Statistics Display System
- Rockwell Spectrum -
with Rockwell Spectrum ACD phone systems may use the popular
Alpha LED electronic displays (readerboards) to exhibit ACD statistics
and Supervisor messages to Agents and Supervisors in one or more queues,
agent and application groups. If Supervisors and Agents computers are
on a local area network using Windows NT, 2000, or XP, then Supervisors
may type messages on their computers using a browser screen and Internet
Explorer. The ACD statistics and Supervisor messages display on the
Alpha LED readerboards and, if the feature is installed, on Agent and
Supervisor computer screens.
connectivity options are available for reading real-time and historical
ACD statistics from the Rockwell ACD phone system:
Direct serial connection (via COM1, 2, 3, 4, etc.) between the
Alpha Controller and the Rockwell system.
- Telnet session over the Local Area Network between the Alpha
Call Center System and one or more Rockwell systems.
- The Alpha Call Center System can make ODBC/SQL custom queries
of selected data fields in one or more databases.
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 ACD Call Center
statistics exceed acceptable thresholds.
Center Supervisors are no longer "tied" to their desk watching a
computer terminal. They can use their time more productively, focusing
on agent performance, on problems with customers and on training.
Call Center service levels translate into better customer service
and faster response time to customer requirements.
equipment and personnel are utilized more efficiently.
Center Supervisor and agent communications are improved and are speeded
up. Typed messages can be broadcast simultaneously to all agents in
a Call Center.
Flexibility Since each Alpha LED Sign (readerboard)
is individually addressable, the Alpha Call Center System can
send different combinations of information to each display. Different
sized readerboards can be used in different departments, and each
readerboard can display a different combination of queues and ACD
statistics. Several queues may be displayed on the same readerboard,
and different combinations of queues may be displayed on different
readerboards. Messages may be sent to all readerboards, to specific
groups of readerboards, or to individual readerboards.
Choose Which ACD Statistics Are Displayed Any ACD statistics
may be displayed for each Call Center queue. The Supervisor may choose
which statistics are displayed and the order and font they are displayed
in. Any statistic shown on a Rockwell Agent or Application report
or display screen may be displayed real time on one or more Alpha
LED Signs. Examples of these statistics include:
of Calls Waiting (CW)
Longest Wait in minutes and seconds (LCW)
of Agents logged in (MN)
Number of Available Agents (WT)
on ACD calls (AC)
on DN calls (DN)
not ready (NR)
Total calls received
Example of Rockwell ACD Statistics Display
on ACD Calls
on DN Calls
Rockwell Interfaces -- The Alpha Call Center System will
read and display ACD statistics from multiple reports and connections
to one or more Rockwell ACD systems at the same time. This means
that your Alpha readerboards can show the widest variety of ACD
statistics -- Calls Waiting, Longest Wait, Positions Manned, and
any statistics shown in real-time reports from any Rockwell phone
system on your network.
- The Call Center Supervisor may set Alert Thresholds for each field for
each queue. For example, if the number of Calls Waiting (CW)
reaches 5, or the Longest Call Waiting (LW) exceeds 1 minute, or
Positions Manned (POS) 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 LW 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.
- Audible Alert -- All Alpha readerboards have a built in Audible Alert. 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 queue, the system
can remove the queue from the readerboard and not display ???zero???
ACD statistic values for that queue. 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 in.
- Enter Messages -- Supervisors may enter messages to agents and service
messages using any browser program, such as Internet Explorer. These
messages are typed on any computer on the network with access to
the Alpha Controller. Display effects and animations may be included
in the messages. Supervisor messages may either alternate displaying
with the display of Call Center statistics, or on multi-line readerboards,
messages 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
- Concurrent Operation -- Messages display and Skillset statistics update,
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.
The top section of the Alpha Call Center System screen lists the fields being read from Application and Agent report(s).
queues being monitored are listed.
you want the display to beep on the red threshold?
