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Glossary

General Terms

Insight CTX Supervisor Guide 04/03

83

Contention
Report

A 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.

Device

A line, DID number, extension or agent.

DID Group

A DID group is a collection of DID numbers monitored by the Insight MIS. DID
numbers can belong to multiple DID groups if necessary. For each DID number
configured in the system you can make one of the groups it belongs to its default
group. This facility allows you to configure the attributes of a set of DID numbers by
simply configuring the attributes of the corresponding default DID group.

DID Numbers

A Direct Inwards Dial (DID) number is a dynamic numeric attribute assigned to a
line on an incoming call. A DID call can be routed to groups of extensions/agents
or to individual extensions/agents depending on how the call routing software
within the switch has been programmed. Insight MIS can monitor in real time and
historically the activity of inbound calls associated with DID numbers.

DID Super
Group

A DID Super Group is a collection of DID groups monitored by the Insight MIS. By
making reference to a single DID super group, Insight MIS collects a set of DID
groups together for real time display or historical reporting purposes.

Dialog box

A box that displays command options and configuration parameters for you to
review or change.

Drag

To hold down the left mouse button while moving the mouse.

Exporting
data

Exporting data - Use this command to export the data contained in the report
displayed in the currently selected data window. The data is exported in comma
delimited ASCH format. This exported data file can be read into most commercial
spreadsheet and database programs.

Extension

An extension is the physical telephone handset at which an agent can receive
incoming calls, make outgoing calls or handle other forms of internal telephony
traffic.

Extension
Contention

Not enough extensions are available to take calls within the named extension
group.

Table 15

Glossary of Terms (continued)

Term

Definition

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Summary of Contents for Strata CTX Insight CTX

Page 1: ...Telecommunication Systems Division April 2003 Insight CTX Supervisor Guide Digital Business Telephone Systems ...

Page 2: ... as engineering or manufacturing methods may warrant CTX SG INSIT VB 4016235 Version B April 2003 Copyright 2003 Toshiba America Information Systems Inc Telecommunication Systems Division All rights reserved No part of this manual covered by the copyrights hereon may be reproduced in any form or by any means graphic electronic or mechanical including recording taping photocopying or information re...

Page 3: ...Y OF NON INFRINGEMENT OF THIRD PARTY RIGHTS THE WARRANTY OF YEAR 2000 COMPLIANCE AND THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE THE ENTIRE RISK AS TO THE QUALITY AND PERFORMANCE OF THE SOFTWARE IS WITH YOU NEITHER TAIS NOR ITS SUPPLIERS WARRANT THAT THE FUNCTIONS CONTAINED IN THE SOFTWARE WILL MEET YOUR REQUIREMENTS OR THAT THE OPERATION OF THE SOFTWARE WILL BE ...

Page 4: ......

Page 5: ... Menu Options 3 Toolbars 4 MIS Toolbar 4 Reporter Toolbar 4 Chapter 2 Real Time Displays Create Real Time Displays 5 Composite Screen Layout 7 Agent Status Window 8 Create New Agent Status Window 8 Configure Agent Status Window 8 Real Time Statistics 10 Set Real Time Statistics 10 Agent Statistics 11 Create New Agent Statistics Window 11 Configure Agent Statistics Window 12 ...

Page 6: ...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 Foreca...

Page 7: ...usy Signals 60 Unexpected Out of hours Customer Demand 61 Complaints About Too Many Transfers 61 Chapter 4 Wallboards Create Wallboards 64 Edit Wallboard Items 68 Automatic Parameter Layout 69 Change Fonts 70 Create Wallboard Message 71 Queue Messages 72 Chapter 5 Alarms Configure Alarms 73 View Alarms 77 Glossary General Terms 81 Report Terminology 87 Index 93 ...

Page 8: ...Contents Chapter 5 Alarms iv Insight CTX Supervisor Guide 04 03 ...

Page 9: ...requirements for Insight CTX and CTX Plus It also provides an overview of the toolbars Chapter 2 Real Time Displays explains how to create and edit status statistics graphical wait time and large character displays Chapter 3 Reports details how to create and edit report templates reports as well as how to filter compile print import and export report data Chapter 4 Wallboards shows how to configur...

Page 10: ...ention to important instructions or information Type Indicates entry of a string of text Select Instructs the user to choose a menu item or dialog box button on the screen Represents an icon button on the feature toolbar When you click on this icon it performs the same function as the step Tilde Means through Example 350 640 Hz frequency range See Figure 10 Grey words within the printed text denot...

