Spectra Management Portal

Features Document

Version 5.1.0
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 Index

Contents
Index ......................................................................................................................................................................... 2
Revision Chart ......................................................................................................................................................... 5
1. SPECTRA MANAGEMENT PORTAL ........................................................................................................ 6
2. HIGHLIGHTED FEATURES ........................................................................................................................ 7
2.1 Web based Interface ................................................................................................................................. 7
2.2 Account Lockout Policy........................................................................................................................... 7
2.3 Provide Security by Encrypting Passwords ............................................................................................ 8
2.4 Central Management ................................................................................................................................ 8
2.5 Active Directory User Login ................................................................................................................... 8
2.6 Run time Changes of Branch Configuration........................................................................................... 9
2.6.1 Regions and Branches hierarchy Management ............................................................................. 10
2.6.2 Moving a branch across Regions ................................................................................................... 10
2.6.3 Ticket Range: .................................................................................................................................. 10
2.6.4 Prefix Digits & Priority Tickets ..................................................................................................... 11
2.6.5 Number of digits to be shown in ticket.......................................................................................... 11
2.6.6 Blackhole Settings .......................................................................................................................... 11
2.6.7 Auto Repeat ..................................................................................................................................... 11
2.6.8 Transfer Priority .............................................................................................................................. 11
2.6.9 TSU Service Type ........................................................................................................................... 11
2.6.10 Ticket transfer with Reasons .......................................................................................................... 11
2.6.11 Hardware Configuration ................................................................................................................. 11
2.6.12 SDU Placement Settings................................................................................................................. 12
2.6.13 Category Management .................................................................................................................... 13
2.6.14 Matter code Management ............................................................................................................... 14
2.6.15 Backend Activity Management...................................................................................................... 14
2.6.16 Operator Management .................................................................................................................... 14
2.6.17 TSU COnfiguration......................................................................................................................... 15
2.6.18 Branch KPI Details ......................................................................................................................... 15
2.6.19 Central configuration Management ............................................................................................... 15
2.6.20 Voice Announcement Management .............................................................................................. 15
2.6.21 Global Rating .................................................................................................................................. 15

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 2.6.22 Smart KIOSK Manager .................................................................................................................. 15
2.6.23 Operational Context ........................................................................................................................ 16
2.6.24 Operator Rotation ........................................................................................................................... 16
2.6.25 Operator Role .................................................................................................................................. 16
2.6.26 Ticket End ....................................................................................................................................... 17
2.7 Copy Branch ........................................................................................................................................... 17
2.8 Company Personalization with logo...................................................................................................... 18
2.9 Notification Alerts & Ticketing Configuration .................................................................................... 18
2.10 Compatibility with eQ & Spectra Branches .......................................................................................... 19
2.11 User Management of the Spectra Portal................................................................................................ 20
2.11.1 User management............................................................................................................................ 20
2.11.2 Roles management .......................................................................................................................... 20
2.11.3 Rights Management ........................................................................................................................ 20
2.12 Translation .............................................................................................................................................. 21
2.13 Password Recovery ................................................................................................................................ 21
3. REAL TIME MONITORING ....................................................................................................................... 21
3.1.1 Tabular View ................................................................................................................................... 22
3.1.2 Graphical View ............................................................................................................................... 23
3.1.3 Regional Maps ................................................................................................................................ 31
4. CENTRAL REPORTING ............................................................................................................................. 32
4.1 Category wise Report ............................................................................................................................. 32
4.1.1 Branch Wise Category Report ....................................................................................................... 32
4.1.2 Category performance report ......................................................................................................... 33
4.1.3 Transaction Summary Report......................................................................................................... 33
4.2 Ticket wise Report .................................................................................................................................. 34
4.2.1 Service Log Report ......................................................................................................................... 34
4.2.2 Ticket detail report .......................................................................................................................... 34
4.3 Operator wise Report.............................................................................................................................. 35
4.3.1 Operator Performance Report ........................................................................................................ 35
4.3.2 Top Ten Performers ........................................................................................................................ 36
4.4 The Branch Monitoring Report ............................................................................................................. 37
4.4.1 Branch Status Report ...................................................................................................................... 37
4.4.2 Peak Time Report ........................................................................................................................... 37
4.4.3 Ticket Transfer Report.................................................................................................................... 38
4.5 Grouped category performance report .................................................................................................. 39

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 4.6 Branch wise Report ................................................................................................................................ 39
4.6.1 Branch Performance Report ........................................................................................................... 39
4.6.2 Branch Wise Exception Detail Report........................................................................................... 39
4.6.3 Daily branch performance report ................................................................................................... 40
4.6.4 Hourly Branch Performance Report .............................................................................................. 40
4.6.5 Branch Comparison Report ............................................................................................................ 41
5. OPINION PLUS REPORTING .................................................................................................................... 42
5.1 Poll Summary Report ............................................................................................................................. 42
5.2 Single Question Detail Report ............................................................................................................... 42
5.3 Customer Details Report ........................................................................................................................ 42
5.4 Ticket Log Report................................................................................................................................... 42
5.5 Category wise Poll Summary ................................................................................................................ 42
6. SQL REPORT ................................................................................................................................................ 43
6.1 SQL Operator Performance Report: ...................................................................................................... 43
6.2 SQL Waiting Time Report ..................................................................................................................... 43
6.3 Hour Wise SQL Waiting Time Report.................................................................................................. 43
7. SHIFT WISE REPORT ................................................................................................................................. 44
7.1 Shift wise Branch Performance Report ................................................................................................. 44
7.2 Shift wise Operator Performance Report .............................................................................................. 44
8. EMAIL ALERT ............................................................................................................................................. 45
9. SMS Alerts ..................................................................................................................................................... 46
10. CUSTOM REPORT....................................................................................................................................... 47
10.1 Custom Reports Template...................................................................................................................... 47
10.2 Custom Reports ...................................................................................................................................... 47
10.2.1 Category Wise Dynamic Report .................................................................................................... 47
10.2.2 Operator Wise Dynamic Report ..................................................................................................... 47
10.2.3 Ticket Wise Dynamic Report ......................................................................................................... 47
10.2.4 Branch Wise Dynamic Report ....................................................................................................... 47
10.2.5 Ticket Transfer Dynamic Report ................................................................................................... 47
10.2.6 Category Group Wise Dynamic Report......................................................................................... 47

