Wallboard Setup; Introduction; Message Formats; Parameter Messages - Nortel Call Center Set Up And Operation Manual

110
Using Reporting for Call Center

Wallboard Setup

Introduction

If you have been allocated the rights to the Wallboard Setup option by your Administrator (see
the description of the Add User page on Page 45), you will be able to use this option to assign
wallboards to your assigned Skillsets, You will also be able to configure the wallboards with
features such as wallboard alarms and messages, schedules and summaries.
If you have not been awarded the rights to assign wallboards by your Administrator, the
Wallboard Setup option will be grayed out.
Nortel Networks Reporting for Call Center can drive both hardware and software IP-enabled
wallboards. The wallboards which are supported are the ipView Wallboards (hardware tri-color
wallboards) and the ipView SoftBoard (software based personal wallboard). They are updated
approximately every 3 seconds.

Message Formats

The information sent to the wallboards is in one of three different formats.

Parameter Messages

Parameter Messages are the 'regular' display message sent to the wallboard.
Parameter Messages show 6 statistical parameters, each of which is displayed alongside a two
letter mnemonic abbreviation. (If the wallboard is configured to have a title then the number of
parameters that can be displayed is dropped to 3.)
The parameters available for display on the wallboards are:
ID
IH
AD
AH
OD
OH
SD
SH
AO
AI
AA
AN
AL
QL
QT
Reporting for Call Center Setup and Operations Guide
Number of Incoming calls received in the current Day
Number of Incoming calls received in the current Hour
Number of Abandoned calls in the current Day
Number of Abandoned calls in the current Hour
Number of Outgoing calls made in the current Day
Number of Outgoing calls made in the current Hour
Grade of Service offered in the current Day (%)
Grade of Service offered in the current Hour (%)
Number of Agents on Outgoing calls
Number of Agents on Incoming calls
Number of Agents Available to receive calls
Number of Agents in the Not Ready state
Number of Agents Logged in
Current Queue Length - number of calls queuing for this Skillset
Current Queue Time for the longest waiting Call for this Skillset (secs.)
Issue 02 (15)