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Toshiba Strata CTX Insight CTX Supervizor's Manual

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Telecommunication Systems Division
Digital Business Telephone Systems
Insight CTX
Supervisor Guide
April 2003

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  Summary of Contents for Toshiba Strata CTX Insight CTX

  • Page 1 Telecommunication Systems Division Digital Business Telephone Systems Insight CTX Supervisor Guide April 2003...
  • Page 2 Telecommunication Systems Division, also reserves the right, without prior notice, to make such changes in equipment Strata is a registered trademark of Toshiba Corporation. design or components as engineering or manufacturing Stratagy is a registered trademark of Toshiba America methods may warrant.
  • Page 3 TOSHIBA AMERICA INFORMATION SYSTEMS, INC. (“TAIS”) Telecommunication Systems Division License Agreement IMPORTANT: THIS LICENSE AGREEMENT (“AGREEMENT”) IS A LEGAL AGREEMENT BETWEEN YOU (“YOU”) AND TAIS. CAREFULLY READ THIS LICENSE AGREEMENT. USE OF ANY SOFTWARE OR ANY RELATED INFORMATION (COLLECTIVELY, “SOFTWARE”) INSTALLED ON OR SHIPPED WITH A TAIS TELECOMMUNICATION SYSTEM PRODUCT OR OTHERWISE MADE AVAILABLE TO YOU BY TAIS IN WHATEVER FORM OR MEDIA, WILL CONSTITUTE YOUR ACCEPTANCE OF THESE TERMS, UNLESS SEPARATE TERMS ARE PROVIDED BY THE SOFTWARE SUPPLIER.
  • Page 5: Table Of Contents

    Contents Introduction Organization.........................v Conventions ........................vi Related Documents and Media ..................vii CD-ROMs........................vii Chapter 1 – The Grand Tour Main Menu...........................2 Main 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...
  • Page 6 Contents Chapter 3 – Reports 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...
  • Page 7 Contents Chapter 4 – Wallboards Using MIS Reports to Improve Performance ..............59 Abandoned Calls and Long Waits ..................59 Complaints of Busy 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...
  • Page 8 Contents Chapter 5 – Alarms Insight CTX Supervisor Guide 04/03...
  • Page 9: Introduction

    Introduction ™ ™ This guide provides instructions for using the Insight CTX and Insight CTX Plus Management Information System (MIS) for call centers. Insight CTX and Insight CTX Plus are compatible with the following Strata CTX100 and CTX670 digital telephone systems. Organization This guide is organized as follows: Chapter 1 –...
  • Page 10: Conventions

    Introduction Conventions Conventions Some of the following conventions are omitted in our manuals when they are not used. Conventions Description Elaborates specific items or references other information. Note Within some tables, general notes apply to the entire table and numbered notes apply to specific items. Important! Calls attention to important instructions or information.
  • Page 11: Related Documents And Media

    • OAISYS includes software and documentation for OAISYS Chat, Call Router, and Net Phone • Strata CTX WinAdmin Application Software and Documentation Library For authorized users, Internet site FYI (http://fyi.tsd.toshiba.com) contains all current Strata CTX documentation and enables you to view, print, and download current publications.
  • Page 12 Introduction Related Documents and Media viii Insight CTX Supervisor Guide 04/03...
  • Page 13 The Grand Tour The Insight CTX system is a call center management software product. The Insight CTX software is a full-featured Automatic Call Distribution (ACD) Management Information System (MIS) tools for call center supervisors, providing: User-defined supervisor displays • User-defined historical reports •...
  • Page 14: Chapter 1 - The Grand Tour Main Menu

    The Grand Tour Main Menu Main Menu The Insight CTX Main Menu provides access to all of its features. The software is presented in a Windows format, which is easy to use. The following shows the Main Menu items. Main Menu File New Real Time Window Insight Reporter...
  • Page 15: Main Menu Options

    The Grand Tour Main Menu Main Menu Options The following table describes a few of the main options available to you from the Insight CTX Main Menu. You can access these options either by clicking on the icon or selecting the option from the menu bar. Icon Menu Option Description...
  • Page 16: Toolbars

    The Grand Tour Toolbars Toolbars MIS Toolbar The MIS toolbar (shown below) is located on the main menu bar. It gives you quick access to Insight CTX commands that are also available through the Main Menu selections. Delete Layout Copy Help Change Screen Reporter...
  • Page 17: Chapter 2 - Real Time Displays Create Real Time Displays