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 Revision Chart
Version Primary Author(s) Document Description Date Completed

1.0 Shazeen Mahmood The document consists of a brief description of the 6th April 2018
release

1.1 Shazeen Mahmood The document consists of a brief description of 26th July 2018
the release

1.2 Shazeen Mahmood The document consists of a brief description of 15th April 2019
the release 5.0.6.4

1.3 Shazeen Mahmood The document consists of a brief description of 7th October 2019
the release 5.1.0

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 1. SPECTRA MANAGEMENT PORTAL
The Spectra Management Portal is the central configuration and management tool for the Wavesphere
Queue Management Solution. It allows the user to construct the queue management network according to
their requirements. It facilitates the user in configuring regions, branches and defining the services they
want to provide to their customers. It also helps them in managing updates to the system and monitoring
the performance of the network.
Wavetec’s Central Reporting feature provides the real-time information dashboards as well as reports which
help the Regional and Branch managers to view and analyze the customer flow in each branch and assist
the operators in serving the customers in more efficient and orderly manner.
The Spectra Management Portal can easily be integrated with the Wavetec‟s Electronic Queue Management
System (eQ Management System) installed at any branch. The Spectra Management Portal runs on a
server machine which collects real-time data from each branch. This data can be viewed through any PC
connected on LAN through the web interface of the Spectra Management Portal.

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 2. HIGHLIGHTED FEATURES

2.1 Web based Interface

The Spectra Management and Reporting is a web-based application which means that anyone from the
network can access the portal using Web browser on a PC.
• Installation and maintenance become less complicated.
• Once a new version or upgrade is installed on the server, all users can access it straight
away. There is no need to upgrade each client PC.
• Rolling out new software update can be accomplished more easily.
• Configure and manage number of branches from centralized location.
• Real time monitoring of the activities performing in the different branches and regions.
• Multi browser support.

Spectra Management Portal- A web-based application

2.2 Account Lockout Policy

The Spectra Management Portal denied to unauthorized access by introducing account lockout policy. It
disables a user’s account if an incorrect password is entered a specified number of times over a specified
period and hence provide a secure network. These policy settings help you to prevent attackers from
spoofing users' passwords, and it decrease the likelihood of successful attacks on your network.
The number of wrong entries is configurable and can be change as per the requirement.

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 Access denied to unauthorized user.

2.3 Provide Security by Encrypting Passwords

Encryption has been provided for both the portal site and database. This utility ensures that the user’s information is
secured and never compromised by encrypting the password in database and configuration file.
Specifically, on execution of the utility following changes are made;
✓ Portal login user’s password encrypted.
✓ Operator/teller’s login password encrypted.

Also, the database credentials in the configuration file are encrypted by administration authority only. An
admin panel for encryption and decryption of the database credentials has been added in the Spectra
Portal release.

2.4 Central Management

All the configuration of the Spectra Management Portal can be updated and managed from a centralized
location. The latest updates of the software
• Overall change and configuration control for deployments of many servers.
• Better management of servers to reduce cost and effort of maintaining the platform as your
organization grows.
• Automated processes to provision and configure the systems and services.
• Centralized approach to monitoring, managing, and reducing cost and effort of operations.

2.5 Active Directory User Login

Spectra Management Portal is incorporated with the active directory users, which enables them to login
through the portal by using their windows operating system credentials.
The portal detects the windows logged in user on the system and it automatically fills the following fields:
i. Domain Name
ii. User Name.

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 This will ensure that only the password needs to be entered when the user is logged in through active
directory.

Active directory user login

2.6 Run time Changes of Branch Configuration

The configuration module is a complete set of functions which are needed to configure the branch at one
go. The whole section is designed in a modular structure which increases the visibility and efficiency of
completing the task. User is now allowed to make changes on real time like adding an operator, category,
services or color of the ticket and counter no. display on the CDUs and SDUs.
There are numerous numbers of pros of the configuration module but the few are highlighted below;
• Keep the procedure of configuring branch simple and maintainable.
• Avoid merge and over writing conflicts in setting up the branch.
• Modular structure removes confusion about what configuration is where.
• Reliably upload and fetch configuration to and from controller.

