TELEVANTAGE CALL CENTER SCOREBOARD

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1 TELEVANTAGE CALL CENTER SCOREBOARD

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3 COPYRIGHT 2005 Vertical Communications, Inc. All rights reserved. This manual and the software described in it are copyrighted with all rights reserved. No part of this publication may be reproduced, transmitted, transcribed, stored in a retrieval system or translated into any language in any form by any means without the written permission of Vertical Communications, Inc. Portions 1999, Microsoft Corporation. All rights reserved. TRADEMARKS Vertical and TeleVantage are registered trademarks of Vertical Communications, Inc. Microsoft, Windows, and Windows NT are registered trademarks of Microsoft Corporation. Adobe and Acrobat are registered trademarks of Adobe Systems Incorporated. Other brand names, company names and product names are trademarks or registered trademarks of their respective companies. LIMITED WARRANTY ON SOFTWARE Vertical warrants that (a) the Software will perform substantially in accordance with the accompanying written materials for a period of (90) days from the date of receipt. Any implied warranties on the Software is limited to ninety (90) days. Some states/jurisdictions do not allow limitations on duration of an implied warranty, so the above information may not apply to you. CUSTOMER REMEDIES: Vertical s and its suppliers entire liability and your exclusive remedy shall be, at Vertical s option, either (a) return of the price paid, or (b) repair or replacement of the Software that does not meet Vertical s Limited Warranty and which is returned to Vertical with a copy of your receipt. This Limited Warranty is void if failure of the Software has resulted from accident, abuse, or misapplication. Any replacement Software will be warranted for the remainder of the original warranty period or thirty (30) days, whichever is longer. VERTICAL AND ITS SUPPLIERS DISCLAIM ALL OTHER WARRANTIES, REPRESENTATIONS, PROMISES AND GUARANTEES, EXPRESS OR IMPLIED, STATUTORY OR OTHERWISE, ON THE SOFTWARE, MEDIA, DOCUMENTATION OR RELATED TECHNICAL SUPPORT INCLUDING, WITHOUT LIMITATION, THE IMPLIED WARRANTIES OF MERCHANTABILITY, PERFORMANCE AND FITNESS FOR A PARTICULAR PURPOSE. VERTICAL WILL NOT BE LIABLE FOR ANY BUG, ERROR, OMISSION, DEFECT, DEFICIENCY OR NONCONFORMITY IN ANY SOFTWARE. AS A RESULT, THE SOFTWARE AND DOCUMENTATION IS LICENSED AS IS, AND THE PURCHASER ASSUMES THE ENTIRE RISK AS TO ITS QUALITY AND PERFORMANCE. IN NO EVENT WILL VERTICAL OR ITS SUPPLIERS BE LIABLE FOR INDIRECT, SPECIAL, INCIDENTAL, CONTINGENT, CONSEQUENTIAL OR SIMILAR DAMAGES OF ANY KIND RESULTING FROM ANY DEFECT IN THE SOFTWARE OR DOCUMENTATION, INCLUDING, WITHOUT LIMITATION, ANY LOST PROFITS OR SAVINGS, DAMAGES FROM BUSINESS INTERRUPTION, LOSS OF OR TO DATA, COMPUTER PROGRAMS, BUSINESS, DOWNTIME, GOODWILL, DAMAGE TO OR REPLACEMENT OF EQUIPMENT OR PROPERTY, OR ANY COSTS OF RECOVERING, REPROGRAMMING OR REPRODUCING ANY PROGRAM OR DATA USED IN CONJUNCTION WITH THE PRODUCTS, EVEN IF VERTICAL, ITS SUPPLIERS OR ANYONE ELSE HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. YOU AGREE THAT VERTICAL S AND ITS SUPPLIERS LIABILITY ARISING OUT OF CONTRACT, NEGLIGENCE, STRICT LIABILITY IN TORT OR WARRANTY SHALL NOT EXCEED THE AMOUNT PAID BY YOU FOR THIS PRODUCT. ANY WRITTEN OR ORAL INFORMATION OR ADVICE GIVEN BY VERTICAL DEALERS, DISTRIBUTORS, AGENTS OR EMPLOYEES WILL IN NO WAY INCREASE THE SCOPE OF THIS WARRANTY, NOR MAY YOU RELY ON ANY SUCH WRITTEN OR ORAL COMMUNICATION. Some jurisdictions do not allow the limitation or exclusion of implied warranties or liability for incidental or consequential damages, and some jurisdictions have special statutory consumer protection provisions which may supersede this limitation, so the above limitation or exclusion may not apply to you. This warranty gives you specific legal rights, and you may also have other rights which vary from jurisdiction to jurisdiction. This software and license may not be transferred or resold without authorization from Vertical. Vertical, Inc. One Memorial Drive Cambridge, MA Edition 5

