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Description  |
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TECHNICAL FIELD
This invention relates to an operations monitoring system for dynamically
assessing the productivity and effectiveness of operators working at an
automated outbound calling task. More particularly, it relates to systems
which allow the system supervisor to visually evaluate operator and system
performance quickly and in near real time.
BACKGROUND OF THE INVENTION
Computer systems are widely applied to a variety of tasks in today's
increasingly computerized business environment. In particular, over the
past several years, computerization has found its way into outbound
telephone calling operations through the introduction of systems intended
to acquire live contacts for telephone operators without requiring them to
spend the necessary time to dial telephone calls and listen to
non-productive call results such as busy signals, no answers, and
answering machines.
A major limitation of computerized telephone equipment has been the
inability to display the information for a supervisor so he is able to
determine the effectiveness and efficiency of the equipment and the
operators on line. Most equipment provides for some visual display of
information, usually in tabular form though sometimes in graphical form.
Printed results after completion of the calling day are also generally
available. But the ability of a non-technical supervisor to assimilate
this information and act on it has been limited by display techniques
which make it difficult to monitor the information which is of most
concern to them while it is actually happening.
The nature of human effectiveness at any task dictates that corrective
instructions to human operators engaged n a calling task is best done as
close as possible to the time the task is performed. The nature of large
system installations dictates that a supervisor be able to review the
progress of an operation at the overview level as well as the detail level
to provide the sort of corrective action that is needed. It is desirable
for a supervisor to be able to identify global problems and then zero in
on them in a simple fashion. It should also be possible for the supervisor
to modify the parameters of that review as necessary. The present
invention fulfills these needs, and further provides other related
advantages.
SUMMARY OF THE INVENTION
The present invention resides in a monitoring system for a user to monitor
a telephone management system having a call accounting file maintained on
a realtime basis with raw accounting data. The monitoring system includes
data acquisition means for reading and interpreting the raw calling
account data from the call accounting file. The data acquisition means
includes means for periodically reading the raw accounting data from the
call accounting file to have near real time call accounting data for
processing. The data acquisition means also includes means for converting
the raw call accounting data read from the call accounting file to
statistics about call operation of the telephone management system which
are meaningful to the user.
The monitoring system of the present invention includes display management
means for querying the data acquisition means as needed to respond to user
requests for selected call accounting data containing near, realtime call
accounting data. The monitoring system also has means operable by the user
for selectively requesting the display management means to present
selected call accounting data which contains near realtime call accounting
data.
Also included are means for transferring user requests for selected call
accounting data from the display management means to the data acquisition
means, and for transferring the selected call accounting data from the
data acquisition means to the display management means. The monitoring
system has means for presenting to the user the selected call accounting
data provided by the data acquisition means to the display management
means.
The means for presenting the selected call accounting data includes a
visual display device, and the display management means formats the
selected call accounting data for graphical presentation on the visual
display device. The display management means selects from a plurality of
graphical displays for the selected call accounting data, with the
particular graphical display being selected by the display management
means based upon the particular call accounting data selected by the user.
The means operable by the user allows the user to alternately select call
accounting data on a single telephone operator using the telephone
management system and call accounting data on all telephone operators
using the telephone management system for a selected job being run on the
telephone management system. The means operable by the user also allows
the user to select call accounting data on a selected job being run on the
telephone management system from a plurality of jobs being simultaneously
run on the telephone management system.
The means operable by the user further includes means to alter the formats
used by the display management means for the selected call accounting
data. As such, the user can tailor the formatting of the selected call
accounting data presented on the visual display device to suit the user's
management needs. The means operable by the user includes means to alter
the graphical displays used for the selected call accounting data on the
visual display device.
In a preferred embodiment of the invention, upon initial startup of the
monitoring system, the data acquisition means automatically reads the raw
accounting data available from the call accounting file to establish
initial call accounting data for processing prior to receiving a query for
selected call accounting data from the display management means. The data
acquisition means periodically reads the raw call accounting data from the
call accounting file without interfering with the operation of the
telephone management system. As such, a user of the telephone management
system will be unaware that the monitoring system is in operation.
