Alpha Call 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 Display (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 Display(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 Display 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

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.

  • Special Effects -- The following Alpha readerboard features may be used in messages:

    • 25 Display Modes -- roll up, roll down, roll in, roll out, roll right, roll left, wipe up, wipe down, wipe in, wipe out, wipe right, wipe left, flash, sparkle, twinkle, starburst, snow, slide, spray, hold, interlock, switch, rotate, scroll and automode.
    • 4 Positions -- top, bottom, middle and fill.
    • Character Settings -- serif, san serif, proportional, fixed, wide, double wide, normal, 5 pixel high, 7 pixel high, 10 pixels high, 15 pixel high, double high, flashing characters, etc.-- are built into the Alpha readerboards to provide variety and interest to messages and to capture the attention of the viewer.
    • 7 Color Settings -- green, amber, red, rainbow 1, rainbow 2, mix and autocolor.
    • International Character Set

  • 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:

    • The Networking Alpha™ Signs manual describes:

      • How one or more signs and the computer are connected.
      • How to change the address of a sign.
      • Various attachment components.
      • Cable wiring diagrams.
      • How to jumper a sign for RS-232 or RS-485 operation.

    You may download this manual at the following Internet address:

    • The Alpha Call Center Statistics and Message Display System manual serves both installation and operational needs.

      • It contains a complete implementation plan, including a convenient checklist for ordering required items from various vendors.
      • It describes: (1) installing the Alpha Controller, (2) connecting the Alpha Modem for remote access, (3) installing the Alpha LED Display(s), (4) cabling and connecting the Alpha LED Displays to the Alpha Controller, (5) cabling and connecting the Alpha Controller to the ACD phone system, (6) setting up Supervisor workstations to use the Alpha Message Editor, and (7) installing the Alpha Popup Window on Agent and Supervisor workstations..
      • It explains how to change thresholds; how to change the queue names and queue titles that are displayed on the readerboards; how to compose messages using the Alpha Message Editor, and how to exit and restart the system.
      • It describes in detail how to use the 25 special display effects, time of day, animations, international characters and other readerboard features.

    This manual is provided to you upon receipt of your Purchase Order or upon request.
  • 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:

  • Alpha Controller -- a Pentium V or 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, Microsoft Windows 2000 Professional with the latest Service Pack, and Internet Explorer 6 with the latest Service Pack. A new Alpha Controller and its components may be provided and installed by the customer or by Alpha-American. Alpha 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.

  • ACD Phone System Interface -- The connection to the phone system may accomplished in a variety of ways, including Supervisor Terminal emulation, direct attachment to a digital port, or via a network interface to the phone switch. This is a dedicated connection, not shared with any other Supervisor. The Alpha Controller reads and formats the same "real time" Call Center statistics that your ACD Supervisor Terminals now display when they are displaying Call Center statistics. "Load Management" and printing of reports are not usually performed at the Alpha Controller.

  • A Supervisor User Login and Password must be assigned for use by the Alpha Controller.

  • RS-485 Network Communications Cable must be run from the Alpha Controller to the first Alpha LED Display and from the first Alpha LED Display to the next, etc. The cable requirements depend on how many Alpha LED Displays are needed and how far away from the Alpha Controller they will be located. Alpha LED Displays may be attached up to 10,000 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 Displays, 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 Display 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. NOTE: An Ethernet Network solution may be substituted for the RS-485 Network solution. Readerboards can be attached using TCP/IP-compatible devices. Both the RS-485 solution and the Ethernet solutions are described in the Networking Alpha™ Signs manual (click to download).
  • Modem 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 components to your exact requirements. It is also used for training, for program maintenance and for troubleshooting problems when they 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 RS-232/485 Converter Box power cords. 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 Displays.

What To Order from Alpha-American:

  • One or more Alpha LED Displays (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.

    • Which Alpha Readerboard Model to Use? -- 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.

      • 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 Displays. We will work with your facility manager to hang the Alpha LED Displays, 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 Displays 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 Display location.

  • Remote Messaging (via LAN) -- This option allows Supervisors to transmit messages from their own PC on a LAN to one or more LED Displays.

  • 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



Search Alpha-American Programmable Signs

Alpha-American Programmable Signs
2445 Morena Blvd, Suite 100, San Diego, CA 92110
Toll-free: (800) 223-4636     E-mail: info@alpha-american.com
Phone: (858) 273-3036     Fax: (858) 273-3040
Copyright © Alpha-American Programmable Signs
Site Map