Home > Samsung > Communications System > Samsung Smart Center General Description Manual

Samsung Smart Center General Description Manual

    Download as PDF Print this page Share this page

    Have a look at the manual Samsung Smart Center General Description Manual online for free. It’s possible to download the document as PDF or print. UserManuals.tech offer 1705 Samsung manuals and user’s guides for free. Share the user manual or guide on Facebook, Twitter or Google+.

    							6.5 Auto-Report Scheduling
    The Report scheduler, allows simple or more advanced reports to be run automatically.
    1 Hourly - Reports will be run hourly at the specified minutes past the hour.
    2 Daily - Reports will be run daily at the specified time.
    3 Weekly - Reports will be run weekly on the specified day, at the specified time.
    For more advanced auto report scheduling, there are three selections available:
    1 Interval reporting - Reports are generated at the end of every specified interval, i.e. every four
    hours, or every three days.
    2 Commencement date - Allows the user to specify the initial date and time at which the auto
    report schedule will be first active.
    3 Reporting Period - the reporting period is configurable. For example a report can be generat-
    ed weekly, on Sunday for the period from the previous Sunday to Friday 5 pm.
    QPage 6-4 
    						
    							Forecasting 
    7.1 Overview
    The forecasting package is designed to allow the user to perform “what if ” scenarios on their his-
    torical data. This is achieved as follows:
    Over a period the following parameters are calculated:
    1) The total number of incoming calls.
    2) The average incoming call time (including held time, but excluding wrap-up time) on the line
    side of the call.
    3) The average waiting time of an incoming answered call on the line side.
    4) The number of available agents.
    5) The average wrap-up time per incoming call.
    6) The average amount of time each agent spent unavailable excluding wrap-up time.
    You then may specify a series of modifications to be performed on the above parameters.
    7.1.1 Forecasting Limitations
    Because a standard calculation is used in the forecasting, it does not take into account site-specif-
    ic factors that can influence the results. To enable meaningful results to be reported, a correction
    factor is calculated. This correction factor depends upon the response time of agents to a ringing
    call, the number of agents available, the call distribution pattern, the routing of calls through the
    switch to name a few. It follows that a correction factor calculated for a Monday between 09:00
    and 10:00 might not be the same as the correction factor required for the following Monday at
    the same time.
    Because an agent does not spend 100% of the report time logged on and available, the average
    number of available agents in a group is usually less than the actual number of agents in that
    group. To make the report figures more meaningful, the number of agents reported always relates
    to the actual number of agents in the group, taking into account their availability.
    This means, for example, if a modification of calls +25% is applied to a set of calculated parame-
    ters, the result is what could have reasonably been expected, had the number of calls at that time
    been 25% higher than they actually were. If on the following Monday the number of calls was
    indeed 25% higher than the previous Monday then, in reality, the actual figures will probably be
    different from the ones calculated due to the unpredictable nature of call distribution patterns, etc.
    In conclusion, the results produced by the forecasting package are calculated from a set of rules
    that may not apply perfectly to every site. Even though every effort has been made correct these
    figures on a site-by-site basis, the results should be used for indication purposes only.
    QPage 7-1
    7 
    						
    							7.1.2 Forecasting Report
    A forecasting report calculates the actual number of calls, average call time, average wait time and
    number of available agents over a specified time period using specified line and agent groups. It
    then provides an estimate of how one of these parameters would vary depending on specific mod-
    ifications made to the other three. The specified modifications can be applied individually - result-
    ing in a series of estimates, or they can be applied collectively - resulting in a single estimate.
    The report is presented in a modification per row format. Pagination of the report will occur if
    there are too many modifications to fit in the height of a page.
    7.1.3 Forecasting Profile Report
    A forecasting report calculates the actual number of calls, average call time, average wait time and
    number of available agents over a series of uniform time bands using specified line and agent
    groups. It then provides an estimate of how one of these parameters would vary depending on spe-
    cific modifications made to the other three. The specified modifications can be applied individu-
    ally - resulting in a series of estimates per time band, or they can be applied collectively - resulting
    in a single estimate per time band. The interval time controlling the time bands can be anything
    from 1 minute up to 999 weeks.
    The report is presented in a time band per column format. Pagination of the report will occur if
    either there are too many time bands to fit in the width of a page or there are too many modifi-
    cations to fit in the height of a page.
    QPage 7-2 
    						