The present invention satisfies the need for real time information on
telephone calling systems use to supervisors beyond simply providing
information in simple tabular form. The present invention uses current
thinking on interface technology to creating a series of displays which
can be controlled by the supervisor using the invention to show the
information he most needs in easily assimilated form. The supervisor may
select which display is most useful and configure the operating parameters
of the display in a simple and direct fashion.
The invention integrates information about a telephone calling system's
operations into an icon driven, graphical display system which is directly
responsive to real time requests for information about calling system
progress.
Other features and advantages of the invention will become apparent from
the following detailed description, taken in conjunction with the
accompanying drawings.
BRIEF DESCRIPTION OF THE DRAWINGS
FIG. 1 is a block diagram of the system components of the present,
invention shown for use with a Voicelink inbound/outbound call management
system.
FIG. 2 is a startup display used by the invention.
FIG. 3 is a Voicelink login display used by the invention.
FIG. 4 is an overview display used by the invention.
FIG. 5a is a partial flowchart of the data collection module of the
invention.
FIG. 5b is a partial flowchart of the data collection module of the
invention.
FIG. 6 is a flowchart of the operator module of the invention.
FIG. 7 is a help window display used by the invention.
FIG. 8 is a help directory display used by the invention.
FIG. 9 is a single operator display used by the invention.
FIG. 10 is an all operator display by the invention.
FIG. 11 is a single job display used by the invention.
FIG. 12 is a configuration display used by the invention.
FIG. 13 is an automatic update timing display used by the invention.
FIG. 14 is an all operator code number selection window used by the
invention.
FIG. 15 is an all operator code meaning selection window used by the
invention.
FIG. 16 is a release code numbers window used by the invention.
FIG. 17 is a release code ID window used by the invention.
FIG. 18 is a print window used by the invention.
DETAILED DESCRIPTION OF THE INVENTION
As shown in the drawings for purposes of illustration, the present
invention is embodied in an operations monitoring system, indicated
generally by reference numeral 10. FIG. 1 shows a block diagram of the
major components of the monitoring system 10 connected to a Voicelink
system 12. The Voicelink system 12 is an inbound/outbound call management
system sold by Digital Systems International of Redmond, Wash. The
Voicelink system interfaces to host computer systems, builds calling
programs, and manages them for outbound calls and integrates inbound
calling operations within the same environment. It can manage multiple
jobs simultaneously and provide real time response to telephone operators
and their supervisors.
The Voicelink system provides monitoring of system operation through a Job
Monitor system internal to the Voicelink system. This program provides
supervisors with information regarding system performance on the least
common denominator ASCII TTY terminal which is standard on the Voicelink
system. The monitoring system 10 of the present invention taps into the
information generated by the Voicelink system to provide an alternate,
more human oriented monitoring interface which takes advantage of the
benefits of direct graphical displays and advances in small computer
power.
In the illustrated preferred embodiment of the invention, the monitoring
system 10 is resident in part on a Macintosh computer manufactured by
Apple Computer, Inc., and in part on the computer of the Voicelink system
12. The Macintosh computer comprises a display platform 14 of the
monitoring system 10 and contains the software programs that control the
video monitor configuration and displays of the monitoring system. The
computer of the Voicelink system 12 contains an interface program that
comprises a system monitor 16 of the monitoring system 10 and supplies
information on jobs currently running on the Voicelink system, as well as
information on the operators logged onto the telephone dialing system. The
monitoring system 10 includes monitoring software which monitors the
operation of the Voicelink system 12 and display software which presents
an operator-oriented view of the Voicelink system operation.
The system monitor 16 reads information from the Voicelink system 12 event
tables and maintains an internal status of the current state of the
Voicelink system. Internal tables record information on the following:
______________________________________
JOBNAME Name of a system job.
STATNAME Name of the statistics data file for
the job.
LISTNAME Name of the calling list file for an
outbound calling job.