Interval - how often should beeping recur?
Title - the Queue name abbreviation displayed on
full name of the Queue.
the actual number of calls waiting.
how long (in minutes and seconds) the oldest call has been waiting.
the total number of Agents logged in.
the number of Agents that are ready to take calls and not on calls
or in a Not Ready mode.
the number of Agents in Not Ready mode.
total number of calls that have come in to the queue today.
current Service Level measurement for the Queue.
can right-click on any field in this section to display a dialog box
for setting thresholds and other criteria for each field. Any field
can have incrementing or decrementing thresholds, and Supervisors
can indicate the points where the displayed data change color from
green to amber to red.
section is used to define the Rockwell Application and Agent reports
being read. The Alpha Call Center System can read as many real-time
and/or periodic reports as needed to capture the desired statistics.
The Alpha Call Center System can create new fields from calculations
on existing fields. It can also summarize fields from multiple queues
into fields in a single queue.
The bottom section is used to assign queues to one or more Alpha displays.
Configuration options allow Supervisors to define the queues they
want to monitor on each Alpha display. If more than one queue is assigned
to a display, the queues display one after the other.
Serial Address of the signs the queue will be displayed on.
message(s) that have been sent to the signs are shown here with
their formatting codes.
fonts, and colors for the displayed queue titles are specified
number of field layouts can be defined to accommodate multiple
sign sizes or different Supervisor preferences. Each layout is
called a profile. The number of the profile is typed in this field.
-- The software is covered by a lifetime warranty. If the Alpha
Call Center System software fails in any way, we will fix it
or replace it by modem at no additional charge. The Alpha Controller
and Alpha readerboards are covered by a limited one-year or two-year
warranty, depending on model. If an Alpha readerboard fails, we
will repair it at no charge and return it to you freight prepaid.
When we receive a report that an Alpha readerboard is broken, we
can provide a loaner, if this is required. Typically, you would
take down the broken Alpha LED Sign and ship it to the Adaptive
service center in Milwaukee for repair. If the Alpha Controller
fails, we can provide a replacement machine. It is the customer's
responsibility to ship the broken unit back using the same packing
Controller -- Pentium IV-class Computer System with 256
MB RAM, high speed Hard Disk with at least 20 GB capacity, CD-ROM
Drive, two or more Serial Ports, 56K Modem, Network Interface
Card, Video Adapter and Monitor capable of displaying 1024 x
768 resolution in Full Color, Mouse, Keyboard, Microsoft Windows
2000 Professional, Internet Explorer, and Remote Access software
(for example, Symantec pcAnywhere or VPN access software).
Controllers ordered from Alpha-American are shipped with all
required components and with Windows operating system
software, application software, support programs, and diagnostics
programs pre-loaded. The Alpha Controller and its components
may be installed by you or by our installation staff.
User Login and Password must be assigned for use by the Alpha Controller.
- RS-485 or Ethernet Connectivity:
RS-485 Connectivity is used, then RS-485 twisted
pair 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 4,000 feet from the Alpha Controller.
The cable used should be a quality UL listed cable, such
as Belden 8761. 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 LED Signs and the RS-232 to RS-485
Converter Box are then connected to the RS-485 Network Adapters
using RS-485 Modular Cables.
Ethernet Connectivity is used, then an Ethernet Adapter
must be ordered for each Alpha LED Sign. Several Ethernet
Adapter options are available. Please contact Alpha-American
Programmable Signs for additional information.
cabling information is provided in the Networking
Alpha Signs manual (click to download). This manual
is also provided with your order.
