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Toshiba STRATA CS Call Center Scoreboard Add-on1, User Manual

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Toshiba STRATA CS Call Center Scoreboard Add-on1 User Manual Download Page 32

Call Center Scoreboard

Call Center Statistics You Can Display

24

Stratagy CS Call Center Scoreboard User Guide    08/02

Call Center Statistics You Can Display

The following table describes all the statistics that you can display in the Call Center 
Scoreboard. 

Note

The statistics monitor a queue as a whole only. 

➤

To monitor agent performance, use the Agent Activity window as described in 

“Viewing Agent Status” on page 7

, and the Client’s Queue Monitor view as 

described in the Strata CS Call Center Administrator Guide.

The “Wallboard Code” column contains the acronyms that display in the Spectrum 
Ultra Link II software when you use it to send these statistics to a Spectrum wallboard. 
(See 

“Sending Statistics to Wallboard Display Unit” on page 32

.) The acronyms have 

no other use.

The “Scoreboard Only” column has a check for statistics that are available only in the 
Call Center Scoreboard, not in the Queue Monitor.

Note

You can choose whether a statistic displays totals for the current day, shift, or 
period. See 

“Defining a Statistics Window” on page 12

.

Statistic

Wallboard

Code

Description

Scoreboard 

Only

Active Queue Calls

AQC

Number of queue calls currently 
connected with an agent. (See also 
Calls Active Inbound and Calls 
Active Outbound, as well as Current 
Queue Calls.)

✕

Agents Available

AAV

Number of signed-in agents who are in 
a personal status that accepts queue 
calls, such as Available or Available 
(Queue Only).

Agents Signed In

ASI

Number of agents currently signed in to 
the queue. These agents will receive 
incoming queue calls if they are in the 
Ready state.

Summary of Contents for STRATA CS Call Center Scoreboard Add-on1

Page 1: ...Telecommunication Systems Division August 2002 Call Center Scoreboard Add on User Guide ...

Page 2: ...nges in equipment design or components as engineering or manufacturing methods may warrant SCS UG CCSBD VA 4016220 Version A August 2002 Copyright 2002 Toshiba America Information Systems Inc Telecommunication Systems Division All rights reserved No part of this manual covered by the copyrights hereon may be reproduced in any form or by any means graphic electronic or mechanical including recordin...

Page 3: ...Y OF NON INFRINGEMENT OF THIRD PARTY RIGHTS THE WARRANTY OF YEAR 2000 COMPLIANCE AND THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE THE ENTIRE RISK AS TO THE QUALITY AND PERFORMANCE OF THE SOFTWARE IS WITH YOU NEITHER TAIS NOR ITS SUPPLIERS WARRANT THAT THE FUNCTIONS CONTAINED IN THE SOFTWARE WILL MEET YOUR REQUIREMENTS OR THAT THE OPERATION OF THE SOFTWARE WILL BE ...

Page 4: ......

Page 5: ...ut 6 Viewing Agent Status 7 Interpreting Agent Activity Window 7 Agent Activity Window Options 10 Setting Agent Activity Window Alarms 11 Printing Agent Activity Window Data 11 Defining a Statistics Window 12 Inserting Separator Line 14 Inserting Text Message 15 Editing Window 15 Opening Saved Window 15 Saving All Windows 15 Printing Window Data 16 Deleting Window 16 Defining Alarm Profile 16 Usin...

Page 6: ...dow or Alarm Profile in More Than One Layout 22 Deleting Window From a Layout 22 Editing Layout 22 Sharing Layouts Windows and Alarm Profiles 23 Call Center Statistics You Can Display 24 Sending Statistics to Wallboard Display Unit 32 Connecting Wallboard 32 Sending Window Data to Wallboard 32 Changing Adaptive Wallboard Colors 35 Troubleshooting Wallboard Problems 36 Starting Call Center Scoreboa...

Page 7: ... items Important Calls attention to important instructions or information Arial Bold Represents telephone buttons Type Indicates entry of a string of text Denotes a procedure Denotes the step in a one step procedure Denotes a sequence of computer menu or screen selections For example Choose Start Programs Call Center Scoreboard Courier Shows a computer keyboard entry or screen display See Figure 1...

Page 8: ...ons on the CD ROM FYI or in print To find the most current version check the version date in the Publication Information on the back of the document s title page The following companion documentation is available Strata CS Quick Reference Guide Strata CS Quick Reference Card Strata CS Digital Telephone User Guide Strata CS Analog Telephone User Guide Strata CS Library CD ROM ...