    							External Wallboards (Reader Boards)
    8.1 Managing Wallboards
    Each SmartCentre workstation can drive up to six wallboards simultaneously, each one displaying
    different real time data. The main function of wallboards is to provide motivation to agents with-
    in the call center by displaying performance statistics in real time. 
    Wallboard drivers supplied are compatible with the Shorekarn Messagemaker and a range of
    Spectrum Inc. wallboards, including:
     Shorekarn Messagemaker 2x16
     Spectrum 215C 1x15
     Spectrum 320C 1x20
     Spectrum 4120C 2x20 
    The wallboards currently support two text sizes:
    8.1.1 Small
    In this mode a wallboard can display one or two rows of characters depending on the wallboard
    type. This mode is typically used to display a lot of real time performance information on one wall-
    board. Up to six parameters can reasonably be displayed.
    8.1.2 Large
    In this mode a wallboard can display one row of characters. This mode is typically used to display
    scrolling messages across the wallboard.
    8.1.3 Wallboard Templates
    A wallboard template defines what an individual display on a wallboard should look like.
    Contained within the definition of a wallboard template is the position and types of real time
    parameters that are to be displayed along with the position and text of any associated labels. A tem-
    plate can also define the contents of a scrolling message if required.
    You can create as many wallboard templates as you need to manage the wallboards connected to
    the SmartCentre workstation. 
    QPage 8-1
    8 
    						
    							8.1.4 Wallboard Schedules
    A wallboard schedule defines a sequence of wallboard templates that should be displayed on a wall-
    board. Contained within the definition of a wallboard schedule is the amount of time to display
    each template before moving to the next template in the sequence. When the schedule has finished
    displaying the last template in the sequence it starts at the first template again.
    You can create as many wallboard schedules as you need to manage the wallboards connected to
    the SmartCentre workstation. See the following topics for more information.
    8.2 Configuring a wallboard
    Wallboards are configured by attaching a series of ‘wallboard schedules’, each associated with a dif-
    ferent shift. Each wallboard schedule is only active during the shift that is associated with it. An
    audible noise can be programmed whenever a displayed parameter goes into the alarm state.
    8.2.1 Configuring Shifts
    Shifts are used both in SmartCentre and SmartCentre Reporter to control the calculation of real
    time daily call statistics, wallboard display management and historical report generation.
    Their most powerful function is in the generation of historical reports where only calls that were
    completed inside the shift times are used to collate call statistics data.
    You can create as many shifts as you require for management purposes. An example of a shift for
    a typical working may be 08:30 to 17:30 Monday to Friday, office closed Saturday and Sunday.
    The converse of the above shift would be the out of hours shift defined as 00:00 to 08:30 followed
    by 17:30 to 24:00 Monday to Friday, 00:00 to 24:00 Saturday and Sunday.
    It is also possible to define shift times such as 18:00 to 32:00 which would be interpreted as a shift
    starting in the evening at 18:00 and ending next morning at 06:00.
    8.2.2 Wallboard Messages
    SmartCentre provides a facility for sending temporary messages to the wallboards. This facility acts
    as an override to the normal operation of the wallboards. The duration the temporary message is
    displayed can be set before normal operation resumes.
    8.2.3 Using hot keys to control the wallboards
    The hot key CTRL+n can be used to control the display of a wallboard where n is the number (1
    to 6) of the wallboard to be controlled. The effect of CTRL+n is as follows:
    If a temporary message is on the wallboard the message will be cleared.
    If the wallboard is displaying multiple templates within a schedule then the next template in the
    schedule will be brought into view.
    The hot key CTRL+0 has the affect of issuing the above described hot key control to all the wall-
    boards simultaneously.
    QPage 8-2 
    						
    							SmartCentre Configurator
    The purpose of SmartCentre Configurator is to allow the configuration of those components that
    are common to both the SmartCentre and SmartCentre Reporter. In the case of networked con-
    figurations it is possible to setup one configuration file which covers the whole site.
    The items SmartCentre Configurator deals with are the creation and configuration of lines, DID
    numbers, extensions, agents and their associated groups and super groups.
    Within the configuration of the above devices and device groups, alarm thresholds can be speci-
    fied that control when real time alarms are triggered. Configuration of statistics analysis thresholds
    can be set that control how the real time call statistics are calculated and how the historical reporter
    calculates and presents its data.
    In addition to this, SmartCentre Configuration deals with some miscellaneous issues.
     The configuration of shifts used for real time and historical management.
     The configuration of the valid call thresholds that define what is a valid incoming, outgoing
    call, etc. across the whole system.
    9
    QPage 9-1 
    						
    All Samsung manuals Comments (0)

    Related Manuals for Samsung Smart Center General Description Manual