Samsung Smart Center General Description Manual

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INVIEW Wallboards
The inView LAN Wallboard shows key performance information and agent/extension status. It
can be useful for agents, managers and senior managers – in fact anyone connected to the com-
pany Local Area Network (LAN) has the ability to load InView (license permitting).
The inView LAN Wallboard is a Windows-based product that can show two different views and
can be customized using standard window tools such as “click and drag”, toggle buttons and a tool
bar. Each time a view is opened, it...

4.2 Agent and Extension Status View
The status of any member of an agent or extension group can be viewed using the ‘Status View’.
Users can select whether to view agent information or extension information by selecting the
required type from the dropdown list box on the toolbar. The group to be viewed is selected from
the second dropdown list box on the toolbar. The status of each group member is color coded in
the following way:
 Gray for logged-off
 Blue for busy
 Green for available
 Yellow for...

This dialog shows a message with the text “Sales targets have been met” that will be sent to all
agents in the group ‘All Sales’, with a message priority of Normal.
4.4 INVIEW Wallboard Requirements
1. Windows95, 98, Windows2000 or WindowsNT 4.0 running at the client PC.
2. TCP/IP installed at both the clients and the SmartCentre server.
3. A Dongle with a license to run a number of concurrent inView LAN Wallboards.
4. The SmartCentre server must be run on a Windows98, WindowsNT or Windows
2000...

Alarms Management
Many different types of alarms are indicated on the real time data windows by the presence of the
color red. However, to see visual indication of these alarms you need to have the correct real time
data window visible. This is not always possible.
To combat this problem, SmartCentre provides an Alarms Window that presents all the alarms
that are active in the SmartCentre. Also SmartCentre can be configured to issue an audible indi-
cation when a new alarm is triggered.
On multiple...

5.1.3 Line Contention
Too many lines are allocated on calls. Applicable to line groups, DID’s and DID groups.
5.1.4 Extension Contention
Too many extensions are not available to take calls within the named extension group.
5.1.5 Agent Contention
Too many agents are not available to take calls within the named agent group.
5.1.6 Long Free
Extension/Agent has been free to take calls for too long.
5.1.7 Long Ring On
Extension/Agent has been ringing for too long.
5.1.8 Long Call
Extension/Agent has been on a...

SmartCentre Historical Reports
6.1 Reports
SmartCentre Reporter is a stand alone application that can be used to collate reports that analyze
the past performance of your call center.
Reports can analyze the performance/usage of the following:
 Lines
 DID Numbers
 Extensions
 Agents
 Line Groups
 DID Groups
 Extension Groups
 Agent Groups
A report is broken down in a number of individually configurable report items. Each item usual-
ly only analyzes one of the above categories of device/device...

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6.3 Historical Report Filters
Standard reports tend to show statistics in isolation of each other, i.e., DID and Agent reports.
Filtering allows customization of such reports to give a greater degree of detail, or you may wish
to filter out unwanted information. An example of this would be a number of DIDs routed to the
same agents. Filters can be used to determine the performance of each agent per DID call.
6.4 Historic Report Feature Availability by Product
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