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 items and add some of your
own. To delete an item, select it and click the Delete Items button.
To add an item, click on the Add Item button and select an item
from the drop down list which appears.
6Notice when a new item is added to the Report Items list, it appears
on the line above the one that is highlighted. The Cut, Copy and
Paste Item buttons can be used to change the order of the report
items so they are printed in the order you require.
7Once the item has been selected to appear in the report you need to
edit it to ensure it is going to show you exactly what you want. To
edit a selected item, click on the Edit Item button and use the drop
down lists and check boxes to define the parameters of the report
item.
8Remember you can press F1 for on-screen help at any time.
9Once you are happy with your report items click OK and close the
Report Templates window. You are now ready to compile your
report.
TIP: If you have to create a number of Report Items which need to be iden-
tical except for the device name it is best to create the first one and edit it.
Next use the Copy Items and Paste Items buttons to create multiple copies
of the report item and then edit each one in turn to change the device name.
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							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 wait a few
moments for your report to be compiled.
On your newly compiled report notice the header contains information such
as the shift name, the start and stop time and date, the creation date, the site
name and the template name. Also shown is the number of pages in the
report which is very useful to know before you print a report.
The toolbar allows you to scroll through the pages and zoom into the details
of the report using the magnification buttons. You can print the whole
report or some selected pages.
On your report, notice the parameters which have exceeded your alarm
thresholds appear in red. If the printer is not color, these are printed in bold
type for clarity.
To view existing reports click on the Open Report icon on the tool-
bar in the Reporter.
You may notice there are two main types of report, Traffic Reports and Event
Reports. The traffic reports provide general information about a large pro-
portion of the CALL CENTER and are useful for spotting trends in work
and areas for improvement. The event reports give detailed information
about an individual or a group (of agents, lines, extensions or DIDs) and
provide a valuable investigative tool to pinpoint a problem.
For more information on SmartCentre reports, please refer to SmartCentre
Reports.
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							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 spreadsheet.
To aid your calculations it is important to know that the number in row 6
represents the total number of seconds over which the report was run.
SmartCentre also allows ODBC (Open Database Connectivity) export to
any ODBC compliant database. Full details are available in the help file
(F1).
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							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 SmartCentre Configurator.
2If the Configurator is password protected a dialog box will appear
and you will need to enter a password.
3Once in the Configurator there are a number of buttons which
allow you to edit objects from the following list:
 Lines 
 Line Groups
 Line Supergroups
 DIDs
 DID Groups
 DID Supergroups
 Extensions
 Extension Groups
 Extension Supergroups
 Agents
 Agent Groups
 Agent Supergroups
4If you choose to edit any of these objects, three buttons allow you
to create, delete or edit the properties of the object by following the
on-screen options.
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CONFIGURATION APPLICATION 
						

							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
cumulative real time data showing on the screen will be lost and the agents
will have to log off and back on again. Therefore, when first setting up
SmartCentre, it is a good idea to create spare objects of each type which can
then be edited and brought into use as and when required.
TIP:If you are naming objects remember that each object must have a
unique identity. For example, 305 592 2900 is acceptable but if there is more
than one line on this number the line should have a suffix, e.g. 305 592
2900/1. 
How to Define a Shift, Set Call Thresholds, and Password
STEPACTION
1To define a new shift, click the Shift button and type the new name
for the shift over the original highlighted shift name. Notice the
Add button replaces the Change button. Click the Add button.
2Enter the print name for the shift and define the period of the shift
using the time chart. Click OK and close the shift window.
3Call Thresholds are designed to ensure that only real calls are regis-
tered in SmartCentre database. Calls which are too short to be real
calls can be filtered by setting the Call Threshold values to a few sec-
onds. An example of a call which should be filtered is one where the
phone rings once and the caller hangs up.
4To set call thresholds click the Call Thresholds button. Enter values
you wish to establish for each type of call to be registered. Press the
OK button.