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5 CHAPTER 1 CHAPTER 1 CALL CENTER SCOREBOARD CHAPTER CONTENTS Overview Requirements Installation Starting the Call Center Scoreboard Understanding the Call Center Scoreboard layout Viewing agent status Defining a statistics window Defining an alarm profile Designing and saving a layout Call center statistics you can display Sending statistics to a wallboard display unit Starting the Call Center Scoreboard from the command line Increasing Call Center Scoreboard performance

6 Overview The Call Center Scoreboard Add-on is an invaluable tool for TeleVantage call center managers who need to closely watch critical statistics and receive statistic-based alarms, or show stats to groups of agents on wallboards to motivate and inform. The Call Center Scoreboard can do the following: Display 54 different call center statistics, including 37 that are not found in the TeleVantage 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 Show a real-time view of all agent activity, with alarm colors when an agent s time in a state exceeds configurable thresholds. For example, see at a glance how many agents are currently available to take calls. See Viewing agent status on page 1-9. 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. Have the window display all stats together, or save space by having a one-line window that cycles through each stat in turn. See Defining a statistics window on page TELEVANTAGE CALL CENTER SCOREBOARD

7 Trigger alarms when statistics exceed critical values that you define. Alarms can take the form of changed colors in the Call Center Scoreboard window, sounds, voice messages, pages or s. See Defining an alarm profile on page Connect to a wallboard display 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 a wallboard display unit on page Requirements The following requirements are necessary to run the Call Center Scoreboard: Your site must be running TeleVantage 5. Your site must be running a licensed TeleVantage call center, set up using TeleVantage call center queues. The Call Center Scoreboard does not work with the ACD workgroup method of defining call centers. For instructions on setting up TeleVantage call center queues, see the manual TeleVantage Call Center Administrator s Guide. The PC on which you install the Call Center Scoreboard must also have the TeleVantage Client installed. No additional requirements are necessary for the PC. You must have at least one TeleVantage Client license per PC (the license can be shared with the TeleVantage Client, as long as the same user is logged onto the Client and Call Center Scoreboard). You must log in to the Call Center Scoreboard as someone who is an agent in at least one queue with the following permissions: Monitor Queue statistics Access Queue call monitor Access Queue mailbox Note: As an alternative to giving these permissions to every user who needs to use the Call Center Scoreboard, you can create a single user called, for example, Scoreboard User. Make the Scoreboard 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. CHAPTER 1. CALL CENTER SCOREBOARD 1-3

8 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 a wallboard display unit on page The following requirements are necessary for using a wallboard with the Call Center Scoreboard: General requirements A free COM port on the PC to which the wallboard can connect. Note that if your wallboard supports network connectivity, you do not need a COM port. A separately-purchased wallboard display unit from one of the following vendors. Please contact these vendors directly for sales information, wallboard capabilities, and technical support. Adaptive Micro Systems Spectrum Adaptive Micro Systems requirements Contact Adaptive Micro Systems for complete technical and purchasing information regarding their wallboards and software. Web site: sales@adaptivedisplays.com Phone: Adaptive Micro Systems wallboards require their ALPHA messaging software to test and configure the wallboard. Before running the wallboard with the Call Center Scoreboard, try running it with the ALPHA messaging software to make sure it works. Note: Up to 30 Adaptive wallboards can be supported from 1 COM port. Additional blocks of 30 can be connected by purchasing Adaptive repeaters. The Call Center Scoreboard can send data to up to 99 wallboards, and you can specify which wallboard receives data from which statistic window. See Sending statistics to a wallboard display unit on page TELEVANTAGE CALL CENTER SCOREBOARD