Page 11: ...nsight CTX Strata CTX Call Center Solutions General Description Insight CTX inView Quick Reference Guide Insight CTX Installation Guide CD ROMs Strata CTX Call Center Solutions Application Software and Documentation Library for Strata CTX ACD Insight CTX OAISYS Net Server and OAISYS Voice Assistant OAISYS includes software and documentation for OAISYS Chat Call Router and Net Phone Strata CTX WinA...

Page 12: ...Introduction Related Documents and Media viii Insight CTX Supervisor Guide 04 03 ...

Page 13: ...ll Distribution ACD Management Information System MIS tools for call center supervisors providing User defined supervisor displays User defined historical reports Electronic wall board connections inView Local Area Network LAN based status display messaging Insight CTX systems are Windows based MIS software programs that work with PCs running Microsoft Windows 2000 Professional ...

Page 14: ...are is presented in a Windows format which is easy to use The following shows the Main Menu items 6473 File View Setup Layout Messaging Wallboards Windows Help Main Menu Snap to Grid Show Grid Grid Configuration New Copy Save Delete New Real Time Window Insight Reporter Insight Configurator Insight Alarms Exit Alarms Send Message Configure Driver ...

Page 15: ...rint historical reports See Chapter 3 Reports for details Alarms An on screen alarm log is created to trace all the events causing an alarm This log can be filtered for each individual or group to present only information needed by the user See Chapter 5 Alarms for details Messaging Wallboard messages can be scheduled to appear for specific durations You can queue up a message for display on a wal...

Page 16: ...n the Reporter Icon on the MIS toolbar the Reporter Toolbar appears shown below Help Wallboard Template Send Message Delete Layout Change Screen Layout Real Time Window Properties New Real Time Window Reporter Configurator Alarms Save Layout Copy Layout New Layout Copy 6335 Insight MIS Main Menu Configurator New Report Open Report Zoom to Width Zoon to Height Report Templates Auto Reports Auto Rep...

Page 17: ...ured into templates A template is a set of display windows that can be viewed directly on the screen Insight CTX supports four templates while the Insight CTX plus has an unlimited number of templates Create Real Time Displays Real time displays are used to monitor activity in the call center during working hours You will want to determine how many and what type of the following displays you would...

Page 18: ...up Graphical Displays Calls Waiting Queue Group DID Group Line Super Group DID Super Group Extension Super Group A bar represents either a group or a DID number The length of the bar show the number of calls waiting Graphical Displays Wait Time A bar represents either a group or a DID number The length of the bar show the number of seconds for the longest call waiting Large Character Displays Agen...

Page 19: ...edures describe how to create and configure Agent Displays The procedures for each type of display are the same For instance the procedure to create Agent Status Displays is the same for Extension and Line Displays Color Meaning Notes Red Alarm Waiting time threshold exceeded etc Yellow Ringing Device or line is ringing Blue Busy Agent on call in wrap up etc Green Idle Agent is idle Line is free L...

Page 20: ...tes The amount of time that each agent has been in the current state is shown Additional information can be displayed by selecting those parameters within the Configuration window Create New Agent Status Window Configure Agent Status Window 1 From the Window menu click on the New Real Time Window icon 2 From the New Real Time Window screen select Agent Status click OK 1 Right click on the Agent St...

Page 21: ...is connected to even if there is a DID number associated with the line If unchecked the DID number name displays Optional Check Dialed Digits Check this box to display dialed digits for outgoing calls or Automatic Number Identification ANI or Caller ID CLID digits for incoming calls Optional Check the Bevel option if you want to have a border surrounding each row Optional Check the Show Active Age...

Page 22: ...ses from the Setup menu Set Real Time Statistics Access Real Time Statistics to configure how the interval call statistics and the daily call statistics operate This is a list of the shifts available to use to control the daily call statistics See also Configuring real time call statistics 1 From the Main Menu click File Insight Configurator Miscellaneous tab Security Groups The Security Groups sc...

Page 23: ...ameters and time periods that you select will be displayed in the Agent Statistics Window Create New Agent Statistics Window 1 From the Window menu click on the New Real Time Window icon The New Real Time Window screen displays 2 Select Agent Statistics click OK The agent statistics display example shown right 6810 ...

Page 24: ... parameter from the Available Parameter list and click Add or highlight a parameter in the Displayed Parameter list and click Remove 5 Highlight a parameter and click Alternative Label to rename it 6 Click OK 7 Optional From the Agent Statistics window click the word Lock at the top of the screen to toggle the Agent Statistics window between two display modes Lock On Displays the single agent that...

