.Release Notes v13.2
- Former user (Deleted)
- Former user (Deleted)
Release Summary
This is a major release of Dashboards & Wallboards which includes 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 releases.
What's New
Support for CCE
The 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.
Enhancements
- Agents state with prominent colors in the data table for visual aid
- Reduce the Dashboard Refresh interval to 5 seconds
- The configurable color scheme for lines and bars in Line and Bar charts
- Font sizes are configurable for Text Gadgets
- Displaying company logo, dashboard name and date/time on the Preview
- Gadget titles are now automatically adjustable based on the screen size of the user
- The three variations of Scorecards are merged into one with an adjustable UI
- An embedded code snippet for each dashboard
- The speedometer range is enhanced from -100 to +100
Agent states shown in prominent colors
The 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:
- READY
- TALKING
- NOT READY
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.
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.
Gadget titles are adjustable based on the screen resolution
The font size of the gadget titles now automatically adjust based on the screen resolution.
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.
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.
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.
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.
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.
Fixed Issues
Issue Summary | JIRA Issue | Priority |
|---|---|---|
| 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. | EAP-9712 - Getting issue details... STATUS | MINOR |
| 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.. | EAP-9711 - Getting issue details... STATUS | MINOR |
| Sometimes, wrong gadgets are generated randomly on a dashboard | EAP-9744 - Getting issue details... STATUS | MINOR |
| Sometimes, all attributes appear to be selected in the Edit Gadget settings, rather than showing only the originally-selected attributes | EAP-9752 - Getting issue details... STATUS | MINOR |
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. | EAP-10434 - Getting issue details... STATUS | MINOR | 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. | 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 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 |
| 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. |