JOBNUM Uniquely assigned serial number used
by the Voicelink system.
JOBACTIVE Flag indicating job's current state as
active or inactive.
JOBSTAT Current job status as CALLING,
SUSPENDED, SETUP.
STARTDATE Date the job started.
STARTTIME Time the job started.
FIRSTCALL Time of the first telephone call.
UPDTIME Time of last data update.
NCALLS Number of calls processed by the job.
RECALLS Number of recalls placed because of
busy or no answer conditions.
OPCALLS Number of calls which were handled by
operators.
CALLRESULTS Vector of all final status codes for
calls indicating user specific
classification of telephone call
results.
TIMESTATS Vector of telephone call timers
averaged over all calls.
______________________________________
Internal State Information
The same information is also kept on an operator-by-operator basis so that
a breakdown of operator performance data can be provided as well as job
performance data. This activity continues on an interrupt basis constantly
while running.
As an asynchronous activity, the system monitor 16 provides a serial
interface for the Voicelink system 12 with the outside world. This
interface will accept queries from a remote computer system such as the
display platform 14 which request information about the state of the
Voicelink system itself from the internal tables kept by the system
monitor. The commands available at this interface are:
______________________________________
UPDATE Send a data vector.
EXIT Exit the system monitor.
CONFIG Set an internal configuration.
WHO Check for logged in operators.
QUERY Query for status information.
STATUS Status of internal configuration.
SNDKEYS Send keystroke configurations
for existing job.
______________________________________
Commands Available
The system monitor 16 can be accessed by a variety of communication paths
from a remote monitoring station where a user operates the display
platform 14. This can include a direct serial connection (where a physical
wire connects the display platform 14 at the monitoring station and the
system monitor 16 at the location of the Voicelink system 12), a dialup
connection through the telephone network (where a modem can be used to
establish the connection between the system monitor and the display
platform), or through a computer network (such as an Ethernet system).
Communications through this channel are serial and command oriented The
display platform 14 requests specific information it needs by giving a
command to the system monitor 16. The system monitor responds with the
required information or a message if the information requested is not
available. The messaging used is terse to keep communications to a
minimum, but it is human readable for easy error checking and debugging.
On the display platform 14, a serial interface 18 provides background
communications with the Voicelink system 12. All communications take place
in the background, unseen by the user of the Voicelink system. This
interface responds to commands from a display management system 20,
resident on the display platform computer, which controls all interaction
with the user of the monitoring system 10. A Macintosh computer is used in
the monitoring system described herein, but this is not essential and
other computers may be used.
The display management system 20 creates the visual look of the monitoring
system 10 as a series of six basic displays plus additional windows which
come up as needed during the interaction with the Voicelink system 12. It
also manages interaction with the user of the monitoring system, accepting
input from the keyboard or mouse, and taking appropriate action based on
this input. This interface is a "point and shoot" type interface,
controlled by a pointing device such as a mouse which allows a user to
select his desired target and simply click the mouse button to get current
information.
FIG. 2 shows the initial startup screen display of the monitoring system
10. A window requests system connection information using the serial port
of the monitoring system as either a DIRECT connection (used for direct
wiring or network connections), or as a DIALUP (used when the Voicelink
system to be monitored is remote and the connection is via modem). The
user selects the proper communication type which causes the display to
automatically select the normal parameters for such a communication (1200
baud connection speed for a modem, 9600 baud for a direct connection). If
the user accepts these parameters, he can choose the "OK" option and
proceed, otherwise he can point at any alternate parameter to select it
(e.g., the 4800 baud modem connection). If the connection is through a
modem, the monitoring system will require a telephone number to be input
prior to proceeding.
Once the configuration method is determined, the display changes to FIG. 3,
the Voicelink Login display. This display is used to inform the user of
the status of the attempt to connect to the remote Voicelink system, which
might take several minutes in the case of a Voicelink system connected by
telephone due to network delays and routing. A small visual terminal icon
is used to show the status of the connection to the desired Voicelink
system.
