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Introduction 13

Standalone Application

Definity/MultiVantage/

Avaya CM

Definity/MultiVantage/

Avaya CM

Definity/MultiVantage/

Avaya CM

Wallboard

Interaction Data

Server

Wallboard.ini

(for example)

Note:

The version of Agent must be Active Telephony 5.0, Contact Center Express

2.0 or later.

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Summary of Contents for Wallboard

Page 1: ...User Guide Wallboard Release 2 0 Issue 0 ...

Page 2: ...or any charges that result from such unauthorized use Avaya Fraud Intervention If you suspect that you are being victimized by toll fraud and you need technical support or assistance call the Technical Service Center Toll Fraud Intervention Hot line at 1 800 643 2353 Trademarks Avaya Computer Telephony is a registered trademark of Avaya Inc Avaya CallMaster is a registered trademark of Avaya Inc D...

Page 3: ...ode or for any other reason To the extent that the client software is located in a Member State of the European Community and you need information about the client software in order to achieve interoperability of an independently created software program with the client software you shall first request such information from Avaya Unless Avaya refuses to make such information available you shall no...

Page 4: ...f use of the client software loss of data costs of recreating lost data the cost of any substitute equipment or program or claims by any party other than you Some states or countries do not allow the exclusion or limitation of incidental or consequential damages so the above limitation or exclusion may not apply to you General Conditions Governing Law This agreement shall be governed by and interp...

Page 5: ... 12 Chapter 3 Installation 14 Install Application 15 Chapter 4 Administration 16 Configuration Overview 17 Configurable Parameters 18 Configure Wallboard via Setup Screen 22 Wallboard Properties 25 Thresholds 27 Displayed Devices 32 Configure Wallboard via Configuration Server 48 Chapter 5 Operation 51 Start Wallboard 52 Send Message 54 Close Wallboard 55 Glossary of Terms 56 Index 59 ...

Page 6: ...6 C H A P T E R 1 Preface This chapter provides information that will help you use this document In This Chapter Document Conventions 7 Related Documents 7 ...

Page 7: ... the Ctrl S hot key combination saves your document Italicized text Reference documents Click and double click The action of pressing the left or right mouse button once or twice Always click the left button unless the right button is specified Related Documents For information on the Interaction Data Server refer to the following documentation on the Avaya Contact Center Express CD Interaction Da...

Page 8: ...8 C H A P T E R 2 Introduction In This Chapter What is Wallboard 9 How does Wallboard Work 12 ...

Page 9: ...sed statistics for agents VDNs and split skills allows you to analyse work trends throughout the day while the gathering of shift based statistics allows you to view accumulated results Intervals and shifts are configured in the Interaction Data Server Wallboard can be used as an Agent extension or a standalone application Agent Extension Standalone Application VDN information includes VDN names a...

Page 10: ...spends in Auxiliary mode in seconds The agent s pending work mode The agent s pending reason code The last reason code the agent used The skill or split group the agent is logged into Thresholds Most of the time Wallboard will appear color of text and background and behave how the text moves as you configure it in the default properties see Wallboard Properties on page 25 If however you have a few...

Page 11: ...w background and black scrolling text In addition the device type and number VDN 8391 and any introduction text Alerting precedes the string of information for that device Agent Tracey Average Talk Time 54 Alerting VDN 8391 VDN Help Desk Service Levels 7 Weighting If Wallboard receives statistics from the Interaction Data Server that trigger more than one alert Wallboard chooses which one to bring...

Page 12: ... Server and instructs it to feed back the statistical data at the interval specified in Wallboard s configuration If Wallboard is working as a standalone application the configuration data is sourced from Wallboard s configuration file If it is working as an Agent extension the data is sourced from the Agent s configuration file Agent Extension Definity MultiVantage Avaya CM Definity MultiVantage ...

Page 13: ...efinity MultiVantage Avaya CM Definity MultiVantage Avaya CM Definity MultiVantage Avaya CM Wallboard Interaction Data Server Wallboard ini for example Note The version of Agent must be Active Telephony 5 0 Contact Center Express 2 0 or later ...

Page 14: ...14 C H A P T E R 3 Installation In This Chapter Install Application 15 ...

