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Data Sheet Comstice Wallboard for Cisco Unified Contact Center Enterprise(UCCE) and Express(UCCX) Your work environment is great, all your basic software works and provides the information. Yet there are some things that would make your work a little easier and more enjoyable to look at. That is where Comstice Wallboard comes in. Having many years of extensive Cisco UCC experience, we know exactly what features our Wallboard needs to do just that: apply to your custom needs. Comstice Wallboard is the realItime monitoring and reporting platform for mobile, desktop and smartwatch. Wallboard covers: Agent State information Call Data; Calls in Queue, handled, abandoned, reIqueued and durations Team voicemail and alerts It also reports: Daily call volumes Agent break durations Graphical representation of daily call volumes and agent availability Wallboard Wallboard is designed for agents and supervisors as well as managers and endIcustomers. Each user can login using their Cisco CUCM username/password to access wallboard. Figure 1: Login
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Comstice$Wallboard$for$Cisco$Unified$Contact$Center ...comstice.com/wallboard/assets/img/wallboardDatasheet.pdfData$Sheet!!!...

Mar 22, 2018

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Page 1: Comstice$Wallboard$for$Cisco$Unified$Contact$Center ...comstice.com/wallboard/assets/img/wallboardDatasheet.pdfData$Sheet!!! Comstice$Wallboard$for$Cisco$Unified$Contact$Center$Enterprise(UCCE)$and$Express(UCCX)!!

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! ! ! ! ! ! ! ! ! Data$Sheet!!!Comstice$Wallboard$for$Cisco$Unified$Contact$Center$Enterprise(UCCE)$and$Express(UCCX)!!Your$work$environment$is$great,$all$your$basic$software$works$and$provides$the$information.$Yet$there$are$some$things$that$would$make$your$work$a$little$easier$and$more$enjoyable$to$look$at.$That$is$where$Comstice$Wallboard$comes$in.$Having$many$years$of$extensive$Cisco$UCC$experience,$we$know$exactly$what$features$our$Wallboard$needs$to$do$just$that:$$apply$to$your$custom$needs.$$Comstice$Wallboard$is$the$realItime$monitoring$and$reporting$platform$for$mobile,$desktop$and$smartwatch.$$!Wallboard$covers:!

• Agent$State$information!• Call$Data;$Calls$in$Queue,$handled,$abandoned,$reIqueued$and$durations!• Team$voicemail$and$alerts!$

It$also$reports:$• Daily$call$volumes$• Agent$break$durations$• Graphical$representation$of$daily$call$volumes$and$agent$availability$

$

Wallboard$$Wallboard$is$designed$for$agents$and$supervisors$as$well$as$managers$and$endIcustomers.$Each$user$can$login$using$their$Cisco$CUCM$username/password$to$access$wallboard.$!!!

! ! ! ! !Figure'1:'Login$

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Wallboard$Interface$for$Desktop$

!Figure'2:'Manager'and'Supervisor'Dashboard'view,'basic$

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!Figure'2a:'Manager'and'Supervisor'Dashboard'view,'custom$

!The$browser$interface$comes$with$three$predefined$dashboard$views$that$can$be$modified$by$each$user.$$Each$dashboard$provides$realItime$and$daily$data$in$widgetIbox$and$graphical$forms.$$There$are$also$separate$sections$for$realItime$tables,$charts$and$wallboard$tabular$views.$Side$menu$on$the$left$can$collapse$for$a$fullIscreen$view$of$each$section.$

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!Figure'2b:'Dashboard'view'continued$

All$the$available$boxes$are$draggable$and$removable.$You$can$drag/drop$and$remove$them$from$your$view,$if$not$required.$Wallboard$interface$for$desktop$has$tabular$options$as$well$as$a$dashboard$view$for$wallboard$users.$$

Wallboard$Monitor$View$

!Figure'3:'Basic'view'example$

$Wallboard$Monitor$View$is$one$of$the$interfaces$designed$for$largeIscreens.$It$provides$a$list$of$realItime$data$for$each$queue$in$a$tabular$format.$In$addition$it$has$the$option$of$colorIcoding$specific$type$of$data$if$the$current$value$goes$beyond$the$predefined$thresholds.$The$threshold$values$are$customizable$by$the$users$and$can$be$adjusted$from$the$Wallboard$Settings.$$

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!!!!!! !''''''''''Figure'4:'Dashboard'view'for'large'screens''

!$Another$view$available$for$large$screens$is$the$graphical$view$of$the$key$data$for$your$daily$operations.$