Page 9: ...board can do the following Display 54 different call center statistics including 37 that are not found in the Strata CS Client such as Ring No Answers Longest Active Waiting Call and more For a complete list of available statistics see Call Center Statistics You Can Display on page 24 Show a real time view of all agent activity with alarm colors when an agent s time in a state exceeds configurable...

Page 10: ...device to make call center statistics publicly visible keeping your workers motivated and informed For example set a wallboard in view of your agents cubicles so they can see scrolling statistics such as the number of calls on hold and the total number of completed calls for the shift You can also broadcast text messages to the wallboard See Sending Statistics to Wallboard Display Unit on page 32 ...

Page 11: ...d User an observer agent check This agent is an observer with the required permissions Then have your users log in to the Call Center Scoreboard as the Scoreboard User Wallboard Requirements You can connect a physical wallboard display with the Call Center Scoreboard to publicly display statistics and messages For instructions see Sending Statistics to Wallboard Display Unit on page 32 The followi...

Page 12: ...data from which statistic window See Sending Statistics to Wallboard Display Unit on page 32 Spectrum Requirements Contact Spectrum for complete technical and purchasing information regarding Spectrum wallboards and Ultra Link software Web site www specorp com Email info specorp com Phone 800 392 5050 Using a Spectrum wallboard requires one of the following wallboard display software packages Spec...

Page 13: ...board it can take a long time to come up Subsequent startups will be faster 2 The first time you start the Call Center Scoreboard the Call Center Scoreboard License dialog box opens shown right Enter the serial number and verification key to activate your copy of the software and click OK 3 The Log On dialog box opens shown right 4 In the User Name and Password fields enter your Strata CS user nam...

Page 14: ... in the layout as you want and each window can display as many statistics as you want See Defining a Statistics Window on page 12 An alarm profile The alarm profile defines what alarms trigger on what statistics See Defining Alarm Profile on page 16 The example shown at right is a layout with two statistics windows and an alarm profile defined The presence of the alarm profile is indicated by the ...

Page 15: ...e File New Agent Activity multiple times to open multiple windows Interpreting Agent Activity Window The following sections describe the columns and icons that appear in the Agent Activity window Columns and Agent States The columns in the Agent Activity window correspond to the states that an agent can be in Table 1 Agent Activity Window Columns Column Agent Is Currently Display Notes Ready Ready...

Page 16: ...displays for agents who failed to answer one or more queue calls and were moved to the On Break personal status for example by the queue feature If an agent does not answer set to break status Agents who are On Break have the On Break personal status icon Other agents show their current hook state On Break In a non queue call Moved to On Break status after a Ring No Answer Unavailable Either signe...

Page 17: ...l Status Icons The following table defines each personal status icon The icons display in the Unavailable column Agents in the Available or Available Queue Only status are signed out Available Available Queue Only Available Non Queue On Break Do Not Disturb In a Meeting Out of the Office On Vacation Custom ...

Page 18: ...menu at the top of the window You can also select a specific queue to display only the agents in that queue Displaying Agents Time in State Click Show Times to have each agent s name display with the amount of time they have spent in their current state shown right Click it again to turn off the time display Interpreting Agent Activity Window Icons Click Legend to see a description of each icon in...

Page 19: ...rms the same way you set alarms for a statistics window see Defining Alarm Profile on page 16 Set alarms on the following statistics to change colors in the Agent Activity window Longest Active Ready Longest Active Talk Time Inbound Longest Active Talk Time Outbound Longest Active Wrapup Longest Active Unavailable Longest Active Standby Printing Agent Activity Window Data Choose File Print to prin...

Page 20: ...cling through them at a speed you define Enter the number of seconds a statistic should remain in the window in Cycle statistics every __ seconds Leave the field unchecked to have the window display all its statistics at once 5 Under Display in Window choose which call center statistics the window displays and in what order To select a statistic to display click Add The Add Item dialog box opens s...

Page 21: ...w display the Agents Available statistic twice once for the sales queue and once for the customer support queue you should add the queue name to the statistic name 10 In the Label and Value sections use the controls to define the color font and appearance of the statistic in the window Click to select the font of the name and value The Style and Border fields define the box around the value To dis...

