Configuring Fullscreen Monitoring

Prerequisites

The system supports separate configuration of operation permissions in menus so that specific roles can have the permissions to query or operate configurations. If an operation permission is not configured, the corresponding operation button is not displayed on the page. For details about how to configure operation permissions, see Table 1.

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.

     You can create a private or public theme. A maximum of 20 private themes and 20 public themes can be created.

     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.
   • Click to share the private theme.

5. Select the new theme and add monitoring information.
   1. In the chart information pane on the right, click and select the monitoring information to be added.
      Figure 3 Adding monitoring information
      
   2. Choose Add Chart and configure chart information.
      Figure 4 Create Chart
      
      • Name: Enter a customized name that contains a maximum of 32 characters. The name must be unique and cannot contain special characters.
      • Monitor Object: Select an object to be monitored on a fullscreen. The options are Skill Queue, VCC, IVR, Access Code, Agent, Skill Queue group, and Monitor Group. When Monitor Object is set to Access Code, only the indicator Number of outgoing calls can be monitored.
      • Organization Unit: Select the OU to which the fullscreen belongs.
        • This parameter is mandatory when the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, and Monitor Object is set to Agent, Skill Queue, or Access Code. Use either of the following methods to configure the corresponding permission based on site requirements:
          • Add the View All Organization Data, Viewing and Editing Home Organization Data, or View Lower-Level Organization Data permission under System Public Permissions to the roles configured for the current account.
          • Configure the read permission on the OUs specified by Accessible Organizations on the Employee Info page for the current account.
        • This parameter is mandatory when the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to No, and Monitor Object is set to Agent.
        

        In the independent deployment scenario, OU data isolation is not supported. Perform operations by referring to the scenario where the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to No.

      • Skill Queue or Access Code:
        • After the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, only skill queues and access codes under the selected OU can be selected.
        • After the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to No, set this parameter based on the selected monitored object.
      • Select Agent: This parameter is mandatory when Monitor Object is set to Agent.
      • Skill Queue group: This parameter is mandatory when Monitor Object is set to Skill Queue group.
      • Monitor Group: This parameter is mandatory when Monitor Object is set to Monitor Group.
      • Monitor Mode: Select a fullscreen monitoring mode. The options are Today's Indicator Statistics, Real-time Monitoring During Running, Today's Trend, Historical Indicator Statistics, Comprehensive Indicator Monitoring, and Periodic Indicator Monitoring.
        • When Monitor Object is set to Skill Queue, VCC or IVR, all options of Monitor Mode are available.
        • When Monitor Object is set to Access Code, you can select only Today's Trend.
        • When Monitor Object is set to Agent, you can select Today's Indicator Statistics, Real-time Monitoring During Running, or Today's Trend.
        • When Monitor Object is set to Skill Queue group, you can select only Comprehensive Indicator Monitoring.
        • When Monitor Object is set to Monitor Group, you can select Today's Indicator Statistics, Real-time Monitoring During Running, Historical Indicator Statistics, Comprehensive Indicator Monitoring, or Periodic Indicator Monitoring.
      • Media Type/Multimedia Type: Select a call media type.
      • Statistical Period: Select a period for collecting statistics on report indicators.
        • When Monitor Mode is set to Today's Trend, this parameter is mandatory.
        • When Monitor Object is set to Access Code, you can select only 1 hour.
      • Refresh Period: Select an interval for automatically refreshing report data.

        When Monitor Mode is set to Comprehensive Indicator Monitoring, 15 seconds can be selected.

      • Report Type/Collection Period: Select a report type or the time when historical indicator report statistics are collected. This parameter is mandatory when Monitor 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 Monitor 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 Monitor Mode is set to Today's Trend, you can select only Line Chart.
        • When Monitor Mode is set to Historical Indicator Statistics, you can select Bar Chart or Table.
        • When Monitor Object is set to Skill Queue and multiple options are selected for Skill Queue, you can select only Table.
        • When Monitor Mode is set to Comprehensive Indicator Monitoring, you can select only Table.
        • When Monitor Mode is set to Periodic Indicator Monitoring:

          When Monitor Object is set to Skill Queue, you can select Table.

