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Toshiba STRATA CS Commutation Server User Manual

Call center scoreboard add-on
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Telecommunication Systems Division
Call Center Scoreboard Add-on
User Guide
August 2002

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  Summary of Contents for Toshiba STRATA CS Commutation Server

  • Page 1 Telecommunication Systems Division Call Center Scoreboard Add-on User Guide August 2002...
  • Page 2 Strata is a registered trademark of Toshiba Corporation. components as engineering or manufacturing methods may warrant. Trademarks, registered trademarks, and service marks are the SCS-UG-CCSBD-VA property of their respective owners.
  • Page 3 TOSHIBA AMERICA INFORMATION SYSTEMS, INC. (“TAIS”) Telecommunication Systems Division License Agreement IMPORTANT: THIS LICENSE AGREEMENT (“AGREEMENT”) IS A LEGAL AGREEMENT BETWEEN YOU (“YOU”) AND TAIS. CAREFULLY READ THIS LICENSE AGREEMENT. USE OF ANY SOFTWARE OR ANY RELATED INFORMATION (COLLECTIVELY, “SOFTWARE”) INSTALLED ON OR SHIPPED WITH A TAIS TELECOMMUNICATION SYSTEM PRODUCT OR OTHERWISE MADE AVAILABLE TO YOU BY TAIS IN WHATEVER FORM OR MEDIA, WILL CONSTITUTE YOUR ACCEPTANCE OF THESE TERMS, UNLESS SEPARATE TERMS ARE PROVIDED BY THE SOFTWARE SUPPLIER.
  • Page 5: Table Of Contents

    Contents Introduction Conventions ........................iii Related Documents/Media ....................iv Call Center Scoreboard Requirements ........................2 Wallboard Requirements ....................3 Installation ...........................5 Starting the Call Center Scoreboard ...................5 Understanding Call Center Scoreboard Layout ..............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...
  • Page 6 Sending Window Data to Wallboard ................32 Changing Adaptive Wallboard Colors ................35 Troubleshooting Wallboard Problems ................36 Starting Call Center Scoreboard from Command Line ............36 Increasing Call Center Scoreboard Performance ..............37 Reporting Problems to Toshiba ..................37 Index ............................39 Strata CS Call Center Scoreboard 08/02...
  • Page 7: Introduction

    Introduction This guide describes how to install, set up, and run the Call Center Scoreboard Add-on features for the Strata Communication Server (CS). Conventions Conventions Description Elaborates specific items or references other information. Note Within some tables, general notes apply to the entire table and numbered notes apply to specific items.
  • Page 8: Related Documents/Media

    Introduction Related Documents/Media Related Documents/Media Some documents listed here may appear in different versions on the Note 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.
  • Page 9 Call Center Scoreboard The Call Center Scoreboard Add-on is an invaluable tool for Strata CS call center managers who need to closely watch critical statistics and receive statistic-based alarms, or show statistics to groups of agents on wallboards to motivate and inform. The Call Center Scoreboard can do the following: •...
  • Page 10: Call Center Scoreboard Requirements

    Call Center Scoreboard Requirements • Maintain one or more custom windows on-screen where you can monitor the call center statistics of your choice in real time. For example, monitor a window for your Sales queue where you see how many agents are available, the average length of a call, and the longest current call.
  • Page 11: Wallboard Requirements

    Call Center Scoreboard Requirements • You must have at least one Strata CS Client license (the license can be shared with the Strata CS Client, as long as the same user is logged onto the Client and Call Center Scoreboard). •...
  • Page 12 Call Center Scoreboard Requirements Adaptive Micro Systems Requirements Contact Adaptive Micro Systems for complete technical and purchasing information regarding their wallboards and software. Web site: www.adaptivedisplays.com Email: sales@adaptivedisplays.com Phone: 800-558-7022 Adaptive Micro Systems wallboards require their ALPHA messaging software to test and configure the wallboard.
  • Page 13: Installation

    Installation Application software for this add-on application must be downloaded from the Note Toshiba FYI site at http://fyi/techsupport/software/stratasystem/cs. You must be CS certified to access this site. To obtain an activation license, contact your Toshiba Customer Service Representative. 1. Locate and run the Setup.exe file for the Call Center Scoreboard.
  • Page 14: Understanding Call Center Scoreboard Layout

    Call Center Scoreboard Understanding Call Center Scoreboard Layout 7. In the Station ID field, enter the station ID of your Strata CS phone. To learn the station ID, pick up the phone and press 8. Click OK. For command line startup arguments that you can put in a Windows shortcut, see “Starting Call Center Scoreboard from Command Line”...
  • Page 15: Viewing Agent Status