Page 25: ...provide an at a glance indication of the status of the longest wait time in each queue If the longest wait time in a given queue exceeds the wait time alarm limit for that queue then the corresponding bar turns red to show how much over the alarm threshold the call has been waiting Create Wait Time Graph Window 1 Click the New Real Time Window icon 2 Select Waiting Time Graph from the drop down li...

Page 26: ...eas if you choose DID Super Group you can monitor DID Groups within the selected Super Group 4 Select the graph orientation horizontal or vertical 5 Enter a bar Width in pixels 6 Enter a bar Separation spacing between bars in pixels 7 Check the Text In Bar box to display text labels within the bars If you choose text in bar the label size is governed by the bar size If you choose text outside the ...

Page 27: ...al time display area The graphs are in color so that queue status can be determined at a glance If too many calls are waiting to be answered in a given queue as defined by the calls waiting alarm limit for that queue the corresponding bar turns red The red bar also shows how many calls are exceeding the alarm threshold Creating Calls in Queue Graph 1 Click the New Real Time Window icon The New Rea...

Page 28: ...ueue Window select the Name of the Device whose members you wish to monitor For example if you select DID Group you can monitor the DID numbers belonging to the selected group Whereas if you choose DID Super Group you can monitor DID Groups within the selected Super Group 5 Select the graph orientation horizontal or vertical 6 Enter a bar Width in pixels 7 Enter a bar Separation spacing between ba...

Page 29: ...ground status color And both interval and daily call statistics are supported Create Large Character Window Configure Large Character Window 1 From the Window menu click on the New Real Time Window icon 2 In the New Real Time Window box select Large Character click OK A large character window appears 1 Right click on the large character window that you wish to configure and select Properties 2 Fro...

Page 30: ...s hidden 3 Click OK when done 1 Click on the Large Character window you wish to duplicate sample shown at right 2 Click the New Real Time Window icon and the New Real Time window displays with the correct selection already highlighted 3 Click OK Notes This is a good technique for creating windows with the same size dimensions for a uniform display appearance To change the elements of the duplicate...

Page 31: ...hile Insight CTX is running all monitored telephone traffic is logged to the hard disk for analysis by the Reporter To simplify the process of reporting Insight Reporter provides the concept of a report template to define the contents of a report You can create any number of report templates A report template is a series of reports used collectively to achieve a desired result For example a weekly...

Page 32: ...porter 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 Insig...

Page 33: ...at provides a holding position queue for calls waiting for an available agent Extensions An extension is the physical telephone handset where an agent can receive incoming calls make outgoing calls or handle other forms of internal telephony traffic Within the Strata CTX systems an extension is reported like an Agent Thus the reports available for Extensions look very similar to those reported for...

Page 34: ... This section defines the types of reports available for the user The terms used on the reports are explained in the next section Note Table 3 lists all of the report types A in the column designates whether the report is available using the Insight CTX and or Insight CTX Plus software Table 3 Available Reports Report Type Available for Insight CTX Insight CTX Plus Description Event Agents Provide...

Page 35: ...up Traffic Reports are designed to give an overview and comparison of activity and performance against certain parameters Each line reports call statistics and performance Each group of the super group is displayed in a side by side columnar format Traffic Profile Agents Shows activity of particular device for selected performance parameters Each line reports a time period with call statistics for...

Page 36: ...ntage of time involved in a given activity in a columnar format Extensions Utilization Profile Agents Utilization Profile reports show the peaks and valleys of a selected device over the selected time periods Each line reports a time period with statistics displayed as a percentage of time in a given activity in a columnar format Extensions Contention Agent Super Groups Contention Reports are used...

Page 37: ...ait Time Distribution DID Super Groups Wait Time Distribution Reports are used to profile the times into a chart Each line reports a time period for the groups shown in a columnar format DID Groups Line Super Groups Wrap up Time Distribution Agent Super Groups Wait Time Distribution Reports are used to profile the times into a chart Each line reports a time period for the groups shown in a columna...

Page 38: ...de Groups Account Code Reports present information relating the purpose of the call as defined by the user Each line reports the statistics for an account code number Forecast Agent Grps The report can be either a profile or standard report Each report shows the original data for the period and modified data Line Grps Forecast Profile Agent Groups The report can either be a profile or standard rep...

