Call Center Statistics Display System
- Nortel Symposium -
ACD Call Centers with Nortel Symposium ACD phone systems may
use the popular Alpha programmable moving message LED Signs (readerboards)
to exhibit ACD Call Center statistics and supervisor messages to agents
in one or more Skillsets conveniently and automatically. If Supervisor
and Agent PC's are on a local area network, they may use a browser,
such as Internet Explorer, Netscape or Mozilla to compose and send message
to the Alpha LED readerboards. ACD statistics may also be displayed
on their computer screens.
ACD statistics are read from Symposium using a special Symposium interface
via C-LAN. Data may also be displayed from management information system
databases using a network interface for ODBC/SQL custom queries of selected
data fields or by terminal emulation field selection and DDE. Other
data fields may be read and displayed by interrogation via TAPI or TSAPI
interface provided by certain systems vendors. The interface for input
of messages is via network connection with the Supervisor workstations.
- When agents are able to see "real time" call waiting status, sharp
increases in productivity and dramatic reductions in "Calls Abandoned",
"Calls Waiting", and "Longest Wait" are reported. Through the use
of visual and audible alerts, agents know within seconds when Call
Center statistics exceed acceptable thresholds.
- Call Center Supervisors are no longer "tied" to their desks watching
a computer terminal. They can use their time more productively, focusing
on agent performance, on problems with customers and on training.
- Higher Call Center service levels translate into better customer
service and faster response time to customer requirements.
- Telephone equipment and personnel are utilized more efficiently.
- Call Center Supervisor and agent communications are improved and
are speeded up. Typed messages can be broadcast simultaneously to
all agents in a Call Center.
Typical Symposium Statistics
on ACD Calls
on DN Calls
Display Flexibility -- Each Alpha LED Sign (readerboard)
is individually addressable. This provides tremendous flexibility
in specifying the skillset statistics, messages and skillsets that
display on each readerboard. Each readerboard can display a different
combination of skillsets and skillset statistics. Several skillsets
may be displayed on the same readerboard, and different combinations
of skillsets may be displayed on different readerboards. Messages
may be sent to all readerboards, to specific groups of readerboards,
or to individual readerboards.
Skillset Statistics -- Twenty-six Symposium (release 3 and
4) Skillset Statistics may be displayed:
- Number of Agents Available (waiting for calls)
- Agents In Service (logged in for this skillset)
- Agents on Skillset Call (currently handling calls)
- Agents Not Ready (logged in, but in Not Ready state)
- Calls Waiting (for an agent with this skillset)
- Longest Waiting Time Since Last Call (of all idle agents)
- Maximum Waiting Time (the oldest call)
- Total Waiting Time by all local and Incoming CDN Calls currently
waiting for an agent (cumulative)
- Expected Wait Time (how long a new call will wait for an agent)
- Calls Answered After Threshold (number of CDN calls over threshold)
- Longest Waiting Time Since Login of all idle agents
- Agents on DN Calls
- Skillset State (in or out of service)
- Agents Unavailable (Agents in Service minus Agents Available)
- Network Calls Waiting (number of queued CDN calls)
- Network Calls Answered (CDN calls answered)
- Total Calls Answered Delay (cumulative for all CDN calls)
- Total Calls Answered (CDN, ACD and NACD) for this skillset
- Agents on Network Skillset CDN Call
- Agents on Other Skillset Calls
- Agents on ACD-DN Calls
- Agent on NACD-DN Call
- Calls Offered (number of calls queued to this skillset)
- Abandoned (number of calls abandoned while queued to this skillset)
- Abandoned Call Delay (time from queuing to dequeuing)
- Abandoned Delay After Threshold (how many calls waited past the service level threshold before abandoning)
- The Call Center Supervisor may set multiple Alert Thresholds
for the various skillset statistics for each Skillset. For example,
if the number of Calls Waiting (CW) reaches 5, or the Maximum Call
Waiting (MW) exceeds 1 minute, or Available Agents (AVA) drops to
5 agents, the displayed statistic for that field can change color,
beep the audible alert, display a message, or flash, at the preference
of the Call Center Supervisor. Then If CW or MW reach the next threshold,
the displayed statistic(s) can again change color, beep the audible
alert, display a message, flash or perform a combination of these
actions. Optionally, multiple threshold profiles are available for
users desiring different threshold level settings during peak and
non-peak periods or at different times of the day or week. With this
feature, threshold settings may tailored to be higher or lower during
high and low activity periods.
