Samsung Smart Center User Guide
SmartCentre
User Guide
May 2001
Samsung Telecommunications America reserves the right without prior
notice to revise information in this guide for any reason. Samsung
Telecommunications America also reserves the right without prior notice to
make changes in design or components of equipment as engineering and
manufacturing may warrant. Samsung Telecommunications America disclaims all liabilities for damages arising from the erroneous interpretation or
use of information presented in this guide.
Produced and distributed under license from Sension Limited, UK.
Copyright 2000 Sension Limited, UK. Licensed material. Unauthorized
use, duplication or distribution strictly prohibited.
Table of Contents
Introduction 1
Getting Started ...........................................................................2
Real Time Management 4
How to Edit a Real Time Window ....................................................5
How to Create a Composite Real Time Screen ...................................5
Historical Reporting Package 7
The Reporter ...............................................................................7
How to Create a Report Template ....................................................7
How to Compile a New Report ........................................................9
How to Export Data ....................................................................10
Configuration Application 11
The Configurator ........................................................................11
How to Configure Lines, DIDs, Extensions and Agents .......................11
How to Define a Shift, Set Call Thresholds, and Password ..................12
Wallboards 13
How to Access the Wallboard Help Guide ........................................13
How to Configure the Wallboard Port .............................................14
How to Create and Configure a New Wallboard Template ....................15
How to Create a Schedule to Configure a Wallboard ..........................15
How to Send a Temporary Message to a Wallboard ............................16
Glossary 18
Welcome to SmartCentre, a CALL CENTER Management tool which provides real time status information, cumulative performance statistics and a
range of historical reports to help you manage the people in the CALL
CENTER and the level of service you provide to your customers. The system uses the Windows Graphical User Interface (GUI) giving it a look and
feel which is consistent with other Windows products you may use.
SmartCentre is comprised of three main applications combined to provide
a management product that is both flexible and easy to use. In addition,
external devices such as wallboards can be driven by SmartCentre. The main
components are:
• Real Time Management Information System.
• Historical Reporting Package - Reporter.
• Configuration Interface - Configurator.
• Wallboards.
A full context sensitive help file is an integral part of the system and covers
all areas of use and can be accessed by clicking on the Help icon on the toolbar, selecting "Help" from the menu bar or pressing the F1 key at any time.
This User Guide is recommended for use in conjunction with the General
Description, which documents exactly which features apply to your product.
1
INTRODUCTION
Getting Started
Set the Windows taskbar to be permanently visible so the SmartCentre
Alarm icon can be seen.
Once SmartCentre has been installed, start the program by following these
instructions:
• Select Start, Programs Menu and select the “SmartCentre MIS {US}”
program.
• Select “SmartCentre MIS” to run the real time management program.
• If the system has not been programmed with security groups and passwords, click OK.
SmartCentre will start to display details of calls in the CALL CENTER as
soon as it is started up.
2
NOTE: If the PC has been switched off prior to running SmartCentre, the
current status of the Agents in the CALL CENTER may be incorrect. It is
advisable to Log Off then Log back On This will ensure the correct status of
the Agents is reported for the rest of the day. Real time statistics for the day
will also be reset to '0' if the PC has been reset.
3
SmartCentre provides real time information, which can be viewed in a
Windows environment on a PC monitor and displayed on wallboards.
SmartCentre is delivered with a collection of predefined real time screen
templates to give you a feel for the type of screens, which can be created. In
a typical CALL CENTER environment a number of real time screens would
be combined to provide a composite view of important parameters to monitor.
There are four types of real time windows available to select from. Each window type has many options which can be combined and saved as a template.
These types are as follows:
• Status display - lines, extensions and agents can be monitored.
• Statistics displays - lines, DIDs, extensions agents and their corresponding groups can be displayed.
• Calls in Queue Graph - five options are available.
• Wait Time Graph - five options are available.
4
REAL TIME MANAGEMENT
Color-coding is used to highlight the current state of a device.
• Green - device is free (agent available, line free, etc.)
• Blue - device is busy (agent on a call, in wrap-up, etc.)
• Yellow - device is ringing
• Red - device alarmed (waiting time threshold exceeded, etc.)
• Gray - device logged off.
How to Edit a Real Time Window
Each real time window has properties that can be viewed and changed by
using a mouse.
STEP
ACTION
1 Select the window to be edited by clicking anywhere within the
window with the left mouse button.
2 View the window properties by clicking the right mouse button. A
dialog box will appear with the current settings for the selected window.
3 Edit the properties using drop down list boxes, radio buttons and
check boxes as appropriate. Click OK to view the updated window.
TIP: If you are creating multiple windows of the same type or size, edit them
and size them first before creating a new one. Using this method, only the
device, device name and parameter will need to be changed. (When a new
window is created it defaults to the same properties and size of the last selected window.)
How to Create a Composite Real Time Screen
The easiest way to create a composite screen is to start with one of the default
templates within the system, copy it and change the copy by adding new
windows to match your requirements.
STEP
ACTION
1 Start by selecting the template you wish to copy from the drop
down list box on the toolbar.
5
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