Page 39: ... Lines DIDs Agt Grp Ext Grp Line Grp DID Grp Acct Code Que Que Grp Agt Spr Grp Ext Spr Grp Line Spr Grp DID Spr Gpr Event Traffic X X X X X X X Traffic Profile X X X X X Utilization X Utilization Profile X Contention Contention Profile Wait Time Distribution X X X Wrap up Time Distribution Call Time Distribution Account Code X Forecast Forecast Profile X Appears on Insight Report Appears on Insigh...

Page 40: ... a per DID basis you need to attach report filters to the report items In this example you could either create a series of DID traffic reports each filtered to a different agent or you could create a series of agent traffic reports each filtered to a different DID number A report filter is made up of a logical combination of filter elements Each report item within a report template can have a diff...

Page 41: ...tiple queue groups if necessary For each queue configured in the system you can make one of the groups that it belongs to its default group Extension Group Connected to extensions within a specified extension group Logged on Ext Grp Taken by an agent logged on at an extension in the specified extension group Agent Group Connected to agents within a specified agent group Account Code Grp Attached t...

Page 42: ...s all designed for specific use and each containing appropriate report items Scheduling Once the Templates have been made the final step is to make a schedule to create and print the information This scheduling is totally optional for the user Reports Having established the type of report you need use this section to help chose exactly the right report for your needs This section includes a list o...

Page 43: ...their calls may be returned The report is presented in a call event per row format Pagination of the report occurs if either there are too many call events to fit in the height of a page or there are too many statistics parameters to fit in the width of a page The types of events and call types supported are shown in Table 6 Table 6 Recorded Call Events Events Recorded Agent Ext Line Group Name Nu...

Page 44: ...vidual agent over a number of time periods An agent extension traffic profile report provides historical call statistics data for a selected device presented in a series of uniform time bands The interval time governing the time bands can be anything from one minute up to 999 weeks The report is presented in a time band per row format Pagination of the report occurs if either there are too many ti...

Page 45: ...inute up to 999 weeks 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 width of a page or there are too many statistics parameters to fit in the height of a page Table 7 shows the parameters available for individual agent or extension reports They are available as ACD only non ACD only or both on the same...

Page 46: ...umber of Internal Calls Total Call Average Total Call Time Internal Calls Call Rate Number of Internal Calls per Hour Outgoing Calls Number of Outgoing Calls Total Call Average Total Call Time for Outgoing Calls Total Talk Average Total Talk Time for Outgoing Calls Call Rate Number Outgoing Calls per Hour Performance Short Calls Number of Short Calls Long Calls Number of Long Calls GOS GOS Calls w...

Page 47: ...Unavailable during the Period or Time Availability Detailed Codes 1 10 Reasons for being unavailable Miss Missed calls Unav Unavailable during the Period Cannot run ACD non ACD reports Table 8 Agent and Extension Group Reports Description Parameter Agent Group Ext Group Agent Group Profile Ext Group Profile Calls Answered Number Calls Intercom Number Calls Outgoing Number Average Total Answered Ca...

Page 48: ...r Average Total RNA Wait Time Min Sec Longest RNA Wait Time Min Sec Longest Answered Call Time Min Sec Longest Answered Talk Time Min Sec Longest Wrap up Time Min Sec Longest Intercom Call Time Min Sec Longest Outgoing Call Time Min Sec Longest Outgoing Talk Time Min Sec Minimum Agents Logged On Number Maximum Agents Logged On Number Number of Short Calls Number Number of Long Calls Number GOS Cal...

Page 49: ...rt provides historical call statistics data for each DID group within a selected super group The report is presented in a group per column format Pagination of the report occurs if either there are too many groups to fit in the width of a page or there are too many statistics parameters to fit in the height of a page Line DID Group Traffic Profile Report provides a profile of traffic information f...

Page 50: ...ine Traffic Report Parameter Line Total Calls Average Total Time Handled Calls Use Time on Call during Shift Answered Calls Average Total Wait before Answer Average Total Time Call Handling Time Average Total Talk Held Calls Average Total Held Abandoned Calls Average Total Wait Overflowed Calls Average Total Wait before Overflow Outgoing Calls Average Total Time Average Total Talk Time Outgoing Ca...

Page 51: ...ofile DID Calls Offered Incoming Calls Answered Calls Abandoned Calls Abandoned Calls Outgoing Average Total Answered Call Time Average Total Answered Talk Time Average Total Answered Wait Time Average Total Abandoned Wait Time Average Total Outgoing Call Time Average Total Outgoing Talk Time Calls Overflowed Average Total Overflow Wait Time Calls Transferred Calls Inquired Held Average Total Held...

