Jira Legacy |
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| server | project.expertflow.com JIRA |
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| columns | key,summary,type,created,updated,due,assignee,reporter,priority,status,resolution |
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| serverId | 131d473b-dd43-389a-9dac-6f501204581b |
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| key | EAP-10075 |
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| | UMM Services need to be restarted on any machine on which wallboard is deployed with this command docker service update --force wallboard_umm |
| When the Synchronizer failover happens, the scorecard gadgets start behaving weirdly for a few seconds (within 60 seconds approx). | | Jira Legacy |
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| server | project.expertflow.com JIRA |
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| columns | key,summary,type,created,updated,due,assignee,reporter,priority,status,resolution |
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| serverId | 131d473b-dd43-389a-9dac-6f501204581b |
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| key | EAP-9882 |
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| | User should refresh the final dashboard link |
When a Synchronizer failover happens, the stats become zero for the following gadgets for a few seconds (within 60 seconds approx) until the Synchronizer component resumes: - Speedometer
- Pie Chart
- Doughnut Chart
- Data Table
| | Jira Legacy |
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| server | project.expertflow.com JIRA |
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| columns | key,summary,type,created,updated,due,assignee,reporter,priority,status,resolution |
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| serverId | 131d473b-dd43-389a-9dac-6f501204581b |
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| key | EAP-9883 |
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| | Stats appear again when synchronizer becomes up |
| You cannot remove the default role assigned to a user. The default roles are, "Agent" and "Supervisor". | | Jira Legacy |
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| server | project.expertflow.com JIRA |
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| columns | key,summary,type,created,updated,due,assignee,reporter,priority,status,resolution |
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| serverId | 131d473b-dd43-389a-9dac-6f501204581b |
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| key | EAP-10092 |
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| | Create new Role and add Users in it |
| The "Updated On" date field on the Dashboard List page cannot be translated. | | Jira Legacy |
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| server | project.expertflow.com JIRA |
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| columns | key,summary,type,created,updated,due,assignee,reporter,priority,status,resolution |
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| serverId | 131d473b-dd43-389a-9dac-6f501204581b |
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| key | EAP-9993 |
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| | The date is visible in the English format |
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Limitations
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Both VMs should not be down at a time.
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Once the Failover of the synchronizer happened, it will take 2 minutes to connect with another active synchronizer, as the active synchronizer will make insertion in DB after every 2 minutes.
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Release History
Release 13.0
Here is a list of features that were part of the previous 13.0 release.
Dashboard Templates
A Dashboard is a display consisting of a set of Dashboard Gadgets created in a Dashboard Template. An authorized dashboard designer can create multiple dashboards in the system. A Dashboard template is a predefined structure of a Dashboard display. The dashboard designer can choose a template from a list of six templates to create a new dashboard.
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project.expertflow.com JIRAkey,summary,type,created,updated,due,assignee,reporter,priority,status,resolution131d473b-dd43-389a-9dac-6f501204581bEAP-8223 |
Gadgets
A Gadget is a graphical representation added on a Dashboard. It has two parts:
- Display types: A visualization for displaying the data. Available Display types are Pie/Doughnut chart, Speedometer, Line/Bar chart, Tabular type, and Scorecards. There are two more displays for showing a text message on the dashboard which includes Greeting Message, Text Box
- Data source: Select the data service from where to pull the data on the dashboard. Data service is a REST+GraphQL-based microservice that returns real-time and historical data to be displayed on Dashboards and Wallboards.
Speedometer
This view displays any type of data that has the data type percentage %. In the current version, it shows the real-time SLA of a queue or all queues of the call center for the Queue data service.
If no particular queue is selected, the application aggregates data across all queues based on the default aggregation type, i.e. Average.
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project.expertflow.com JIRAkey,summary,type,created,updated,due,assignee,reporter,priority,status,resolution131d473b-dd43-389a-9dac-6f501204581bEAP-8229 |
Pie Chart
Pie chart takes at most one data attribute to be displayed in the chart.
A data attribute that can have multiple, predefined values is relevant to be displayed in this display type. For instance, the current states of agents in a team can be displayed in a pie chart showing the number of agents, Ready, Not Ready, Talking.
If no particular team is selected, the application aggregates data across all team agents based on the default aggregation type, i.e. COUNT.
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project.expertflow.com JIRAkey,summary,type,created,updated,due,assignee,reporter,priority,status,resolution131d473b-dd43-389a-9dac-6f501204581bEAP-9327 |
Doughnut Chart
Doughnut chart takes at most one data attribute to be displayed in the chart.