The purpose of the configuration module is to set up all the components of the branch including hardware
and software from the centralized location. Basically, it is a step wise setup which allows you to add the
branch queuing managing components right from hardware to the reporting settings.
The whole of the configuration is divided into following multiple modules.
▪ Region & Branch Management.
▪ Spectra Heart Beat
▪ Branch Working timings, shifts and KPIs
▪ Configuration of CDU, SDU, Web TSU and ACU.
▪ Priority Settings to set priority levels.
▪ Category & Matter code Management.
▪ Operator Management.
▪ Backend Activity Management.
▪ Roles, Right and User Management

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 ▪ Manager Dashboard
▪ Voice Announcement Management
▪ Global Rating
▪ Smart Kiosk Manager
▪ Custom Backend Activity

Each of the section possesses multiple queue management features. User can simply select or add the
required feature and upload the configuration. In just a click, the branch will be created with all your
required features.

2.6.1 Regions and Branches hierarchy Management

• Branches can be grouped together for creating regions for ease of update and management.
• Multiple regions and branches can be configured from the centralized location as it allows the
user to manage the network centrally.

Regions and Branches hierarchy

2.6.2 Moving a branch across Regions
User can shift or move a branch from one region to another by simply just selecting the new region from
the drop down of region management page. The shifting of branches can be done on sub regions only.

2.6.3 Ticket Range:

The ticket range for the whole system can be defined in two ways;
Global Pool: Global pool defines the ticket range of the overall categories/queues of the branch. It
overwrites the individual Category Ticket Range.
Separate ticket range for each category: User can define separate range of ticket for each queue of the
system.

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 2.6.4 Prefix Digits & Priority Tickets
Prefixes are the alpha characters use with the ticket number. Single and dual prefixes can be added for a
category. Also, a category with different priority levels can have different prefixes for each level. There are
9 levels of priority that can be assigned to a category. Ticket of highest priority will be called first. Different
prefixes (single or dual) can be assigned to different level of priority of a category. For instance, if the prefix
is enabled, the ticket number will be called and displayed on CDUs / SDUs as A-100 or AB100.
2.6.5 Number of digits to be shown in ticket
You can now set the number of digits to be displayed on ticket. You can either set as minimum 3 digits and
maximum 4 digits. If you choose to select 3 digits to be displayed on ticket, then the ticket number along
with prefix will look like this.
2.6.6 Blackhole Settings
Black hole avoidance algorithm caters a scenario in which a customer without priority ticket remains in
waiting due to continuous calling of priority customers. This algorithm applies the FIFO logic in the whole
branch to a defined time interval if the wait time of any category exceeds than the defined black hole
activation time. The black hole activation time for each category is different and can be configured
separately.
2.6.7 Auto Repeat
Auto repeat feature allows setting the repeat calling of ticket automatically in case if the user doesn’t appear on first call
of ticket number.
This option facilitates the teller by automatically calling the ticket after the first manual call by him for the
defined no. of times after each defined interval. If the count is completed and serving of the ticket isn't
started then the ticket will be now show automatically by itself. This feature is compatible with "Now
serving" calling type of TSU.
2.6.8 Transfer Priority
You can set the calling priority of the transferred ticket over the other waiting tickets. You can either
choose to set the priority on top or on sorted.
Top: The transferred ticket will queue up on the top of the queue regardless of the issue time of the ticket.
Sorted: The transferred ticket will queue up with respect to its issue time in the transferred category
2.6.9 TSU Service Type
There are two service types of TSU:
Call: Selecting this option will start the service to ticket immediately after it is called.
Now Serving: This option will allow operator to start the service only if the customer appear at counter. In
case if customer doesn’t appear then operator can mark the ticket as “No Show”.
2.6.10 Ticket transfer with Reasons
The ticket transfer reason is used with Web TSU application. If operator/teller wants to transfer ticket to
another category, operator or counter then he is required to provide the transferring reason before
transferring the ticket. This reason will be recorded and appeared in the central reports. Multiple transfer
reason can be added.
2.6.11 Hardware Configuration
This allows you to configure the hardware devices which will be going to deploy in your branch. You can
define the number of components you want to add in your branch. Also, the setting of the displays of the
hardware components can be done remotely.
The hardware configuration section is divided into the following different wavetec e-queue devices for the
ease of configuration.

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 • Counter Display Unit. (CDU)
• Status Display Unit. (SDU)

Configuration of the Counter Display Unit (CDU)

Configuration of the Status Display Unit (SDU)

User is allowed to segregate display on SDU with respect to category and counter. The connected SDU
with engine are able display different ticketing details as per the configured logic.
2.6.12 SDU Placement Settings
This allows you to do the display and placement settings of the hardware components like color and
position of the arrow, ticket and counter no. User can change the display color of CDUs or SDUs in Red,
Green and Orange. Also, the blink time of CDUs and SDUs can be configured.

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 SDU display setting options

CDU display setting options

2.6.13 Category Management
The Category management section displays all the categories of the configured branch. Multiple
categories can be configured for ease of usage and catering to the requirement of managing and dealing
with the heap of customers. Within category management section individual KPI‟s of each category can be defined.
Category ticket range, Matter Code management and Priority management will also be done under this
section.

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 Transactions against categories can be set which lets you select multiple transaction against a single
ticket. This will divide the service time amongst the number of transactions hence maintaining the service
time of the operator.
The notifications against each category can also be set which notifies the logged in users serving this
category whenever a ticket of this category is issued.