9 Spectrum requirements Contact Spectrum for complete technical and purchasing information regarding Spectrum wallboards and Ultra Link software. Web site: Phone: Using a Spectrum wallboard requires one of the following wallboard display software packages: Spectrum Ultra Link Lite - Provides a basic one-line display that rotates through the statistics in the window at a pre-set interval rate. The single line displays even on multi-line wallboards. There is no ability to set color alarms. Spectrum Ultra Link II - Offers complete access to display and manage queue data with configurable scrolling, blinking and color settings for statistics and alarms. Features color and sound alarms and can display on single, dual, or multi-line wallboards, as well as TV monitors, pagers, web pages and screen pops. For display notes, see Displaying statistics with the Spectrum Ultra Link II software on page Installation 1. Locate and run the Setup.exe file for the Call Center Scoreboard. 2. Follow the on-screen installation instructions. Starting the Call Center Scoreboard To run the Call Center Scoreboard, do the following: 1. Choose Start > Programs > Vertical TeleVantage > Call Center Scoreboard. Note: The first time you start the Call Center Scoreboard, 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. Enter the serial number and verification key to activate your copy of the software, and click OK. CHAPTER 1. CALL CENTER SCOREBOARD 1-5

10 3. The Logon dialog box opens. 4. In the User Name and Password fields, enter your TeleVantage username and password. 5. To skip this logon process in the future, check Automatically log on as this user. Note: If you check this field, you can restore password-protected entry later by choosing File > Log on as a different user. Log on as yourself and uncheck the box. 6. If your site has more than one TeleVantage Server on the network, use the Server drop-down list to select the Server whose call center queues you want to use the Call Center Scoreboard with. 7. In the Station ID field, enter the station ID of your TeleVantage phone. To learn the station ID, pick up the phone and press *0. 8. Click OK. For command line startup arguments that you can put in a Windows shortcut, see Starting the Call Center Scoreboard from the command line on page TELEVANTAGE CALL CENTER SCOREBOARD

11 Understanding the Call Center Scoreboard layout When you first start the Call Center Scoreboard, an empty layout window appears. The layout can contain two things: Statistics windows. You can place as many custom statistic windows in the layout as you want, and each window can display as many statistics as you want. See Defining a statistics window on page An alarm profile. The alarm profile defines what alarms trigger on what statistics. See Defining an alarm profile on page CHAPTER 1. CALL CENTER SCOREBOARD 1-7

12 The following is an example of a layout with two statistics windows and an alarm profile defined. The presence of the alarm profile is indicated by the icon in the lower left corner. Once you define a layout, you can save it for future use. You can store multiple layouts, each with their own windows and alarm profiles. For more information on building and managing layouts as a whole, see Designing and saving a layout on page Note: You can have the Call Center Scoreboard open with a layout already showing. See Starting the Call Center Scoreboard from the command line on page TELEVANTAGE CALL CENTER SCOREBOARD

13 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. To open the Agent Activity window, choose File > New Agent Activity. The window displays all agents according to the state they re currently in.choose File > New Agent Activity multiple times to open multiple windows. Interpreting the 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. Agent Activity Window Columns Column The agent is currently Display notes Ready Inbound Ready to take a queue call, meaning signed in, with phone on hook, and in a personal status with Queue Calls set to Yes, such as Available or Available (Queue Only). Currently on an active inbound queue call. When displaying all queues, the name of the queue accompanies each agent. CHAPTER 1. CALL CENTER SCOREBOARD 1-9

14 Agent Activity Window Columns Column The agent is currently Display notes Outbound Busy Standby Unavailable Currently on an active outbound queue call. Currently either in the Wrapup state (in the Wrapup period following the end of a queue call), the No Answer state (has failed to answer one or more queue calls), or the Offering state (a queue call is currently ringing). Currently either On Break, in a non-queue call, accessing voic , or using the TeleVantage voice menus. Note: The on-hook icon 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. Either signed out from the queue or in any personal status with the Queue Calls property set to No, such as Available (Non Queue) or Do Not Disturb. When displaying all queues, the name of the queue accompanies each agent. When displaying all queues, the name of the queue accompanies each agent. The following icons identify agent states: Wrapup. No Answer. Offering. 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. Agents display with the icon for their current personal status (see the next table). Agents who are signed out have an asterisk (*) next to their name. Signed-out agents do not receive queue calls even when Available. To begin receiving queue calls, an agent must be signed in to one or more queues and Available TELEVANTAGE CALL CENTER SCOREBOARD