    Call Center Scoreboard Viewing Agent Status Viewing Agent Status The Agent Activity window lets you view the current state of all agents in real time, and can display colored alarms for agents who have been continuously in a state for a certain amount of time.
  • Page 16 Call Center Scoreboard Viewing Agent Status Table 1 Agent Activity Window Columns Column Agent Is Currently Display Notes When displaying all queues, the Currently on an active outbound queue Outbound name of the queue accompanies call. each agent. When displaying all queues, the name of the queue accompanies Currently either in the Wrapup state (in the each agent.
  • Page 17 Call Center Scoreboard Viewing Agent Status Personal 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).
  • Page 18: Agent Activity Window Options

    Call Center Scoreboard Viewing Agent Status Agent Activity Window Options The toolbar of the Agent Activity window offers the following options: • Displaying Agents by Queue • Displaying Agents’ Time in State • Customizing Look of Agent Activity Window Displaying Agents by Queue To display all agents for all queues, select All from the drop-down menu at the top of the window.
  • Page 19: Setting Agent Activity Window Alarms

    Call Center Scoreboard Viewing Agent Status Setting Agent Activity Window Alarms You can have the Agent Activity window display agents’ names in color when their time in state exceeds a limit that you define. You can define a different limit for each state, and for each queue.
  • Page 20: Defining A Statistics Window

    Call Center Scoreboard Defining a Statistics Window Defining a Statistics Window The Call Center Scoreboard can display any number of statistics windows, each of which can contain any number of statistics. For a description of available statistics, “Call Center Statistics You Can Display” on page 1.
  • Page 21 Call Center Scoreboard Defining a Statistics Window average based on totals for the time period you select. Totals for “Day” are reset to zero at midnight. Period and shift are shorter time periods, described in the Strata CS Call Center Administrator Guide. For some statistics, you can display the value from the previous shift or period.
  • Page 22: Inserting Separator Line

    Call Center Scoreboard Defining a Statistics Window filename for the window. The filename does not appear anywhere in the window, but will be useful to remember if you later want to open or delete the window. Once a window is saved, you can add it to any layout you create. See “Using Window or Alarm Profile in More Than One Layout”...
  • Page 23: Inserting Text Message

    Call Center Scoreboard Defining a Statistics Window Inserting Text Message You can insert a line of text at any position in a window. Text messages can be useful for sending motivational or holiday Note announcements to a wallboard. See “Sending Statistics to Wallboard Display Unit”...
  • Page 24: Printing Window Data

    Call Center Scoreboard Defining Alarm Profile Printing Window Data To print the current statistics showing in all windows, choose File > Print. The data for each open statistic window prints on a separate page. If the Agent Activity window is open, its data prints as well. Deleting Window To remove a window from the layout, click the in its upper right corner.
  • Page 25: Using Custom Sounds As Alarms

    • www.wavcentral.com • www.webplaces.com/html/sounds.htm (Toshiba is not responsible for the content of sounds on these or other websites.) Creating or Editing Alarm 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...
  • Page 26 Call Center Scoreboard Defining Alarm Profile waiting on hold, select the Calls Waiting statistic and enter 10 as the alarm condition. To have an alarm trigger when a statistic falls below a certain level, see “Triggering Alarms When Statistics Fall Too Low” on page When entering the alarm condition for a statistic that measures length of time, use the format hh:mm:ss to indicate hours:minutes:seconds.
  • Page 27: Triggering Alarms When Statistics Fall Too Low

    Call Center Scoreboard Defining Alarm Profile 6. Click OK to add this alarm to the alarm profile. It appears in the Alarm Profile dialog box. 7. Repeat Steps 2~6 to add further alarms to the alarm profile. 8. When the definition of your alarm profile is complete, click Close to close the Alarm Profile dialog box.
  • Page 28: Changing Alarm Profile Associated With A Layout

    Call Center Scoreboard Designing and Saving a Layout Example To trigger a red-color alarm if Available Agents falls to two or below, define the following alarms: 1. An alarm that triggers when Available Agents is >=0, and changes the color to red. 2.
  • Page 29: Designing Layout

    Call Center Scoreboard Designing and Saving a Layout • You could have two layouts to report on your Support queue, called Support - Normal and Support - Rush, for use during the normal and heavy volume times of the day. Both would display exactly the same statistics, but with different alarm profiles.
  • Page 30: Opening Layout

    Call Center Scoreboard Designing and Saving a Layout Opening Layout To open a saved layout in the Call Center Scoreboard, choose File > Open and select the layout you want to open. Layouts have the file extension .CCA. The layout you open replaces the layout currently displayed in the Call Center Scoreboard.
  • Page 31: Sharing Layouts, Windows, And Alarm Profiles

    Call Center Scoreboard Designing and Saving a Layout • To remove a window from the layout, select the window name and click Remove. • To edit a window in the layout, select the window name and click Edit. See “Defining a Statistics Window” on page •...
  • Page 32: Call Center Statistics You Can Display