Once the actual connection is made and the display has established
communication with the system monitor 16 on the selected Voicelink system
12, the monitoring system 10 sends any necessary configuration commands
for automatic update frequencies and display modes, and then proceeds to
the Overview display shown in FIG. 4. The Overview display shows the
following elements:
______________________________________
TERMINALS: Terminal icons represent physical
terminals connected to the Voicelink
system 12.
VOICELINK: A system icon represents the physical
Voicelink system itself.
QUESTION MARK:
A help system trigger calling for
information about this display screen.
APPLE MENU: A support menu giving access to help
information, information about the
program, and additional background
programs not related to the present
invention.
FILE MENU: A support menu allowing the user to
change Voicelink systems, connect or
disconnect from the present system, or
quit operation all together.
CONFIG MENU: A support menu allowing the user to
change the configuration of the
display management system 20.
______________________________________
As shown in FIG. 4, the terminal display elements are arranged in simple
rows as a standard procedure, but may be presented in a floor layout
option by editing the display screen without affecting the functionality
of the invention itself.
Operations on each of these elements and resulting displays are discussed
in more detail below. As will be described, different screens show data
gathered by the monitoring system in response to system operations.
FIGS. 5a and 5b are flow charts showing the basic operation of the system
monitor 16. The system monitor starts in response to a command from the
monitoring system 10. It is started by the display management system 20
first passing a standard security login procedure to the underlying
Voicelink system 12 as would any connection by a live operator. In
response to a successful login, the system monitor is started.
On startup, the system monitor 16 initializes its operation by first
looking through the Voicelink system 12 and determining the current state
of the Voicelink system. It determines the identities and characteristics
of all jobs then running and reads their event statistics files to
determine the current state of each job and its operators. Once the system
monitor has determined the current state of the Voicelink system, it
stands ready to answer queries from the display platform 14. The system
monitor places itself into a query mode, and waits for questions.
While in the query mode, the system monitor 16 also works on an interrupt
basis causing it to go back and update its internal tables of information
about the progress of jobs on the Voicelink system. Interrupts may occur
at any time or periodically force the system program to update current
status information.
Queries received by the system monitor 16 are handled by assembling the
requested information from the tables and transmitting the information to
the display platform 14 from which the query was received.
FIG. 6 is a flow chart showing the user side of the monitoring system 10 on
the display platform 14. On the user side, the monitoring system will
start up and first request connection information. Once connection
information is supplied and errors checked, the monitoring system will
complete the appropriate connection and then proceed to update its own
display information and show an initial Overview display (see FIG. 4).
This update only takes into account the presence of operators on the
Voicelink system and whether jobs are presently running. From this point,
the display system slips into a similar command driven style of interface,
waiting for the user to request information. It also has a periodic update
interrupt which causes the display platform to request fresh information
from the system monitor 16 for the current display.
The user, using the mouse as a pointing device, selects the desired
information or branches to another display, and the display platform will
request the appropriate information and display it. The description below
gives the detailed procedures used for this operation. The procedures are
described using a Macintosh computer and the Voicelink system presently
sold by Digital Systems. The monitoring system 10 of the present invention
is also usable with inbound/outbound call management systems of other
manufacturers. It is further noted that while the displays with system
performance information are described as appearing on the computer monitor
screen, the information could be presented in other manners such as
projected on a large screen or provided aurally to the user using a speech
synthesis program.
Starting The Monitoring System
The monitoring system 10 can be located directly on the desktop display of
the Macintosh computer, placed on the hard disk, or placed in another
folder of the user's choosing. This provides a flexible environment with
respect to the location of the monitoring system.
The following steps are taken to start up the monitoring system, which is
initially installed on the hard disk:
1. The user turns on power to the Macintosh computer. The system powers up
to the basic desktop
2. The user accesses the monitoring system. For example, the user finds the
monitoring system icon located on the hard disk identified as the
Productivity icon on the screen appearing on the computer monitor. He then
points to the productivity icon and clicks the mouse button twice. A
window showing items on the hard disk will be displayed.