    Real Time Displays This chapter covers setting up and interpreting Real Time Displays. These displays provide immediate feedback on the activity of your call center; they update every second. You can create custom templates using a variety of display windows. Standardized colors indicate various alarm states and status conditions.
  • Page 18 Real Time Displays Create Real Time Displays Table 1 Available Displays Display Available for Shows Agents Extensions Name/Number, Associated Name/Number, Status Displays Lines connected to location and status. DIDs Queues Agents Extensions Lines DIDs Each row displays selected parameters and Statistic Displays Queues each column represent each individual or group.
  • Page 19: Composite Screen Layout

    Real Time Displays Create Real Time Displays Composite Screen Layout The following figure shows an example of a composite layout with various real time display windows. When a layout like this one is saved, you can easily pull up the same windows by selecting this layout.
  • Page 20: Agent Status Window

    Real Time Displays Agent Status Window Agent Status Window This window shows the current status of each agent in the selected group. Short descriptions of each agent’s status appears with a background color that represents various call and/or alarm states. The amount of time that each agent has been in the current state is shown.
  • Page 21 Real Time Displays Agent Status Window 2. From Properties for the Agent Status window, enter/select: • Agent Group • Agent information to be shown • Extension information • Connected to information • Devices to display • (Optional) Check Show Extensions in Preference to Agent. This option always displays the name/number of the extension an agent is connected to, even if the agent is logged on at another extension.
  • Page 22: Real Time Statistics

    Real Time Displays Real Time Statistics Real Time Statistics Statistics can be presented as: Interval Call Statistics in which you set the length of time (from 1~1140 minutes) • that the calculations should cover. Daily Call Statistics are based on shift schedules. The counter is reset to zero at •...
  • Page 23: Agent Statistics

    Real Time Displays Agent Statistics Agent Statistics Statistics based on parameters 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.
  • Page 24: Configure Agent Statistics Window

    Real Time Displays Agent Statistics Configure Agent Statistics Window 1. Right click on the Agent Statistics window and select Properties. The Properties for the Agent Statistics Window screen displays (shown right). 2. From the Properties for Agent Group Statistics window, select an Agent Group from the drop-down menu.
  • Page 25: Wait Time Graph

    Real Time Displays Wait Time Graph Wait Time Graph This is one of the real time data windows that can be created in the work space area of the Insight CTX MIS application window. Each wait time bar graph window shows the wait time for the longest waiting call currently queued on a series of Queue and DID Groups and Line, DID, and Extension Super Groups.
  • Page 26: Change Wait Time Graph Properties

    Real Time Displays Wait Time Graph Change Wait Time Graph Properties 1. Right click on the Wait Time Graph that you wish to change. 2. Select the desired Wait Time Graph, then right click on the screen and choose Properties. 6813 3.
  • Page 27: Calls In Queue Graph (Insight Ctx Plus Only)

    Real Time Displays Calls in Queue Graph (Insight CTX Plus Only) Calls in Queue Graph (Insight CTX Plus Only) Each Call in Queue Graph window displays bar graphs of the number of calls currently queued on a series of queue and DID groups, and line, DID, or extension super groups.
  • Page 28: Configuring Calls In Queue Graph

    Real Time Displays Calls in Queue Graph (Insight CTX Plus Only) Configuring Calls in Queue Graph You can configure the Calls in Queue Graph properties: orient the bar horizontally or vertically, set the bar width, bar separation, set text in the bar, and scale the bar. 1.
  • Page 29: Large Character Window

    Real Time Displays Large Character Window Large Character Window You can create large character windows that display a single parameter for a device or group of devices. These windows can display real time status information, such as the number of calls waiting to be answered or call statistics information, such as the average call wait time.
  • Page 30: Duplicate Large Character Window

    Real Time Displays Large Character Window • Enable Mouse Drag Window Positioning When Caption Hidden (Optional) – Enables you to move the large character window when the window caption is hidden. 3. Click OK when done. Duplicate Large Character Window 1.
  • Page 31: Chapter 3 - Reports

    Reports 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®.
  • Page 32: Report Concepts And Terminology