2.6.14 Matter code Management

This feature allows the user to be more specific with the category series. Matter codes are considered to
be sub category of the categories. At times the customer requests more functions or activities to be
performed by the Teller than the one which is specified as main service. The system allows creation of
sub-categories, which a teller can select using a drop down when the customer request that function, this
way time served by the teller is sub-divided over multiple activities and appropriate reporting data is
shown.
2.6.15 Backend Activity Management
The Backend functionality is used with Web TSU application. It provides unique feature which is added to
report different activities perform by the operator in a branch. We offer custom backend activity in which
managers can select the customized backend activity and display it on CDU.

2.6.16 Operator Management

• The Operator Management section allows to add operators for the Spectra Management
Portal’s configured branches and regions. Usernames and passwords can be created with the
customizable option.
• Alphanumeric password can be set for each operator
• Allowed to upload the picture of the operator.

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 2.6.17 TSU Configuration
Different alerts can be enabled on Web TSU application through Spectra Portal. User can set the display
time as per their requirement. The details of the alerts are as follow;
• Auto logoff: This feature provides an automatic logoff from the Web TSU application. User
can also configure the warn time that displays the warning timer on the screen before logging
off.
• Popup Notification: By enabling the popup notification option, the user will get the popup
notification on ticket issue at the right bottom corner of the screen. The popup hide time can
be set. Also, the popup notification can be configured to appear either on every ticket issued
or on the first only.
• Local Wait Alert: An alert will be generated after a configured time when a ticket is in local
waiting.
• Idle Alert Notification: A pop up raises when the operator is in idle state from the time
configured.

2.6.18 Branch KPI Details

The key performance indicators (KPIs) are a necessary part of any business aiming for success.
KPIs are used by organizations to measure, monitor and manage performance; they allow
employers/employees to envision what needs to be done to improve their organization.
2.6.19 Central configuration Management
The Configuration Management section facilitates the customer to license the branch engine from
the centralized server. It assists the user with the following options.
2.6.20 Voice Announcement Management
The voice announcement management deals with how the ticket calling will be done in the branch.
The voice announcement can be performed using Announcement Control Unit. (ACU). The
announcement control unit is an android application for calling system integrated with the eQ
management.
User is allowed to segregate sound with respect to category and counter. 32 units can be connected
with same engine which are able to play different calling as per the configuration.
2.6.21 Global Rating
In global rating, the system calculates the service start time and service end time of the counter and
grades the operator according to how many tickets he has been served.
2.6.22 Smart KIOSK Manager
This allows the user to update the Smart Kiosk package from the Spectra portal. Within that
package, you can update the APK and the slides of the Smart Kiosk

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 2.6.23 Operational Context
The created profiles can be associated in three different ways; Counter, Operator and Hybrid.
When Counter is selected from Spectra Portal, the profiles are associated with counters, meaning
whichever profiles are assigned to the counter, calling of tickets will be accordingly.

If the profile association is set to Operator, then profiles are initially assigned to an Operator Role
that were created during branch configuration. These roles are assigned profiles and Operators
belonging to different roles call tickets according to the profile that was assigned to their role.

In Hybrid mode, both the Counter and Operators mode are active. The priority, although, is given to
the profiles associated with Counters. When there is a profile assigned to a counter, that profile will
be considered as active regardless of profiles assigned to Operator Roles. In this mode, profiles
associated with Operator Roles will be active once there is no profile assigned to a counter

2.6.24 Operator Rotation

The automatic operator rotation is added to allow the operator to login from WebTSU application
from any of the configured branch by using his domain login credentials. This will automatically
rotate the operator to the respective branch in which he/she has currently logged in. Thus, it
doesn’t require doing the hub configuration again and adding operators again to another branch.
The active directory users can be configured and uploaded in to the Hub (controller) from the
centralized server in order to enable the automatic operator rotation.

2.6.25 Operator Role

While creating a branch, the addition of at least role is a mandatory step. Once created, operators are then
associated with an Operator Role when they are created. Addition of further Operator Roles can be done later on
at any time, once the branch is created.

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 2.6.26 Ticket End
This feature finishes the current ticket serving without calling the next ticket keeping the counter idle until the next
ticket is called. This feature works with both TSU Service Type; Call and Now Serving.

2.7 Copy Branch

This Copy Branch feature has been incorporated with Spectra Management Portal. The Copy Branch functionality
makes replicating the configuration of a specific branch to another branch much easier.
All the configuration from the source branch is copied to the destination branch without having to configure one
manually.
After a branch is created (create a branch by naming it, do not configure it), the Copy Branch option appears in the
menu as shown;

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 With the help of this feature, users just have to invest time in configuring one branch completely and if all the
remaining branches require the same configurations, then it can be copied to configure multiple branches.

One thing that the user needs to configure is the operators for each branch because this is something which is bound
to be different for each branch. After the configuration is copied, a success message is shown along with the indication
that user does needs to configure the operators as well.

2.8 Company Personalization with logo

Company’s logo can be easily uploaded from the Spectra Management Portal which will be displayed on all the reports
being generated, creating acceptability for submission of reports at management level for review.

2.9 Notification Alerts & Ticketing Configuration

Notification Alerts: It helps the customers by sending emails or SMS alerts about the regional or branch
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 level „KPI alerts‟, „opinion plus alerts‟ and „report emails‟. It notifies the user if KPI is exceeded from the user defined
KPIs, sends alerts if bad feedback has been given by the customer and sends scheduled emails of the
region or branch performance reports to manager.
All these notifications are configurable from the Spectra portal. User can create, update or remove
notifications. The email template of both email and SMS notifications is customizable. The system uses a
simple template system, so you do simple formatting and inserting links and images.

