Toshiba Strata CTX Insight CTX, Supervizor'S Manual

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Reports
Reports
42
Insight CTX Supervisor Guide 04/03
Contention Reports (Insight CTX Plus Only)
Contention reports are available as standard or profiled over flexible time periods.
A standard contention report provides the percentage of time a variable number of
members in a group were simultaneously free/busy. The statistics are presented either
as non-cumulative or cumulative.
•
Non-cumulative - Each line of the report gives the percentage of time that exactly
that number of members were free.
•
Cumulative - The first line of the report gives the percentage of time zero
members were free. The second line gives the percentage that up to one member
was free. The third line gives the percentage that up to two members were free and
so on until the number of members in the group or Max Items has been reached.
A series of either line groups, extension groups, or agent groups can be analyzed
within a single report. The report is presented in a group member per row format.
Pagination of the report occurs if either there are too many group members to fit in the
height of a page or there are too many groups to fit in the width of a page.
A contention profile report provides historical time data for the percentage of time a
variable number of members in a group were simultaneously free/busy. The statistics
are presented either as non-cumulative or cumulative.
A single report can analyze a line group, an extension group, or an agent group. The
report is presented in a time band per column format. Pagination of the report occurs if
either there are too many time bands to fit in the height of a page or there are too many
statistics parameters to fit in the width of a page.
Time RNA Incoming Calls
✔ ✔ ✔ ✔
Time RNA Internal Calls
✔ ✔ ✔ ✔
Logged On
✱ ✔ ✔ ✔ ✔
Logged Off
✱ ✔ ✔ ✔ ✔
✱
= Cannot run ACD/non-ACD reports.
Table 11 Utilization Report Parameters
Percentage/Total Agent Ext. Agent Profile Ext. Profile