- Audible Alert -- Three quick beeps may sound when a threshold
is reached. The Audible Alert may be easily "muted" by changing the
beep setting. The beep can sound once when a threshold is reached,
or it can sound over and over. The supervisor sets the number of seconds
between beeps. Optionally, the system can activate a strobe light
or bell or play a specified .WAV file, or it can transmit a message
to a pager.
- Sleep Feature ??? When the last agent logs out of a Skillset,
the system can remove the skillset from the readerboard and not display
???zero??? ACD statistic values for that Skillset. Only supervisor messages
continue to display. The Sleep Feature may also be invoked manually,
so that ACD statistics do not display, even when agents are logged
- Enter Messages -- Supervisors may enter messages to agents
and service messages using any browser program, such as Internet Explorer,
Netscape or Mozilla.. These messages may be typed on the Alpha Controller
keyboard or on a Supervisor PC (an option). Display effects, and animations
may be included in the messages. Supervisor messages may either alternate
with the display of Call Center statistics, or in some cases, they
may occupy a separate line of the readerboard. Readerboards may also
be dedicated to displaying messages only. NOTE: Typing messages on
a Supervisor's PC on a LAN is an option that requires additional software
as well as network connectivity.
- Concurrent Operation -- Messages display and Skillset statistics
date, while messages are being typed, while thresholds are being
changed, and while other system procedures are being performed. When
statistics change, the statistics on the message board change instantly.
- User Friendly -- The Alpha Call Center Statistics Display
System employs user-friendly features, such as function keys, on-screen
documentation and pop up menu selections, to facilitate changing thresholds
and typing local messages.
Two-inch high letters are easily readable from a 75' distance. Four-inch
high letters are readable from a 125' distance. Seven-inch letters are
readable from 200' away.
- Remote Diagnostics and Support -- Software installation,
custom modifications and program updates are provided using a modem
and our Remote Access program. This enables us to respond instantly
to your requests for program changes. It also simplifies installation
and allows us to respond immediately to any problem you may experience
with your software or hardware.
- Mounting Hardware -- Each Alpha readerboard comes with mounting
- Alpha state of the art LED Signs are solid state and made
in the USA (in Milwaukee, Wisconsin) using only the highest quality
components. Every Alpha LED Sign is subjected to extensive
testing before delivery. Alpha message boards that were sold years
ago are still operational today, and repair and replacement parts
for those units are still available. LED technology provides energy
savings of up to 94% compared to bulb systems, and no bulb replacement
is required. The service life of Alpha LED's is estimated to be 100,000
hours (10 years).
Readerboard to Use?
4000 Series readerboards display one 4.8" line or two 2.1"
lines at a time.
7000 Series readerboards display from one to four lines
at a time. Alpha
9000 Series readerboards display from one to five lines
at a time.
215 and 220C models display one 2" line at a time.
readerboards displays from 4 to 16 lines at a time.
- Alpha Controller -- a Pentium III, Pentium IV, Celeron or
AMD equivalent computer system with 256 MB RAM, high speed Hard Disk
with at least 20 GB capacity, CD-ROM Drive, 1.44 MB Diskette Drive,
two Serial Ports, 56K Modem, Network Interface Card, VGA Color Graphics
Display Adapter and SuperVGA Monitor capable of displaying 1024 x
768 resolution in 32-bit True Color, Mouse, Keyboard, Windows 2000
Professional with Service Pack 3, Internet Explorer 6 with Service
Pack 1 and pcAnywhere 10.5. A new Alpha Controller and its components
may be provided and installed by you or by Alpha-American. Alpha Controllers
ordered from Alpha-American are shipped with all required components
and with Windows operating system software, application software and
support programs and diagnostics pre-loaded.
- User Logins and Passwords must be assigned by the Network
Administrator and Telecom Manager for use by the Alpha Controller.
The Alpha Controller operates as a Supervisor on the Symposium system,
and certain Supervisor privileges are required. Limited read, write
and erase privileges are also required on the LAN and on the Alpha
- RS-485 Network Communications Cable must be run from the
Alpha Controller to the first Alpha LED Sign and from the first
Alpha LED Sign to the next, etc. The cable requirements depend
on how many Alpha LED Signs are needed and how far away from the
Alpha Controller they will be located. Alpha LED Signs may be attached
up to 10,000 feet from the Alpha Controller. The cable used should
be a quality UL listed cable. This cable may be ordered with the Alpha
LED Signs, or it may be purchased locally. Many customers use CAT5
telephone cable. The cabling is connected between RS-485 Network Adapters
(surface mounted or recessed telephone company-type RJ11 modular adapter
jacks or "biscuit" boxes) installed at each Alpha LED Sign and
at the Alpha Controller. The individual Alpha readerboards and the
Converter Box are then connected to the RS-485 Network Adapters using
RS-485 Modular Cables. Additional cabling information is provided
upon receipt of order or upon request.