    Reports Report Concepts and Terminology Traffic Reports provide general information on the call center and are useful for • spotting trends in work and areas for improvement. Event Reports give detailed information about an individual or a group (of agents, •...
  • Page 33 Reports Report Concepts and Terminology Table 2 Configurator Terms In the context of Insight CTX, a line represents either one of your external trunks or Tie lines connected to the Strata CTX being monitored. Each line can handle Lines only one telephone call at any one time. These calls are denoted as incoming calls because the call was originated outside the switch.
  • Page 34: Shifts

    Reports Report Concepts and Terminology Shifts Reports are compiled based upon shifts that are defined in the Configurator. These are used to filter the collected data to those times the user is interested. Real working shifts are used to create reports; however, shifts can also be used to determine what happens outside normal working hours, or certain days of the week, or just during certain hours (e.g., lunchtimes).
  • Page 35 Reports Report Concepts and Terminology Table 3 Available Reports (continued) Insight Insight Report Type Available for Description Plus Agent ✔ ✔ Groups ✔ ✔ Groups Group Traffic Reports are designed to give an Group Extension overview and comparison of activity and ✔...
  • Page 36 Reports Report Concepts and Terminology Table 3 Available Reports (continued) Insight Insight Report Type Available for Description Plus Agent ✔ Groups ✔ ✔ Groups Shows peak and quiet times for a particular Group Extension group. Each line reports call statistics for a ✔...
  • Page 37 Reports Report Concepts and Terminology Table 3 Available Reports (continued) Insight Insight Report Type Available for Description Plus Agent ✔ Super Groups Contention Profiles provide a view when devices Contention Extension are busiest over the period defined. Each line ✔ Profile Super shows a number of idle devices and time...
  • Page 38 Reports Report Concepts and Terminology Table 3 Available Reports (continued) Insight Insight Report Type Available for Description Plus Agent ✔ Groups ✔ Groups ✔ Ext Groups Line ✔ Wait Time Distribution Reports are used to Groups Call Time profile the times into a chart. Each line reports a Agent Spr Distribution time period for the groups shown in a columnar...
  • Page 39 Reports Report Concepts and Terminology Table 4 below shows the available reports and the individual or group that can access them. Table 4 Insight CTX Reports Report ✔ ✔ ✔ Event ✔ ✔ ✔ Traffic ✔ ✔ ✔ ✔ Traffic Profile ✔...
  • Page 40: Filters

    Reports Report Concepts and Terminology Filters The standard items that make up a report template tend to analyze your call center from one point of view only. For example, consider the DID Traffic Report and the Agent Traffic Report. These two reports analyze DID traffic and the associated agent traffic in isolation.
  • Page 41 Reports Report Concepts and Terminology Table 5 Report Filters Filter Only accepts calls that were: Line Connected to a specific line. Associated with a specific DID number. Queue Device in the switch that the ACD software uses to route calls correctly. Extension Connected to a specific extension.
  • Page 42: Templates

    Reports Reports Templates Individual reports are grouped together to form a template. Templates are created by the user to provide relevant information for the selected devices to be monitored. Report items are added to a template to create all the information desired. These report items can also be configured by the user to include or exclude certain event or traffic types.
  • Page 43 Reports Reports A line group event report provides an event/call trace for a selected line group. You can select the call types in which you are interested, for example, incoming, outgoing or abandoned calls. For example to see a list of all abandoned calls the call center experienced, compile a line group event report for all lines, selecting abandoned calls only.
  • Page 44: Traffic Reports For Agents Or Extensions

    Reports Reports Table 6 Recorded Call Events (continued) Events Recorded Agent Ext. Line Group ✔ ✔ ✔ Talk Time (mm:ss) ✔ ✔ ✔ Held Time (mm:ss) ✔ ✔ Wrap-up Time (mm:ss) ✔ ✔ ✔ Connected Device ✔ ✔ ✔ Connected Group ✔...
  • Page 45 Reports Reports presented in a device 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. Group Traffic Profile Report –...
  • Page 46 Reports Reports Table 7 Agent and Extension Reports (continued) Agent Ext. Report Item Parameter Agent Ext. Profile Profile Answered/ Transferred ✔ ✔ ✔ ✔ Transfer In Number of Transferred-in Calls Transfer ✔ ✔ ✔ ✔ Number of Transferred-out Calls ✔ ✔...
  • Page 47 Reports Reports Table 7 Agent and Extension Reports (continued) Agent Ext. Report Item Parameter Agent Ext. Profile Profile Availability✱ ✔ ✔ ✔ ✔ No. Logon Number of Log On Events % Logon/ ✔ ✔ ✔ ✔ % of Time Agent Logged On Total Time ✔...
  • Page 48 Reports Reports Table 8 Agent and Extension Group Reports (continued) Agent Ext. Agent Ext. Description Parameter Group Group Group Group Profile Profile ✔ ✔ ✔ ✔ Average/Total Wrap-up Time Min:Sec ✔ ✔ ✔ ✔ Average/Total Intercom Call Time Min:Sec ✔ ✔...
  • Page 49: Traffic Reports For Lines