Page 52: ...report occurs if either there are too many agents to fit in the height of a page or there are too many statistics parameters to fit in the width of a page Utilization percentages can be calculated with respect to either the total reporting period or the amount of time each agent had spent logged on Note The totals entry for each column is the average for all agents extensions in the group Longest ...

Page 53: ...ulated with respect to either each profile interval or the agent extension logged on time with each profile interval Note The times shown are a percentage normalized to the shift that you collated the report with The parameters for Utilization reports are shown in Table 11 They are available as ACD only Non ACD only or both on the same report Table 11Utilization Report Parameters Percentage Total ...

Page 54: ... 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 nu...

Page 55: ...port Wrap up Time Agent Groups Agent Super Groups A wrap up time distribution report provides the number of calls and percentage of calls whose wrap up time fell within a series of user configurable time bands Incoming Calls Outgoing Calls Intercom Calls Agents Extensions Agent Groups and Extension Groups only Any combination of above The report is presented in a wrapup time band per row format Pa...

Page 56: ...storical call statistics data for each account code within a selected account code group Call statistics parameters available are shown in Table 12 The reports are available as ACD only non ACD only or both on the same report Table 12Account Code Report Report Item Parameter Acct Code Total Calls Number Calls Handled Time Average Total Handling Time Answered Calls Number of Incoming Calls Answered...

Page 57: ...cal Reports The forecasting package is designed to enable the user to perform what if scenarios on the historical data This is achieved as follows Over a period the following parameters are calculated The total number of incoming calls The average incoming call time including held time but excluding wrapup time on the line side of the call The average waiting time of an incoming answered call on t...

Page 58: ...agents over a specified time period using specified line and agent groups It then provides an estimate of how one of these parameters would vary depending on specific modifications made to the other three The specified modifications can be applied individually resulting in a series of estimates or they can be applied collectively resulting in a single estimate 1 From the Reporter toolbar select Se...

Page 59: ... for number of calls average call time and average wait time 5 Select the Agent Group you want to use in your calculations for the number of agents 6 Select the parameter you wish to calculate 7 Click Modifications 8 From the Forecasting Modifications dialog box specify the modifications to be applied The list box contains the modifications to be applied Existing ones can be highlighted and remove...

Page 60: ...ck on the New Report icon The Request a New Report screen displays shown right 2 Select Start and Stop Times Report Shift and Forecast Reports from the Report Template field 3 Click OK The report displays see Figure 1 The report is presented in a modification per row format Pagination occurs if there are too many modifications to fit in the height of a page 6345 6814 ...

Page 61: ...ime band or an interval which includes several time bands in a single estimate Like the Forecasting Report the Forecasting Profile report calculates the actual number of calls average call time average wait time and number of available agents over a series of uniform time bands using specified line and agent groups It then provides an estimate of how one of these parameters would vary depending on...

Page 62: ...Select the line group you wish to use in your calculations for the number of calls average call time and average wait time 4 Select the agent group you wish to use in your calculations for the number of agents 5 Check the Day Month Year Date and Time boxes in the Titles section according to what titles you want for each time band column within the report 6 Choose the unit for specifying your time ...

Page 63: ...ires 23 time bands to cover the report period then data for the first 10 time bands goes into time bands one to 10 Data for time bands 11 to 20 goes into time bands one to 10 Data for time bands 21 to 23 goes into time bands one to three etc 8 Select the parameter you wish to calculate 9 Click Modifications 10 From the Forecasting Modifications dialog box specify the modifications to be applied Th...

Page 64: ...he New Report icon The Request a New Report screen displays shown right 2 Select Start and Stop Times Report Shift and Profile Report by Day or Profile Report by Hour from the Report Template field 3 Click OK The report displays see Figure 2 The report is presented in a modification per row format Pagination occurs if there are too many modifications to fit in the height of a page 6345 6815 ...

Page 65: ...ate Note To further refine the report content also see Filter Report Contents optional on page 56 1 From the Reporter toolbar click on the Report Template icon or select Set up Report Templates 2 Type a new template name over the existing name This is the template file name The name that appears on the printed report is entered later in Step 3 From the Report Templates you can create edit template...

Page 66: ...OK or click Change and the Configure Report Template screen displays Highlight a Report Name and click one of the buttons to the right e g Edit Item to make your change Click OK or click Delete then select the name of a template to delete A dialog box displays asking you to confirm the deletion or click Rename From Rename Report Template type in a New Template Name and click OK 4 Click Close 6447 ...