A data attribute that can have multiple, predefined values is relevant to be displayed in this display type. For instance, the current states of agents in a team can be displayed in a pie chart with the prebuilt Agent data service, showing the number of agents, Ready, Not Ready, Talking.
If no particular team is selected, the application aggregates data across all team agents based on the default aggregation type, i.e. COUNT.
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project.expertflow.com JIRAkey,summary,type,created,updated,due,assignee,reporter,priority,status,resolution131d473b-dd43-389a-9dac-6f501204581bEAP-8235 |
Line Chart
A line chart displays the historical data only, so any data attribute with the historical flag turned ON can be selected to be viewed in the line chart. For the built-in data services, only the Queue data service exposes historical data attributes which are as following:
- Calls Received
- Calls Answered
- Calls Abandoned
If no queue is selected in the filter, the application aggregates data across all queues based on the selected aggregation type; i.e. Sum OR Average.
Data Resolution allows the dashboard designers to set the range for showing the historical data. The following types of data resolution are available:
- Hourly: This shows the data against the last 24 hours for each hour of the day
- Weekly: This shows the data against the last 7 days for each day of the week
Data Comparison: Setting this flag to true allows the dashboard designer to compare the historical data for a single attribute for the last 48 hours (last 24 hours and 24 hours before that) or last two weeks based on the selected Resolution type (Hourly, Weekly). In case of setting the flag to true, two lines are displayed on the chart, one showing the data of the attribute for this week (or last 24 hours) while the other showing the data for the previous week (or last 48 hours).
If the Comparison flag is set to false, the dashboard designer can choose all three attributes and see the historical data across three lines, with each representing the individual data attributes.
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project.expertflow.com JIRAkey,summary,type,created,updated,due,assignee,reporter,priority,status,resolution131d473b-dd43-389a-9dac-6f501204581bEAP-8232 |
Bar Chart
A bar chart displays the historical data only, so any data attribute with the historical flag turned ON can be selected to be viewed in the bar chart. For the built-in data services, only the Queue data service exposes historical data attributes which are as following:
- Calls Received
- Calls Answered
- Calls Abandoned
If no queue is selected in the filter, the application aggregates data across all queues based on the selected aggregation type; i.e. Sum OR Average.
Data Resolution allows the dashboard designers to set the time range for showing the historical data. The following resolution types are available:
- Hourly: This shows the data against the last 24 hours for each hour of the day
- Weekly: This shows the data against the last 7 days for each day of the week
Data Comparison: Setting this flag to true allows the dashboard designer to compare the historical data for a single attribute for the last 48 hours or last two weeks based on the selected Resolution type. In this case, two bars are displayed on the chart one showing the data of the attribute for this week (or last 24 hours) while the other showing the data for the previous week (or last 48 hours).
If the Comparison flag is set to false, the dashboard designer can choose one, two or all three attributes and see the historical data with three bars, with each representing the individual data attribute.
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| Sometimes, all attributes appear to be selected in the Edit Gadget settings, rather than showing only the originally-selected attributes | | Jira Legacy |
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| server | project.expertflow.com JIRA |
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| columns | key,summary,type,created,updated,due,assignee,reporter,priority,status,resolution |
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| serverId | 131d473b-dd43-389a-9dac-6f501204581b |
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Data Table
A data table shows the real-time details of team agents or queue stats with Agent data service respectively in the form of a table.
The dashboard designer can choose at most 6 attributes to be displayed in the table out of all the attributes exposed by the data service. If no particular team or queue is selected, the application shows stats of all team agents or queues based on the selected data service.
Each row of the table represents the record for one agent or one queue.
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Open Issues
Issue Summary | JIRA Issue | Priority | Workaround |
|---|
| If there is a lesser amount of data for one category of the current state attribute (response distribution ratio between "Ready", "Not Ready", "Talking"), the label of that current state value will not appear on the gadget. | | Jira Legacy |
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| server | project.expertflow.com JIRA |
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| columns | key,summary,type,created,updated,due,assignee,reporter,priority,status, |
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| resolution | | serverId | 131d473b-dd43-389a-9dac-6f501204581b |
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| key | EAP- |
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Scorecards
Any data attributes of type Integer and Float can be displayed in the scorecards. Each card here corresponds to one data attribute selected in the gadget configuration.
Use the Queue data service to show data in the form of scorecards.
This view comes with the following variations:
- 4 cards with icons: Allows the dashboard designer to select at most 4 attributes with an iconic representation in the card. The dashboard designer can choose icons displaying on each card from the default list of icons.