Page 15: ...on to dictate where configuration information is retrieved how you can change the configuration source from the local ini file to the Configuration Server if an application has already been installed how to automatically silently install an application following a set of pre defined selection options The Contact Center Express Installation Guide is on the Contact Center Express CD Overview and Mis...

Page 16: ...16 C H A P T E R 4 Administration In This Chapter Configuration Overview 17 Configurable Parameters 18 Configure Wallboard via Setup Screen 22 Configure Wallboard via Configuration Server 48 ...

Page 17: ...r configurations Running the AS Wallboard Agent Extension Remove sql script will delete Wallboard parameters from the Agent configuration To configure Wallboard using the Setup administration screen the AdministratorEnabled parameter must be set to True in the configuration ini file By default if the configuration file is not found Wallboard warns the user and creates a new Wallboard ini with defa...

Page 18: ...ion after it is adjusted within the application wbTop The distance in pixels of Wallboard from the top of the screen at startup The distance is automatically saved in the configuration after it is adjusted within the application BackgroundColor The default background color of Wallboard AlertOnMessage If set to True the user can specify how they want broadcasted messages to display UpdateTime How o...

Page 19: ...it is adjusted within the application SetupWidth The width in pixels of the Setup administration screen The width is automatically saved in the configuration after it is adjusted within the application Help File The name of the Help file English Wallboard Help chm HTML Help or English Wallboard Help hlp Win Help Display Info Alerting Device A value that determines whether text introduction text an...

Page 20: ...ue that determines when the device displays on Wallboard 0 Always displays 1 Displays only if it is being monitored by the Interaction Data Server 2 Does not display The default value is 0 VDNList The VDNList section of the configuration ini file is automatically created when you configure Wallboard via the Setup administration screen For each parameter you select using the Setup screen there are ...

Page 21: ...text moves constantly and then reverses direction Threshold x The Threshold x section of the configuration ini file is automatically created when you configure Wallboard via the Setup administration screen Level The number that will trigger the alert Weight The number assigned to an alert to represent its relative importance to all the other alerts used by Wallboard Back Color The color the alert ...

Page 22: ...r and select Programs Avaya Contact Center Express Desktop Wallboard Wallboard from the pop up menu b Right click on the blank marquee that displays and select Settings from the popup menu 2 If you are using Wallboard as an Agent extension a Open Agent Administrator and select the Miscellaneous tab b If there is a tick in the check box beside Disable all Agent extensions remove the tick c Click th...

Page 23: ... an option b Type the number of seconds you want the error to display for in the Display message for sec text box 5 If you want to change the way errors display a Tick the check box beside Change settings on error b Click the Text Color button and choose a color from the Color dialog box that appears c Click the drop down arrow beside Style and select how you want the text to behave Still Scrollin...

Page 24: ...e the device that is alerting tick the check box beside Display information about alerting device and type the text in the Introduction text field 7 Expand the tree view structure to display the agents splits skills and VDNs that are set up on the switch associated with the server ...

Page 25: ... text moves then stops Blinking the text blinks on and off Bouncing the text moves and then changes direction 3 Click the drop down arrow beside Direction and select the direction you want the text to move in 4 Type the distance in pixels the text jumps as it scrolls in the Scroll amount text box Note The lower the value the smoother the movement 5 Type how often in seconds you want Interaction Da...

Page 26: ...Receiving Messages 11 If you want broadcasted messages to change the way text displays on your marquee tick the check box beside Change settings on receiving message 12 Click the Text Color button and choose what color the text will turn 13 Click the drop down arrow beside Style and select how you want the message text to behave 14 Type the length of time in seconds that you want each message to d...

Page 27: ...e text box Note You may like to give the threshold the same name as the parameter you intend to assign it to Or if you intend to assign it to several different parameters you may like to use a more generic name 3 Click the Add button or press the Enter key The threshold automatically appears under the Thresholds node Add Alerts 4 To add an alert right click the threshold bar and select Add Alert f...

Page 28: ...A threshold can have a minimum of two alerts In this example a third alert is added Alert 0 represents any number below 3 Alert 1 represents numbers 3 and above but below 7 Alert 2 represents numbers 7 and above Define Alert Behavior 7 To specify the color you want the alert text to turn when the alert level is met a Right click the alert and select Change Text Color from the pop up menu ...

