.System Limitations v13.6.3

Summary

Description

Contact Service Queue Activity Report by Interval.

Contact Service Queue Activity Report by Interval.

The reason for that is wallboard synchronizer is showing all the calls in Answered having disposition= 2, but CUIC is not only considering the disposition but also the Talktime & UserId. If the call gets dropped after getting picked due to any reason, CUIC will not show that call but the wallboard will.

During the load test, we observed a stats mismatch between Real-time and historical stats in ccx 11.0

If a single queue is selected on the gadget, the SLA is calculated by using one of the configured formulas. See Integration Specifications with CCX to see how SLA is calculated for an individual queue.

• When multiple queues are added to the gadget, the SLA is calculated as the following: 

• {(Calls Handled (or handled within SL) in Q1 + Calls Handled (Or handled within SL) in Q2  + Calls Handled (Or handled within SL) in Qn /Calls Presented in Q1+ Calls presented in Q2 + Calls presented in Qn)*100}

  • The SLA is always calculated across all or multiple queues with the above formula irrespective of the display type (Scorecard, speedometer, etc...) 
  • The SLA values for individual queues can be compared with UCCX's Contact Service Queue Service Level Priority Summary Report, column, %Service Level Met

Just scan is a 1:1 pixel mapping picture size, which eliminates overscan. This is useful when using the TV as a PC monitor because PCs do not have overscan, so some of the PC images would be cut off. By using Just Scan, the picture fills the screen just as it should.

Font size enhancements are implemented only for the Scorecard gadget. See the following limitations in terms of the font size of the data values in the cards:

• Font sizes are changed to variable units for data cards and will change according to the available screen width/height.
• Font sizes are applied based on the maximum number of cards that can appear in a gadget. Therefore, in some cases, the font size may seem to be small but it is adjusted according to multiple cards perspective.
• These font enhancements and resizeable cards are applied only to the Scorecard gadgets.

To view the real-time summary of call center agent states (Ready, Not Ready, Talking), it is suggested to use the Agent Data Service with Pie/Doughnut display type. This is because an agent can have multiple skills and hence, could be a part of multiple queues, viewing agent states summary queue-wise might not depict the true picture of the call center.

Use Data table (for individual agent stats) display type to view the individual agent stats team-wise. 

The range of speedometer display type provides two options:

• -100 to +100 
• 0 to 100 (use this option while displaying the SLA)

The range of speedometer display type provides two options:

• -100 to +100 
• 0 to 100 (use this option while displaying the SLA)