Software
AlphaCall Center Statistics Display System
Convenient
and Automatic – Call Centers with ACD phone systems may use
the popular Alpha programmable LED readerboards to display ACD
Call Center statistics and Supervisor messages to Agents and Supervisors
in one or more queues, splits, skillsets or application areas. If Supervisors
and Agents PC's are on a local area network using a Windows® platform
(95, 98, NT, 2000, XP), then Supervisors may type messages optionally
on their own PC using a browser screen and Internet Explorer.
The ACD statistics and messages display on the Alpha LED readerboards
and optionally on Agent and Supervisor computer screens.
Several
connectivity options are available for reading real-time and historical
ACD statistics from ACD phone systems:
-
Direct
serial connection (via COM1, 2, 3 or 4) between the Alpha system
and the ACD phone system.
-
Direct
connection between short haul digital data modems connected to the
ACD phone system and the Alpha system.
-
Telnet
session over the Local Area Network between the Alpha system and
the ACD phone system.
-
The
Alpha system will also report ODBC/SQL custom queries of selected
data fields in one or more databases.
-
Data
fields may be read and displayed by interrogation via TAPI or TSAPI
interface provided by certain systems vendors.
-
Data
can be gathered by field selection within terminal emulation using
DDE.
Benefits:
- 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 ACD
Call Center statistics exceed acceptable thresholds.
- Call 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.
-
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.
Page
Shortcuts:
Features:
- Display Flexibility -- Each Alpha LED Sign (readerboard)
is individually addressable. This provides tremendous flexibility
in specifying which ACD statistics, Supervisor messages and queues
display on each readerboard. 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
- Select Which ACD Statistics Are Displayed -- Any statistic
displayed in your ACD system may be displayed on the Alpha LED Sign(s).
Typically the following statistics are available for each Call Center
group (queue, skillset, application area, split, etc.):
- Number of Calls Waiting
- Longest Call Waiting in minutes and seconds
- Available Agents or Agents in a particular status
- Agents Not Ready
- Agents on ACD Calls
- Agents on Outbound DN Calls
- Total Calls
- Service Level
- and many other fields
The Call Center Manager may specify which ACD fields display and
the arrangement, font and color of the statistics fields on the
readerboards. The following graphic illustrates a typical two-line
Alpha LED Sign displaying 26 characters (and spaces) of ACD statistics.
When ACD statistics for multiple queues are displayed on a single
readerboard, the ACD statistics display for one queue at a time,
holding for one or two seconds per queue.
Typical ACD Statistics Display
cellpadding=0>
| Where:
|
CW=Calls
Waiting |
MN=Agents
Manned |
| |
LCW=Longest
Call Waiting |
WT=Agents
Waiting |
| |
AC=Agents
on ACD Calls |
DN=Agents
on DN Calls |
| |
NR=Agents
Not Ready |
AB=Abandoned
Calls |
- Alert Thresholds -- The Call Center Supervisor may set multiple
Alert Thresholds 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 (MN) 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 settings
(see Demonstrations for more
info). 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 be set to blank the readerboard display 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.
- User Friendly -- The Alpha Call Center Statistics and Message 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.
-
Display
Messages -- Supervisors may enter messages to Agents and service
messages. These messages are typed on the Alpha Controller keyboard.
An optional feature allows the messages to be typed on a Supervisor's
PC. 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 additional
software as well as network connectivity.
-
Message
Editor in Browser -- Message composition and transmitting is
done using a browser, such as Internet Explorer, Netscape or Mozilla.
The following screens show the Alpha Message Editor and its drop-down
menu feature.
-
Animations and Clock -- Most Alpha readerboards have nine
pre-programmed animations built in -- fireworks, cherry bomb, slot
machine, welcome and thank you, etc. -- and they all have a built
in real time clock. The animations and the time of day may be used
in your messages. NOTE: The Alpha 7000 and AlphaVision readerboards
do not have built in pre- programmed animations; these models are
designed for custom animations.
- Concurrent
Operation -- Messages display and queue statistics update, even
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.
- Remote Diagnostics and Support -- Software installation,
custom modifications and program updates are provided using a modem
and the pcAnywhere??? 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.
- Manuals -- Two manuals are provided:
- Warranty
-- The software is covered by a lifetime warranty. If the Alpha
Call Center Statistics and Message Display 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 the device.