Page 29: ...r slide to select the shade of your chosen color c Click the Add to Custom Colors button d Click OK 10 To specify the color you want the alert background to turn when the alert level is met a Right click the alert and select Change Background Color from the pop up menu b Repeat the steps you used to select text color 11 To specify the way you want the text in the alert to behave when the alert lev...

Page 30: ...roperties node right click the alert and select Restore Defaults from the pop up menu Set Alert Weighting Statistics can alert for only one device VDN or split skill at any given time If Wallboard receives an event a package of information from the Interaction Data Server and it contains statistics that would trigger more than one alert Wallboard must choose which one to bring to your attention Th...

Page 31: ...ata Server appears before the device the threshold has been assigned to Because Wallboard uses the alert with the highest weight it is important that weights are set by someone who has an overview of all thresholds and the level of importance of all used parameters There is no limit on the weight number range you can use but increasing the numbers in larger increments gives you flexibility if you ...

Page 32: ... certain devices drag and drop the device icons into the new switch folder Alternatively you can right click the switch select the device type you want to add and fill in the details in the dialog box that appears For example Note If you want all devices belonging to one device type eg VDNs to display the same statistical parameters drag only one device into the switch folder After configuring its...

Page 33: ...Administration 33 Agents 3 To configure the information that will display for a particular agent click the agent s device ...

Page 34: ...pends in After Call Work mode in seconds Average ACW time formula Total length of time the agent has spent in After Call Work mode for the interval Total number of calls the agent has completed for the interval calls answered and then released Average AUX time The average length of time the agent spends in Auxiliary mode in seconds Average AUX time formula Total length of time the agent has spent ...

Page 35: ...on number The agent s station number Switch number The ID number of the switch the agent is set up in Talk state The agent s talk state whether they are idle or on a call Agent talk state enumeration atOnCall 0 atIdle 1 Work mode The agent s current work mode Agent work mode enumeration wmNone 1 wmAUX 1 wmACW 2 wmAutoIn 3 wmManualIn 4 Definitions for shift related parameters Shift average ACW time...

Page 36: ...l length of time the agent has spent in Available mode for the shift Total number of calls the agent has completed for the shift calls answered and then released Shift average talk time The average length of time agents in a given shift spend on a call in seconds Shift total calls The total number of calls taken by agents in a given shift 5 Type the text to preface the selected parameters in the w...

Page 37: ...1 2 3 etc Wallboard will also automatically remove any duplicate numbers 7 To control under what conditions you want the device to display click a radio button beside one of the options 8 If you want all other agents in the device list to adopt the same parameter structure tick the check box beside Set as default Note If you leave this blank you need to set up each agent using the above procedure ...

Page 38: ...Administration 38 Splits skills 9 To configure the information that will display for a particular split skill click the device ...

Page 39: ...ke calls Logged in agents The total number of agents available and unavailable logged into the skill or split Average abandon time The average length of time callers to this skill or split are waiting before abandoning their calls in seconds Average abandon time formula Total length of time callers to this skill or split waited before abandoning their calls for the interval Total number of abandon...

Page 40: ...oned calls formula Total length of time callers to this skill or split waited before abandoning their calls for the shift Total number of abandoned calls made to this skill or split during the shift Shift average talk time The average length of time agents logged into the skill or split during a given shift are talking to callers in seconds Shift average talk time formula Total length of time agen...

Page 41: ...ding 12 If desired change the numbers beside selected parameters to determine their order of appearance Note If you try to number your parameters in increments other than one eg 5 10 15 etc Wallboard will automatically re number them while retaining the order in increments of one ie 1 2 3 etc Wallboard will also automatically remove any duplicate numbers ...

Page 42: ...a threshold Wallboard uses the default display behavior specified in Wallboard Properties 14 To control under what conditions you want the device to display click a radio button beside one of the options 15 If you want all other splits skills in the device list to adopt the same parameter structure tick the check box beside Set as default Note If you leave this blank you need to set up each split ...

Page 43: ...Administration 43 VDNs ...

Page 44: ...age abandon time formula Total length of time callers to this VDN waited before abandoning their calls for the interval Total number of abandoned calls made to this VDN during the interval Average talk time The average length of time agents are talking to callers to this VDN in seconds Average talk time formula Total length of time agents logged into this VDN spent on active calls for the interval...