2.10 Compatibility with eQ & Spectra Branches

For the first time, Spectra Portal can run the EQ and Spectra branches together on the same conveyed
framework. We can configure both types of engine from the portal without any hassle. This encourages the
client to incorporate old framework with the new framework without losing any information or system
failure.
This new release of Spectra Portal is compatible with Spectra engine as well as the eQ engine and
supports branches being on different time zones as compared to the portal.

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 2.11 User Management of the Spectra Portal
Within User Management section creation of users, passwords and rights to access Spectra Management
Portal can be defined. The added users can be edited or deleted by options provided. The following three
options are available under User Management:
• User Management.
• Roles Management.
• Rights Management.

2.11.1 User management

• Allow to set the username, passwords and rights for the users of the Spectra Management
Portal.
• Multiple users can be added in the Spectra Management Portal with customizable options.

2.11.2 Roles management

• Unique region and roles can be assigned to different users to access different levels of Portal.

2.11.3 Rights Management

• Rights of the user can be managed to access roles.
• One or many rights are allowed that can be assigned to a user as per needs and business rules.

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 2.12 Translation
• The Spectra Management Portal can be translated into any language. User can add the required
language and its text translations.
• Special feature for translating all the headings, menu items, buttons texts, warnings and
messages displayed in the portal.

2.13 Password Recovery

A forget password feature is integrated with the Spectra Management Portal where an email will be
generated to the user’s provided email address. This allows the user to securely retrieve their forgotten
passwords in a matter of seconds.

3. REAL TIME MONITORING

The Real-Time Monitoring screen in Spectra Management Portal provides the comprehensive
performance monitoring and reporting. It assists the user in the constant monitoring over all the added
regions and branches. It also provides view of the status of the regions and its statuses of services which
are currently running on it.

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 This shows the complete summary of the currently running activities of the branch.
3.1.1 Tabular View

The Tabular View of the Real-Time Monitoring Screen- At Branch Level

3.1.1.1 Branch Summary

The Branch Summary shows the activities of the live branch which includes the number of tickets waiting
in the branch, total counters, and number of no show ticket i.e. the customer which doesn’t appear on their call,
number of active counter, total configured counter, average service time, average wait time, maximum
service time and max wait time.
3.1.1.2 Operator Status

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 The Operator Status exhibits all the online Operators and summarized details of the live services they
currently working on.
3.1.1.3 Operator Profile
The real-time monitoring screen also exhibits the operator’s file and the feedback given at his counter on opinion plus.

The Operator’s Profile at Real Time Monitoring Screen

3.1.1.4 Category Status

The Category status section shows all the categories serving in the selected branch along with its
respective information.
3.1.1.5 Branch category Graph
Branch Category Graph shows the performance of a category selected. All the categories performance
can be viewed of a selected branch. This line bar graphical representation displays the tickets issued,
clients served and service exception time. These can be viewed explicitly as well by clicking on their
names.
3.1.1.6 Waiting Tickets
The waiting tickets section shows all the tickets waiting in that selected branch along with its category
name, ticket number and waiting time. Also, you’re allowed to cancel the issued ticket from the dashboard.

3.1.2 Graphical View

These graphs also assist the user to evaluate the current performance of the branch/ regions against the
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 pre-defined criteria.

3.1.2.1 Summarized Status

The first row of the real-time monitoring screen displays the summary of the total number of issued
transferred and waiting tickets. It also exhibits the count of tickets in serving, ticket served, no show and
cancel. A total number of configured counters from which how many counters are currently active or login
in the selected region/branch are graphically represented.
A tool tip is added on ticket served displaying that the tickets served option included the transferred ticket.
It is assumed that when ticket is transferred from one category, user or counter, then ticket will be
considered served from its transferred category, user or counter. Therefore, in case of transferring ticket,
one ticket can be served for multiple times.

3.1.2.2 Key Performance Indicators

The Key performance indicators facilitate the user to evaluate the performance of the selected
region/branch against the set evaluating criteria. These performance indicators will measure the progress
towards goal. All the KPIs are displaying the three conditions/states as per the defined target. These
states are
• Target.

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 • Warning.
• Critical.

3.1.2.3 Customer Waiting/ Open Counter

The customer waiting / counter open section display the total number of customers that are needed to
serve per counter. This can be explained from below example:
Example: If 10 counters are open and 78 customers are in waiting then customer waiting/Open counter
will appear 7.8 meaning, approximately 8 customers to be served at each counter.

3.1.2.4 Customer Waiting

The customer waiting section shows number of tickets in waiting in the selected region/branch. The target
limit, warning limit and maximum limit are displayed according to the criteria you’ve defined for your
region/branch. If the number of waiting customer (i.e. issued tickets) is less than the defined target limit of
customers then it will display the customer waiting status in green color but as soon as the target limit
exceeds, the graph will indicate the warning state in yellow and once the warning limits exceeds, it will
display the critical state in red. This can be further explained in the example below;

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 3.1.2.5 Service Level (%)
The service level shows the performance level of the operators in selected region/branch. The service is
evaluated in percentages. If the service level of the operators goes below to the defined target, the
performance will be indicated as warning and display in graph with yellow color and when the performance
goes below to the defined warning level, the performance will be indicated as in critical state and display in
a graph with red color.

