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 defaults to the last saved display and configuration under the
login name.
The inView LAN Wallboard also includes an internal messaging system. This allows inView LAN
Wallboard users to send messages to each other, either directly or via agent names.
The inView LAN Wallboard is a network application that can be a strong motivational tool for
agents, as well as enabling senior managers to keep in touch of call center performance. Users can
monitor their own or general call center performance information. Users can find out the status
of agents or extensions in any group within or outside the call center (as long as they are connect-
ed to the same telephone switch).
4.1 Wallboard View
The user can select any of the 200 large character windows available, either call center or person-
al agent statistics (the background coloring of the labels distinguishes the two – gray for personal
parameters, white for call center parameters). All parameter windows have automatic labels that
can be customized. Labels can be displayed without their associated parameter value if required.
This wallboard view shows four general call center parameters – Calls in Queue (CIQ), Longest
Wait Time (LWT), Number of Calls Answered (ANS) and Abandoned (ABD). There are two per-
sonal call center parameters – Call Answered (ANS) and Grade of Service (GOD) – distinguished
by the different background color of their labels. This allows agents to quickly and easily see how
their performances compare with that of the overall call center.
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4 
						

							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 ring and ring-on.
Users can choose long or short names and scroll bars appear if the information cannot fit within
the borders. Please note that there are no alarms on this window.
4.3 Security
All users must login to the SmartCentre server when starting up the application, using the user
name and password specified by the supervisor. The supervisor can configure login user names and
passwords at the SmartCentre server for anyone who is connected to the local area network to
which the server is connected. The number of active InView LAN Wallboard clients running at
any one time is limited by the number specified in the license agreement.
More than one user can login on the same PC if required. This enables separate copies of the
inView LAN Wallboard application to be started for each user. It is not possible for one user to
concurrently login at more than one location.
If the user login has a password associated with it, that password will be needed to unlock the wall-
board view (if it has been locked) and also to close down the inView LAN Wallboard.
InView users can send a message of up to 256 characters to any other inView LAN Wallboard
User, Agent, or Agent Group depending on his or her Message Access Level.
The appearance of the message depends on the priority level selected. There are two levels of pri-
ority: Normal and High. The different levels produce a message with a different appearance to
inform the recipient to act accordingly.
There is a facility within the messaging to allow the user to store up to ten frequently used mes-
sages in a message library. These messages can then be quickly recalled whenever required.
Messages are added and removed using the Add and Delete Message Library buttons, and are
recalled by selecting them from the Message list.
QPage 4-2 
						

							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 machine if it is to support inView LAN Wallboards. 
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							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 supervisor installations, each SmartCentre Supervisor may only require to see a sub-
set of the alarms issued across the whole system. To facilitate this, each SmartCentre Supervisor
can set up filters to block alarms that they do not wish to see.
Alarms are triggered when thresholds have been reached such as time and number of calls.
5.1 Alarms Window
This is a separate window from the SmartCentre application window that provides a list of alarms
in chronological order (most recent first) that are currently active in the system. Each item in the
alarms list presents the following information.
 Type of device that is causing the alarm.
 Name of the device that is causing the alarm.
 Type of alarm.
When the alarms window is minimized, if a new alarm is triggered, the icon is animated and
brought into view for a short time. An audible noise can also be heard at the same time if you have
enabled audible alarms and a SoundBlaster compatible card is installed in the PC with relevant
drivers.
On multiple supervisor installations, each SmartCentre Supervisor can set up filters to block
alarms that they do not wish to see.
The following type of alarms are supported:
5.1.1 Long Wait
Call has been waiting to be answered for too long. Applicable to lines, line groups, DIDs, DID
groups, extension groups and agent groups.
5.1.2 Long Queue
Too many calls are waiting to be answered in the queue group. Applicable to line groups, DIDs,
DID groups, extension groups and agent groups.
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5 
						

							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 call for too long.
5.1.9 Long Busy
Extension/Agent has been busy for too long.
5.1.10 Long Wrap Up
Extension/Agent has been in wrap up for too long.
5.1.11 Long Unavailable
Extension/Agent has been unavailable to take calls for too long.
QPage 5-2 
						

							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 group.
6.2 Report Templates
Report templates are highly likely to be used in order to use data that is relevant to the type of
report required. The report template defines what items comprise the report and what is the con-
figuration of each item. The table below shows available parameters by product type.
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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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