15 Personal status icons The following key defines each personal status icon. The icons display in the Unavailable column. Agents in the Available or Available (Queue Only) status are signed out. Personal Status Icons Available. Available (Queue Only). Available (Non-Queue). On Break. Do Not Disturb. In a Meeting. Out of the Office. On Vacation. Custom. 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 the look of the 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. You can also select a specific queue to display only the agents in that queue. CHAPTER 1. CALL CENTER SCOREBOARD 1-11

16 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. Click it again to turn off the time display. Interpreting Agent Activity window icons Click Legend to see a description of each icon in the Agent Activity window. Customizing the look of the Agent Activity window To specify the font for the Agent Activity window, click the font icon. To show or hide the status bar, click the status bar icon. 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. You set Agent Activity window alarms the same way you set alarms for a statistics window (see Defining an alarm profile on page 1-18). 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 print the current data in the Agent Activity window. If multiple Agent Activity windows are open, each prints to a separate page. All open statistics windows print as well TELEVANTAGE CALL CENTER SCOREBOARD

17 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, see Call center statistics you can display on page Use the following procedure to define the content and appearance of a statistics window. 1. Choose File > New Window. The Window dialog box opens. 2. In the Title field, enter the title that will appear in the window s title bar. 3. Under Color, click to select the background color of the window. The default is grey. 4. Check 1 Line display to have the window display one statistic at a time, cycling 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. CHAPTER 1. CALL CENTER SCOREBOARD 1-13

18 5. Under Display in Window, you will 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. 6. In the list of statistics, click the statistic you want to display. For an explanation of the statistics, see Call center statistics you can display on page In the Queue field, select which queue the statistic will report on. Note that a single window can contain statistics from different queues. 8. In Statistics by, select whether the statistic measures queue activity by day, shift, or period. For example, the Average Wait Time statistic will calculate its 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 TeleVantage Call Center Administrator s Guide. For some statistics, you can display the value from the previous shift or period. This displays a fixed number that you can use to compare with the current shift or period. For example, you could have a window display two statistics: Calls Answered for the previous shift directly above Calls Answered for the current shift TELEVANTAGE CALL CENTER SCOREBOARD

19 9. In the Text field, type the name of statistic as you want it to display in the window. The default name is the name of the statistic, which might be adequate in most cases. However, if you are displaying a statistic from a previous period or shift, or from a different queue than other statistics in the window, you should indicate that in the name. For example, if you have a window 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 display the statistic without a box, uncheck Border. 11. Click Add to add the statistic to the window. It appears in the Window dialog box, but the Add Item dialog box remains open for you to add more statistics. 12. To add more statistics to the window, repeat steps 5 through When you have added the statistics you want and placed them in the order you want, click Close to close the Add Item dialog box and return to the Window dialog box. 14. To arrange the order of statistics in the window, use the and buttons in the Window dialog box. To add a separator line between two statistics, see the next section. 15. Click OK to close the Window dialog box. The window is added to the layout. 16. The window is not yet saved. To save it, choose File > Save Window, or File >Save Layout, which saves the layout and all open windows. Choose a descriptive 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 a window or alarm profile in more than one layout on page You can choose to send a window s data to a wallboard display unit, in addition to displaying on-screen. See Sending statistics to a wallboard display unit on page CHAPTER 1. CALL CENTER SCOREBOARD 1-15

20 Inserting a 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, click Line Separator. Inserting a text message 4. Use the controls to define the appearance of the line. 5. Click OK to add the line to the window. 6. To reposition the line, use the and buttons in the Window dialog box. 7. Click OK to close the Window dialog box. You can insert a line of text at any position in a window. Note: Text messages can be useful for sending motivational or holiday announcements to a wallboard. See Sending statistics to a wallboard display unit on page TELEVANTAGE CALL CENTER SCOREBOARD

21 To define a text message 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, click Text message. 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 a 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 a saved window To open a saved window, choose File > Open and select the window. Windows have the file extension.win. You can also add a window to a layout by editing the layout. See Editing a layout on page Saving all windows To save all windows in the current layout, choose File > Save All Windows. You can also save all windows by choosing File > Save Layout, which saves all elements associated with the current layout, including the 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. CHAPTER 1. CALL CENTER SCOREBOARD 1-17