3.1.2.6 Total Tickets Served

The total ticket served display the no show, total number of tickets currently in serving and the ticket which
has been served. These tickets are displaying in green color while the tickets in waiting are indicated as
white.

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 3.1.2.7 Average Wait Time
This graph shows the average time requires to a customer to wait before his ticket call. The average wait
time target, warning and maximum limit is predefined against branch/region based on which this graph is
plotted. If the average wait time of a customer exceeds with the defined target average wait time, the
performance will be indicated as warning state in yellow color and when it reaches or exceeds the defined
warning time, the performance will be indicated as Critical state in red color.

3.1.2.8 Average Service Time

This graph shows the service time requires to operator to serve ticket. The average service time target,
warning and maximum limit is predefined against branch/region based on which this graph is plotted. If the
average service time of a customer exceeds with the defined target average service time, the performance
will be indicated as warning state in yellow color and when it reaches or exceeds the defined warning time,
the performance will be indicated as Critical state in red color.

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 3.1.2.9 Exceptional Statistics
The exceptional statistics displays the exception raised in branch/region. These exceptions rose when the
queue size, service time and wait time exceeds then the defined targets.

You can expand and collapse this section of the report from the upper right corner of this section as
highlighted in the aforementioned. On clicking the expand button graph will be opened in the new window.

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 The graphs can be viewed individually as well by clicking on the required exception name located at the
right center of the screen.
3.1.2.10 Queue Size Exception
A queue size exception rises when the number of issuing tickets in any category exceeds than the
defined queue size.

3.1.2.11 Wait time Exception

A wait time exception rises when the wait time of a branch/region exceeds the defined wait time.

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 3.1.2.12 Service Time Exception
A service time exception rises when the service time of a branch/region exceeds the defined service time.

3.1.2.13 Category Status

The category status displays the current status of all the categories individually of the branch/region. The
ticket states against each category are highlighted as illustrated in the snapshot below;

You can expand and collapse this section of the report from the upper right corner of this section as
highlighted in the aforementioned. On clicking the expand button graph will be opened in the new window.

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 3.1.3 Regional Maps
From graphical view of dashboard, user can select the regional maps where all the locations of the online,
application offline and offline branches are displayed.

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 4. CENTRAL REPORTING
The central reporting facilitates the user with different tabular and graphical view of the eQ data which
helps in analysis from different perspectives. It provides the user to explore and evaluate the data at
different hierarchy of regions and branches.
It allows comparing the branches or regions performances. All the reports can also be accessed from
previous to current date which helps the user to generate the weekly, monthly and annual reports. These
reports have been categorized in multiple sections which are further integrated with different filters to
generate the record in an orderly fashion and allow an ease to get the required filtered data without
spending time.
Reports can be generated at every region and branch level.
Reports are available which provides information about category, branch and region performances.
Status monitoring information is readily available to determine whether the branch is performing up to the
mark or not.
Reports with on screen viewing, printing and export options are available.

4.1 Category wise Report

Provides a comprehensive layout describing the detailed summary of the category being served in one or
many branches, the section is bifurcated into the following three different sections:
4.1.1 Branch Wise Category Report
The branch wise category report shows the details of all the categories associated with the branch.
The report is followed by two different sections i.e. wait time and transaction time. The wait time includes
the target wait time, average wait time, maximum wait time, within accepted wait time and the percentage
of wait time service level
The other section i.e. transaction time includes target service time, average transaction time, maximum
transaction time, within accepted transaction time and percentage of transaction service level in each
branch for the category. The Branch total presents the sum of all details of the category being served in a
region while Grand total presents the sum of all details of all the categories being served at the selected
regions.

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 4.1.2 Category performance report
The category performance report shows the performance details of the tickets of the all the category being
associated with the branch.
It presents each category being served in the selected region along with category details. The category
details include the name of all branches in which the category is being served within the region, number of
tickets issued in each branch for the category.
The report is followed by two different sections which wait time and transaction time. The wait time
includes the target wait time, average wait time, maximum wait time, within accepted wait time and the
percentage of wait time service level.

4.1.3 Transaction Summary Report

The transaction summary report elaborates the serving done per category. It shows the performance
details of tickets associated with different categories.
This report gives details about the number of tickets issued and served as well as the Wait time and
Service time details. These sections include the average wait time, average service time, maximum wait
time, maximum service time etc.
The report also shows the number of transactions that took place in a particular category. The transactions
are recorded category wise as well as for matter codes. It also shows the number of tickets cancelled or
unserved.

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 4.2 Ticket wise Report
The ticket wise report exhibits the detail comprehensive and graphical summary of the ticket being served
in one or many categories.
4.2.1 Service Log Report
The service log report displays the services attain by the customer by displaying its ticket issue time to its
call wait and end time. It also shows the categories and the matter codes with its service time taken by the
customer.

4.2.2 Ticket detail report

• Ticket detail report shows the detailed life cycle of each ticket issued at any branch.
• The ticket details which are present in the report includes the category name, ticket number,
counter ID, teller name, issue time, service time, call time, wait time and the total customer time
of each ticket issued.
• It also exhibits the details of the customer against its ticket details.

