Statistics Display System for LED Signs
ACD Statistics and Supervisor
revolution! Use colorful Alpha LED message centers in your Call Center
to display real-time ACD statistics, messages and alerts to your
agents. If you have an ACD phone system, we have a display solution!
If your ACD system is not shown, call us!
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.
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
Telephone equipment and personnel are utilized more
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.
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
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,
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
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.
on ACD Calls
on DN 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
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.
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
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
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
Manuals – Two manuals are provided:
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 Neon Design A-Sign, and to ship the item to us for
service. Readerboards are repaired at the Service Center in Milwaukee.
Alpha Controllers are repaired by the Alpha Service Center in CA.
- 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 Neon Design A-Sign. Alpha
Controllers ordered from Neon Design A-Sign 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.
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, Super VGA Monitor, and RS-232/485 Converter
Box power cords. One or two conditioned power strips, or optionally,
an UPS (Uninterruptible Power Supply), plugged into live electrical
wall plugs near the Alpha Controller will usually satisfy this
Installation of the Alpha Controller, remote
access software, Alpha software, cabling and all Alpha LED Displays.
What To Order from Neon Design A-Sign:
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
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
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
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
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
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.
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
- For prices, please call Neon Design A-Sign at (888)
636-6327 or use our Quote Request.
- 7.75% 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 are available.
TO ORDER: BUY ONLINE,
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Toll Free in the USA: 1-888-636-6327
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For More Information
Neon Design A-Sign
26022 Cape Drive,
Bldg. H Laguna Niguel, CA
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is a registered trademark of Neon Design A-Sign, Inc. All rights reserved.