This release is specifically tested for UCCE 11.6, with an improved synchronizer
Do not compare historical stats(Call Received, Call Answered, and Call Abandoned) with the CUIC Reports because the formula is different. You can take the information about fields from this document Integration Specifications with CCE.
|Agent Gadgets(data table): unable to select a team, for the first time I have to perform this action twice|
|Select team click on save again select the team click on the save button|
|Average talk time, Max wait time aggregation type Sum and Avg must not be applicable|
Sometimes two intervals sync instead of one interval
|When deployed in HA, sometimes the Synchronizer component gets stuck for 2-5 minutes, due to unknown reasons. It then resumes functioning normally.|
|It starts working automatically|
|Font sizes look smaller when there're a minimum number of cards being displayed in the gadget|
|It is adjusted according to the maximum number of cards that may appear in each square box|
|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.|
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 is still available on the bottom of the gadget.
|Sometimes in template five, the agent State names do not appear properly for PIE & Doughnut charts|
|The speedometer needle moves to the left from zero for SLA values less than 10.|
|The duration of the success message on the "Application Settings" screen is shorter than expected|
|Some permissions related to "Application Settings"(i.e. "Create" and "Delete") are of no use at the moment and are reserved for the future.|
|Do not assign these permissions (Application setting create and delete) to any user|
|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|
|If the user has saved the password with the Keep me logged in option, the login button starts appearing as disabled whenever the user comes again on the login page.|
|Just click on the password field and press enter to log in.|
|If all permissions are deleted from a role, then the user also automatically gets removed from the role having no permissions in it|
|Delete only the unnecessary permissions or add desired permissions in the role and reassign the role to the user|
|You cannot delete the default roles assigned to a user. The default roles are, "Agent" and "Supervisor".|
|Create a new Role and add Users to it|
|The "Updated On" date field on the Dashboard List page cannot be translated.|
|The date is visible in the English format|
When the network connectivity breaks down between the Synchronizer and UCCX, all of the stats being displayed on the Wallboard will become zero after 1 minute. The stats are updated again when the connectivity is restored
|Plus sign is not visible to browse the user's profile picture|
|Use Google Chrome browser|
|The state duration time in an Agent Service is sometimes 5 to 6 sec ahead|
|The issue exists only with CCX version 12.5.|
|The SSO configurations are enabled, but for UMM you cannot login with Contact Center Agents|
|Plan for the next release|
Load Test Results
A load test with 6 agents was executed with 2000-3000 calls per hour. The average call duration of a call was kept at 30 seconds.
Multiple load tests with the above load were executed to test the performance of the system. The application successfully synchronizes and fetches the stats with CCE while CCE behaves normally.
The following OS software is required on the server:
|7.x updated to the latest packages (use Yum update)||The application can deploy in any folder|
|MS SQL Database Server 2019 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
Docker CE 18.06.0+
|Some UI elements might not render properly. A full-blown testing cycle can be carried out on demand.|
Cisco Unified CCE Compatibility
Tested with the CCE 11.6
|CCX 11.0 is not offering Blind/Direct transfer, so the test cases related to Blind/Direct transfer were discarded in this release.||CCX 11.0 is not offering Blind/Direct transfer, so the test cases related to Blind/Direct transfer were discarded in this release.|
During the load test, we have observed a stats mismatch between Real-time and historical stats in ccx 11.0
|During the load test, we have observed a stats mismatch between Real-time and historical stats in ccx 11.0|
|SLA for multiple or all queues|
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.
|Maximum Talk Time across multiple queues||When more than one queue is added to the gadget, the gadget shows the maximum talk time of a call (across all queues).|
|Maximum Wait Time across multiple queues||When more than one queue is added to the gadget, the gadget shows the maximum time a call waited in the queue (out of all queues).|
|Select the Just Scan option using the TV|
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.
|Tested on a 32-inches screen||Wallboard displays are tested on a 32-inches screen|
|Font size enhancements are implemented only for the Scorecard gadget|
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:
|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 log in to the wallboard and for UCCE agent is able to login into the wallboard application|
|Timezone implementation is for the historical data||The timezone variable in the Environment Variables applies only to the historical data. 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 or call types.|
|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 range of speedometer display type provides two options:
The range of speedometer display type provides two options:
|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 default data refresh rate of the synchronizer is about 5 seconds. However, on the frontend, it takes around 7-10 seconds to refresh 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 real-time 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 for version 12.5 is not tested||UCCX failover for version 12.5 is not tested|