If an Alpha readerboard fails during the warranty period, we will
repair it at no charge and return it to you freight prepaid. When
we receive a report that an Alpha readerboard or Alpha Controller
is broken, we can provide a loaner, if one is required. It is the
customer's responsibility to disconnect and take down the Alpha LED
Display or Alpha Controller, to obtain an RMA number from Alpha-American,
and to ship the item to us for service. Readerboards are repaired
at the Adaptive Micro Systems Service Center in Milwaukee. Alpha Controllers
are repaired by the Alpha-American Service Center in San Diego.
Required
Items:
-
One
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 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.
- Alpha
4000 Series readerboards display one 4.8" line or two 2.1"
lines at a time.
- Alpha
7000 Series readerboards display one 7.2" line or two 3"
lines or three 2.1" lines or four 1.5" lines at a time.
- Alpha
9000 Series readerboards display one 9.6" line or two 4.5"
lines or three 3" lines or four 2.1" lines or five 1.5"
lines at a time.
- Alpha
215 and 220 models display one 2" line at a time.
- Alpha
300 Series readerboards display one 3" line at a time.
- The
Alpha Big Dot displays one 4" line at a time.
- AlphaVision
readerboards display from four to sixteen 2.1" lines at a
time. Other character sizes can also be used.
-
Display
Connectivity Items – The following RS-485 items are required
to connect Alpha readerboards to the Alpha Controller in an RS-485
Network:
- Alpha
RS-232 to RS-485 Converter Box -- Converts RS-232 to RS-485
protocol, allowing readerboards to be as much as 10,000 feet away
from the Alpha Controller, connected with RS-485 Network Cable.
- Alpha
RS-232 Type "A" Serial Cable ??? Connects the Converter Box
to the Alpha Controller.
- RS-485
Modular Cable -- One for each readerboard. Connects the readerboard
to the RS-485 Network Adapter
- RS-485
Network Adapter -- One for each readerboard. Connects the RS-485
Network Cable and the RS-485 Modular Cable.
- RS-485
Network Cable -- Connects the Converter Box to each RS-485
Network Adapter.
- Alpha
Call Center System –
Includes:
- Alpha
Call Center Statistics and Message Display System software
– connects to the ACD 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 workstations.
- Networking
Alpha™ Signs manual and Alpha Call Center
Statistics and Message Display System manual.
- Lifetime
software technical and customer support.
- Training
assistance by phone as needed.
- One-year
parts and labor depot warranty on hardware.
- Alpha
Controller
-- A correctly-configured, thoroughly-tested computer system, monitor,
and modem with software pre-loaded on the hard disk drive.
Options
Available:
-
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 hang the Alpha LED Signs,
and we will work with your telephone specialist to attach the Alpha
Call Center Statistics and Message Display System properly to
your phone system and 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 Signs.
 <
- Display
ACD Statistics on LAN PC's -- ACD Statistics may be displayed
in a pop-up window on Agent and Supervisor's PC screens, if the PC
workstations are on a network and use Windows. To use this option,
your LAN administrator must install the Alpha Popup software on the
Agent workstations and provide the appropriate network settings and
access to the Alpha Controller by Agent and Supervisor workstations.
Here are three views of the popup screen. The first view is the Popup
screen with a title bar showing update status. The second view shows
the Popup window with statistics and no title bar. The third view
shows the Popup with the queue selection pick list.
Popup
with Title Bar Showing Last Update
Popup
with Title Bar Suppressed
Popup
with Configuration Display
- Custom
Programming -- Upon request, we will provide an estimate for custom
modifications to the Alpha Call Center Statistics and Message Display
System.
Literature:
Alpha
Call Center Statistics and Message Display System
Demonstrations:
Click
here to display a list
of Alpha Call Center System video demonstrations that may be
viewed.
Ordering
Information:
- The
prices for each of the components of the Alpha Call Center Statistics
and Message Display System are provided in a printed document
(see Literature above). For Alpha readerboard prices, please
call Alpha-American at (800) 223-4636 or use our Request
Form.
- 7.75%
California Sales Tax is added to sales of items delivered in California,
unless other arrangements are made.
- UPS
shipping charges are added to each order.
- Submit
orders by fax, mail, e-mail or telephone.
- Various
terms are
available.
Copyright and Disclaimer
Notices
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