Samsung Smart Center General Description Manual

2.3.2 SmartCentre VR
SmartCentre VR uses a full size window for its workspace. Within the workspace, many parame-
ters can be laid out and displayed simultaneously. One real time template may be created and saved
at any time.
A reporting package is also included within SmartCentre VR, which provides printed statistics for
the last 31 days of activity.
Real Time
Displays may be configured to report on individual devices (agents, extensions), device groups or
groups of groups (supergroups).
 Real Time...

 Wait Time Distribution Reports
 Call Time Distribution Reports
 Wrap Time Distribution Reports
Reports may be viewed on the screen and printed but may not be saved. The maximum period of
an individual report is 31 days.
2.3.3 SmartCentre VAR
SmartCentre VAR is similar to SmartCentre VR but offers any number of real time templates to
be created and saved, enhanced reporting features and functionality, in addition to being viewed
on the screen and printed, reports may be saved and exported as text...

Detailed Description
3.1 Real time Reporting
SmartCentre VR and VAR collate a multitude of real time parameters to enable real time moni-
toring and performance of a call center.
These real time parameters relate to the fundamental devices monitored by SmartCentre, such as
the line, the DID number, the extension, and the agent.
Real time parameters are also collated for groups of devices such as line groups, DID groups,
extension groups, and agent groups.
The types of real time parameters collated by...

3.1.1 Status Displays
Status displays are used to represent the current state of each device, whether it is busy, free, logged
on or off, or ringing. There are three types of status display: 
 Agent Status display
 Extension status display
 Lines status display
3.1.2 Statistics Display
Statistics displays represent information gathered daily or at specified intervals throughout a 24-
hour period. There are eight different types of Statistics Displays:
 Agent statistics display
 Agent group...

3.1.3 Calls In Queue Graph
Each call in queue graph window can present in a bar graphical
form the number of calls that are currently queued on a series of line
groups, DID numbers, DID groups, extension groups or agent
groups.
The graph uses the correct status color to give an at a glance indi-
cation of the status of the queues. If too many call are waiting to be
answered in a given queue as defined by the call waiting alarm limit
for that queue, then part of the corresponding bar graph will turn
red...

When displaying real time status data the correct background status color is used to give an at a
glance indication.
The large character window is also capable of displaying plain text. This allows you to make up
complete displays including a number of large character windows, some containing parameters,
others containing plain text to provide labeling.
The table below represents every parameter available for each device or group of devices. The table
has been grouped according to availability by product...

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