    Call Center Scoreboard Call Center Statistics You Can Display Call Center Statistics You Can Display The following table describes all the statistics that you can display in the Call Center Scoreboard. The statistics monitor a queue as a whole only. Note To monitor agent performance, use the Agent Activity window as described in “Viewing Agent Status”...
  • Page 33 Call Center Scoreboard Call Center Statistics You Can Display Wallboard Scoreboard Statistic Description Code Only Number of agents currently in the Standby state, meaning that their Agents Standby personal status is On Break or they are in a non-queue call. Number of agents currently in the wrap-up state.
  • Page 34 Call Center Scoreboard Call Center Statistics You Can Display Wallboard Scoreboard Statistic Description Code Only Call Recordings in Number of unheard call recordings in Inbox - Unheard the queue’s Inbox. The number of callers who hung up, transferred out, or left voice mail while Calls Abandoned waiting in the queue, since the beginning of the day, period, or shift.
  • Page 35 Call Center Scoreboard Call Center Statistics You Can Display Wallboard Scoreboard Statistic Description Code Only Number of calls currently waiting for an Calls Waiting available agent. Number of outbound calls placed from Calls Placed the queue since the beginning of the day, period, or shift.
  • Page 36 Call Center Scoreboard Call Center Statistics You Can Display Wallboard Scoreboard Statistic Description Code Only Longest amount of time an agent has Longest Active Talk been connected on an active inbound LATA Time - All or outbound queue call. Shows agent’s name.
  • Page 37 Call Center Scoreboard Call Center Statistics You Can Display Wallboard Scoreboard Statistic Description Code Only Longest time a caller spent waiting in Longest Wait Time queue for an available agent since the beginning of the day, period, or shift. Agent who has handled the most calls from the queue, and the number of Most Calls - All calls, since the beginning of the shift,...
  • Page 38 Call Center Scoreboard Call Center Statistics You Can Display Wallboard Scoreboard Statistic Description Code Only Percentage of calls in which the caller hung up or used a special key to Percent of Calls transfer out of the queue before being Abandoned connected with an agent, compared to the total number of inbound calls...
  • Page 39 Call Center Scoreboard Call Center Statistics You Can Display Wallboard Scoreboard Statistic Description Code Only Voice Messages in Number number of voice messages in Inbox - All the queue’s Inbox. Voice Messages in Number of unheard voice messages in Inbox - Unheard the queue’s Inbox.
  • Page 40: Sending Statistics To Wallboard Display Unit

    Call Center Scoreboard Sending Statistics to Wallboard Display Unit Sending Statistics to Wallboard Display Unit With the Call Center Scoreboard you can send call center statistics to a wallboard scrolling display unit, making them publicly visible. For additional requirements for using a wallboard, see “Wallboard Requirements”...
  • Page 41 Call Center Scoreboard Sending Statistics to Wallboard Display Unit 5. Fill in the following fields for your type of wallboard and click OK: Adaptive Micro Systems Wallboards • Cycle every __ seconds – Specify how often the wallboard refreshes with new data.
  • Page 42 Call Center Scoreboard Sending Statistics to Wallboard Display Unit Displaying Statistics with the Spectrum Ultra Link II Software When using the Ultra Link II software to configure Call Center Scoreboard statistics for a wallboard, bear in mind the following notes. Statistics Appear as Acronyms In the Ultra Link II software, Call Center Scoreboard statistics appear as acronyms.
  • Page 43: Changing Adaptive Wallboard Colors

    Call Center Scoreboard Sending Statistics to Wallboard Display Unit When calculating the total length of statistics in a window, count each different statistic once. You do not need to count the following: • Duplicate statistics. If your window displays the same statistic multiple times (for example, for different queues), they count as one statistic for purposes of the 80- character limit.
  • Page 44: Troubleshooting Wallboard Problems

    Call Center Scoreboard. If not, then contact the wallboard manufacturer for support (for contact information, see “Wallboard Requirements” on page Toshiba support cannot troubleshoot problems if the wallboard does not work correctly with the wallboard vendor’s own 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.
  • Page 45: Increasing Call Center Scoreboard Performance

    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.
  • Page 46 Call Center Scoreboard Increasing Call Center Scoreboard Performance Stratagy CS Call Center Scoreboard User Guide 08/02...
  • Page 47: Index

    Index Symbols changing on alarms, specifying for statistics, * (asterisk) in Agent Activity window, command line arguments, cycling display option, Numerics 1-line display, documentation, about this book conventions, e-mail notification of alarms, related documents, acronyms for statistics, agent states, viewing, icons in Agent Activity window, viewing key alarm profile changing,...
  • Page 48 Index M ~ W cycling display option, deleting, message, displaying in a window, editing, printing, saving, No Answer state, sharing between computers, text messages in, Strata CS Server, selecting, Offering state, one-line display, overview, text message, displaying in a window, time in state, viewing, pager notification of alarms, password entry,...

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