Page 45: ...r of abandoned calls made to this VDN during the shift Shift average talk time The average length of time agents logged into the VDN during a given shift are talking to callers in seconds Shift average talk time formula Total length of time agents logged into this VDN spent on active calls for the shift Total number of calls made to this VDN during the shift calls answered and then released Shift ...

Page 46: ...sign a threshold to a couple of very important parameters so they alert when their values fall within certain ranges click the drop down arrow and assign a threshold Note If you do not select a threshold Wallboard uses the default display behavior specified in Wallboard Properties 19 If desired change the numbers beside selected parameters to determine their order of appearance ...

Page 47: ... 1 2 3 etc Wallboard will also automatically remove any duplicate numbers 20 To control under what conditions you want the device to display click a radio button beside one of the options 21 If you want all other VDNs in the device list to adopt the same parameter structure tick the check box beside Set as default Note If you leave this blank you need to set up each VDN using the above procedure ...

Page 48: ...ct Import Application from the pop up menu The Import Application dialog box appears 3 Click the Browse button and locate the file named AS Wallboard Agent Extension Add sql from the Contact Center Express directory probably C Program Files Avaya Contact Center Express Server Configuration Server SQL Script 4 Click the OK button Wallboard s configuration properties are immediately added to the sam...

Page 49: ...ts of related properties Read only Key Application properties Read only Value Property values Description Property descriptions Read only 7 Enter configuration data that is common to all users in the Value column For detailed property information refer to Configurable Parameters on page 18 Note There are three types of editable cell text boxes drop down list boxes and buttons that display dialog b...

Page 50: ...uration data 1 Double click a user s name The Edit Configuration dialog box appears 2 Scroll to the bottom of the template and add user specific data to the Wallboard section 3 If necessary edit the default data copied from the template 4 To save all your changes click the OK button Note If you ever want to remove Wallboard s configuration from Agent s template open Configuration Manager and impor...

Page 51: ...51 C H A P T E R 5 Operation In This Chapter Start Wallboard 52 Send Message 54 Close Wallboard 55 ...

Page 52: ...nter Express Desktop Wallboard Wallboard from the pop up menu An icon for Wallboard appears on the right hand side of the Windows taskbar Moving To move Wallboard click anywhere on the panel and drag it to another position Note Moving the panel this way is an alternative to changing the wbLeft and wbRight parameters in Wallboard s configuration Resizing To resize Wallboard while it is working onsc...

Page 53: ...el and select Minimize from the popup menu To show Wallboard again right click the icon on the Windows taskbar and select Restore from the popup menu Accessing On line Help To access Wallboard s on line help press the F1 key or right click the Wallboard panel or icon and select Help from the popup menu ...

Page 54: ...board the send message feature must be enabled within the Wallboard configuration 1 Right click anywhere on the panel and select Send Message from the pop up menu The Send Message dialog box appears 2 Type the message you want to broadcast 3 Click the Send button ...

Page 55: ...Operation 55 Close Wallboard To close Wallboard right click the wallboard and select Exit from the popup menu Note If Wallboard is being used as an Agent extension Agent will also close ...

Page 56: ...uto In Alert A range of numbers with their own defined way of looking and behaving If statistics on the Wallboard marquee fall within the range they adopt the look and behavior of that alert Alert level A number which if met triggers the look and behavior of that alert Auto In AI An ACD log in mode that automatically places an agent in Available mode immediately after disconnecting from a call AUX...

Page 57: ... to an agent for example Customer Services Sales or Accounts Skills are assigned through an agent s login ID code in the Definity MultiVantage Avaya CM server Agents can be assigned up to 20 skills and each skill is given a skill level between 1 and 16 Calls to a specific skill are routed to the agent with the highest skill level Split A group of agents with knowledge of a certain service eg Custo...

Page 58: ...Glossary of Terms 58 W Weight The number assigned to an alert to represent its relative importance to all the other alerts used by Wallboard Work mode See Agent Mode ...

Page 59: ...tup Screen 22 D Definity ECS 56 Displayed Devices 32 Document Conventions 7 H How does Wallboard Work 12 I Install Application 15 Installation 14 Interaction Data Server 57 Interval 57 Introduction 8 M Manual In MI 57 MI Manual In 57 Mode 57 MultiVantage 57 O Operation 51 P PBX 57 Preface 6 R Reason codes 57 Related Documents 7 S Send Message 54 Service level 57 Shift 57 Skill 57 Software License ...

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