    Reports Reports Traffic Reports for Lines There are five different report types available on Insight CTX for traffic reporting on DNIS/DID numbers and three report types for lines: Line/DID Traffic Report – provides a breakdown of the traffic information for •...
  • Page 50 Reports Reports Parameters available for Line Traffic reports are shown in Table 9. They are available as ACD only, Non-ACD only or both on the same report: Table 9 Line Traffic Report Parameter Line ✔ Total Calls ✔ Average/Total Time (Handled Calls) ✔...
  • Page 51 Reports Reports The parameters available for Line or DNIS/DID reports are shown in Table 10. They are available as ACD only, Non-ACD only or both on the same report: Table 10Line or DNIS/DID Reports Line Line Parameter Group Group Group Group Profile Profile...
  • Page 52: Utilization Reports

    Reports Reports Table 10Line or DNIS/DID Reports (continued) Line Line Parameter Group Group Group Group Profile Profile ✔ ✔ ✔ ✔ ✔ Longest Answered Talk Time ✔ ✔ ✔ ✔ ✔ Longest Answered Wait Time ✔ ✔ ✔ ✔ ✔ Longest Abandoned Wait Time ✔...
  • Page 53 Reports Reports An agent utilization profile report provides historical time utilization data for a selected agent 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 column format.
  • Page 54: Contention Reports (Insight Ctx Plus Only)

    Reports Reports Table 11 Utilization Report Parameters Percentage/Total Agent Ext. Agent Profile Ext. Profile ✔ ✔ ✔ ✔ Time RNA Incoming Calls ✔ ✔ ✔ ✔ Time RNA Internal Calls ✔ ✔ ✔ ✔ Logged On✱ ✔ ✔ ✔ ✔ Logged Off✱...
  • Page 55: Distribution Reports

    Reports Reports Distribution Reports Wait Time (DID Super Group, DID Groups, Lines Super Group) A wait time distribution report provides the number of calls and percentage of calls whose wait time fell within a series of user configurable time bands. The report can analyze the waiting time distribution for: Answered Calls •...
  • Page 56: Account Code Reports

    Reports Reports Outgoing Calls. • Intercom Calls (Agents, Extensions, Agent Groups, and Extension Groups only) • Any combination of above. • The report is presented in a call time band per row 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 groups/members to fit in the width of a page.
  • Page 57: Forecasting

    Reports Forecasting Table 12Account Code Report Report Item Parameter Acct Code ✔ Calls Number of Internal Calls ✔ Time Average/Total Call Time Internal Calls Outgoing ✔ Calls Number of Outgoing Calls ✔ Time Average/Total Call Time for Outgoing Calls ✔ Talk Average/Total Talk Time for Outgoing Calls The report is presented in an account code per row format with a “totals”...
  • Page 58: Forecasting Report

    Reports Forecasting The average wrapup time per incoming call. • The average amount of time each agent spent unavailable excluding wrapup time. • You then may specify a series of modifications to be performed on the above parameters. Forecasting Report A forecasting report calculates the actual number of calls, average call time, average wait time and number of available agents over a specified time period using specified line and agent groups.
  • Page 59 Reports Forecasting 3. From the Configure Report Template dialog box, select the forecasting report you wish to configure, then click Edit Item. The Configure Forecasting Reports screen displays (shown right). 4. From the Configure Forecasting Report box, select the line group you wish to use in your calculations for number of calls, average call time and average wait time.
  • Page 60 Reports Forecasting View Forecasting Report 1. From the Reporter toolbar, select File > New ...or click on the New Report icon. The Request a New Report screen displays (shown right). 6345 2. Select Start and Stop Times, Report Shift and Forecast Reports from the Report Template field.
  • Page 61: Forecasting Profile Report

