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 dis-
claims 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...

Welcome to SmartCentre, a CALL CENTER Management tool which pro-
vides 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 sys-
tem 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...

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 pass-
words, click OK.
SmartCentre will start to display details of calls in the CALL CENTER as
soon...

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 mon-
itor.
There are four types of real time windows available to select from. Each...

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
1Select the window to be edited by clicking anywhere within the
window with...

STEPACTION
2Using the mouse select the template you wish to copy.
3Click on the “copy layout” icon and enter a name for the
new template.
4Edit any windows within the default template as described above in
How to edit a real time window.
5Click on the new icon on the toolbar and select a new
window of the appropriate type from the list contained
in the dialog box.
6Windows can be maneuvered as in any other Windows application,
moving, resizing and minimizing as necessary.
7Save the template by clicking...

The Reporter
SmartCentre Reporter uses data from the Samsung telephone system that is
continually collected by SmartCentre and presents it in user-definable his-
torical report format. The reports can be viewed on screen or printed.
Reports can be compiled using data originating as far back as the installation
date of SmartCentre system, even if upgrades have since been installed.
You can filter out irrelevant data, generated at times of the day or week in
which you are not interested, first by creating...