3. The user then points to the monitor icon and he double-clicks the mouse
button to start the monitoring system. The monitoring system Startup
screen displays on the computer monitor, as shown in FIG. 2.
This screen allows the user to choose between a direct line hookup with his
Voicelink system or a dialup to the Voicelink system. It also allows the
user to set the appropriate Baud rate for his hookup. The dialup
connection is used only when a separate modem is connected to the
Voicelink system for use with this system and a modem is connected to the
Macintosh computer.
For purposes of illustration, a direct hookup to Voicelink using a 9600
Baud rate is used, as shown in FIG. 2.
4. The user points to the "OK" option and clicks the mouse button twice.
The monitoring system initiates a login to the user's Voicelink system,
displaying the Voicelink Login screen, as shown in FIG. 3.
If the login fails, the monitoring system tells the user it could not
complete the connection and returns him to the Startup screen (FIG. 2).
The user can either repeat the startup process or select the "Cancel"
option to quit.
When logging in is complete, the monitoring system displays the Overview
screen, as shown in FIG. 4.
The Overview screen gives the user an immediate update on operator and job
status. When the screen is displayed, the monitoring system immediately
updates each calling operator work station on the user's Voicelink system
(represented on the screen by a terminal icon). Operators logged onto the
Voicelink system are identified by name on their terminal icon. A black
terminal icon indicates the terminal is not in use. An "A" in the terminal
icon indicates the operator is active on a job. An "I" in the terminal
icon indicates an operator is logged on to Voicelink but inactive with
respect to all current jobs. After each terminal has been updated, the
screen displays the names of current jobs. A globe icon stops rotating
when the update process has been completed.
How to Use the Overview Screen
The Overview screen is the hub of the monitoring system. From this display
the user can access statistics on single operators or single jobs. He can
also change the setup of the computer monitor using the pull-down "Config"
menu. He can print statistical displays using the pull-down "File" menu.
And, he can exit the monitoring system using the pull-down "File" menu.
The following list describes the key tasks the user can perform from the
Overview screen:
Update the Overview
Using the mouse, the user points to the Voicelink icon and then clicks the
mouse button. The computer monitor updates the display for each terminal
and operator as well as jobs currently running.
Display a Quick Operator Summary
Using the mouse, the user points to the operator's terminal icon and then
clicks the mouse button once. The computer monitor displays a quick
summary of operator statistics. For more detail, see the discussion that
follows called Using the Quick Operator Display.
Display Detailed Operator Statistics
The user points to the operator's terminal icon. He holds the Shift key
down and clicks the mouse button on the terminal icon. The computer
monitor displays a statistics screen on the operator. For more detail, see
the discussion that follows called Using the Single Operator Display.
Display All Operator Statistics
The user points to the Voicelink icon. He then holds down the Option key
and clicks the mouse button. The user then selects the job he wants from
the jobs listed in the window. For more detail, see the discussion that
follows called Using the All Operator Display.
Display Single Job Statistics
The user points to the Voicelink icon. He then holds down the Shift key and
clicks the mouse button. The user then selects the job he wants from the
jobs listed in the window. For more detail, see the section that follows
called Using the Single Job Display.
Change the Configuration
The user points to the "Config" menu and holds the mouse button down to
display the Configuration menu. For more detail, see the discussion that
follows called Setting System Configuration.
Print Displayed Information
The user points to the "File" menu and holds the mouse button down to
display the File menu. The user then pulls the mouse button down to
"Print" and releases it to print a copy of the screen. For more detail,
see the discussion that follows called Printing Screen Displays.
Exit the Monitor
The user points to the "File" menu and holds the mouse button down to
display the File menu. The user then pulls the mouse button down to "Quit"
and releases it. The computer monitor returns the user to the Startup
screen (FIG. 2). The user can then select the "Cancel" option to exit the
monitoring system. It is noted that both the "File" and "Config" menus are
accessible on other monitor display screens.