    Reports Forecasting Figure 1, “Modification applied individually” means, for example, if a modification of Calls +10% is applied to a set of calculated parameters, the result is what could have reasonably been expected, had the number of calls at that time been 10% higher than they actually were.
  • Page 62 Reports Forecasting 1. Select the forecasting profile report to configure and click the Edit Item button. 2. From the Configure Report Template dialog box, double-click the forecasting profile report in the list box. 3. In the dialog box that appears do the following: Select the line group you wish to use in your calculations for the...
  • Page 63 Reports Forecasting 7. In the Maximum Intervals text box enter an upper limit for the number of time bands that should be created when collating a report. If an overflow situation occurs during report collation, the time band that the data is collated into wraps around the Maximum Intervals.
  • Page 64 Reports Forecasting View Forecasting Profile Report 1. From the Reporter toolbar, select File > New ...or click on the New Report icon. The Request a New Report screen displays (shown right). 6345 2. Select Start and Stop Times, Report Shift and Profile Report by Day or Profile Report by Hour from the Report Template field.
  • Page 65: Create Report Template

    Reports Create Report Template Create Report Template Report templates define the look and content data included in a report. You can use any of the default report templates or create custom templates that can be used over and over. The steps show how to create a custom template. To further refine the report content, also see “Filter Report Contents (optional)”...
  • Page 66 Reports Create Report Template 3. Click Add and the Configure Report Template screen displays (shown right). Type the report title in the Print Name box and click 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.
  • Page 67: Edit Report Contents

    Reports Edit Report Contents Edit Report Contents 1. From the Reporter toolbar, click Report Templates. 2. From Report Templates, select the template from the drop-down menu and click Change. 3. Select the Report Item you wish to change and click Edit Item. The Configure Report screen displays (sample shown at right).
  • Page 68: Filter Report Contents (Optional)

    Reports Filter Report Contents (optional) Filter Report Contents (optional) Filtering is how to selectively determine the content of a report. The Configure Report window contains checkbox selections that indicate the data to be included. These items are defined in the Reports Glossary or the user guide glossary. We suggest that you create various reports selecting different Report Items and data to determine which combination works best for you.
  • Page 69: Print Report

    Reports Print Report Print Report If you have a color printer, Insight Reporter can produce color printouts. 1. From the Reporter toolbar, select File > New ...or click on the New Report icon. The Request a New Report screen displays (shown right). 2.
  • Page 70: Export Report

    Reports Export Report Export Report Report information can be saved in comma delimited ASCII format that can be imported into most commercial spreadsheet and database programs. Plain text fields are exported in double quotes. Integers are exported without quotes. • Floating point number, such as averages, are exported without quotes with three •...
  • Page 71: Using Mis Reports To Improve Performance

    Reports Using MIS Reports to Improve Performance Using MIS Reports to Improve Performance This section deals with some of the potential problems identified using the reporting package and possible solutions to those problems. As with many things there could be a number of ways to improve performance and increase productivity so you may need to try different things to see which work the best.
  • Page 72: Complaints Of Busy Signals

    Reports Using MIS Reports to Improve Performance Solution E Use Profile Reports to identify peaks and valleys in terms of activity. Rarely will the level of traffic be constant. Having identified the peak hours consider changing the working hours of staff and maybe consider part time employees. Complaints of Busy Signals Use the Contention or Contention Profile Report to identify the size and timing of the problem.
  • Page 73: Unexpected Out-Of-Hours Customer Demand

    Reports Using MIS Reports to Improve Performance One client established that the average time spent in wrap-up of an order took over ten minutes because the sales agent had to print off an order confirmation and take it to the mailroom for processing. Now the printer is located in the mailroom and wrap-up time is reduced by 75%.
  • Page 74 Reports Using MIS Reports to Improve Performance Insight CTX Supervisor Guide 04/03...
  • Page 75 Wallboards Wallboards are units that contain lights that display messages to a large viewing area. They can be configured with Insight CTX and CTX Plus to provide real time performance statistics and motivational text to call center groups. Wallboards always include one or more of the following items: Label –...
  • Page 76: Chapter 4 - Wallboards Create Wallboards