5To set the password for the Configurator, click the Password button,
enter the password and press OK.
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							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 parameters from a choice of over 250 can be displayed at once and
can be set to stay on a wallboard for a specified time before displaying the
next set of parameters. In addition to parameters, the supervisor can send
text messages to the wallboard, enabling easy distribution of important
information. Audible alarms are available to alert staff to alarmed parameters
and/or messages.
Wallboards are available as an option with SmartCentre VAR. This section
shows how to configure a wallboard and is intended to give you some idea
of the power and flexibility of wallboards. To appreciate this we suggest you
also look at the help-file, where there is an illustrated guide on managing
wallboards. 
How to Access the Wallboard Help Guide
STEPACTION
1Click on the help icon or from the menu bar select
Help followed by Contents and Index.
2Click on “Step by Step Instructions”, then Managing Wallboards
to view the illustrated guide.
However, if you do have a wallboard, the first thing you need to do is to con-
figure your port for a wallboard.
WALLBOARDS
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							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.
You can program each wallboard separately, even those driven by the same
SmartCentre workstation.
How to Create and Configure a New Wallboard Template
A wallboard template defines what should be displayed on a wallboard. This
includes defining the position and types of real time parameters to be dis-
played, along with the position and text of any associated labels. A template
can also define the contents of a scrolling message if required.
STEP
ACTION
1Click on the Wallboard Configuration icon from the
toolbar, or from the menu bar select Wallboard fol-
lowed by Configure.
2Click the Templates button to see a drop down list box with all pre-
viously prepared template names.
3To create a new template, enter the new template name in the
Template dialog box by typing over the existing name. This actual-
ly creates a copy of the existing (selected) template so it is helpful if
you first select the template which is most like the one you wish to
create.
4Click on the Add button. You are now ready to configure the wall-
board template to your requirements.
5Select an insertion point in the drop down list box above where you
want a new wallboard item added.
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							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 wallboard template click
the OK button to commit the changes to the template.
TIP:When adding parameters and labels to a wallboard template you have
to define the position and width of these items on the wallboard display. To
avoid this time-consuming process use the Automatic Parameter Layout but-
tons. Just click on the appropriate button for 1, 2 and 4 parameters.
Once a number of wallboard templates have been created and configured,
you need to arrange a schedule which defines the sequence of wallboard
templates that should be displayed on a wallboard. The schedule defines the
length of time each template is displayed before moving to the next one.
When the schedule has finished displaying the last template in the sequence
the schedule starts at the first template again.
How to Create a Schedule to Configure a Wallboard
You can create as many wallboard schedules as you need to manage the wall-
boards connected to SmartCentre workstation. You configure a wallboard by
attaching a series of wallboard schedules each associated with a different
shift.
STEP
ACTION
1From the Wallboard Configuration window click on the Schedule
button.
2To create a new schedule enter the new name in the Schedule dia-
log box. As usual, this creates a copy of the last selected schedule for
you to change.
3Press the Add button.
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							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 not require and click on the Add
Schedule button to select the ones you want to add.
10Select the shift during which you wish to run the schedule. Press the
OK button. (Each wallboard schedule is only active during the shift
that is associated with it.)
11Select whether or not you wish an alarm to sound when one of the
alarm thresholds is reached.
12Remember to press F1 for help whenever you need it.
13Press OK when completed and close the wallboard configuration.
At this point the wallboard will be advancing through the schedule
of templates.
How to Send a Temporary Message to a Wallboard
SmartCentre provides a facility for sending temporary messages to the wall-
boards. This facility acts as an override to the normal operation of the wall-
boards. You can control the amount of time the temporary messages stay on
the wallboards before they resume their normal operation.
STEP
ACTION
1Click the Wallboard Messages icon on the toolbar, or
from the menu bar select Wallboards followed by
Messages.
2 A dialog box will appear for you to type in your message or select an
existing message.
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							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 case you should click the Clear All
Messages if you need to remove all the messages queued up on the wall-
board(s).
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