22 Deleting a window To remove a window from the layout, click the X in its upper right corner. If you save the window, you can always open it again in this or another layout. You can delete a window file manually from disk. This permanently eliminates the window and removes it from all layouts in which it appears. The default location for window files is C:\Program Files\Call Center Scoreboard\Data Files. The window s filename is the one you gave it when you saved the window. Defining an 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 set alarms to trigger when a statistic meets or falls below a certain level. See Triggering alarms when statistics fall too low on page An alarm profile can contain as many different alarms on as many different statistics as you want. You can create and store as many different alarm profiles as you want, for use in different circumstances. For example, you might have one profile for normal call volumes and another profile for high call volumes, with higher alarm triggers. A layout uses one alarm profile at a time, but you can easily change it whenever you want. Using custom sounds as alarms The Call Center Scoreboard provides a number of sounds to use. You can also use any.wav file as your alarm sound. You can create sounds using TeleVantage by recording them and exporting them as.wav files. You can also search the Internet for appealing.wav files. Some sound file websites are: (Vertical is not responsible for the content of sounds on these or other websites.) 1-18 TELEVANTAGE CALL CENTER SCOREBOARD

23 Creating or editing an alarm profile To create an alarm profile or edit the one currently associated with the layout, do the following: 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. 2. To add an alarm to the profile, click Add. The Add New Alarm dialog box opens. 3. Under Statistic, click the statistic for which you want to set an alarm. To view only the statistics that are currently displayed in the layout, select Show Active. To view all statistics, select Show All. CHAPTER 1. CALL CENTER SCOREBOARD 1-19

24 Note: You can configure an alarm for any statistic, but alarms will have no effect unless the corresponding statistic is displayed in the layout. 4. Under Alarm Condition, enter the value that will trigger the alarm if met or exceeded. For example, to have an alarm trigger when there are 10 or more calls 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. For example, To trigger an alarm when Average Wait Time reaches an hour, enter 01:00: Under Alarm Actions, define what form the alarm takes using the following options. Change value color. Changes the color of the value in the statistics window. Click Text Color and Back Color to specify the text and background colors that mark an alarm. Check Change label to have the alarm color apply to the name of the statistic and the value. If unchecked, only the value will change color. Check Bold to have the alarm text appear in boldface. Play sound. 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 1-18 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: For a louder sound, simply connect your sound card to a bigger speaker or an overhead sound system in your area. Send voice message. Check to have the Call Center Scoreboard automatically send a voice message to the user of your choice when the alarm is triggered. Use the audio controls to record or import the alarm message that will be sent, then use the drop-down list to select the user who will receive alarm messages. To send messages to more than one person, or to receive or pager notification of alarms, see the next section, Generating messages and pages for alarms. Bring window to front. Check to bring the Call Center Scoreboard to the front of your desktop when the alarm triggers. The window 1-20 TELEVANTAGE CALL CENTER SCOREBOARD

25 with the alarm statistic is brought to the front of the layout and made the active window. 6. Click OK to add this alarm to the alarm profile. It appears in the Alarm Profile dialog box. 7. Repeat steps 2 through 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. 9. To save the alarm profile, choose File > Save Alarm Profile or File > Save Layout, which saves the layout and the alarm profile. Generating messages and pages for alarms You can automatically receive and pager notification for alarms by setting the notification options of the user who receives voice messages on alarms. notifications can be send to multiple addresses. 1. In the Call Center Scoreboard, choose the option to send a voice message when an alarm is triggered, as described in the previous section. 2. In the TeleVantage Client or Administrator, configure the user who receives the voice messages to have or pager notification sent when new voice messages are received. For instructions, see Using TeleVantage. Now whenever an alarm is triggered, you are notified by , page, or both. Triggering alarms when statistics fall too low By default, Call Center Scoreboard alarms are triggered when a statistic meets or goes above a certain value. You can also define alarms that trigger when a statistic meets or falls below a certain value. To do so, you must define two alarms for the same statistic, as follows: 1. Set the first alarm to trigger on a value of >= 0. Give this alarm the alarm effect you want, for example the color red or a sound. 2. Set the second alarm to trigger on your critical low value. For the alarm action, define the absence of an alarm, for example the color black and no sound. The result is that the alarm effect triggers when the value meets or falls below the critical level defined in the second alarm. CHAPTER 1. CALL CENTER SCOREBOARD 1-21