    Wallboards Create Wallboards Create Wallboards Each Insight CTX MIS work station can drive up to six wallboards simultaneously via one serial port connection. Step 1: Select Wallboard Serial Port 1. From the Main Menu, select Wallboards > Driver. The Wallboard Driver screen displays (shown right).
  • Page 77 Wallboards Create Wallboards 2. Click Templates. The Wallboard Templates screen displays (shown right). 3. Type a new template name over the existing name. The Change button turns into the Note Add button when you type a new template name. 4. Click Add. The Configure Wallboard Template displays (shown right).
  • Page 78 Wallboards Create Wallboards Step 3: Create Wallboard Schedule The next step is to create a schedule for displaying the templates. A wallboard schedule essentially defines the sequence in which the templates should display. At the end of the sequence, the scheduled sequence starts over. You can create as many schedules as you want to manage the wallboards.
  • Page 79 Wallboards Create Wallboards Step 4: Configure Wallboard Template After you have created a schedule for displaying a sequence of wallboard template displays, you can configure the layout of the wallboards. This is where you determine which parameters will display and their placement on the board. 1.
  • Page 80: Edit Wallboard Items

    Wallboards Edit Wallboard Items Edit Wallboard Items 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.
  • Page 81: Automatic Parameter Layout

    Wallboards Automatic Parameter Layout ...or if you selected a message to edit, the Configure Wallboard Message screen displays (shown right). Type your 6390 message. Check the Beep on display field, if you require an audible noise at the wallboard(s) as the message is displayed.
  • Page 82: Change Fonts

    Wallboards Change Fonts Change Fonts There are two sizes of fonts for wallboards. Small – Depending on the wallboard, up to one or two rows of characters can be • displayed. This size works well with real time performance information, since it allows up to six parameters to be shown.
  • Page 83: Create Wallboard Message

    Wallboards Create Wallboard Message Create Wallboard Message An agent can send a message of up to 256 characters to any other Agent(s) or all the Agents in any other Security Group(s) depending on his or her Message Access Level. Note The same message can also be sent to any of the wallboards at the same time.
  • Page 84: Queue Messages

    Wallboards Queue Messages 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: Chapter 5 - Alarms

    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. The user’s alarm window can be viewed in a monitor or browse mode. In the monitor mode, only current alarms are shown.
  • Page 86 Alarms Configure Alarms 3. If you selected Edit Lines, the Line Alarms Configuration screen displays (shown right). Select a Filter Group from the drop-down menu and check any appropriate fields. Click OK. Refer to Table 13 for alarm 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.
  • Page 87 Alarms Configure Alarms Table 13Alarm Thresholds Alarm Available on May Indicate Lines Line Groups DIDs Wait Time – A call has been An imbalance of lines to extensions/agents. DID Groups waiting too long to be answered. Ext. Groups Agent Groups Lines A need for training.
  • Page 88 Alarms Configure Alarms Table 13Alarm Thresholds (continued) Alarm Available on May Indicate Possible under-staffing problem. Ring on Time – A call has been Could move agents from a quieter group to ringing an extension for too long. cover under-staffing. Possible training requirement. Agents may On Call Time –...
  • Page 89: View Alarms

    Alarms View Alarms View Alarms From the Alarms Window, you can monitor alarms that have been triggered. Alarms appear in red on the screen (see “Indication Colors” on page 7 for a detailed description of screen indicator colors). ➤ Click the Alarms icon.
  • Page 90 Alarms View Alarms Terms associated with alarms are explained in Table Table 14Statistical Analysis Threshold Stat. Indicates Available on Reason for alarm Analysis A call that has been waiting to be answered for longer May signify an imbalance of lines Wait Time than the acceptable wait to extensions/agents.
  • Page 91 Alarms View Alarms Table 14Statistical Analysis Threshold (continued) Stat. Indicates Available on Reason for alarm Analysis User in conjunction with number Ring On Shows when a call has been of calls in the queue. The issue Time left ringing for longer than is can then be addressed with (Ring No acceptable.
  • Page 92 Alarms View Alarms Insight CTX Supervisor Guide 04/03...
  • Page 93: Glossary General Terms

