CUIC Dasboard - Customization

[sujin_Cisco]

Hi All,

We would like to develop a custom dashboard in CUIC. Customer wants to reproduce look and feel of report generated using 3rd party reporting tool and the same has been expected using CUIC. We are facing difficulties is providing expected customization due to product limitations. Hence we would like to know if there is any way to improve look and feel of report as we do on 3rd party reporting tools. For example, Call Waiting header should be displayed in small front where as number of calls waiting, the digit should be displayed in bigger font.

Expected customization:

1. Title bar should be removed (including minimize, close buttons)

2. Date & Time including number of records displayed in the header should be removed

3. Should have ability to change background colour of table rows (without using thresholds)

4. Should be able to change font size for individual items (header and data separately)

Appreciate your support on this.

Thanks,

Sujin C L

[Gerry O'Rourke]

Sales and Presales people who are un-familar with CUIC assume (probably rightly so!)

that CUIC can do good dashboard / wallboards.

It can't. In my view it is ONLY good for the desktop.

Cisco don't help with some of their CUIC visuals, which can lead to believe decent dashboards are possible.

Its great for Agent Desktop / Finesse and supervisor / reporting manager reports. But not for wallboards or dashboards.

I do't know if or Cisco are going to correct / enchance CUIC this.

What is very nice for wallboards and it can do everything you need it to , is 2RIng Dashboard & Wallboard. product.

It is licensed for concurrent agent and you can license it for a pool of agents rather that the complete contact centre.

But this requires an additional Windows Server which connects to UCCX / UCCE databases.

It will likely met your requirement, but you might not have budgeted for it!

2Ring - Contact Centers - DASHBOARDS & WALLBOARDS

Gerry

[roberteliasson]

If you're familiar with PHP and has access to the database directly, you can build a dashboard on your own which looks exactly how you want it to look.

Example:

[sujin_Cisco]

Hi Gerry / Robert,

Thank you very much for your prompt response.

Hope CUIC product has to evolve more to support customization as other 3rd party reporting tools can do.

As customer has specifically asked for Cisco CUIC, we don't have an option to propose PHP.

Thanks,

Sujin

[Gerry O'Rourke]

Sujin,

Customer should use CUIC, but just not for wallboards as you have the exact issue you are having.

Its not good for doing this, despite the "Dashboard' Pretense.

For a proper wallbaord you have to use either customized code such as PHP, ASP

or use an Cisco partner product such as 2ring.

A 3rd party wallboard approach allows you to back off build & support to someone else but if you are comfortable with PHP you can create your own  but these are harder to support and take more effort if you need to change / add new wallboard's with different layouts.

There is a free UCCX wallboard which is quite good, google it. But it is not scale-able like the 2RING one, as each wallboard pulls from the database separately. The 2Ring Wallboard pulls from the UCCE/UCCX database once every X seconds for all wallboards, and then stores the data in its own database. So a more scale-able design.

Both will require an external server to UCCX / UCCE to pull the data and display it.

Wallboard server should work alongside CUIC and not replace CUIC.

CUIC should only be used (in my view) for the desktop only until the product has improved to support proper report visual customization for dashboard / wallboards.

Gerry