Page 22: ... wallboard display unit in addition to displaying on screen See Sending Statistics to Wallboard Display Unit on page 32 Inserting Separator Line You can insert a separator line at any position in a window 1 If the Window dialog box is not already open open it by double clicking the window you want to edit or choosing View Window properties 2 Click Add The Add Item dialog box opens 3 Under Type cli...

Page 23: ...ssage 4 In the Text field enter the message you want to display 5 Use Font Text Color and Back Color controls to define the appearance of the message 6 Click OK Editing Window To edit a window double click it or choose View Window properties You can also double click the window anywhere other than on a statistic value Opening Saved Window To open a saved window choose File Open and select the wind...

Page 24: ... it when you saved the window Defining Alarm Profile The alarm profile is one of the most important parts of a layout With it you can set alarms to trigger when a statistic meets or exceeds a level that you define Alarms can take the form of a changed color in the window display a sound that plays over your computer speakers and even a voice message automatically sent to your mailbox You can also ...

Page 25: ... Profile 1 Choose View Alarm Profile You can also double click the alarm icon in the lower left corner of the Call Center Scoreboard window The Alarm Profile dialog box opens shown right 2 To add an alarm to the profile click Add The Add New Alarm dialog box opens shown right 3 Under Statistic click the statistic for which you want to set an alarm To view only the statistics that are currently dis...

Page 26: ...Check to have a sound play over your computer speakers when the alarm is triggered Click to select the WAV file of the sound to play See Using Custom Sounds As Alarms on page 17 for alternative sources for sound files Click Once to have the sound play once whenever the alarm value is met Click Repeatedly to have the alarm value play continuously as long as the alarm value is met or exceeded Note F...

Page 27: ...described in the previous section 2 In the Strata CS Client or Administrator configure the user who receives the voice messages to have e mail or pager notification sent when new voice messages are received For instructions see Strata CS Client User Guide Now whenever an alarm is triggered you are notified by e mail page or both Triggering Alarms When Statistics Fall Too Low By default Call Center...

Page 28: ...ut by choosing File Save Layout Deleting Alarm Profile From a Layout To remove an alarm profile from a layout without replacing it with another alarm profile do the following 1 Choose View Layout The Layout dialog box opens 2 Uncheck Alarm Profile 3 Click OK Designing and Saving a Layout Once you have created an arrangement of windows you like and an alarm profile to go with them you can save the ...

Page 29: ...ut then the next time you open the Call Center Scoreboard the blank screen appears and you have to open the window files individually Automatically Arranging Windows in a Layout The Call Center Scoreboard contains several commands for automatically arranging and aligning windows in the current layout All are found under the Window menu Hiding Status Bar in a Layout You can show or hide the status ...

Page 30: ... window Windows have the file extension WIN To add a pre existing alarm profile to a layout choose File Open and select the alarm profile Alarm profiles have the file extension ALM Deleting Window From a Layout To delete a window from a layout close the window by clicking the X in its upper right corner then save the layout Editing Layout 1 To edit the properties of the current layout choose View ...

Page 31: ...saved separately This makes it easy to build new layouts by combining existing elements and share elements between Call Center Scoreboards on different computers By default the files for Call Center Scoreboard elements are all stored in the Data Files subdirectory at C Program Files Strata CS Call Center Scoreboard Data Files The file extensions are as follows Layout files CCA Window files WIN Ala...

Page 32: ...ard See Sending Statistics to Wallboard Display Unit on page 32 The acronyms have no other use The Scoreboard Only column has a check for statistics that are available only in the Call Center Scoreboard not in the Queue Monitor Note You can choose whether a statistic displays totals for the current day shift or period See Defining a Statistics Window on page 12 Statistic Wallboard Code Description...

Page 33: ...Talk Time ATT Average length of time that callers have spent connected to an agent since the beginning of the day period or shift Average Wait Time Abandoned AWB Average length of time spent waiting for an agent by callers who hung up or chose a special key option to transfer or leave voice mail since the beginning of the day period or shift Average Wait Time All AWL Average length of time all cal...

Page 34: ...t have been connected with an agent since the beginning of the day period or shift Calls Completed PSC Number of completed calls in which a caller talked with an agent since the beginning of the day period or shift Completed calls are calls that ended by hanging up or transferring Calls On Hold CH Number of current calls that were placed on hold by an agent since the beginning of the day period or...

Page 35: ...n placed on hold by an agent not calls waiting in the queue see Longest Active Wait Time Calls already on hold when the Call Center Scoreboard was started are not counted Longest Active Offering LAO Longest amount of time an agent has been in the Offering state meaning a queue call has been ringing the agent s phone Longest Active No Answer LANA Longest amount of time an agent has been in the No A...

