Samsung Smart Center General Description Manual
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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 Large Character Windows Real Time Wait and Queue Graphs Real Time Status Displays Real Time Statistics Displays Reporting Reports can contain any of the following items of information: Line Group Traffic Report Line Group Traffic Profile Report Agent Traffic Report Agent Traffic Profile Report DID Group Traffic Report DID Group Traffic Profile Report QPage 2-5
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 files or comma-delimited format to spreadsheet packages such as MicrosoftExcel or Lotus 123, where information may be displayed in graphical format. Reports can be collated for the previous one-year of events. SmartCentre VAR is able to support physical wallboards and any number of real time templates. Reporting The following report parameters are available in addition to SmartCentre VR: Agent Event Reports Agent Group Traffic Report Agent Group Traffic Profile Report Agent Utilization Report Agent Utilization Profile Report Contention Report Contention Profile Report Extension Event Report Extension Traffic Report Extension Traffic Profile Report Extension Group Traffic Report Extension Group Traffic Profile Report Extension Utilization Report Extension Utilization Profile Report DID Traffic Report DID Traffic Profile Report Line Traffic Report Line Group Event Report Forecasting Report Forecasting Profile Report QPage 2-6
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 SmartCentre fall into two categories. 1. Real time status parameters, such as the number of calls waiting to be answered in a queue, or the amount of time the call at the head of a queue has been waiting to be answered. 2. Real time statistics parameters, such as the number of abandoned calls for the day so far. Any number of real time data windows can be displayed within the workspace area of the SmartCentre application window. Each window can be positioned, sized and configured accord- ing to your requirements. As this process will entail some effort, SmartCentre provides a window layout management facility that allows you to save the position, size and configuration of the real time data windows with a specified name. Many of these data window layouts can be saved, each with a different name. You can then call up any of these saved layouts using the list box embedded in the toolbar of SmartCentre or by select- ing a layout from the favorites toolbar (SmartCentre VAR only). The real time data windows available are as follows: Line Status Window Extension Status Window Agent Status Window Line Statistics Window Line Group Statistics Window DID Statistics Window DID Group Statistics Window Extension Statistics Window Extension Group Statistics Window Agent Statistics Window Agent Group Statistics Window Calls In Queue Graph Window Wait Time Graph Window Large Character Window QPage 3-1 3
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 statistics display Extension statistics display Extension group statistics display DID statistics display DID group statistics display Line statistics display Line group statistics display QPage 3-2
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 to indicate how many calls are exceeding the alarm threshold. The bar graph can be shown horizontally or vertically, and can auto-scale to a proportion of the alarm limits configured for the displayed parameters if required. 3.1.4 Wait Time Graph Window Each wait time graph window can present in a bar graphical form the wait time of longest waiting call 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 indica- tion of the status of the longest wait time in each queue. If the longest wait time in a given queue exceeds the wait time alarm limit for that queue, then part of the corresponding bar graph will turn red to indicate how much over the alarm threshold the call has been waiting. The bar graph can be orientated horizontally or vertically, and can auto-scale to a proportion of the alarm limits configured for the displayed parameters if required. 3.1.5 Large Character Window Each large character window can present a single parameter for a single device or device group. The parameters can either present real time call statistics such as number of calls abandoned for the day so far. Both interval call statistics and daily call statistics are supported. OR Real time status information such as number of calls waiting to be answered. QPage 3-3
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 type using the key:
L– Large Character Window
W– Wallboard (external reader board)
I– InView Wallboard (internal LAN)
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