Contents
Chapter 3 – Reports
ii
Insight CTX Supervisor Guide 04/03
Wait Time Graph ...............................................................................................................13
Create Wait Time Graph Window ..................................................................................13
Change Wait Time Graph Properties..............................................................................14
Calls in Queue Graph (Insight CTX Plus Only) ................................................................15
Creating Calls in Queue Graph.......................................................................................15
Configuring Calls in Queue Graph .................................................................................16
Large Character Window ...................................................................................................17
Create Large Character Window ....................................................................................17
Configure Large Character Window ..............................................................................17
Duplicate Large Character Window ...............................................................................18
Chapter 3 – Reports
Overview............................................................................................................................19
Report Concepts and Terminology ....................................................................................20
Devices ...........................................................................................................................20
Shifts ...............................................................................................................................22
Filters ..............................................................................................................................28
Templates........................................................................................................................30
Scheduling ......................................................................................................................30
Reports ...............................................................................................................................30
Event Reports..................................................................................................................30
Traffic Reports for Agents or Extensions .......................................................................32
Traffic Reports for Lines ................................................................................................37
Utilization Reports..........................................................................................................40
Contention Reports (Insight CTX Plus Only) ................................................................42
Distribution Reports........................................................................................................43
Account Code Reports ....................................................................................................44
Forecasting .........................................................................................................................45
Forecasting Report..........................................................................................................46
Forecasting Profile Report..............................................................................................49
Create Report Template .....................................................................................................53
Edit Report Contents..........................................................................................................55
Filter Report Contents (optional) .......................................................................................56
Print Report ........................................................................................................................57
Export Report.....................................................................................................................58
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 ...
