Samsung Smart Center User Guide

STEPACTION
3Enter a new template name in the Report Template dialog box by
typing over the existing name. Notice the Change button becomes
an Add button when a new name is entered. Click on the Add but-
ton to register the new template name.
4The template name may not be the one you wish to be displayed on
the printed report, you may want a fuller title. Enter the report title
in the Print Name box.
5The report items default to those of the last selected report tem-
plate. You may choose to delete these...

How to Compile a New Report
Before you can create a new report you need to prepare a suitable report tem-
plate as described above.
STEP
ACTION
1To compile the report click on the New icon on the tool-
bar or from the menu bar select File followed by
New.
2Define the period over which you want to run the report. Enter the
shift which the report is monitoring and select the report template
you require (you may wish to use the template you just created)
3When all details have been entered, click OK and...

How to Export Data
SmartCentre (VAR) allows the export of reports in text format for use in a
spreadsheet such as Microsoft™ Excel.  To do this:
STEP
ACTION
1Click on the Export icon and save the file in a suitable folder.
2To import the file into Excel, select Open from the File menu,
choose files of type, to be text files.  Find the file you previous-
ly saved and click OK.
3Ensure that the data type is delimited, select comma as the delim-
iter, click finish.  The data should now appear on the...

The Configurator
The Configurator allows you to set up SmartCentre to match the way your
CALL CENTER is organized. The way that the lines, extensions, DIDs and
agents are grouped on your ACD is mirrored by SmartCentre so that infor-
mation displayed by SmartCentre relates directly to elements of your CALL
CENTER.
How to Configure Lines, DIDs, Extensions and Agents
STEPACTION
1Enter SmartCentre Configurator by clicking on the
Configurator icon on the toolbar or from the menu bar
select File followed by...

STEPACTION
5If you need to create more than one new object, multiple objects
can be created simultaneously by configuring new objects from the
options in the appropriate dialog box.
6If you are creating an object you can choose the position of the new
object in relation to the current objects by choosing an insertion
point of the new object. This is done by highlighting the point
above which the new object will be inserted.
NOTE: Creating or deleting objects will cause SmartCentre to reset. Any...

Wallboards can be extremely powerful management tools in a CALL CEN-
TER. The main function of wallboards is to provide performance statistics
in real time to the agents operating the CALL CENTER and thereby moti-
vate them to improve their performance if necessary.
Up to six wallboards may be driven from each SmartCentre supervisor posi-
tion. Each wallboard can be programmed individually to show different
parameters.
The information on each wallboard can be directed at individuals or groups.
Up to six...

How to Configure the Wallboard Port
Each SmartCentre workstation can drive up to six wallboards via one serial
port connection. To select the serial port you wish to use take the following
steps:
STEP
ACTION
1From the menu bar select Wallboard followed by Ports. In the
drop down list box that appears select the port you wish to use.
2Click the OK button.
The first stage in setting up the wallboard is to define a template. You can
create as many wallboard templates as you need to manage the wallboards....

6Click the Add Item button. Note that if you choose to add a mes-
sage to a template this should be the only item contained within the
template.
7In the dialog box that appears select the item type you require and
click the OK button.
8Now click the Edit Item button to edit the newly inserted item.
9Use the dialog boxes and check boxes to define the item.
10Press F1 to invoke the on-screen help facility which will explain in
more detail what each box means.
11Once you have finished configuring the...

SETACTION
4Clicking on the Add Template button presents you with a drop
down list box from which you can select one of the new templates
you have just created.
5Enter the duration you want to display the selected template on the
wallboard before flicking to the next template. Press OK
6Add and delete other templates as you require.
7When the schedule is complete, click on OK and then the Close
button.
8Now click on the Configure button from the Wallboard
Configuration window.
9Delete any schedules you do...

3Enter the length of time for which you want the message displayed.
4Select on which wallboard you want the message to appear and
whether you want the wallboard to beep on display.
5Click on Send Message button, and close.
6If you have chosen to display the message for an indefinite amount
of time, you will need to click the Clear Message button to remove
the message from the wallboard.
TIP:You can queue up messages for display on a wallboard or series of wall-
boards using the above procedure. In this...