Page 67: ...ect Calls Answered Transferred RNA Intercom Outgoing Select Performance Calls Availability Call Rate You can set Call Rate in the Performance section to display twice once for the Total Call Rate once for the Average Call Rate The Call Rate is the number of calls taken made per hour by an agent However the time that the agent is logged on is taken into account to give a more accurate figure The Ca...

Page 68: ...eport screen click Filter The Report Filter screen displays shown right 2 Click Add Element The Add Filter Element screen displays shown right or highlight a Filter Element in the list and click Delete Element or Edit Element 3 If you selected Add Element a Add Filter Element screen displays and you need to select the type of element to be used from the drop down menu or if you selected Edit Eleme...

Page 69: ...ew Report icon The Request a New Report screen displays shown right 2 Select the time period the report will cover Start and Stop Times the Report Shift and the report template Note The available Report Shifts are created from Configure Shift window See the Insight CTX Installation Manual for more details about creating and editing shifts 3 Click OK The report should be compiled in a few minutes A...

Page 70: ...mal places Note The Insight CTX Plus ODBC import export capability works with a Microsoft ODBC 16 bit Driver Important The Report you want to export must be displayed on the screen for the Export function to be active 1 From the Reporter toolbar click on the Export icon or click on File Export as The Export as screen displays shown right 2 In the Save in field select a directory file where you wan...

Page 71: ...messages played to callers in the queue have proved to be very successful Avoid repeating the same message over and over and consider playing music or other recorded information between greetings Solution B If your staff make outgoing calls at the same time as they receive inbound calls consider restricting the outbound activity to a less busy time of day Use Profile Reports to identify the peak h...

Page 72: ...ity If your staff make outgoing calls at the same time as they receive inbound calls consider restricting the outbound activity to a less busy time of day Use Profile Reports to identify the peak times and the quietest times Solution C Reduce Call Duration Find out if it is possible to reduce the duration of calls If you can achieve this without reducing the quality of service then this will enabl...

Page 73: ...es and advising of available alternatives if there are any Complaints About Too Many Transfers You may have customers who complain their call gets passed around the organization before they get the person who can deal with their problem Use the Group Traffic Reports to identify the agents who transfer callers the most and then the Event Reports to find out the details This could indicate needed tr...

Page 74: ...Reports Using MIS Reports to Improve Performance 62 Insight CTX Supervisor Guide 04 03 ...

Page 75: ...specific real time data parameter for a specific device or device group Insight CTX and CTX Plus support up to six wallboards connected to each supervisor position Insight CTX provides a choice of 45 parameters to display Insight CTX Plus provides over 100 choices A supervisor can send text messages as well Audible alarms can also be added to alert staff to certain alarm states or messages The Ins...

Page 76: ... of information on the wallboard They also define the type of real time parameters and text scrolling You can create as many wallboard templates as you want 1 From the Main Menu select Wallboards Driver The Wallboard Driver screen displays shown right 2 Select the wallboard type the appropriate Serial port and for some wallboard types the Baud Rate 3 Click OK 1 From the Main Menu select Wallboard ...

Page 77: ...Item screen displays shown right 6 From the Item field select Label Message or Parameter and click OK The item is added to the Configure Wallboard Template screen 7 Under Automatic Parameter Layout click 1 2 or 4 to automatically define the position and width of the labels and parameters in the template See Automatic Parameter Layout on page 69 for details on using this option or manually configur...

Page 78: ... From the Wallboard Configuration screen click Schedules 2 Type a new schedule name Note The Change button turns into the Add button when you type a new template name 3 Click Add The Configure Wallboard Schedule screen displays shown right 4 Click Add Template to view the templates The Add Wallboard Template screen displays shown right Select one of the Templates from the drop down menu Note See S...

Page 79: ...ected wallboard number can be configured Each wallboard must be selected by number and configured individually 2 Delete any schedule that you do not need by highlighting it and clicking Delete Schedules 3 Verify Fitted is checked at bottom of screen Important If the Fitted field is not checked the message does not display 4 Click Add Schedule The Add Wallboard Schedule screen displays shown right ...

Page 80: ...abel screen displays shown right Type the name of the label in the Label field select its position row col and its font size small large Click OK Note All items on a wallboard must have the same size font The revised label displays in the Configure Wallboard Template list or if you selected a parameter to edit the Configure Wallboard Parameter screen displays shown right From the drop down menus s...

