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Release Summary

This unifies the Dashboards & Wallboards release for Cisco CCE & CCX platform. It also includes the fix to support the creation of dashboards for multiple timezones.

What's New

Support for Unified Release of Wallboard

This release unifies all features in the previous release for CCE available now for CCX. For details on the features included in the previous version, see the Release Notes version 13.2.

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Timezone implementation for historical stats

Timezone is available as a system setting where users are able to add a timezone once. The timezone value specified here will serve as the default timezone and will be applied to all dashboards in the application.

The default timezone will be UTC (with zero offsets). Users can, however, overwrite the settings for an individual dashboard.

In the case of the dashboard group, the data in each dashboard will appear based on the timezone of each individual dashboard. The timezone of the dashboard is also displayed on the final dashboard link.

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Add a background color to a Data Table cell

Users can now also add thresholds for agent service attributes in the data table columns. Thresholds are available for the following columns:

ASA
AHT
State Duration

Values can be set in terms of seconds.

On meeting the set value of the threshold, the background color of the data table cell is highlighted based on the colors that have been chosen in the gadget settings (i.e. Orange for warning and Red for error).

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Fixed Issues

Issue Summary	JIRA Issue	Priority
No previously-opened issues fixed from the previous releases.

Open Issues

Issue Summary	JIRA Issue	Priority	Workaround
If SSO-enabled CCE agent logs in to EF application, upon accessing Finesse, it asks for the username, password of the agent for the first time at least.	EAP-10740 - Getting issue details... STATUS	MINOR	Provide the agent name for the first time on Finesse. It doesn't ask later unless the user closes the browser.
The screen time of the success message for the "Application Settings" is very short.	EAP-10810 - Getting issue details... STATUS	MINOR	Mark to be fixed in the next release
There is a setting without SSO either UCCX or UCCE. Then user unable to log in using contact center agents in UMM.	EAP-10811 - Getting issue details... STATUS	MINOR	Login agent in wallboard then click on UMM button from the wallboard so the agent can log in to UMM
Some permissions related to "Application Settings"(i.e. "Create" and "Delete") are of no use at the moment and reserved for the future.	EAP-10790 - Getting issue details... STATUS	MINOR	Do not assign these permissions (Application setting create and delete) to any user
The "Prompt Settings" for CCE are not optional for now. If not needed, you may provide any value.	EAP-10730 - Getting issue details... STATUS	MINOR	User can add any garbage value in a prompt setting of UMM
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 does not appear on the gadget.	EAP-10434 - Getting issue details... STATUS	MINOR	This issue is observed rarely 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.	EAP-10126 - Getting issue details... STATUS	MINOR	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.	EAP-9753 - Getting issue details... STATUS	MINOR	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	EAP-9678 - Getting issue details... STATUS	MINOR	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	EAP-9634 - Getting issue details... STATUS	MINOR	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	EAP-10075 - Getting issue details... STATUS	MINOR	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".	EAP-10092 - Getting issue details... STATUS	MINOR	Create new Role and add Users in it
The "Updated On" date field on the Dashboard List page cannot be translated.	EAP-9993 - Getting issue details... STATUS	MINOR	The date is visible in the English format

Compatibility Guide

OS Compatibility

The following OS software is required on the server:

Item	Version	Notes
CentOS	7.x updated to the latest packages (use Yum update)	Administrative privileges (root) are required to follow the deployment steps.

Database Requirements

Item	Notes
MS SQL Database Server 2016/2017 Express/Standard/Enterprise	For clustered SQL Server installation, the customer will be responsible to provide the cluster. For stand-alone DB deployment, DB (2017 express) will be included within docker containers.
Microsoft SQL Server 2017	Microsoft SQL Server 2017, Microsoft Corporation Express Edition (64-bit) on Linux (Ubuntu 16.04.5 LTS). Only valid in case of a non-HA deployment.

Docker Engine Requirements

Item

Notes

Docker CE

Docker CE 18.06.0+

Browser Compatibility

Item	Version	Notes
Firefox	73.0.1 (64-bit)
Chrome	Not tested	Some UI elements might not render properly. A full-blown testing cycle can be carried out on demand.
IE	Not tested	Not supported

Cisco Unified CCX Compatibility

Tested with the CCX version 11.5 and 11.6 Assumed to work on higher versions as well. An on-demand testing cycle can also be executed on older versions of CCX.

Cisco Unified CCE Compatibility

Tested with the CCE version 11.5. Assumed to work on higher versions as well. An on-demand testing cycle can also be executed on older versions of CCE.

