Strata DK424 ACD/MIS Feature Comparison 5/99
1
Telephone System/MIS Vendor Alliances
Toshiba Advantages Over Taske
Real time differences
♦
Taske does not use the concept of display templates and has only one screen layout. Insight DK provides
four templates and Insight DK Plus provides unlimited templates, which makes display capabilities much
more flexible.
♦
Taske only has 15 available display window parameters, whereas Insight DK has over 300 to choose from.
♦
No DID information is available with Taske.
♦
No flexible real time interval statistics. Taske only shows the last 12 hours in 3 hour buckets and the last
hour in 15 minute intervals. Insight DK displays intervals in any time bucket from 1 minute to 1440
minutes (24 hours), and can combine interval statistics with daily statistics which can be either the day so
far in a single shift environment or the shift so far in a multi-shift environment.
♦
Taske only supports a single daily shift with a start/stop which must be on the hour. Insight DK supports
multiple shifts which can start/stop at any time of the day. Insight DK can monitor activity out of hours as
well as against any real or virtual shift which may be configured, enabling long term reports to be created
and run against shifts to filter out unwanted information.
♦
Taske only provides real time statistics for agents or pilots. Insight DK provides statistics for Lines, DIDs,
extensions, and agents, plus groups of these items.
♦
Taske can only display 10 parameters in statistics mode. Insight DK can display up to 26 different
parameters, each available as daily and or interval, depending on the type of statistics being displayed.
Reporting Differences
♦
Taske cannot report Agent Short/Long calls. Insight DK does report on Agent Short/Long calls, which is
useful when monitoring the quality of calls handled by an agent. A supervisor can see whether the agent is
handling calls within the optimum time thresholds set by the company or department. Insight DK can also
calculate and display Agent Grade of Service (GOS), which Taske cannot.
♦
Taske does not support DIDs and does not provide DID reports.
♦
Taske cannot generate event reports. In Insight DK, these are detailed records of all activity on lines,
extensions and agents. They are time stamped and give an account of all events occurring. Especially
useful is the Line Event report that, when coupled with Caller ID, lists of all calls, including abandoned
calls that can be used as a call back list.
♦
Taske does not support statistical analysis thresholds Insight DK uses for reporting purposes. When
configured, any data not meeting or exceeding the threshold is highlighted on the screen in red, and when
printed will be seen in red if printed on a color printer or in bold on a monochrome printer.
♦
All Insight DK reports can have start/stop times to the minute, making them more flexible than Taske
reports produced to the half hour.
♦
All Insight DK reports can be run independently of each other, whereas Taske cannot. With Taske if you
want a weekly report, the daily reports must have been run first, and the same with monthly, etc.
System
MIS Vendor
System
MIS Vendor
Comdial
Innings Quick Q
Cortelco
Sension
NEC 2000
Cintech Jazz2000
Nitsuko
Sension
Nortel Norstar
Cintech Cinphony
Toshiba
Sension
Hitachi
Affinitec
Vodavi
Sension
InterTel
Taske
WIN
Sension
Iwatsu
Taske
Tadiran
Easy Run
Mitel
Taske