Page 81: ... screen displays shown right Type your message Check the Beep on display field if you require an audible noise at the wallboard s as the message is displayed Click OK 1 Using the Add Wallboard Template Item screen add into the template the parameters you wish to display 2 From the Configure Wallboard Template screen based on how many parameters you added in Step 1 click 1 2 or 4 in the Automatic P...

Page 82: ...splayed Large text is good for scrolling messages 1 From the Main Menu select Wallboard Configure or click the Configure Wallboards icon The Wallboard Configuration screen displays 2 Click Templates The Wallboard Templates screen displays 3 Select the Wallboard from the drop down menu 4 Click Change The Configure Wallboard Template displays 5 Click Edit Item and the Configure Wallboard Parameter s...

Page 83: ... Send Messages or select the Send Messages icon 2 Type your message in the Message field 3 Click Add under Message Library if you want to add it to the message database library The message is added as a selection to the drop down menu in the Message field and can be quickly recalled whenever required At a later time the message can be deleted from the library by clicking on Delete 4 Select the pri...

Page 84: ...remove all the messages queued up on the wallboards 7 Select All to display it on all wallboards or Selected and the number s of the wallboards on which to display it Check Beep when displayed to have the wallboard beep when the message is displayed 8 Click Send Close Note If you set the message to display for an indefinite amount of time click Clear Message when you want to remove it ...

Page 85: ...re shown In the Browse mode past and current alarms can be viewed Configure Alarms You must first configure the alarms for each set of CO lines DID lines and for any extensions or agents for whom you wish to set alarm thresholds 1 From the Main Menu click Setup Alarms The Alarms Configuration screen displays shown right 2 From Alarms Configuration choose the appropriate button and check Audible Al...

Page 86: ...arm definitions or if you selected Edit DIDs or Edit Groups in any of the sections a screen similar to the one on the right displays Select a Filter Group from the drop down menu and check the appropriate alarms Click OK or if you selected Edit Extensions or Edit Agents a screen similar to the one on the right displays Select a Filter Group from the drop down menu and check the appropriate alarms ...

Page 87: ...ne Groups DIDs DID Groups A need for training Need to allocate more agents or change the groups answering priorities Calls Waiting The number of calls waiting to be answered Line Groups DIDs DID Groups Ext Groups Agent Groups An imbalance of lines to extensions agents May need to rearrange the groupings A training issue Use other stats to pinpoint need Lines In Use The number of lines used is near...

Page 88: ... the contact management or other application very well Unavailable Time Shows when agent or extension has been unavailable for too long Discipline required Log On Shows when an agent has logged on to an extension An unrecognized agent may have logged on at an extension Messages Extension Agent has sent a message to the supervisor Indicates a message was sent to the supervisor s screen Idle An agen...

Page 89: ...etailed description of screen indicator colors Click the Alarms icon From the Alarms window you can Click Browse and scroll to view any more alarms If more alarms have been triggered than will fit in the window the most recent alarms appear in the window From the Browse mode you can select an alarm then click Delete This is useful for agent message alarms which are automatically deleted from the a...

Page 90: ... remains on hold for too long Could be a need for training Could need to rearrange groupings of lines DIDs and agents More agents may be needed Valid GOS The level of service has dropped below the required standard based on an algorithm made from a range of stats Lines Line groups DIDs DID groups Extensions Ext groups Agents Agent groups Summarizes the effect of a range of parameters The algorithm...

Page 91: ...re being transferred or retrieved Could be a training issue Why are the calls being held too long Is it all agents or just one or two Short call Shows when an agent or extensions has been free for too long Extensions Ext groups Agents Agent groups Identifies agents who may not be getting the best from their calls Who are they ringing Why are they not getting a good response Do they need training o...

Page 92: ...Alarms View Alarms 80 Insight CTX Supervisor Guide 04 03 ...

Page 93: ...ided by the Insight Reporter Account Code Group A group of account codes When configuring an account code group you specify which account codes belong to the group The order in which the account codes are listed as members of an account code group controls the order the account codes will be presented on a historical report associated with the group Account Code Super Group A group of account code...

Page 94: ...le agent super group the Insight MIS collects a set of agent groups together for real time display or historical reporting purposes Alarms Window This is a separate window from the Insight MIS application window that provides a list of alarms in chronological order most recent first that are currently active in the system Each item in the alarms list presents the following information Type of devi...

Page 95: ...in the switch has been programmed Insight MIS can monitor in real time and historically the activity of inbound calls associated with DID numbers DID Super Group A DID Super Group is a collection of DID groups monitored by the Insight MIS By making reference to a single DID super group Insight MIS collects a set of DID groups together for real time display or historical reporting purposes Dialog b...