Getting Help
Online help is available throughout the monitoring system. Help information
comes to the user in three different ways:
Help on the current display
Context-sensitive help on monitor functions
Help directory listing help screens by subject
Help on the Current Display
The user points to the "?" option in the lower right part of any screen
(for example, see FIG. 4) and clicks the mouse button. The computer
monitor displays a Help Window like the one shown in FIG. 7.
The user can use his mouse button on the right side bar of the window to
scroll up and down the help information. To close the help window, the
user points to the open square in the top left corner of the window and
clicks the mouse button.
Context Sensitive Help
The user points to any icon or functional area on the screen. He then holds
down the Apple key of the computer and clicks the mouse button. The
computer monitor displays a help screen with specific information on the
screen function he has selected. When no help information exists for the
item or area pointed to, the monitoring system displays the Help Directory
listing, with the subjects covered by online help screens.
Help Directory
The user uses the mouse to point to any open space. He then holds down the
Apple key of the computer and clicks the mouse button. The computer
monitor displays the Help Directory, as shown in FIG. 8.
The user then uses the mouse to scroll through the directory and select the
help subject desired. He then clicks the mouse button on the desired
subject to display help information. A click on the box in the top left
corner of the window returns the user to the monitor display screen.
Using the Quick Operator Display
Using the Quick Operator display will provide the user with a rundown of
the basic operator statistics available from the Voicelink system. It
allows him to view in an abbreviated form statistics on operator time
spent on their present job. More detailed information is available by
using the Single Operator Display discussed hereinafter.
The terminal icons identify the operators logged onto the Voicelink system
and who have joined jobs. The operator's name is displayed below the icon.
To access the Quick Operator display, the user points to the icon and
clicks once. A small window opens and displays information, such as shown
below:
______________________________________
Operator: MKD
Terminal: /dev/tty6
Logon Time: 10:31:04
Job: SMI6
Last Update: 15.52.59
# of Connects: 391
# of Teleplus: 61
______________________________________
The following list describes the information supplied on the Quick Operator
display:
______________________________________
Field Description
______________________________________
Operator: Displays operator name or
system ID (e.g., operator
initials).
Terminal: Identifies the physical
terminal location.
Logon Time: Shows time, based on a 24-
hour clock, that the
operator logged onto the
Voicelink system.
Job: Displays the name of the job
the operator is currently
working.
Last Update: Indicates the time, based on
a 24-hour clock, when the
screen was last updated.
# of Connects: Shows the number of total
connects made by the
operator since logging onto
the Voicelink system.
# of Teleplus: Shows the number of connects
made for the release code
specified in the monitoring
system configuration. The
monitoring system highlights
one release code, selected
by the user, and displays
results on that code for all
operators. More information
is provided in the
discussion on Setting System
Configuration.
______________________________________
To display the full Overview screen again, the user clicks the mouse button
once and the window disappears.
Using the Single Operator Display
The Single Operator display provides the user with a complete view of an
operator's statistics in a simplified form. Two charts are used to help
evaluate the operator's performance in realtime during a job. This
information must be understood to be realtime information only. It will
appear only while the job is running and will be discarded when the job is
complete.
The following procedure is used to access the Single Operator display:
1. The user points to the terminal icon for the operator he wishes to
display.
2. The user holds the SHIFT key of the
If computer and clicks the mouse button on the terminal icon. this is done
for a terminal which is shown as OFFLINE or for an operator who is not
presently signed on to a job, the following message is provided:
"Operator is not logged onto a job."
The monitoring system displays the Single Operator display screen, as shown
in FIG. 9. When the display appears, the various data fields begin to
display information about the operator extracted from the Voicelink
system. Next, the operator's bar chart fills in to show the operator's
calling results across six selected release codes. Finally, the operator's
productivity chart updates to show the use of the operator's time on the
system.
It is noted that the Overview screen can show an operator active (indicated
by the letter "A" in the terminal icon) on a job who has quit that job
since the last update. When this happens, the computer monitor provides
the message:
"No Data Available"
The user can click the mouse button on the "OK" option to return to the
Overview display and select another operator.
