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.System Limitations v13.5

.System Limitations v13.5

Jan 11, 2021



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.

Use Agent Data Service to view agent stats summary 

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. 

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/ call types

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.

UCCX failover is not tested

12.5 UCCX Failover is not tested in this release