Page 96: ...nt with other Windows products Line In the context of Insight MIS a line represents either one of your external trunks connected to the switch being monitored or one of your network tie lines connecting the monitored switch to some other external switch Each line can handle only one telephone call at any one time These calls are denoted as incoming or outgoing calls depending on whether the call o...

Page 97: ...ension Agent has been in wrap up for too long Longest Wait Length of time the longest waiting call has been waiting for Maximize Button Applicable to windows that are not fully enlarged When you the maximize button the following occurs The application window enlarges to fill the screen A data window enlarges to fill the workspace area of the Insight MIS application window Note Maximized windows ha...

Page 98: ...ckly accessed when you collate a new historical report Restore Button Clicking the Restore button is the same as choosing Restore from a Control menu the window returns to its previous size Unavailable If an agent is logged on but needs to stop taking incoming calls temporarily they can go into the unavailable out of group state When the agent is ready to take calls again they can become available...

Page 99: ... wrap up state so that they are ready to take further incoming calls Insight MIS tracks wrap up in real time and also provides historical analysis of how much wrap up time each call required on a per agent basis Table 16 Report Terminology Term Definition Account Codes Account codes entered during the call can be displayed on reports Agent Logged in Time The percentage time that an Agent has been ...

Page 100: ...nes The time from the moment the call was answered until the line was freed Connect device Displays the device to which the agent s extension is connected to complete the speech path Can refer to the incoming DID number if available default or to the line if preferred Connect group Displays the name of the group assigned to the DID or line number to which the extension is connected during a call D...

Page 101: ...e long waits and number of calls must be in the same time frame i e within the interval time or daily GOS Grade of Service for Extensions and Agents Percentage of calls whose handling time was between a short call threshold and a long call threshold The concept is also applicable to extension groups and agent groups Held time The time for which a call was on hold Intercom call A telephone call int...

Page 102: ... is one that lasts for less time than the short call threshold Talk time The time the agent was actually speaking to the caller Target answer time A reminder of the answer time the agents are aiming to achieve Transfer from Displays the agents name and number or extension if preferred from whom a call has been transferred Transfer Pos Transfer position is the number of times a call has been transf...

Page 103: ...of time the agent was in wrap up logon Percentage of time for which the agent was logged on use of activity Percentage of time each device was allocated to a particular activity such as answering incoming calls or making outgoing calls unavailable Percentage of time the device was unavailable Table 16 Report Terminology continued Term Definition ...

Page 104: ...Glossary Report Terminology 92 Insight CTX Supervisor Guide 04 03 ...

Page 105: ...oup 82 alarms colors 7 configure 73 thresholds 75 view 77 window 77 82 application window 82 average answered call time 87 transfer count 87 C call in queue graph 15 inquired 88 rate 88 time agents 88 lines 88 waiting 6 75 Call Line Identity CLI 82 CD ROMs vii colors alarms 7 status 7 compile reports 57 composite screen layout 7 indication colors 7 configure alarms 73 wallboards 64 connect device ...

Page 106: ...extensions and agents GOS 89 F filters 28 forecasting 63 limitations 49 profile report 49 example 52 reports 46 example 48 G GOS 84 extensions and agents 89 line groups and DIDs 89 graphical displays calls waiting 6 wait time 6 group traffic reports 23 GUI Graphical User Interface 84 H held on time 79 held time 75 78 89 I icons 2 inquiry hold 88 intercom call 89 interval call statistics 10 L large...

Page 107: ... logon 90 no unavailable 90 non cumulative 42 O ODBC 86 on call time 76 P percentage logon 91 unavailable 91 use of activity 91 PIN 86 Q queues 21 R real time display 86 creating 5 statistics 10 report template 86 reporter toolbar 4 reports 19 account code 26 44 agent extension traffic 32 call time distribution 26 compile 57 concepts and terminology 20 contention 24 42 contention profile 25 distri...

Page 108: ... 90 statistic displays 6 statistics agent 11 daily call 10 interval call 10 real time 10 status colors 7 displays 6 super group traffic reports 23 T talk time 90 target answer time 90 template report 53 toolbars 4 traffic profile reports 23 traffic reports 22 transfer from Pos position to 90 U unavailable 76 86 90 V valid GOS 78 voice mail 86 W wait time 6 75 78 91 graph 13 wallboards 63 86 automa...

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