26 Example To trigger a red-color alarm if Available Agents falls to 2 or below, define the following alarms: 1. An alarm that triggers when Available Agents is >=0, and changes the color to red. 2. An alarm that triggers when Available Agents >=2, and sets the color to black. Changing the alarm profile associated with a layout You can associate a new alarm profile with the current layout at any time. Choose File > Open and select the alarm profile. Alarm profiles have the file extension.alm. If you want the new alarm profile to remain associated with the layout, be sure to save the layout by choosing File > Save Layout. Deleting an 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 entire layout. The layout stores the appearance and position of the windows, as well as the alarm profile. You can save multiple layouts and open any one of them in the Call Center Scoreboard. The Call Center Scoreboard displays one layout at a time. Examples of using multiple layouts You could have one layout to report on your Sales queue, and another to report on your Customer Support queue. Because the focus of the queues is different, the layouts might display different statistics. 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. In the Support - Normal layout,

27 Designing a layout Saving a layout Opening a layout an alarm might trigger if there were 10 calls waiting. In the Support - Rush layout, the alarm would trigger if there were 50 calls waiting. Whenever you create and arrange windows in the Call Center Scoreboard, you are designing a layout. Whether you choose to save the layout for future use is up to you. If you do not save the layout, then the next time you open the Call Center Scoreboard the blank screen will appear and you will 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 the status bar in a layout You can show or hide the status bar at the bottom of the layout. Choose View > Status bar. Keeping a layout on top To fix a layout at the front of your desktop, choose Window > Always on top. Choose it again to turn the setting off. Returning to a blank layout screen If you want to return to a blank Call Center Scoreboard screen to begin designing a new layout, choose File > Close all Windows. You are prompted to save any unsaved windows. To save the current layout, choose File > Save Layout. Each window in the layout is saved, as is the layout as a whole. 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. CHAPTER 1. CALL CENTER SCOREBOARD 1-23

28 Using a window or alarm profile in more than one layout Because windows and alarm profiles are saved individually, you can use them in more than one layout. To add a pre-existing window to a layout, choose File > Open and select the 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 a window from a layout Editing 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. To edit the properties of the current layout, choose View > Layout. The Layout dialog box opens. The dialog box displays the windows and the alarm profile associated with the layout. You can modify the layout properties in the following ways: To add a saved window to the layout, click Add and select the window. (To position the window in the layout, close the dialog box, position the window by dragging its title bar, and save the 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 TELEVANTAGE CALL CENTER SCOREBOARD

29 To add or change the alarm profile associated with the layout, click Load. To remove the alarm profile associated with the layout, click Remove. To save the associated alarm profile under a different name, click Save As. Sharing layouts, windows, and alarm profiles Layouts, statistics windows, and alarm profiles are all 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\TeleVantage Call Center Scoreboard\Data Files. The file extensions are as follows: Layout files..cca Window files..win Alarm profile files..alm To share elements between computers, you can either copy these files from one computer to another, or save all files to a shared network directory and access them from there. Note: When copying layout files from one computer to another, be sure to also copy the files for the windows and alarm profile associated with that layout, otherwise the layout will not load correctly on the new computer. Call center statistics you can display The following table describes all the statistics that you can display in the Call Center Scoreboard. Note that 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 1-9, and the Client s Queue Monitor view as described in the TeleVantage Call Center Administrator s 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 a wallboard display unit on page 1-32.) 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 CHAPTER 1. CALL CENTER SCOREBOARD 1-25

30 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. Agents Standby AS Number of agents currently in the Standby state, meaning that their personal status is On Break or they are in a non-queue call. Agents Wrap-up AWR Number of agents currently in the wrap-up state. Each agent can have a unique amount of time for wrap-up, used to process paperwork following a call. Agents Unavailable AU Number of agents currently signed in but in a personal status other than Available, Available (Queue Only), or On Break. Average 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 TELEVANTAGE CALL CENTER SCOREBOARD

