1. How many people can your system schedule and what are the hardware requirements?
	There is really no definite limit to the number people that can be scheduled other than the requirement for a server machine properly equipped to handle the task (enough RAM, large enough hard disk, etc.). The precise server hardware requirements are computed based on various sizing parameters determined from your call center environment. Refer to our hardware requirements for additional information. We routinely schedule centers with thousands of agents.
	2. My company has excessive workforce management demands requiring simultaneous scheduling, forecasting and reporting by numerous people. Can your product handle this environment?
	Yes!  Vantage Point includes Multiple Application Server (MAS) functionality which allows distribution of your workload over as many application servers as you need. The overall workload is reduced and the processing time for all distributed operations is minimized. MAS also provides workload automation functionality so you can have the freedom to "submit and forget" your routine workforce management tasks. Refer to our MAS product information page for additional details.
	3. What is MERLANG® and MERLANG®-M, and how does this improve a forecast?
	Vantage Point uses a sophisticated set of specialized algorithms to derive the staffing requirements and service levels. These algorithms, Modernized ERLANG (MERLANG) and MERLANG-Multi-queue (MERLANG-M), consider the busy and abandon factors, whereas traditional ERLANG formulas do not. The ERLANG B and C formulas, developed in 1917 by the Danish mathematician Agner Erlang, are based upon the premise that a caller will never abandon a call, and that queues never reach capacity. The opposite is actually true in modern call centers. Callers often hang up once they are put in queue, and queues fill up and issue busy signals. The ERLANG calculations usually produce requirements that are too high. The MERLANG formulas factor the effects of busies and abandons. Whereas the ERLANG equations assume that calls are never abandoned, and that an infinite number of trunks are available, the MERLANG equations consider the Mean Time to Abandon and the finite number of trunks available. The basic MERLANG algorithm assumes that there is only one queue per single serving team. The MERLANG-M algorithm allows multiple queues to be associated with a single serving team, and a single queue to be associated with multiple serving teams. (Additional Information)
	4. What is MTA?
	Mean Time to Abandon. The Erlang C algorithm assumes that callers will hold indefinitely, ignoring the prospect of abandoned calls. No caller will wait forever while listening to the phone ring. Merlang® considers both busies and abandons. It uses the Mean Time to Abandon in determining the achievable quality of service, knowing that callers will eventually abandon the call.
	5. My company is merging with another company and we'll be adding their existing call center to our operation. The new call center uses a different switch type than my call center, and it's located in a different time zone. Will we have to purchase a second copy of Vantage Point for the new call center?
	Your existing license agreement can be easily amended to permit an increase in the number of agents, supervisors (users), ACDs, and sites at a far lower cost than the price of licensing an additional system. Vantage Point can collect and store data from multiple ACDs, regardless of geographic location. Even if the ACDs are in different time zones, the data will be fully synchronized. This true multi-ACD capability is designed to accommodate authentic large team connectivity and manage it from a single host. Vantage Point can even simultaneously handle multiple ACDs from different vendors. Centralized work force management allows call centers to be run efficiently while empowering local office managers to make decisions regarding their own staff. Since the Vantage Point system is fully LAN/WAN capable, all managers have access to the latest information on the performance of their call center regardless of location.
	6. When using Vantage Point's Real-Time Adherence subsystem, what's the difference between "current" adherence and "recent" adherence?
	"Current" adherence is a screen that is updated at regular intervals to reflect the real time state of the actual versus scheduled activities. The refresh rate of the report screen is determined by the user and is independent of the actual ACD/Real Time Adherence database update interval. In addition to actual versus scheduled adherence, a second "current" adherence report type, agent state adherence, is available. This report allows monitoring of adherence to time in an agent state. "Recent" adherence shows detailed agent adherence for a specified period of time prior to the current time. The period of time available for recent adherence reports is determined by parameters established at the time of installation that indicate the minimum amount of real time data (in hours) that will be kept in the database and the frequency that the data will be purged from the system. "Historical" adherence is also available, The historical adherence report is constructed by combing the Pipkins schedule information with task exceptions that are also stored in the Pipkins database.
	7. I designed a report layout that contains the exact information I need. Is there a way that I can save this layout to use time after time?
	Yes, report layouts can be saved and recalled any time you wish to view the same formatted information. When a report layout has been saved, that report can be regenerated by clicking on the layout name and selecting the name under which the report was saved. When a report is saved and later recalled, all of the prior parameters will be the same.
	8. When I am viewing a report is there any way to refresh the data or change some of the parameters without generating the report from scratch?
	Yes, when you are viewing a static report you can use the menu option "File / Open" to bring up the report parameters screen. You can modify the parameters or just click "Generate" without changing any settings to refresh the report.
	9. When I start to produce a forecast from the Generate Forecast window, the "description" field displays a number. Can I overwrite this number and type in a more meaningful description of the forecast, or should I leave the number alone? What does the number mean?
	You have the option to leave the number in the field and add to the description, or you may overwrite the number and create your own description This description field is a sort of notepad for you to jot down whatever you need to identify the particular request you are making of the system (forecasts, schedule, etc.). If you encounter problems, or have questions concerning a specific request, providing Pipkins with the associated number will help us track down all the information we need to assist you.
	10. Is there a way to filter by Serving Teams in Vantage Point?
	Creation of a "Staff Group" allows filtering by Serving Team. In the staff group configuration, you are allowed create any group of people that you might want to filter together. Some of the commonly used staff groups are serving teams, new hires, and agents who are working on special projects. See the users guide for instructions on creating staff groups.
	11. Some of my agents keep getting scheduled for Saturday week after week. Is there a way for the scheduler to distribute these shifts on a fair basis for my staff?
	Schedule Preferences have options for scheduling on a fair basis. You can set up preferences to rotate schedules, or base them on seniority.
	12. Does Vantage Point have staff planning capability?
	Vantage Point can determine additional positions needed based on a generated schedule. You can set this up using the Rostering module. First - schedule a week in the future (using rules or rosters). Next - generate additional positions needed, based on the remaining requirement line. This will give you an idea of what shifts are needed - to hire a new group of staff.
	13. Is there a way to export reports from Vantage Point into another product?
	While viewing a report you can use the "File/Export" option, enter CTRL-E, or use the tugboat icon on the toolbar, to export the report. The export function will prompt for a file name and the file type you wish to export to (such as Excel, Dbase, Text, HTML, etc.).