Toshiba Strata CTX Insight CTX, Руководство супервайзера

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Insight CTX Supervisor Guide 04/03
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Reports
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This chapter provides an in-depth look at the Insight CTX Reporter. The Reporter
program enables you to collate, view, and print historical reports. This chapter
explains how to create report templates and how to interpret the report data. Also
included are instructions for Insight CTX Plus, which enables exporting data that can
be imported into spreadsheet programs, such as Microsoft Excel®.
Overview
The programming in the Configurator is a key element for creating reports. The
Configurator must mirror the telephone system configuration so that data can be
collected for each device used in Strata CTX, including Lines, Agents, Extensions,
Agent Queue Groups and DID Numbers.
While 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 report for Inside Sales may include a Line Traffic Report, an
Agent Group Traffic Report, or Call Distribution Report.
Reports can be collated with respect to any number of definable weekly shifts. For
example, if two sets of agents man the call center at different times during each day of
the week, then Insight Reporter can generate reports for each shift as necessary. Once
collated you can either view the report on screen or send a copy to the printer.
Insight CTX and Insight CTX Plus support Traffic and Event Reports.