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 4.3 Operator wise Report
Shows the branch wise summary of all the operators grouped under their respective branches. It
provides an information which includes name of the branch, name of the operator, total work time,
login and logout time of the respective operator, number of tickets served by the operator and total
days for which operator has worked.
The ticket wise report is further evaluated at two levels i.e. Region Level and Branch level which
can be selected from the Region drop down.

4.3.1 Operator Performance

Report
Operator Performance report evaluate the performance of all the users of the branch or region. The
performance of the operator is calculated by the average service time, ticket served, services
entertained and the total service time of operator.

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 4.3.2 Top Ten Performers
The top regional performers report shows the top ten regional operators based on the maximum number of
tickets they have served along with its total service time.

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 4.4 The Branch Monitoring Report
The Branch Monitoring Report provides the branch online and offline status with its start and end duration.
It also separately facilitates the up and down time of the branch along with its time frame.
4.4.1 Branch Status Report
The branch down time report shows comprehensive details of the status of the branch along with its
description.

4.4.2 Peak Time Report

The Peak time report shows the comprehensive details of the peak working time of the branch or regions.
It displays the peak time of the branch on which how many counters are active from total counters and how
many tickets are issued and served within that peak time. It also displays the maximum number of tickets
issued and served in a category during the peak time.

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 4.4.3 Ticket Transfer Report
The transfer report shows the details of the ticket transfer activity performed by the operator along with
transfer reason. When operator transfers ticket to another category, user or counter from Web TSU
application, he has been asked to select reason for transferring ticket. That reason along with the ticket,
counter and operator name is displayed in transfer report.
This report shows you the comprehensive details of the transfer ticket of all the branches associated with
the selected region.

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 4.5 Grouped category performance report
Group wise dynamic reports enables, you to manage and observe the performance of different categories
in a group.

4.6 Branch wise Report

The branch wise reports assist you in evaluating the performance, comparison with other branches or
regions, keeping an eye over the exception occurring in a branch and much more. Numerous reporting and
evaluating views of the branch performance at both region and branch is provided. These reports have
both comprehensive and graphical representation.
4.6.1 Branch Performance Report
• The Branch performance report demonstrates the key performance indicator of region/branch. It
is always important that the targets set strike an appropriate balance between aim and what is
achievable.
• This report assists the user in comparing the progress and performance data. This branch
performance report is summarized in various ways to illustrate the performance by presenting all
the respective information against the selected region or branch.

4.6.2 Branch Wise Exception Detail Report

The branch wise exceptional detail reports exhibit the comprehensive details of the exceptions occur
related to the service and wait time of the customer.

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 4.6.3 Daily branch performance report
The Branch daily performance report shows the daily performance of the branch on exclusive range of
selected dates. It assists the user to identify the daily working hour of the branch by evaluating the
provided queuing information which includes; Number of tickets issued, transferred, total service provided,
maximum and average service and wait time of the ticket and most importantly the percentage of service
level daily.

4.6.4 Hourly Branch Performance Report

The Branch hourly performance report shows the hourly performance of the branch on exclusive range of
selected dates. It assists the user to identify the most working hour of the branch by evaluating the
provided queuing information which includes; Number of tickets issued, transferred, total service provided,
maximum and average service and wait time of the ticket and most importantly the percentage of service
level per each hour.

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 4.6.5 Branch Comparison Report
The Branch Comparison Report gives an overview of all the branches in the region. This report can be
generated at branch and regional level. It displays the number of tickets served and issued along with the
average wait time and average service time. It also displays the Service Time Benchmark and the Wait
Time Benchmark so that the performance can be compared to the target performance.

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 5. OPINION PLUS REPORTING
The Opinion Plus reporting facilitates the user with different tabular and graphical view of the polling data
which helps in analysis from different perspectives. It provides the user to explore and evaluate the data at
different hierarchy of regions and branches.
The Opinion plus reports can be generated against any specific polls which assess to gather the
information of same set of questions at different branches or regions. It allows comparing the branches or
regions performances. All the reports can also be accessed from previous date to current as well which
expedites the user to generate the weekly, monthly and annual reports.
These reporting have been categorized in multiple sections which are further integrated with different filters
to maintain the record in an orderly fashion and allow an ease to get the required filtered data without
spending time.
A brief overview of the Opinion Plus reporting can be illustrated as the below chart which explains the level
of accessing or generating different reports at different dates with respect to the polls.
5.1 Poll Summary Report
This report gives graphical evaluation of the complete summary of the poll taken by the customer with
each separate question. This report exhibits the polling data in the percentile as well as the number of
questions being answered which helps in evaluating the performances of the regions and branches
accurately.
5.2 Single Question Detail Report
This report represents the customer feedback against any single selected question. This Evaluation report
also assists to analyze the performance of Operator(s) at different Branch(es).
It is highly beneficial when it comes to evaluate the performance of the operator. It allows to access the
report counter-wise which gives the voting details of that selected counter.
5.3 Customer Details Report
This report exhibits the details of the customer (for example, name, contact information or any other
related information). The Opinion Plus is designed in such a way that it allows to takes information from the
customer against any answer.
This report can now be generated for non eQ mode as well.
5.4 Ticket Log Report
This report is specially designed for eQ Mode. When Opinion Plus is fully integrated with Wavetec‟s eQ Central
Reporting, this report shows a summarized record of all the polling responses against each ticket issued.
5.5 Category wise Poll Summary
The category wise poll summary report shows the summary of the poll taken by the customer against the
selected category. It shows the poll result as the number of answers selected and its percentage. Each
question of the poll can be evaluated separately.