- Modem Phone Line -- A modem (analog) line and telephone jack
must be installed near the Alpha Controller to connect the Alpha External
Modem. This phone line is used to install the Alpha software and to
modify the software to your exact requirements. It is also used to
troubleshoot problems, if and when problems occur.
- Electricity -- 24 hour electrical wall plugs should be installed
within 6' of each device. Four electrical wall plugs installed within
6' of the Alpha Controller are also required (for the Alpha Controller,
SuperVGA Monitor, and the Transformer for the RS-232/485 Converter
Box. One or two conditioned power strips, or optionally, an UPS (Uninterruptable
Power Supply), plugged into live electrical wall plugs near the Alpha
Controller will usually satisfy this requirement.
- Installation of the Alpha Controller, remote access software,
Alpha software, cabling and all Alpha LED Signs.
What to Order from Alpha-American:
- One or more Alpha LED Signs (readerboards). You have a
choice of displaying both ACD statistics and supervisor messages on
the same readerboard or you can use two readerboards -- one for messages
and one for ACD statistics. If you have a large Call Center, you may
need more than one readerboard for everyone to be able to see a display.
In large service areas, multi-line AlphaVision readerboards are sometimes
required for all agents to be able to see their ACD statistics, depending
on how the agents' desks are situated in the room.
- Sign Connectivity Items -- These items are required to connect
the signs to the Alpha Controller.
- Alpha RS-232 to RS-485 Converter Box ??? Converts information
from RS-232 to a protocol that will travel up to 10,000 feet over
RS-485 Network Cable.
- Alpha RS-232 Type ???A??? Serial Cable ??? Connects Converter
Box to Alpha Controller.
- RS-485 Modular Cable ??? One for each readerboard. Connects
readerboard to Network Adapter
- RS-485 Network Adapter ??? One for each readerboard. Connects
Network Cable and Modular Cable.
- RS-485 Network Cable ??? Connects Converter Box to each
- Alpha Call Center Statistics Display System -- Includes:
- Alpha Call Center Statistics Display System Software
-- connects to your Symposium system via C-LAN, reads and formats
your ACD statistics and messages, and displays the information
on your Alpha readerboards.
- Networking Alpha Signs Manual
and Alpha Call Center System Manual.
- Software support for one year.
- Training assistance by phone as needed.
- Technical and customer support for one year.
- One-year parts and labor depot warranty.
- Alpha Controller -- A correctly-configured, thoroughly-tested
computer system, monitor, and modem with software pre-loaded on the
hard disk drive.
- Turnkey Installation -- We will come to your facility to
install and attach the Alpha Controller and the Alpha LED Signs.
We will work with your facility manager to install the Alpha LED Signs,
and we will work with your telephone specialist to attach the Alpha
ACD Statistics Display System properly to your phone system and to
verify the wiring and connections between the Alpha LED Signs and
the Alpha Controller. When the hardware is installed and operational,
we will train your personnel in the use of the system. Prior to our
visit, you should have electricity, cabling and jacks installed at
the Alpha Controller location and at each Alpha LED Sign location.
- Remote Messaging (via LAN) -- This option allows Supervisors
to transmit messages from their own PC on a LAN to one or more LED
- Display ACD Statistics on LAN PC's -- ACD Statistics may
be displayed in a pop-up window on an Agent or Supervisor's PC screen,
if the PC's are on a network (Windows for Workgroups, Novell, etc.)
and use MS-Windows. To use this option, your LAN administrator must
be involved to install the popup software on agent PCs and to provide
the appropriate network settings and access to the Alpha Controller
by agent and supervisor PCs. Here are three views of the popup screen.
The first shows the update status, the second shows only the statistics,
and the third shows the skillset selection list.
- Extended warranty and technical support contract --
Not required. Service and support are provided at no charge.
The information and availability of hardware and software described
in this brochure are subject to change without notice. Meridian 1, MPDA,
MCA, MAX, and Symposium are trademarks of Nortel. MS-DOS, Windows and
Windows 2000 Professional are trademarks of Microsoft Corporation. Alpha
is a trademark of Adaptive Micro Systems. Pentium and Celeron are trademarks
Call Center System ACD Statistics and Messaging - Symposium
here to display a list
of Alpha Call Center System video demonstrations that may be
For prices, please call Alpha-American Programmable Signs at (800)
223-4636 or use our Request
- 8% California Sales Tax is added to sales of items delivered
in California, unless other arrangements are made.
- Shipping charges are added to each order.
- Submit orders by fax, mail, e-mail or telephone.
- Various terms
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