The Agent Block - The Agent Block (Click on picture to enlarge) is used throughout the SuperNOVAE IQ II Logix product as a means to communicate as much information about an agent graphically in the smallest possible space. The the frame of the agent block is the Agent's number (logon) and the agent's name. On the left is a picture of the agent (or the agent's phone). This picture represents the agent's status. Different colors help you ascertain at a glance what the agent is up to. To the right of the agent picture is a pie chart showing you at a glance what the agent has done so far today. Directly below shows the amount of time the agent has been in the current status. Below the time is the text name of the current status. Below the status is the group (if the agent is currently assigned to an ACD call.

Real-time Graphic Display - Agent status is shown via a series of colored icons to indicate current task being performed by each agent. (Click on picture to enlarge) Display includes icons, agent name, agent log-in code and state time. Supervisors can determine the order of agent display via point-and-click menus. Agents from multiple groups can be placed together allowing supervisors to devise TEAM management schemes. A multi-chart display shows each agent's statistics in Pie chart for so far today. You can click on the agent icon for a quick analysis of this agent compared to his peer group (the other agents in this screen) in up to 11 different ways. You can click on the pie chart to get an enlarged pie chart for more careful analysis.

Agent Status Time Alert - The agent Icon changes to a red background when an Alert timer is reached. Alert timers (Click on picture to enlarge) are available for ACD call time, Non-ACD call time, and not available time. Alert state time is defaulted to the group average or may be selected manually by call center supervisors. An alert state time exception report is available in AgentVIEW.

Real-time Graphics Floorplan Displays - Shows the agent block just like the screens above but allows you to create your own floor plan using any BMP editor (ex. PAINT) and you can move the agents around and place them in their appropriate locations. You can establish up to 6 different floor plans and you can overlap your floorplans showing the same agent in more than one floor plan. Each floor plan shows up to 12 agents.

Agent Chart - Allows you to compare (up to) 32 agents together in 8 different charts. You can click in or click out agents and their data is removed or added immediately to the different charts. The 8 charts are:

1) ACD calls last 15 minutes
2) ACD average talk time last 15 minutes
3) ACD calls today
4) ACD average talk time today
5) NonACD calls last 15 minutes
6) NonACD average talk time last 15 minutes
7) NonACD calls today 8) NonACD average talk time today

Exception Reporting - Logix tracks 4 agent exceptions (ways the agent mishandles a call):
1) NAVAIL while ringing - the agent presses the NAVAIL button while the agent's phone is ringing
2) WRAPUP while ringing - the agent presses the WRAPUP button while the agent's phone is ringing
3) FORCED BUSY - the agent's phone rings while the agent is away from his/her desk
4) ONE SECOND ACD phone calls - the agent answers an ACD call and then presses a button to disconnect the caller. This often happens without the agent even being aware that the agent disconnected a caller.

Threshold Reports - (Click on picture to enlarge) You establish threshold for your call center. Each group can have it's own thresholds. LOGIX tracks how much time you spend in each threshold plus normal in 15 minute units. Threshold reporting allows you to select a date range and a time range and collects all threshold data. Once the report is presented, you can click out or click in different groups with the charts removing or adding the group data immediately. This can be a very powerful management tool for determining staffing and evaluating whether your call center is performing as needed.

Executive Reports - (Click on picture to enlarge) A series of pre-determined statistical charts for Call Center management review. The supervisor can select from one to six reports per page. A text box is available for supervisor comments. Reports are selectable for periods of one day, week, month, and year. Multiple groups can be summed for an overall indication of call center effectiveness. Reports may be printed in black and white or color (requires a color printer).

Agent Discrete Real-time Display - (Click on picture to enlarge) This view shows all phone activity discretely. You can look at any agent for any specific day in the last 7 days or by choosing [week] you can see the entire week. Note that when the agent presses the [NAVAIL] button while the agent's phone is ringing or the [wrapup] button while the agent's phone is ringing (to avoid a call) it is hi-lighted in RED. Forced Busy calls (when the phone times out ringing while the agent is away from his/her desk or ignores the call) is hi-lighted in YELLOW. If you purchase options that allow the agent to post ACD result codes or reason for NAVAIL, these reasons are displayed in the far right column.

Multi-Group display - A graphic display of active group performance. (Click on picture to enlarge) This shows 4 bar charts showing all groups across the screen. Categories are calls waiting, available agents, current ACD calls, and current NonACD calls. For call centers with large numbers of groups, this can be a most effective way of viewing real-time group activity.