Reports
Report Concepts and Terminology
20
Insight CTX Supervisor Guide 04/03
•
Traffic Reports provide general information on the call center and are useful for
spotting trends in work and areas for improvement.
•
Event Reports give detailed information about an individual or a group (of agents,
lines, extensions, DIDs, queues) and provide a valuable investigative tool to
pinpoint a problem.
Report Concepts and Terminology
Understanding the key concepts and terminology used with the Reporter is vital to
understanding the product. The following paragraphs explain these key concepts and
terms. Also refer to
“Report Terminology” on page 87
of the Glossary.
Devices
Insight CTX refers to lines, DIDs, queues, extensions, agents and account codes as
devices. Users can create “groups” and “super groups” of devices. A group is simply a
collection of devices and a super group is a group of groups. Insight Reporter reports
on:
•
Individual devices
•
Groups
•
Super Groups
To ensure the accuracy of the reports it is vital that the configuration of the telephone
system is reflected in the programming of Insight. The devices are configured in the
Configurator. See
Table 2
for more information.
Summary of Contents for Strata CTX Insight CTX
Page 4: ......
Page 8: ...Contents Chapter 5 Alarms iv Insight CTX Supervisor Guide 04 03 ...
Page 12: ...Introduction Related Documents and Media viii Insight CTX Supervisor Guide 04 03 ...
Page 74: ...Reports Using MIS Reports to Improve Performance 62 Insight CTX Supervisor Guide 04 03 ...
Page 92: ...Alarms View Alarms 80 Insight CTX Supervisor Guide 04 03 ...
Page 104: ...Glossary Report Terminology 92 Insight CTX Supervisor Guide 04 03 ...