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 6. SQL REPORT
The SQL report facilitates the user in comparing and evaluating the performances of the operator against
the self-set criteria. The SQL Reports are majorly dependent on the waiting and service time of the ticket.
These time intervals and SQL acceptability criteria can be allotted as per the system requirement or
desired criteria entered in the form of SQL Report templates.

6.1 SQL Operator Performance Report:

The SQL Operator Performance report exhibits the graphical representation as well as comprehensive
details of the operator performance quality level in terms of the service time expended for serving tickets in
a region/branch.

6.2 SQL Waiting Time Report

The SQL waiting time report exhibits the graphical representation as well as comprehensive details of the
service quality level based on the ticket waiting time for a region/branch.

6.3 Hour Wise SQL Waiting Time Report

The hour wise SQL waiting time report allows you to analyze the service quality of the ticket waiting time
as per your self- configured template.

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 7. SHIFT WISE REPORT
Shift wise report facilitates the user to evaluate the performance of the operator or the branch as per the
shifts has been made. The reports can be generated against region, branch, shift or shift break down.

7.1 Shift wise Branch Performance Report

The shift wise branch performance report allows the user to assess the branch performance according to
created branch shifts.

7.2 Shift wise Operator Performance Report

The shift wise branch operator report allows the user to assess the operator performance according to
created branch shifts.

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 8. EMAIL ALERT
Spectra Management Portal also has an email alert feature incorporated. You can configure the email
alerts according to your requirement through Spectra Management Portal and resolve exceptions in no
time.
The Email alert service is incorporated with the queue system which provides the manager to get details of
the exception occurs against service time and wait time of issued ticket. Whenever an exception arises, an
alert email is sent to the manager which includes all the details regarding the exception so the issue could
be taken care of in reduced time.
An email alert service is also incorporated with the Opinion Plus application which generates alerts for
exceptional feedbacks for both eQ and non eQ mode. As the Opinion, plus is known for asking, how am I
doing? It does well to listen attentively to all feedback including good and bad. So, for effective and quick
response to the neutral or bad feedback, another alert feature is incorporated. This Email alert service is
generated against the negative or neutral feedback to the branch manager which possesses all the details
of the exception occurred. This permits the manager to take actions accordingly in order to eliminate
exception and improve performance.
The format of the mail is customizable and can be changed or formatted as per the requirement. This
email alert helps the manager to evaluate and assess the performance of a branch and thus, can be able
to make tactical decision more efficiently and proficiently.

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 9. SMS Alerts
The SMS Alerts feature is incorporated in this release of Spectra Portal. This feature is vital when it comes
to updating the branch manager about the performance of the branch and actions can be taken right away
to improve the performance.
The SMS Alert feature is incorporated with the queue management system and caters exceptions like
service time exception and waits time exceptions against the issued ticket. Whenever an exception occurs,
the details are sent to the intended recipient via SMS so immediate actions could be taken.

The format of the SMS template is customizable and can be changed or formatted as per the requirement.
The SMS alert aids and helps the manager to keep an eye on the performance of the branch and thus
enabling the manager to make tactical decisions to recover the performance.

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 10. CUSTOM REPORT
Good decisions depend on good analysis therefore it is required to have correct view of data. If
the standard Spectra central reports do not meet your requirements, or you want to provide
reports focused for specific business needs then Wavetec facilitates you to design and
generate your own report according to your own requirement.
Spectra custom reports aren’t only a time saver but it also provides a great opportunity to think
out of the box and analyze data with different perspective and views. It’s just like slice and dices the
required information from a hunk of information.

10.1 Custom Reports Template

By using Spectra Management Portal, you can design your own template by selecting your
required data and align them according to your needs. The Spectra Management Portal
provides you the areas/ categories in which you can create template and generate reports
accordingly.
10.2 Custom Reports
Customs reports can be generated on your own designed template provided with three
different filters which include category, operator and ticket filters for category wise dynamic
report, operator wise dynamic report and ticket wise dynamic report respectively. These can
be generated at current date, previous dates, weeks, month and years.
10.2.1 Category Wise Dynamic Report
The category wise dynamic report can be generated on your own designed template. Category
filter has been added to the report which allows you to customize your report with more
specified and accurate data.
10.2.2 Operator Wise Dynamic Report
The operator wise dynamic report facilitates the user to analyze and measure the operator’s performance
on your own criteria. The reports can be generated on your own designed template.
10.2.3 Ticket Wise Dynamic Report
The ticket wise dynamic report assists you to inquire any of the ticket information from its
complete cycle of process in queue management system. The user can select the extent of the
report by selecting the start and end date feature provided.
10.2.4 Branch Wise Dynamic Report
The branch wise dynamic report assists you in evaluating the performance, comparison with
other branches or regions, keeping an eye over the exception occurring in a branch and all
this option can be categorized, viewed and analyzed in different reports with different
dimensions.
10.2.5 Ticket Transfer Dynamic Report
The ticket transfer dynamic report allows analysis on the created template for the ticket
transfer data. It also includes the operations or activities perform by the operator.
10.2.6 Category Group Wise Dynamic Report
Group wise dynamic reports enables, you to manage and observe the performance of
different categories in a group. This report allows you to make group of categories and
analyze the data accordingly.

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 Head Office
United Arab Emirates, Dubai
Wavetec FZCO

Email:[email protected]
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