- 4 cards: Allows the dashboard designer to select at most 4 attributes in the form of a card, without any iconic representation.
- Three cards horizontal: Allows the dashboard designer to select at most 3 attributes in the card. This view shows cards in a horizontal layout.
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| | No workaround. This rarely occurs based upon the total sample group of all state values and the ratio among them. The legend keys showing which slice represents what value in the data set is still available on the bottom of the gadget. |
| When the non-active VM or synchronizer comes up after failover, the stats on the gadget become zero for a few seconds and get updated later. | | Jira Legacy |
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| server | project.expertflow.com JIRA |
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| columns | key,summary,type,created,updated,due,assignee,reporter,priority,status,resolution |
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| serverId | 131d473b-dd43-389a-9dac-6f501204581b |
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| | No workaround |
| If the user has saved the password with Keep me logged in option, the login button starts appearing as disabled whenever the user comes again on the login page. | | Jira Legacy |
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| server | project.expertflow.com JIRA |
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| columns | key,summary,type,created,updated,due,assignee,reporter,priority,status,resolution |
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| serverId | 131d473b-dd43-389a-9dac-6f501204581b |
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| key | EAP- |
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Greeting Message
This view allows the dashboard designer to type a greeting message with a title or a heading. The dashboard designer can also choose to have different font colors for the title and the message text. The aim here is to show greetings of the day on a Wallboard screen.
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| | Just click on the password field and press enter to log in. |
| If the label of an attribute is of a large size, the system automatically tries to readjust the name on the final view which might disturb the UI of the gadget | | Jira Legacy |
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| server | project.expertflow.com JIRA |
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| columns | key,summary,type,created,updated,due,assignee,reporter,priority,status,resolution |
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| serverId | 131d473b-dd43-389a-9dac-6f501204581b |
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Text Box
This allows the dashboard designer to write a plain text and get it displayed on the dashboard or wallboard. This could be any text such as the announcement of an event to notify the call center staff. The dashboard designer can also choose to change the font color of the text and the background color of the gadget.
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| | Always try to provide a small name of the attribute, i.e. less than 20 characters long. |
| If all permissions are deleted from a role, then the user also automatically gets removed from the role having no permissions in it | | Jira Legacy |
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| server | project.expertflow.com JIRA |
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| columns | key,summary,type,created,updated,due,assignee,reporter,priority,status,resolution |
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| serverId | 131d473b-dd43-389a-9dac-6f501204581b |
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Dashboard Group
A dashboard group allows the dashboard designer to add multiple dashboards in a group and see them in a polling interval. While creating a group, the dashboard designer can add dashboards, turn on the scrolling between the group dashboards and define a scrolling interval in seconds.
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| | Delete only the unnecessary permissions or add desired permissions in the role and reassign the role to the user |
| Need to restart the UMM service after changing the license in UMM | | Jira Legacy |
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| server | project.expertflow.com JIRA |
|---|
| columns | key,summary,type,created,updated,due,assignee,reporter,priority,status,resolution |
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| serverId | 131d473b-dd43-389a-9dac-6f501204581b |
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| key | EAP |
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Company Logo
Under the Application Settings, dashboard designers can also upload the corporate logo. However, the logo will only be applicable across all the admin portal pages and not applicable on the final dashboard view.
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| | UMM Services need to be restarted on any machine on which wallboard is deployed with this command docker service update --force wallboard_umm |
| You cannot remove the default role assigned to a user. The default roles are, "Agent" and "Supervisor". | | Jira Legacy |
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| server | project.expertflow.com JIRA |
|---|
| columns | key,summary,type,created,updated,due,assignee,reporter,priority,status,resolution |
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| serverId | 131d473b-dd43-389a-9dac-6f501204581b |
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| key | EAP- |
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Link of Dashboard and Dashboard Group
The final links of dashboards and dashboard groups can be generated and opened in a browser tab to display on the Wallboard screen.
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| | Create new Role and add Users in it |
| The "Updated On" date field on the Dashboard List page cannot be translated. | | Jira Legacy |
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| server | project.expertflow.com JIRA |
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| columns | key,summary,type,created,updated,due,assignee,reporter,priority,status,resolution |
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| serverId | 131d473b-dd43-389a-9dac-6f501204581b |
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| | The date is visible in the English format |
Compatibility Guide
| Include Page |
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| Compatibility Guide |
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| Compatibility Guide |
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System Limitations
| Include Page |
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| System Limitations |
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| System Limitations |
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