        • When Monitor Object is set to Monitor Group, you can select only Table.
      • Indicator type: Select a report indicator type. The options include Number of Calls, Call Rate, Duration, and Number of Agents.
        • When Monitor Mode is set to Today's Indicator Statistics, Today's Trend, or Historical Indicator Statistics, you can select indicators under Number of Calls, Call Rate, and Duration.
        • When Monitor Mode is set to Real-time Monitoring During Running:
          • If Monitor Object is set to Skill Queue or VCC, you can select indicators under Number of Calls and Number of Agents.
          • If Monitor Object is set to IVR, you can select indicators only under Number of Calls.
          • If Monitor Object is set to Agent, you can select indicators under Number of Calls and Duration.
        • If Monitor Object is set to Access Code, you can select indicators only under Number of Calls.
        • If Monitor Object is set to Skill Queue group, you can select indicators under Daily Metrics Statistics and Real-time Monitoring Metrics.
      • Automatic page turning: This parameter is displayed when Chart Type is set to Table.
      • 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.
      • Recipient's Organization: Select the organization to which the threshold alarm recipient belongs. This parameter is available when the current account is not a tenant administrator account.
        • This parameter is available when the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes. Use either of the following methods to configure the corresponding permission based on site requirements:
          • Add the View All Organization Data, Viewing and Editing Home Organization Data, or View Lower-Level Organization Data permission under System Public Permissions to the roles configured for the current account.
          • Configure the read permission on the OUs specified by Accessible Organizations on the Employee Info page for the current account.
          • If the current account is an OU administrator account, the OU to which the account belongs and the administrators of the OUs at the same level can be selected.
        • This parameter is hidden when the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to No.
        

        The current parameter is used only to filter recipients under the available OUs during chart configuration. No data saving operation is performed.

      • Threshold Alarm Recipient: Select the recipient of threshold alarm information. This parameter is displayed when Set Indicator Thresholds is enabled.
        Figure 5 Selecting recipients
        
        • After the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, the value range of this parameter is as follows:
          • If the current account is an OU administrator, select the OU to which the account belongs or the administrators of the OUs at the same level.
          • If the current account is not an organization administrator, set this parameter based on the configured Recipient's Organization.
        • After the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to No, all business accounts can be selected.
      • Alarm Sending Gateway: Select the gateway for sending threshold alarm information. This parameter is displayed when Set Indicator Thresholds is enabled and the tenant parameter Alarm sending mode is set to Send email only or Send internal messages and emails.
        Figure 6 Select Gateway
        

        OU selection:

        • After the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, OUs can be selected. Use either of the following methods to configure the corresponding permission based on site requirements:
          • Add the View All Organization Data, Viewing and Editing Home Organization Data, or View Lower-Level Organization Data permission under System Public Permissions to the roles configured for the current account.
          • Configure the read permission on the OUs specified by Accessible Organizations on the Employee Info page for the current account.
        • After the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to No, this parameter is hidden.
   3. (Optional) Choose Add Text and configure text information.
      Figure 7 Add Text
      
      • Name: Customize a text name.
      • Content: Edit the text content.
      • Size: Select the font size of the text content.
      • Font weight: Select the font weight of the text content.
      • Text Alignment: Select the text alignment mode.
   4. Click Save.
   5. (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.
     

     After modifications are saved, refresh the fullscreen page or play the monitoring fullscreen again to ensure that the monitoring data displayed is correct.

   • Click to delete the chart.
   • Click to modify the chart of the rich text type.
     Figure 8 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.
   

   • During the playback of a card of the rich text type, an actual value less than or equal to the minimum threshold is displayed in orange, an actual value greater than or equal to the maximum threshold is displayed in red, and an actual value within the normal range is displayed in green. If the actual value is less than or equal to the minimum threshold or greater than or equal to the maximum threshold, it blinks for three consecutive times at an interval of 3 or 4 seconds, and a periodic alarm sound is played based on the configured Refresh Period.
   • During the playback of a card of the table type, an actual value less than or equal to the minimum threshold is displayed in orange, an actual value greater than or equal to the maximum threshold is displayed in red, and an actual value within the normal range is displayed in green. If the actual value is less than or equal to the minimum threshold or greater than or equal to the maximum threshold, a periodic alarm sound is played based on the configured Refresh Period.