System Limitations

Summary	Description
SLA is calculated based on a hardcoded formula for CCX	For CCX, the SLA is calculated as the following: SLA = (Calls Handled/Total Calls) x100 For CCE, the SLA of a skill group is retrieved from the Skill Group tables in the CCE Database. See Integration with Cisco Unified CCE for more details.
SSO enabled UCCX/UCCE	User tries to login SSO enabled agent with SSO disabled settings from the environment variables than for UCCX agent will not login into the wallboard and for UCCE agent is able to login into the wallboard application
Timezone implementation is for the historical data	Timezone implementation applies to historical data only. The gadgets used for historical data are Line and Bar charts.
Date and Time on the dashboard/wallboard on the final link	Date and Time of the Dashboards&Wallboards are based on the machine/browser settings where it is opened.
In CCE, an agent in the "Talking" state is also reflected in the "Ready" state	In CCE, an agent in the "Talking" state is also reflected in the "Ready" state.
For CCE, a call that gets abandoned after getting routed to an agent by skill group is not available for reporting	A call that gets abandoned by the customer after being routed to an agent is not available for reporting purposes and thus, is not shown in the EF dashboards. However, this may affect the SLA of the skill group.
For CCE, the application currently only displays stats based on skill groups and not on precision queues	For CCE, the application currently only displays stats based on skill groups and not on precision queues
Only the call center calls are available for reporting on EF dashboards & wallboards	Only the inbound voice calls routed by the call center are reported on the dashboards. This means that any internal, ACD, outbound calls or other non-inbound customer calls are NOT available for reporting on wallboards for now.
The fixed range of the speedometer display type is from -100 to +100	The range of the Speedometer is updated from -100 to +100 (going from left to right, i.e. Red - Green).
Any changes made to the dashboard configurations are not automatically reflected on the dashboard link	Refresh the browser tab to reflect any changes that are made to the dashboard configuration (such as changes to the name, background color, company logo, dashboard gadgets (added, removed, updated))
Any changes made to the dashboard group configurations are reflected only on the browser refresh	Any changes made to the dashboard group configurations (such as Auto-scroll flag, auto-scroll time changes) are reflected only on the browser refresh
Gadgets are not resizeable	Gadgets added in the dashboard are of the fixed sizes.
Templates are not resizeable	Templates are not resizeable. The user has to follow one of the fixed templates while creating a dashboard.
Free Dashboard Design grid not available to create custom dashboard templates	Dashboards can only be created following one of the predefined dashboard templates. Users cannot create customized dashboard templates for now.
Large gadgets in small boxes might disturb the UI	Avoid plotting the gadgets with large visualizations especially the Bar/Line charts and data tables on the dashboard templates having small boxes.
Refresh the dashboard final link manually in case of a network glitch,	In case of a network glitch, manual intervention is required to refresh the dashboard view
Refresh the dashboard link to see updated or removed gadgets from the dashboard	If the user changes or removes and adds another gadget in a dashboard while the final dashboard link is already opened in a separate window, the user would need to refresh the page to see the updated gadgets. However, the real-time stats are updated automatically without requiring to refresh the page.
Refresh the final link to see the updated logo on the Dashboard fullscreen	Refresh the final link of the dashboard to see the modified or updated logo on the Dashboard fullscreen.
Dashboard Template once selected cannot be updated later	Once the dashboard template is selected, the dashboard is created with a default name. The user cannot later change the template. To change the template, delete the dashboard and create a new dashboard with the desired template.
Default data refresh rate is 5 seconds	The application currently has the default data refresh rate of 5 seconds for each dashboard gadget
Font colors and sizes of gadget titles cannot be changed	You cannot change the font size and color of the gadget titles. The size of the title is adjusted automatically based on the screen resolution. Only the font color of the message text can be changed in the Text Message gadgets.
If the data is null, gadgets are added without drawing the display types	If the data is null, gadgets are added without drawing the display types (since there’s null data in the gadget)
Statistics get refreshed when the Master node is shifted from one node to the subscriber node	All the realtime stats are refreshed and the count starts from zero whenever the master node is shifted to a new Master.
Data Service attribute tooltips are not translated	The tooltips displayed for each data service attribute are not translated automatically. This is shown in the same language in which it was mentioned within the data service.
The translation is only for the left to right languages	The application supports language translation for all languages mentioned on the Languages Support page. You can place the translation file in the /root/wallboard/docker/translation folder with the name translation_code.json. The frontend should be restarted after placing the translation file in the translation folder.

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