Page 36: ...amount of time that an agent has been unavailable to take queue calls Shows agent s name Longest Active Wait Time LACA The length of the call that is currently waiting the longest in the queue for an available agent Longest Active Wrapup LAW Longest amount of time that an agent has been in the wrap up period following the end of a queue call Shows agent s name Longest Call LC Length of the longest...

Page 37: ...m the queue and the number of calls since the beginning of the shift or day if no shift is defined Percent Active Calls Inbound PACI Percentage of active calls that are inbound calls Percent Active Calls Outbound PACO Percentage of active calls that are outbound calls Percent of Agents Available AA Percentage of agents who are ready to take queue calls compared to the total number agents in the qu...

Page 38: ...incoming calls to agents Ring No Answers RNA Number of times an agent in the queue has not answered a queue call sent to them Note this statistic is reset to 0 whenever you exit and restart the Call Center Scoreboard It is also reset to 0 at midnight along with other daily statistics Total Talk Time TTT Total amount of time that callers have spent connected with agent since the beginning of the da...

Page 39: ...CS Call Center Scoreboard User Guide 08 02 31 Voice Messages in Inbox All MI Number number of voice messages in the queue s Inbox Voice Messages in Inbox Unheard UMI Number of unheard voice messages in the queue s Inbox Statistic Wallboard Code Description Scoreboard Only ...

Page 40: ...oreboard involves the following steps 1 Connect the wallboard to the computer that s running the Call Center Scoreboard 2 Install any drivers or other software required by the wallboard 3 Test the wallboard using the wallboard s software If you encounter problems at this stage contact the wallboard vendor s technical support Note If you have trouble connecting an Adaptive Micro Systems wallboard t...

Page 41: ...y the network address of the LAN adapter You can enter either an IP address or a network name provided the computer can resolve it See your network or call center administrator for the address to enter Important Before changing any of the above fields for an Adaptive wallboard you must restart the Call Center Scoreboard Without a restart changes you make for example changing the address will have ...

Page 42: ... the window For example if the window shows the Ring No Answer stat for the Sales queue and the Calls Waiting stat for the Support queue the Ultra Link II software would make available both stats for both queues Total Window Values Must Be 80 Characters or Less The Ultra Link II software cannot read statistic values from a Call Center Scoreboard window in excess of 80 characters Therefore the diff...

Page 43: ...control the colors of statistics and alarms on the wallboard within a certain range Adaptive wallboards can display three colors red orange and green Each color can display as bright or dim To select statistic and alarm colors for an Adaptive wallboard do the following 1 Create an alarm profile as described in Defining Alarm Profile on page 16 2 Make sure the statistics window is sending its data ...

Page 44: ...n software Starting Call Center Scoreboard from Command Line Using command line arguments you can start the Call Center Scoreboard with a layout window or alarm profile already loaded For example you could have a shortcut on your desktop that starts the Call Center Scoreboard with the layout that monitors your Sales queue You could also put the shortcut in your computer s Startup folder so that it...

Page 45: ...counter problems make sure to turn logging on as described in the next section before contacting Toshiba technical support Reporting Problems to Toshiba To report technical problems with the Call Center Scoreboard to Toshiba use the following procedure to turn on problem report logging and run the Problem Report Wizard 1 Close the Strata CS Client if it is running This ensures that all data in the...

Page 46: ...Call Center Scoreboard Increasing Call Center Scoreboard Performance 38 Stratagy CS Call Center Scoreboard User Guide 08 02 ...

Page 47: ...erview 16 sharing between computers 23 alarms when statistics fall too low 19 ALPHA messaging software 4 C color changing on Adaptive wallboards 35 changing on alarms 18 specifying for statistics 13 command line arguments 36 cycling display option 12 D documentation iv E e mail notification of alarms 19 I icons in Agent Activity window viewing key to 10 installation 5 L layout designing 21 editing...

Page 48: ... 5 sharing elements between computers 23 signed out defined 8 sounds playing on alarms 18 using custom 17 starting 5 states of agents viewing 7 statistics window cycling display option 12 deleting 16 editing 15 printing 16 saving 13 sharing between computers 23 text messages in 15 Strata CS Server selecting 5 T text message displaying in a window 15 time in state viewing 10 U username entry 5 V ve...

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