31 Statistic Wallboard Code Description Scoreboard Only Average Wait Time - All AWL Average length of time all callers spent waiting for an agent, since the beginning of the day, period, or shift. Average Wait Time - Answered Call Recordings in Inbox - All Call Recordings in Inbox - Unheard AWA RIA RIU Average length of time spent waiting for an agent by callers whose calls were answered, since the beginning of the day, period, or shift. Number of call recordings in the queue s Inbox. Number of unheard call recordings in the queue s Inbox. Calls Abandoned CPB The number of callers who hung up, transferred out, or left voice mail while waiting in the queue, since the beginning of the day, period, or shift. Calls Active Inbound NAIC Number of inbound queue calls currently connected with an agent. Calls Active Outbound NAOC Number of current outbound queue calls. Calls Answered PSN Number of calls that 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 shift. This is not the number of calls waiting in the queue (see Calls Waiting). Calls already on hold when the Call Center Scoreboard was started are not counted. CHAPTER 1. CALL CENTER SCOREBOARD 1-27

32 Statistic Wallboard Code Description Scoreboard Only Calls Received REC Number of calls received by the queue since the beginning of the day, period, or shift., whether or not the call was connected with an agent. Calls Waiting CW Number of calls currently waiting for an available agent. Calls Placed CP Number of outbound calls placed from the queue since the beginning of the day, period, or shift. Current Queue Calls CQC Number of calls currently in the queue. Includes calls waiting as well as calls connected with an agent. (See also Active Queue Calls and Calls Waiting.) Longest Active Hold Time Longest Active Offering Longest Active No Answer LAHT LAO LANA Longest amount of time a current call has been on hold. This statistic counts only calls that have been 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 amount of time an agent has been in the Offering state, meaning a queue call has been ringing the agent s phone. Longest amount of time an agent has been in the No Answer state, meaning the most recent queue calls to the agent have been unanswered. Longest Active Ready LAR Longest amount of time an agent has been ready to take a queue call. Shows agent s name. Longest Active Standby LAS Longest amount of time an agent has been in the Standby state, meaning the agent is On Break or in a non-queue call. Shows agent s name TELEVANTAGE CALL CENTER SCOREBOARD

33 Statistic Wallboard Code Description Scoreboard Only Longest Active Talk Time - All Longest Active Talk Time - Inbound Longest Active Talk Time - Outbound Longest Active Unavailable Longest Active Wait Time Longest Active Wrapup LATA LATI LATO LAU LACA LAW Longest amount of time an agent has been connected on an active inbound or outbound queue call. Shows agent s name. Longest amount of time an agent has been connected on an active inbound queue call. Shows agent s name. Longest amount of time an agent has been connected on an active outbound queue call. Shows agent s name. Longest amount of time that an agent has been unavailable to take queue calls. Shows agent s name. The length of the call that is currently waiting the longest in the queue for an available agent. 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 single call, including wait time and time spent connected with an agent, since the beginning of the day, period, or shift. Includes inbound and outbound calls. Longest Talk Time LTT Length of the longest single call since the beginning of the day, period, or shift, in terms of time the caller spent connected with an agent. Shows agent s name. Longest Wait Time LWT Longest time a caller spent waiting in queue for an available agent since the beginning of the day, period, or shift. CHAPTER 1. CALL CENTER SCOREBOARD 1-29

34 Statistic Wallboard Code Description Scoreboard Only Most Calls - All MCL Agent who has handled the most calls from the queue, and the number of calls, since the beginning of the shift, or day if no shift is defined. Most Calls - Answered MCA Agent who has answered the most inbound calls from the queue, and the number of calls, since the beginning of the shift, or day if no shift is defined. Most Calls - Placed MCP Agent who has placed the most outbound calls from the queue, and the number of calls, since the beginning of the shift, or day if no shift is defined. Percent Active Calls Inbound Percent Active Calls Outbound Percent of Agents Available Percent of Agents on Inbound Calls Percent of Agents on Outbound Calls Percent of Agents Signed in Percent of Calls Abandoned PACI PACO AA PAIC PAOC PAS PCB Percentage of active calls that are inbound calls. Percentage of active calls that are outbound calls. Percentage of agents who are ready to take queue calls, compared to the total number agents in the queue. Percentage of signed-in agents currently connected with an inbound queue call. Percentage of signed-in agents currently on an outbound queue call. Percentage of agents currently signed in, compared to the total number of agents in the queue. Note that signed-in agents may not be Available. Percentage of calls in which the caller hung up or used a special key to transfer out of the queue before being connected with an agent, compared to the total number of inbound calls received by the queue TELEVANTAGE CALL CENTER SCOREBOARD