Phone Line -- An analog modem phone line and telephone jack
must be installed near the Alpha Controller to connect the Alpha
Modem. This phone line is used to install and customize the Alpha
software to your exact requirements. It is also used for training,
for program maintenance and for troubleshooting problems when they
24 hour electrical wall plugs should be installed within
6' of each device. Three electrical wall plugs are required for
the Alpha Controller, Monitor, and RS-232/485 Converter Box. A power
strip or a UPS (Uninterruptable Power Supply), plugged into one
electrical wall plug near the Alpha Controller will usually satisfy
of the Alpha Controller, remote access software, Alpha software, cabling
and all Alpha LED Signs.
to Order from Alpha-American:
or more Alpha LED Signs (Readerboards). Some Call Centers
install one readerboard for each queue being monitored. Many Call
Centers display statistics for several queues on a single readerboard.
The Alpha Call Center System will display ACD statistics
and Supervisor messages on the same readerboard or on separate readerboards
??? one for messages and one for ACD statistics. Many Call Centers
require more than one readerboard, so all agents can see a display,
depending on how agents' desks are oriented in the room. Many Call
Centers use multi-line displays to display several queues at once.
Connectivity Items If RS-485 connectivity is being used,
the following items are required to connect Alpha readerboards to
the Alpha Controller:
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
RS-232 Type ???A??? Serial Cable ??? Connects Converter Box to Alpha
Modular Cable ??? One for each readerboard. Connects readerboard
to RS-485 Network Adapter
Network Adapter ??? One for each readerboard. RS-485 twisted
pair cable connects the RS-485 Network Adapters together. An RS-485
Modular Cable is plugged into the Alpha LED Sign and into the
RS-485 Network Adapter for that display.
Network Cable (twisted pair) ??? Connects Converter Box to
each Network Adapter.
Connectivity Items If
Ethernet connectivity is being used, the following items are required
to connect Alpha LED Signs to the Alpha Controller using Ethernet
Ethernet Adapter Kit II ??? Provides an IP address for the
Alpha LED Sign. Connects to the Alpha LED Sign and connects
to a 10 or 100 Base-T Local Area Network.
Ethernet Adapter ??? Alpha Premiere 9000 Series LED Signs
may be ordered with a built-in 10 Base-T Ethernet Adapter. They
will not work on a 100 Base-T network. If you have a 100 Base-T
network, then you should order your Alpha Premiere 9000 Series
LED Sign without the built-in Ethernet Adapter, and you should
order an add-on Ethernet Adapter Kit that operates at 100 Base-T.
Call Center System - Includes:
Call Center System - ACD Statistics and Messaging Display
Software - connects to the Rockwell phone system, reads
and formats ACD statistics and messages, and displays them in
brilliant colors on Alpha readerboards (local or remote) and,
optionally, in an Alpha Popup display on Agent and Supervisor
Alpha Signs Manual and Alpha Call Center System
software technical and customer support.
assistance by phone as needed.
parts and labor depot warranty on hardware.
-- A correctly-configured, thoroughly-tested computer system, monitor, and modem with software pre-loaded on the hard disk drive.
-- Supervisors may transmit messages from their own computer over
the LAN to one or more Alpha LED Signs.
ACD Statistics -- ACD Statistics may be displayed in a pop-up
window on Agents' and Supervisors' computer screens, if the computers
use Windows 98, Windows NT, Windows 2000 Professional, or Windows
XP and are on a network (Windows, Novell, etc.). To use this option,
your LAN administrator must install the Alpha Popup software on Agent
computers and provide the appropriate network settings and access
to the Alpha Controller by Agent and Supervisor computers. 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
with Title Bar Showing Last Update
with Title Bar Suppressed
with Configuration Display
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.
Programming -- Upon request, we will provide an estimate
for custom modifications to the Alpha Call Center Statistics
and Message Display System.
Call Center System - ACD Statistics and Messaging - Rockwell Version
here to display a list
of Alpha Call Center System video demonstrations.
prices for each of the components of the Alpha Call Center System
are provided in the printed document (see Literature above).
For readerboard prices, please call Alpha-American at (800) 223-4636
or use our Request
California Sales Tax is added to sales of items delivered in California,
unless other arrangements are made.
charges are added to each order.
orders by fax, mail, e-mail or telephone.
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