Custom$Views$$It$is$also$possible$to$create$a$bespoke$view$for$your$contact$center$requirements.$Once$we$discuss$and$agree$the$scope,$we$can$create$views$similar$to$given$above.$

!Free$Mobile$App$Comstice$Wallboard$app$for$iOS$and$Android$provides$access$and$visibility$of$the$realItime$and$daily$statistics$even$when$you$are$on$the$go.$It$also$helps$other$parties$such$as$managers,$outsourcing$customers$etc.$to$see$the$activity$on$the$contact$center$operations.$$The$Mobile$app$provides$realItime$and$daily$data$for:$

• Contact$Service$Queues!• Agents$and$their$states!• Daily$call$volumes!• Team$voicemail$messages!• Alerts$and$announcements!

!Mobile$app$requires$Comstice$Wallboard$server$to$access$your$Cisco$UCC$environment.$However$it$can$be$run$in$demo$mode$to$see$how$it$works.$$$$$$$$

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Figure'5:'Mobile'app'for'Android'!!

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Mobile$app$Extension$on$Smartwatch$Wallboard!mobile!app!also!extends!to!smartwatch,!the!user!can!see!the!real6time!data.!Users!also!get!the!alerts!on!their!watch.!Alerts!are!generated!if!there!are!calls!waiting!in!the!queue!for!a!long!time!or!manually!by!the!supervisors!for!their!team.!!!!

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!$

Figure'6:'Smartwatch$

!Mobile$and$Tablet$Browser$Views$Wallboard$can$also$be$accessed$from$the$browser$in$mobile$and$tablet$devices.$The$views$automatically$resize$for$the$device$screen.$$!

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! ! !$$$$$$$$$$$$$$$$$$$$$$$$!

$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ !Figure'7:'Mobile'and'Tablet'browser'view$

Wallboard$Solution$Details$Comstice$Wallboard$supports$any$version$of$Cisco$Unified$Contact$Center$Enterprise$(UCCE)$or$Express$(UCCX)$server.$Wallboard$is$a$JavaIbased$application;$it$can$run$on$Windows$or$Linux$Servers.$Minimum$Requirements;$

Windows$ 4$GB$Memory$ 30$GB$Diskspace$Linux$ 1$GB$Memory$ 20$GB$Diskspace$

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SingleIMonitor$Solution$If$there$is$a$requirement$for$a$single$monitor$session,$Comstice$provides$a$wallImounted$monitor$(27$or$32Iinch)$and$a$wallImounted$server$that$has$WiIFi$connectivity.$This$is$a$very$compact$and$easy$to$deploy$solution$which$is$usually$installed$within$an$hour.!!

!Figure'8:'miniServer$

!!!!!!!!!!!!!!!!!!!!Figure'9:'27Jinch'monitor$

!MultiIMonitor$Solution$If$there$will$be$multiple$monitors$required$to$display$data$from$the$same$Cisco$UCCX$cluster,$Comstice$recommends$a$dedicated$server$(physical$or$virtual)$and$individual$PCs$for$each$screen.$Comstice$miniServer$can$be$used$as$individual$PCs.$Its$builtIin$Bluetooth$and$WiIFi$capability$makes$miniServer$ideal$for$quick$rollout.$

$Support$Comstice$provides$a$software$maintenance$support$for$the$Comstice$Wallboard$software$and$hardware$and$software$support$for$the$miniPC$and$miniServer.$!!Software$support$is$provided$on$a$4Ihr$response$and$best$effort$fix$basis$due$to$all$the$dependencies$around$the$solution.$All$hardware$provided$by$Comstice$for$Wallboard$solution$comes$with$3Iyear$guarantee$and$if$found$faulty,$usually$replaced$within$7$business$days,$however$it$might$take$longer$depending$on$the$hardware$availability$in$the$stocks.!!Support$contract$also$covers$certain$number$of$moves/adds$and$changes$per$annum.$Once$submitted,$the$changes$will$be$implemented$within$7$business$days.!How$to$raise$a$support$ticket?$You$can$raise$a$support$tickets$online$from$www.comstice.com/support$or$by$calling$Comstice$Support$Desk$from$$+44$203$051$7796$or$+1$713$357$2274,$then$option$2.$!!

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USA:!8300$FM$1960$West,$Suite$450,$Houston,$Texas,$77070,$USA$Tel:$+1I713I357I7724!

UK:!14$Bonhill$Street,$7th$Fl.$$$$$London$EC2A$4BX,$UK$$$$$$$$$$$Tel:$+44$203$051$7796!

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