35 Statistic Wallboard Code Description Scoreboard Only Percent of Calls Answered PCA Percentage of calls in which the caller was connected with an agent, compared to the total number of inbound calls received by the queue. Queue Status STATUS Open - the queue is currently sending incoming calls to agents. Closed - the queue is not currently sending 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 day, period, or shift. Total Wait Time - Abandoned Total Wait Time - Answered Voice Messages in Inbox - All Voice Messages in Inbox - Unheard TWB TWA MI UMI Total 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. Total amount of time that callers waited for an agent before their calls were answered, since the beginning of the day, period, or shift. Number number of voice messages in the queue s Inbox. Number of unheard voice messages in the queue s Inbox. CHAPTER 1. CALL CENTER SCOREBOARD 1-31

36 Sending statistics to a 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 on page 1-4. Each statistics window you create has the option to send its statistics to a wallboard in addition to displaying in the layout. All statistics in the window are then sent to the wallboard. Therefore, if you want to send some statistics to a wallboard and not others, make sure the two kinds are not defined in the same statistics window. Connecting a wallboard Connecting a wallboard to the Call Center Scoreboard 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, try moving the cable connection from one socket to the other on the back of the wallboard. For complete instructions on installing your wallboard, refer to the wallboard s documentation. Sending window data to a wallboard To send a statistics window s information to a wallboard display, do the following: 1. Make sure a wallboard is connected to the computer. 2. Edit the window whose information you want to send to the wall board by clicking it and choosing View > Active Window. The Window dialog box opens. 3. Check Send to Wallboard. 4. From the Model drop-down list, select the wallboard you are using TELEVANTAGE CALL CENTER SCOREBOARD

37 5. Fill in the following fields for your type of wallboard: Adaptive Micro Systems wallboards Cycle every seconds. Specify how often the wallboard refreshes with new data. Port. Specify the COM port on your computer to which the wallboard is connected. If your wallboard supports network connectivity, then select TCP/IP instead. Address. If multiple wallboards are connected, you can specify the address of the wallboard to which this window sends data. If only one wallboard is connected, or you want this window to send data to all connected wallboards, leave the default setting of 00. To find the address of a wallboard, refer to the remote control setup for that wallboard. If your wallboard is connected via the network, then use this field to specify 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 no effect. Adaptive wallboards can reproduce certain colors for statistics and alarms. For a guide to using color with Adaptive wallboards, see Changing Adaptive wallboard colors on page Spectrum wallboards If you are using a Spectrum wallboard, you must use the File field to create the.dat file that the wallboard software expects. To create the.dat file, click and specify the name and location to which the file will be saved. You must make sure that path and filename are exactly as the wallboard expects. See your Spectrum Ultra Link Lite or Ultra Link II documentation for all.dat file requirements. If a.dat file already exists, you can click to select it. 6. Click OK. and navigate to the file CHAPTER 1. CALL CENTER SCOREBOARD 1-33

38 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. For a key to the acronyms, see Call center statistics you can display on page All statistics for all queues are available In the Ultra Link II software, you may see more statistics available than were displayed in the Call Center Scoreboard window. The Ultra Link II software makes available each statistic shown in the window for each queue represented in 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 different statistics in a window must add up to a total display length of 80 characters or less. Be especially aware of statistics that display an agent s name these take up 15 characters each, so you would be able to put only five such statistics in a window. The following table shows the display lengths for each type of statistic. Type Length Examples Numbers 3 Agents Available, Ring No Answers Percentages 7 Percent of Agents Available, Percent of Calls Abandoned Time displays 8 Longest Call, Average Wait Time Status 10 (Applies only to Queue Status) Text 15 Most Calls Answered, Most Calls Placed 1-34 TELEVANTAGE CALL CENTER SCOREBOARD

39 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. Spaces between statistics. Count only the statistic lengths themselves. Changing Adaptive wallboard colors If you re using an Adaptive Micro Systems wallboard, you can 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 an alarm profile on page Make sure the statistics window is sending its data to an Adaptive wallboard. See the previous section, Sending window data to a wallboard. 3. When defining the alarm for a statistic, click Text Color to set the alarm color, then use the following key. Each labeled grouping corresponds to one wallboard color. Any other color selection displays on the wallboard as an orange label and a green value. CHAPTER 1. CALL CENTER SCOREBOARD 1-35