Configuring Fullscreen Monitoring

Procedure

1. Sign in to the AICC as a tenant administrator and choose Configuration Center > Quality Management > Fullscreen Monitor.
   Figure 1 Fullscreen Monitor
   

2. Click to add a theme.
   Figure 2 Create Subject
   
   • Subject Name: Enter a name that contains a maximum of 32 characters. The name must be unique and cannot contain special characters.
   • Theme Type: Select Public Themes or Private Themes.

     Employees who have the following permissions share screen data of public themes:

     • Menu permissions Call Center Monitor, Monitor Configuration, and Full Screen Monitoring Configuration
     • Operation permissions Large-screen monitoring management, Viewing Public Large-Screen Monitoring, and Edit Public Large-Screen Monitoring
   • Style: Select Light or Dark.
   • Resolution: Select 720P (1280*720), 1080P (1920*1080), 4K (4096*2160), or Customization (the resolution ranges from 720P to 8K).

3. Click Save.
4. (Optional) You can perform the following operations on the new theme:
   • Click or to change the sequence of the theme in the list.
   • Click to display the theme in fullscreen mode.
   • Click to modify the theme information.
   • Click to delete the theme.

5. Select the new theme and create a chart.
   1. On the chart information pane on the right, click to create a chart.
   2. Configure chart information.
      Figure 3 Create Chart
      
      • Name: Enter a customized name that contains a maximum of 32 characters. The name must be unique and cannot contain special characters.
      • Monitored Object: Select an object to be monitored on a fullscreen. The options are Skill Queue, VDN, IVR, Access Code, and Agent. When Monitored Object is set to Access Code, only the indicator Number of outgoing calls can be monitored.
      • Skill Queue/Access Code/Organization Unit/Select Agent: Set this parameter based on the monitored object.
      • Monitoring Mode: Select a fullscreen monitoring mode. The options are Today's Indicator Statistics, Today's Trend, Real-time Monitoring During Running, and Real-time Monitoring During Running.
        • When Monitored Object is set to Skill Queue, VDN or IVR, you can select any of all the monitoring modes.
        • When Monitored Object is set to Access Code, you can only select Today's Trend.
        • When Monitored Object is set to Agent, you can select Today's Indicator Statistics, Real-time Monitoring During Running, or Today's Trend.
      • Media Type/Multimedia Type: Select a call media type.
      • Statistical Period: Select a period for collecting statistics on report indicators.
        • When Monitoring Mode is set to Today's Trend, this parameter is mandatory.
        • When Monitored Object is set to Access Code, you can only select 1 hour.
      • Refresh Period: Select an interval for automatically refreshing report data. This parameter is mandatory when Monitoring Mode is set to Today's Indicator Statistics, Real-time Monitoring During Running, or Today's Trend.
      • Report Type/Collection Period: Select a report type or the time when historical indicator report statistics are collected. This parameter is mandatory when Monitoring Mode is set to Historical Indicator Statistics
        • When Report Type is set to Daily Report (Relative Time), you can select a day earlier than the current time. The value ranges from 1 to 31 days earlier than the current time.
        • When Report Type is set to Daily Report (Fixed Time), you can select a fixed date.
      • Chart Type: Select a display type. The options are Bar Chart, Pie Chart, Line Chart, Table, and Rich Text.
        • When Monitoring Mode is set to Today's Indicator Statistics or Real-time Monitoring During Running, you can select Bar Chart, Pie Chart, Table, or Rich Text.
        • When Monitoring Mode is set to Today's Trend, you can select only Line Chart.
        • When Monitoring Mode is set to Historical Indicator Statistics, you can select Bar Chart or Table.
      • Indicator type: Select a report indicator type. The options are Number of Calls, Call Rate, Duration, and Number of Agents.
        • When Monitoring Mode is set to Today's Indicator Statistics or Today's Trend, you can select Number of Calls, Call Rate, or Duration.
        • When Monitoring Mode is set to Real-time Monitoring During Running:
          • If Monitored Object is set to Skill Queue or VDN, you can select Number of Calls or Number of Agents.
          • If Monitored Object is set to IVR, you can only select Number of Calls.
          • If Monitored Object is set to Agent, you can select Number of Calls or Duration.
        • When Monitored Object is set to Access Code, you can only select Number of Calls.
      • Set Indicator Thresholds: Determine whether to enable the function of configuring indicator thresholds. This parameter is not displayed when Chart Type is set to Pie Chart.

        

      • Min Threshold/Max Threshold: Enter a customized value. The threshold can be empty. The minimum threshold must be less than the maximum threshold.
        • For indicators of the Number of Calls and Number of Agents types, the value is an integer ranging from 0 to 99999999.
        • For indicators of the Call Rate type, the value is an integer ranging from 0 to 100, in percentage.
        • For indicators of the Duration type, the value is an integer ranging from 0 to 86,400, in seconds.
   3. Click Save.
   4. (Optional) Repeat the preceding steps to create multiple charts for the theme.

6. (Optional) You can perform the following operations on the new chart:
   • Click to modify the chart information.
   • Click to delete the chart.
   • Click to modify the chart of the rich text type.
     Figure 4 Modify Rich Text
     
   • Drag the chart to change its display position.

7. Click to save the layout.
8. (Optional) Click on the chart information page to preview the theme layout.
9. (Optional) Click on the theme information page to play the theme layout.