    Glossary General Terms The following table contains definitions for terms used in this document. Table 15 Glossary of Terms Term Definition Automatic Call Distribution. While handling a telephone call it is possible for an extension/agent to enter account codes to describe the nature of the call. Up to nine digits can be entered Account per account code and 20 account codes can be entered per call.
  • Page 94 Glossary General Terms Table 15 Glossary of Terms (continued) Term Definition An agent is the telephone operative who handles calls at an extension. Each Agent Agent is identified by a PIN they use at the extension. The PIN should uniquely identify the agent if Insight is to give meaningful statistics concerning the activity of agents.
  • Page 95 Glossary General Terms Table 15 Glossary of Terms (continued) Term Definition A contention report provides the percentage of time a variable number of Contention members in a group were simultaneously free/busy. The statistics are presented Report either as non-cumulative or cumulative. Device A line, DID number, extension or agent.
  • Page 96 Glossary General Terms Table 15 Glossary of Terms (continued) Term Definition An extension group is a collection of extensions monitored by the Insight AS. Extensions can belong to multiple extension groups if necessary. For each extension configured in the system you can make one of the groups that it belongs Extension to its default group.
  • Page 97 Glossary General Terms Table 15 Glossary of Terms (continued) Term Definition Long Free Extension/Agent has been free to take calls for too long. Too many calls are waiting to be answered in the queue group. Applicable to line Long Queue groups, DIDs, DID groups, extension groups and agent groups.
  • Page 98 Glossary General Terms Table 15 Glossary of Terms (continued) Term Definition Open Database Connectivity (ODBC) is a standard application interface for accessing data in both relational and non-relational Database Management Systems (DBMS). By using the ODBC interface, applications can access and update a variety of databases / data sources using the same commands or ODBC language as if they were one, providing a relevant driver is available.
  • Page 99: Report Terminology

    Glossary Report Terminology Table 15 Glossary of Terms (continued) Term Definition When an agent is about to finish a call, they can choose to go into wrap-up before the call is terminated. This will leave the agent in the wrap-up state thereby stopping further incoming calls being targeted at the agent.
  • Page 100 Glossary Report Terminology Table 16 Report Terminology (continued) Term Definition 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 Call Rate is then worked out by dividing the number of calls by the time logged Call rate Total Calls...
  • Page 101 Glossary Report Terminology Table 16 Report Terminology (continued) Term Definition Percentage of calls answered within the target answer time. This is related to the time set in the wait time alarm for that device. For example, if three minutes was GOS, Grade set in the alarm, three minutes = the Target Answer Time.
  • Page 102 Glossary Report Terminology Table 16 Report Terminology (continued) Term Definition Maximum agents Maximum number of agents logged on during the profile period. logged on Maximum Of those calls that were transferred, the maximum number of times the call was transfer count transferred.
  • Page 103 Glossary Report Terminology Table 16 Report Terminology (continued) Term Definition Wait time Shows the time a call was waiting to be answered. Wrap time The length of time the agent was in wrap-up. % logon Percentage of time for which the agent was logged on. % use (of Percentage of time each device was allocated to a particular activity, such as activity)
  • Page 104 Glossary Report Terminology Insight CTX Supervisor Guide 04/03...
  • Page 105: Index

    Index about this book call related documents, in queue graph, account code, 21, 81, inquired, group, rate, super group, time agent, 21, agents , contention, lines , group, waiting, 6, logged in time, Call Line Identity (CLI), logged on, CD-ROMs, statistics, colors alarms,...
  • Page 106 Index D ~ L reports, example , daily call statistics, DDI (GOS), devices, 20, GOS, dialed digits, extensions and agents, dialog box, line groups and DIDs, graphical displays group, calls waiting, numbers, wait time, super group, group traffic reports, displays GUI, Graphical User Interface, graphical, large character,...
  • Page 107 Index M ~ R logged in time, long percentage call, 79, 84, logon, free, unavailable, queue, use (of activity), ring on, PIN, unavailable, wait, 85, wrap, queues, longest wait, real time main menu, display, options, creating , maximize button, statistics, maximum report template, agents logged on,...
  • Page 108 Index S ~ W group traffic profile, line traffic, talk time, MIS, target answer time, print, template scheduling, report, super group traffic, toolbars, template, traffic profile reports, templates, traffic reports, traffic, 20, transfer traffic profile, from, Pos (position), to, types, utilization, 24, utilization profile, unavailable, 76, 86,...