Each display of the Single Operator Display which the user views identifies
the operator selected by name or system ID. Blocks of different types of
statistical information appear on the display, such as shown in FIG. 9.
The Release Code Bar Chart in the center of the screen of FIG. 9 shows the
number of times the operator has released records using the selected code.
Each code is documented beneath the chart in three ways:
A three-digit number shows the number of times the release code has been
used.
A pattern block identifies the specific bar used to represent the code on
the chart.
A two-digit number shows the actual release code number.
The chart is automatically scaled to fit the window.
The user can control the release codes displayed through the "Tables"
option on the "Config" menu. The user can change the release codes as
needed to meet his ongoing requirements for monitoring operator
performance on a given job.
The user can see the definition for each release code by pointing to the
code number at the bottom of the screen and clicking the mouse button. A
small explanation box pops up containing a short explanation for the
release code.
The operator's productivity chart in FIG. 9 shows the time spent by the
operator in three activities:
Online with a customer (With Customer)
Updating the data record (Record Time)
Waiting for calls (Wait)
These three activities taken together comprise 100% of the operator's time
on any given job. The pie chart shows the distribution of these times and
so gives a measure of the operator's performance on the Voicelink system.
Evaluating these times to achieve best operator performance depends heavily
on the installation and the job in progress. Large amounts of operator
waiting time can indicate tuning problems in running the Voicelink system.
It may mean that the system has too many operators online or that the job
is not using a high enough IDA value (an intelligent dialing algorithm
used by the Voicelink system to determine the strategy by which outbound
calls are arranged), and thus is not being very aggressive in pursuing the
calling mission.
The left side of the Single Operator Display of FIG. 9 provides the user
with the following statistics:
______________________________________
Field Description
______________________________________
Connect Statistics
Avg/Hr: Average connects per hour on
the current job.
Total: Total connects the operator
has made on the current job.
Talk Time
Seconds/Call: Average talk time per call
expressed in seconds.
W/Customer: Total time with all
customers expressed in
hours.
Record Management
Seconds After Call:
Average time on record after
call expressed in seconds.
W/Record: Total time with all records
expressed in hours.
______________________________________
The right side of the Single Operator Display of FIG. 9 provides the user
with the following information:
______________________________________
Field Description
______________________________________
Date: The current date.
Login Time: The time the operator joined
the job shown on a 24-hour
clock.
Current Time: The current system time.
Hours Online: The number of hours on the
job.
______________________________________
After the screen has generated its statistics, it remains static to allow
the user whatever time he needs to evaluate the information on the screen
and, if a printer is attached, to print it.
Updates occur to the screen only on command. The user must point to the bar
chart in the center of the screen and click the mouse button. The display
updates all information again as it did when it first displayed on the
computer monitor
To leave the display and return to the Overview screen, the user points to
the Voicelink "V" symbol in the upper left corner and clicks the mouse
button.
Using the All Operator Display
The All Operator display provides a complete view of one job's statistics
in a simplified form. This information must be understood to be realtime
information only. It appears only while the job is running and will be
discarded when the job is complete.
The following procedure is used to access the All Operator display:
1. The user points to the Voicelink icon.
2. He then holds the Option key of the computer and clicks the mouse button
on the monitor icon A small window pops up showing the jobs presently
running, such as shown below:
smi 3
smi 8
smi 6
3. The user then points to the job he wants, and clicks the mouse button.
The monitoring system displays the All Operator Job display screen, as
shown in FIG. 10.
Immediately on entry, the display begins showing the selected information.
First, the data fields fill in to show the data extracted from the
Voicelink system. Next, the operator bar chart fills in to show the
results for a single release code across all operators on the job. The top
of the screen shows the selected release code number, its meaning, and the
total number of releases of this code for all operators currently on the
job. It is important to understand that the number displayed here
represents the current status and not cumulative status. The total number
of rel | | |
